Four Points by Sheraton Phoenix South Mountain

By 2 am, we’d gone to a Hilton Honors in Tempe and finally felt at peace. I won't return to Four Points by Sheraton. The problems started when we got to the hotel. The entrance looked clean and remodeled, but after turning toward the carpeted area, everything felt dated. It was difficult to get luggage to the elevator, and the smell and dirty elevator made an uncomfortable first impression. Trash in plastic bags lined the hallway from various rooms. The housekeeping team should do a sweep after the usual dinner hours so guests have a pleasant walk to their rooms. In the first room, the carpet was stained, the furniture was worn and torn, the sheets had stains, and so did the tub and shower. We asked for another room around midnight, and they offered one without hesitation, which was nice. But that room also had stains, including a large brown mark on the curtain. We tried to ignore it, shower, and sleep, since it was so late. Then we found the shower was broken and clogged, and the water wouldn't drain. We couldn't stay in a room without a working shower. The woman at the lobby said there were no other rooms and suggested we go to another hotel and contact the third party we booked through for a refund. Chase said they'd call the hotel to confirm before starting the refund. They tried more than five times, but nobody at the lobby answered. I even saw someone at the front desk ignore the calls. I still haven't disputed the refund since February, but I'll have to try again and hope someone at Four Points picks up. I booked several nights and didn't stay, though the woman had verbally confirmed approval and said it should be easy. I hope this helps the owner and management rethink the hotel's quality. Four Points by Sheraton looked clean and remodeled at the entrance, but the carpeted area and halls were badly outdated, hard to navigate with luggage, and uncomfortable for visitors. The first room had stains on its carpet, sheet, tub, and shower, plus damaged furniture. The second was stained too, and its shower didn't work. I had to contact the booking service for a refund, but their calls to the hotel went unanswered.

For one night it was decent, but I'd bring my own blankets, towels, and cleaning supplies. The place wasn't exactly dirty, but it was very outdated and had a lot of things that needed immediate work. The lobby looked nice. The woman at the restaurant was awesome, and the man who checked me in was great. The pool was okay, but the rooms felt close to Motel 6. This wasn't what I expected from a Marriott.

The staff were polite, attentive, and provided excellent customer service. The rooms were very spacious, but they need renovation. I saw mold in the air vents, and the room didn't smell fresh when I walked in. The bed was firmer than hotel beds usually are. It worked for one night, but I couldn't have stayed longer.

The staff are the real strength here. Everyone we dealt with was genuinely nice and accommodating, and the lobby and restaurant feel spacious and updated. We’ve stayed here before because it’s handy for where we need to be in the Phoenix area, right off I-10 and close to Mills. The rooms could use work. They have dated 70s-style wood and plain carpeting, and the bathroom is cramped enough that only one person can really use the toilet, tub, and sink area at a time. Noise was a problem too. We were on the top floor, but a car alarm woke us three hours before we planned to get up, and you can hear people checking out in the morning. Check-in at 4 p.m. and checkout at 11 a.m. eats into your time, though that seems common at hotels these days. The pool and other amenities are pretty standard for this level. Update the rooms, especially the bathrooms, and the excellent team could earn this place five stars.