Homewood Suites by Hilton Phoenix/Chandler

The worst part was the clogged toilet. They expected me to unclog it, and there was only one employee covering the whole hotel. At first, that staff member said they had only one room left and it wouldn't fit my family. It was only after I asked for the manager that the employee came upstairs and dealt with the toilet themself. They even called it what you get at a budget hotel, but at these prices I wouldn't call this a budget stay. Service was extremely poor. They don't tell you that housekeeping requires taking down the do-not-disturb sign by 6:30 a.m., so every day we had to go downstairs for things like towels, toilet paper, and shampoo. My kids hated how cold the pool was and that the hot tub was only lukewarm. Insane! I'm a Hilton Honors member, but I'd never return. We'll go to the hotel next door.

Best hotel of our trip so far. Our room was clean and ready when we arrived, and the gentleman at the desk was helpful and very nice when we checked in around 6:30ish on December 17th. The main downside was the lack of decent breakfast choices.

I've been a Hilton Honors member and a Hilton customer for over 25 years, but I've never had a room cancelled on me before. I arrived at 4:47 p.m. and was told there was no reservation. After checking, the desk clerk and I found that the hotel manager, a nasty woman with no customer service, had cancelled it without notifying me. Leaving a guest without a room to sleep in is rude and disrespectful. This kind of thing only happens when a hotel is overbooked.

Compared with the Hilton and Marriott hotels I use almost every week around PHX, this place feels dingy and pretty depressing, despite what it could be under the Hilton brand. The properties I usually choose have recently redone their rooms and carpets. I stayed here a few times around two or three years ago, and I’m leaving this two-star review in the hope management will update the rooms and carpeting. Maybe I’ll check back in six months to see whether the reviews suggest anything has changed.