City Express by Marriott Tempe

The place was clean and well run for a hotel that had just opened, and the staff worked hard despite the challenges of opening on short notice. The breakfast was good, and the maids were kind and attentive. The rooms were spacious with new furniture and paint. I didn't have a fridge, but they were installing one in every room as of today. If something wasn't in your room, the front desk would get it for you. The hotel recently changed management, and I think some of the reviews are a bit harsh. The staff really go out of their way to make your stay nice. It's in a great location, and I recommend it. I'll be back. Shout-out to the receptionist with pink hair, whose name I sadly forgot. Sorry, babe, you're great at your job and made my stay wonderful. Cheers to everyone at city express.

This whole experience was incredibly frustrating and unprofessional. After I got home, two days after checkout, I discovered that the card I'd given them for incidentals had also been charged for the room. The hotel had already charged that room to my prepayment, so I've started disputing the double charge with my credit card company and have proof of the earlier payment. At check-in on Friday that week, the desk told me I hadn't paid. Two clerks and a manager eventually found my payment in the old system and took my card for “incidentals.” Later, when I tried to use the card, I learned they had preauthorized the full stay plus the $50 incidental authorization. I went back downstairs, and they said they'd check with the manager. A few minutes later, they called my room to say the prepayment had been applied and I shouldn't worry. I'd made a prepaid reservation in September. On December 8, I got an email saying the previous franchise chain had “terminated” the hotel. That day, the previous chain's customer service told me the reservation was still at the hotel and the prepayment was applied, but neither could be refunded. The next day I called the hotel and Marriott, the new franchise, and both assured me the reservation remained and the payment would go toward the room. The hotel also lacked most of the amenities I expect from Marriotts, and the noise was unacceptable.

I stayed here a week after it opened, and it didn't feel ready. The room still needed work, and I had incorrect charges on my credit card that I had to dispute. I couldn't reach the hotel because the new phone number was out of order. To be safe, choose the Aloft across the street.

I usually prefer Marriott hotels, but this stay made me question that loyalty. The reception team managed a level of rudeness I hadn't encountered before, and I'm still dealing with a billing problem that feels harder to solve than a tax audit. I may just dispute it with my credit card company. Marriott regulars should probably avoid this place. If you want a story about your worst hotel experience, though, this could be the one.