Hampton Inn & Suites by Hilton Phoenix Tempe

After a 10-plus-hour drive from Kentucky, my father and I checked in, exhausted. I’d never encountered bed bugs at a hotel before, but the next night we found them in our room. They were on my face and had bitten me, leaving blood and welts on my neck for weeks. I seem to be allergic, and nearly a month later I’m still panicked about bugs. At 1 a.m., we got dressed and went straight to the front desk. They asked if we could lie back down on the bed, and there was no manager on duty or clear idea what to do. They said another guest couldn’t be reached, so we could move to a room across the hotel. We barely slept, then went back at 7 a.m. to speak with the manager at checkout on 2/21. The manager said one room, $206, would be refunded to the card, but also implied the bugs came from us. We still haven’t received the refund. The only email receipt we have says we weren’t charged for a third room. Under ARS 33-1319, as I understand it, once a hotel is told about reported bed bugs, it should offer another room if possible. Why would I be charged for a room when I was expected to sleep with bugs? We had to rush the 28-hour drive home and take extra precautions so we wouldn’t bring bed bugs with us. This was beyond ridiculous. Don’t stay here or recommend it. If I’m ever in the area again, I’ll avoid it at all costs.

Our room at the Hampton Inn at 1415 N. Scottsdale Rd. smelled musty as soon as we walked into 226. The air conditioner looked covered in calcium deposits and was extremely noisy all night. The bathroom was awful, with rotted, cracked walls and rust leaking from the metal shower handle into the tub. Traffic outside stayed loud all night too. It’s one of the worst hotels I’ve stayed in. We first tried self check-in with the digital key after the app said the room was ready, but it wouldn’t work. At the front desk, a staff member said the digital key system probably wasn’t working and made us physical keys.

We won’t book here again. They wouldn’t even give a member a bottle of water, over a dollar. The hotel’s cheap for a reason. There was also a staffing problem, with a cocky kid on the night shift. With that attitude, he’ll probably be manager by the end of the month. 👍

As a Hilton Gold member, I booked expecting good service, but I was disappointed. The room was just okay. The coffee maker had stained liquid in it and clearly hadn't been cleaned, so I couldn't use it. I told Jose, the contact person, on the first day. I got an apology message, but the machine was never replaced during my stay.