Home2 Suites by Hilton Phoenix Downtown

Amanda made us feel right at home, and the bar staff served great drinks with amazing service. Our clean, comfortable room and the inviting atmosphere made the whole stay feel welcoming. The location was perfect for catching games at both the Phoenix Suns arena and Chase Field. Fantastic experience from start to finish, and I’d highly recommend it to anyone visiting downtown Phoenix.

Breakfast was fresh and delicious, and the bartender was friendly and made the best drinks. Our room was very clean when we checked in. The front desk staff were super patient and accommodating.

The studio room and kitchenette were convenient, and the downtown Phoenix location is great for walking around. But the state of the room outweighed those benefits, and I wouldn’t stay here again. The shower was dirty and visibly stained, with rust and dirt built up in the corners. The kitchenette sink leaked, its handle kept coming off, and the bathroom door was off its track and hard to slide, as if it needed repair or lubrication. The hotel feels basic and focused on convenience, but the cleanliness and maintenance problems were significant. I meant to submit an official review through Hilton’s survey, but I missed the window while traveling.

The first morning of our November stay with my wife, we found a bed bug in the room. I brought it to the front desk. They apologized and moved us immediately, which I appreciated, but the rest of the service was a disaster. The replacement room was a downgrade, and the cleaning staff walked in on us the next morning because the system hadn’t been updated to show we’d moved. Twice that weekend I went to the front desk and was told the manager wanted to speak with me. I didn’t actually talk to the manager until 12/17. They told me Ecolab had inspected the room and found no bed bugs, so they said we hadn’t seen one. I asked whether Ecolab examined the bug I had brought down, and they had no answer. I have a photo and video on my phone, and a friend at Plunkett’s is 100% certain it’s a bed bug. Neither the hotel nor Ecolab has seen the images, despite my offer to send them. I didn’t make a scene. I only wanted the rooms comped, but the best they offered was a 30% discount. I’ve been a Hilton Diamond member for years, and can’t imagine how they’d treat someone without status.