Doubletree by Hilton Phoenix - Tempe

The staff were fantastic, friendly, and funny, and if all you need is somewhere to sleep, the place can work. It feels more like a motel than a hotel, though, and the rooms and cleanliness are where it really falls short. There were stains on the bedding, towels, and walls. My room had a broken screen, hair caked onto the bathroom ceiling, and a showerhead covered in hard-water marks and calcium buildup. Checkout was confusing too: the door said noon, my key stopped working at 10:30, and the desk told me checkout was at 11.

The location was nice, the staff kind, and breakfast was good. The pool area was pleasant, and they also run shuttles to and from the airport and other places within a certain mile radius. I was out exploring Arizona most of the day, so I mainly used the room to shower and sleep. It felt very motel-like, with dust in the vents, a loose showerhead, and some worn molding. The rooms weren’t great, but they weren’t gross either. If you’re particular about those details, you’ll likely be disappointed; if they don’t bother you, you may enjoy the stay. I was there in October.

I still don’t know why my white linen dress hasn’t been found. I reported it after checking out, while I was still in Phoenix for a conference, and later got an email saying it wasn’t in the database. I’d stayed at the DoubleTree by Hilton Phoenix Tempe the week before. The day after checkout I realized I’d left the dress behind and went back to ask about it. The front desk woman didn’t greet me or seem willing to help. She just said, “You can’t get it today,” without explaining why or what I should do. She opened a file but didn’t ask me to wait or describe the process, so I sat in the lobby. When I returned to ask again, the manager said in a dismissive tone that the desk was “helping me” and that I’d walked away, which wasn’t true. As an international guest whose first language isn’t English, I still expect basic courtesy and clear communication, especially from a hotel that represents Hilton’s standards. The lack of greeting, empathy, or instructions made me feel unwelcome and disrespected. America is diverse, and hotels should treat people from all backgrounds equally. I’ve stayed in hotels in many countries and never had service this unprofessional. Some places have a lost-and-found department or at least tell you when something is left behind. When I said that, the manager replied, “Adults don’t need to be reminded.” I understand that point, but everyone forgets things sometimes, and the response was rude and unacceptable. To be fair, another staff member who helped at check-in was kind and professional.

The lobby and common areas had charm, smelled lovely, and the staff were welcoming and accommodating. But the guest rooms were a letdown. Ours was dark, worn, and dated, with a very loud AC unit, beat-up furniture, damaged towel hooks, and caked-on dust and cobwebs. My daughter even tore her socks on a damaged floor transition strip. We were in town for a youth sports stay-to-play event, and as Hilton Honors Diamond members we usually pick Hilton when we can. Our team had a choice between a Marriott and this Hilton DoubleTree, and the Marriott turned out to be the better option. The rooms need significant updating, so we wouldn’t recommend staying here right now, despite the lovely team members.