Spark by Hilton Phoenix East Mesa

The rooms were clean, and I really enjoyed the relaxing pool and hot tub. There were lots of choices at the bagel bar, too. Alisha made me feel welcome at breakfast, and Wes and Jaze were friendly as well. A+.

The room itself looked nice, but the smell was awful, like dirty, wet carpet. After a delayed flight I didn't arrive until about 2am, and I was exhausted. I finally got to bed around 3am, only to hear thumping. For an hour I wondered if the laundry room was next door, then looked outside and saw the gym right by my room. Someone was running on the treadmill at 4am. I called the front desk, they spoke to him, and the noise stopped. My bed was right against the wall beside that treadmill, and I had to be up again at 8am. Why put a gym beside guest rooms? Please close it at 10pm and reopen at 6am. I definitely won't stay here again.

I arrived expecting my reservation, only to learn the room had been canceled because of a broken pipe and none were available. I was told an email had gone out, but I never got one. I understand maintenance problems happen, but the response was unacceptable. They suggested another Hilton property and said they'd cover the difference. I paid more myself and received no reimbursement. Nobody helped locate another hotel or followed up, and there was no accountability, just a direction to sort it out on my own. Communication, keeping promises, and basic support were all missing. This has seriously reduced my confidence in this location and its management. It isn't the service I expect from a Hilton-affiliated hotel.

Harold at the front desk was so kind and helpful. My flight was delayed twice, and the reservation I'd had at another hotel was canceled. He got me into a room quickly and turned a rough night around. It was a nice, spacious room with high ceilings. I'll be back.