Home2 Suites by Hilton Phoenix Airport South

By day four of my 10-night stay, which is costing over $3,000, housekeeping still hadn’t come once. When I asked, I was told they had skipped the room because they saw a kennel and assumed I had a dog. I travel with a service dog and use the kennel so my dog doesn’t sleep on hotel bedding. It’s only for sleeping, and my service dog is never left alone in the room. I explained this at the front desk and was assured the information had been noted and the room would be serviced the next day. It wasn’t. I asked again and was told it would be taken care of the following day, day six of my stay. I made clear that both my dog and I would be gone all day. That evening I returned to an unserviced room. When I checked again, I was told housekeeping had refused because they saw the same kennel, despite all the explanations and assurances. So on a Friday night, after spending thousands at a Hilton property, I was changing my own sheets, making my own bed, and folding my own towels. This is a serious failure in training and service, and a terrible way to treat guests with service animals. Ignoring repeated communication and penalizing someone for being considerate raises serious concerns about ADA awareness and compliance. I spend thousands each year at Hilton because I expect consistency, professionalism, and basic respect for loyal guests. This stay has made me question all of that. Hilton’s reputation depends on loyalty and trust, and this property delivers neither. If you expect basic housekeeping or competent service, don’t stay here. This is the worst Hilton experience I’ve ever had, without exaggeration, and Hilton should be embarrassed to put its name on this hotel.

The location worked perfectly for my work trip, but the room had several problems. The safety lock and the light above the bathroom sink didn’t work, and the bathroom door wouldn’t close properly, perhaps because of rust around it. Check-in was curt at best. They charged each person in our group on our personal cards for parking and breakfast as a “facility fee.” I’ve stayed at many Hilton properties and never been charged for continental breakfast, which was cold here. Lately I’ve noticed Hilton properties and their service declining. It’s disappointing to see a once-solid brand going the way of cheap hotels.

I booked two king rooms a month ahead through Priceline, but we were given two rooms with double queens. The evening agent on 1/14 could see the room type on the reservation. She said the hotel might have been sold out when it came through and assigned the next type, and confirmed there were no king rooms that night. She told me to speak with the manager in the morning, who could prioritize a move and possibly bump an incoming reservation. The next morning the front desk manager said no room details had come through and blamed me for booking through a third party. I showed him my reservation and pointed out that the hotel let people select specific room types. I also asked whether he was concerned that guests could select a room type that he said he couldn’t see. He said, “not really.” He shrugged, repeated that I should have booked direct, and offered no help. I reminded him that the hotel chose to list on the third-party site and was responsible for keeping its room details and availability accurate. I called Priceline, and they contacted the property. Their representative said they had already spoken with me that morning, apparently assuming it was the front desk manager, and that I had accepted a larger double queen room because my booked room wasn’t available. That never happened. The manager had repeatedly said he couldn’t see my booked room type, never mentioned an upgrade or replacement, and I never agreed to a change. Priceline said the property wouldn’t offer a king room or compensation. I then phoned the front desk and spoke with a gentleman who said he had spoken with me that morning but denied speaking to anyone at Priceline. That seemed strange because Priceline’s contact said they’d already spoken with the only staff member I’d talked to. I asked him to have the GM call me because the night agent and Priceline’s property contact said my room type was visible, while the manager claimed it wasn’t and wouldn’t help. The GM never called. I had clear evidence of what I booked, and several employees confirmed they could see it. The manager made me feel at fault for using a booking platform the hotel chose to use, and seemed to misrepresent what information he had while refusing help. Either he didn’t pass my complaint to the GM, or the GM didn’t care to respond. If the manager had simply owned the mistake and offered a reasonable fix, I wouldn’t be writing this. One of my worst Hilton customer service experiences.

This was my first stay at a Home2 by Hilton. It’s near the Phoenix airport, with a few walkable restaurants, mostly fast food or fast casual, and not much else nearby. The hotel itself is clean and nice, and service was good. I appreciated having a small kitchen with a fridge and freezer, dishes, and utensils. Breakfast is included, and there’s a gym, pool, and laundry room in the workout area. One of the better hotels at this level that I’ve stayed in, with plenty of free parking.