DoubleTree by Hilton Phoenix - Gilbert

The bar staff were friendly, and the location worked well for our business trip. But the room cleanliness was awful. A gummy bear was sitting in plain sight on the floor, and the comforter had blood stains all over it from a previous guest. We didn't notice the stains until our last day in November 2025, when the duvet cover slipped down. The blood absolutely wasn't from us. I reported it to the front desk manager and sent her pictures, along with our complaint. I assume someone was sent to the room right after we spoke. I've since left three messages and texted the manager three times, but still haven't heard back. 😳🤢

The room was noisy enough that I couldn't hear the TV over the wall air conditioner, and outside, cars were racing up and down the street. There was no desk, scratch pad, or pen, unlike at the other DoubleTree hotels I've stayed in. One lamp's USB port was broken, and an add-on USB plug on the other nightstand left a rats' nest of wires on the floor. The fitted sheet kept coming loose. The room had no comforter when I arrived, and the top sheet trailed onto the floor. One uncovered pillow was badly stained, though the front desk fixed that after I called. The body wash ran out after one night, but the small bar of soap was fine. After I checked out, they charged me for water from the room that I hadn't taken. There's no way for me to prove I didn't drink it, so it's my word against housekeeping, and a way for them to make a few extra dollars. I should've stayed at a cheaper Hampton Inn with free breakfast. This DoubleTree doesn't meet the standard of the others I've used.

I stayed over Thanksgiving weekend. On the second day, they canceled my reservation that was already in progress, saying it was a systems error, then made a new one at a slightly better rate. They said they'd honor that lower rate because the mistake was theirs, but my card was charged the full, higher amount. After I complained, they gave me only part of the difference back. This place is a fraud. I'll never return.

A couple of days ago, I was panicking because I needed to print something and there were no print shops open. I live down the street, and after the lovely, quiet, updated stay I had here before, I called to ask for a favor. David was so sweet and compassionate. He helped me out, asked friendly questions about the area, and brought me a fresh baked cookie. His warm, friendly manner calmed my zany anxiety right away. It felt like this business cared about people in the community, not just the bottom dollar. I'll definitely recommend it to friends and family visiting from out of town. David, you're a rockstar! 💫👨🏻‍🎤🌠😎👍 A million thanks, best hotel customer service ever! 🤩🥰🥳