HomeTowne Studios Phoenix - Black Canyon Highway

Lisa at the front desk was so sweet, and there was another young woman working up front who was always smiling and ready to help. Ruth, who I believe is the on-site manager, was also very nice to talk to and always willing to step in. Housekeeping stayed on top of anything we asked for, and I have no complaints. My family and I had to stay here while we waited for our apartment to be ready. They were absolutely awesome, and we got to enjoy the pool and free WiFi.

After moving us to three different rooms, I canceled and booked another hotel across town. The customer service here was absolutely amazing, really above and beyond. The Red Roof Inn Plus in Phoenix West, where we ended up, was ten times nicer and had the same excellent service, though it wasn’t the greatest location. They didn’t have refrigerators or stoves, but some rooms did have mini fridges and microwaves.

Terrie at the front desk had wonderful customer service, but the hotel itself was terrible. People were hanging out in the stairwells, drinking and using drugs. In one room, someone else’s belongings were scattered around, and the other room hadn’t been cleaned. We had no towels or bathroom tissue. I’d booked a month ahead and flown out for my little sister’s graduation, so this was a very bad experience. I have videos of what happened and will post them on Google reviews too. This hotel shouldn’t be listed on Expedia, and I feel I deserve a refund because it wasn’t worth what I paid.

I reserved three nights and called half an hour before check-in. They said my room was still available. At the desk, I waited about ten minutes after a woman named Analise, I think that was her name, told me to wait while she went somewhere. She had no name tag and might have given me a different name. When she came back, she didn’t ask for any information, just said all the rooms were booked. I told her I had a reservation, and she still didn’t check anything before repeating that they were full. Eventually she looked it up and said Expedia had overbooked the hotel because I booked through a third party. I understand they had no room, but the managers won’t respond to Expedia, so I still can’t get my refund. The staff were trashy, and I would never stay here. Consider this a warning.