Homewood Suites by Hilton Phoenix Airport South

I rarely give one star, but this deserves it, especially when a company as big as Hilton can’t make things right. I’m sharing this so anyone else with the same certificate knows what happened. I was given a complimentary night certificate for a Homewood property at the “standard rate,” called a “Be My Guest” certificate. Online, though, there was no standard rate, just options like flexible, semi-flex, and non-refundable. I assumed the cheapest option was probably the one covered and chose non-refundable. When I presented the certificate, the hotel said it couldn’t be used because I hadn’t booked the standard rate. The front desk pulled up the computer and said there was no standard rate, and I should have picked Flexible Rate instead. When I asked how I was supposed to know, the employee just shrugged. The manager said they couldn’t help and sent me to Hilton’s phone number. Hilton also refused to refund the room or issue another certificate. I understand the room was non-refundable, but advertising no standard rate online while requiring one feels highly deceptive. I’m out $235.

Shannon was especially helpful when we arrived during technical difficulties. He went above and beyond to find the room we needed for the night, even though things were going wrong. Everyone at the front desk was friendly, kind, and helpful. The rooms were clean and spacious, with food within walking distance, and the courtyard was really nice. It was quiet on a Saturday in September. Nice place near the airport, with a shuttle service you can reserve.

The staff took care of every detail and were consistently attentive and courteous. The amenities were well maintained, and breakfast had a broad range of fresh, well-prepared choices that made mornings enjoyable. I had a very comfortable stay: the room was spotless, spacious, and nicely designed. A relaxing experience from start to finish, and I’d recommend it to anyone looking for comfort and quality while traveling.

My room was clean, and the staff were polite and professional. But if you need a decent kitchenette, I wouldn’t stay here. I couldn’t even boil water on the stove, so cooking dinner efficiently wasn’t possible. I’m a Hilton Diamond member and stay at Homewood Suites regularly, and this was the first time I couldn’t cook properly.