DoubleTree by Hilton Phoenix North

I paid $450 a night and expected much better. The rooms were dated and the carpets dirty. I’m a Diamond member, but this was the worst stay I’ve had at any Hilton property. I booked two queen beds and was given a king with a rollaway instead. They offered a half-hearted apology and suggested I check out at 10 p.m. in Phoenix, with nowhere else to go. Confirming a reservation and then not honoring the room type defeats the point of having a reservation system. This was my most disappointing hotel stay. If zero stars were possible, that’s what I’d give. I’ll post updated pictures. Don’t be fooled by the ones they show.

We arrived around 10 p.m. and the lobby seemed ordinary, but the elevator carpet was dirty and it smelled like Raid. The hallway carpet on our floor was extremely dirty too. The room looked decent at first, though very outdated. It was 40 degrees that night, and after I turned on the heat, it still hadn’t come on about 30 minutes later. Once I turned off the cold air, I could smell mildew and smoke. The front desk said maintenance had already left and refused to call him back. They had no space heaters and said the hotel was full, so they wouldn’t move us, even though the website showed availability when I checked. All they offered was three sheets, so we slept in our clothes. We heard nothing by 10 a.m. the next morning, and the shower was dirty and stained, with lime and crud on the shower head. I’d already decided not to stay the next day and asked for a refund for both days because having no heat is a habitability issue. The owners didn’t seem to care. A few days after checkout, Andre listened to me pleasantly and didn’t dismiss my concerns, but said he could only get me $90.00 back, half of what I paid, and 15,000 points. At $180.00 a night, this hotel is far too expensive, especially since the advertised pool was out of order. Hilton wasn’t helpful either, saying it’s an independent stand-alone property. I don’t recommend it.

Stevie at the front desk was fantastic. She went out of her way to get me the room I’d booked after it was confirmed and then unexpectedly canceled. Her energy and personality are great, and she gave me true white glove service. I can’t say enough good things about her.

The front desk staff were helpful without hovering, the rooms were clean, and the price was reasonable. I hadn’t stayed at many DoubleTree hotels, but this one was a great experience. The bar was nice and the bartender was amazing. I’ll definitely come back next time I’m in Phoenix.