DoubleTree by Hilton Phoenix Midtown

We couldn’t get back to sleep after a stranger entered our room while we were asleep, and spent the rest of the night anxious and on edge. At about 3 a.m. on Friday, February 13, 2026, the hotel reassigned our occupied room and gave another guest a working key card. My partner was so startled that he screamed, and we felt unsafe. This followed a serious security lapse on the night of Thursday, February 12, 2026. When Dominique from the front desk called afterward, they asked who I was and why I was in the room, even though we were the registered guests. Dominique said my name aloud several times while speaking with the other guest, exposing my identity. Instead of recognizing the error, they questioned me as though I had the wrong room. My key folio listed Room 538, the hotel’s key cards opened it, and we had checked in and were asleep in the room. There was no immediate accountability or sincere apology. Despite my requests during the incident and again at checkout, no manager has contacted me, even almost a week later. I’m asking for a formal written apology, meaningful compensation, and confirmation that management and corporate oversight have been informed. This involved a safety risk, a privacy breach, poor staff handling, and no follow-up. I can’t recommend the property, and prospective guests should consider what happened.

The breakfast was depressing: watery oatmeal with no visible oats, dried-out potatoes, sad eggs, and tiny plastic cups of chemical-filled yogurt. Bulk Greek yogurt in a bowl would be an easy fix. The doors slam loudly on every floor at all hours, and I’ve never experienced anything like it at another property. I paid a fortune in points for a stay that was anything but restful. Staff told me they’d send maintenance to fix the door problem, but nobody came. The hotel also had a terrible breakfast, worse than a Hampton. If being woken at 5 a.m. by slamming doors sounds good, this is the place. Furious. Another really bad Hilton licensee.

Free parking was a nice bonus, and the staff were welcoming. The rooms were clean and spacious, and the lobby made a good first impression. A flawless stay and a stress-free trip. Highly recommended.

At this price, I expected better. The bed was uncomfortable because I could feel the mattress frame. The first-floor ice maker was broken, breakfast wasn’t included in the room rate, and the restaurant wasn’t staffed during its posted hours. This falls below the norm for such an expensive hotel.