The Leo Kent Hotel, Tucson, a Tribute Portfolio Hotel

The room was clean and the location was good, but the stay was especially disappointing given my usually positive experiences at Marriott properties. I could hear weights dropping from the gym near my second-floor room, which made it hard to rest. The bathroom was missing basic toiletries, including a shower cap. I called twice and waited 45 minutes before being told they had run out. Breakfast service was also unacceptable: my order took so long that I was late to an important meeting. Customer service overall was extremely poor.

Breakfast was the bright spot. The Eggs Benedict was the best I’ve ever had, and the breakfast staff were phenomenal. A kind, patient young man at the front desk also showed the level of service this place could offer. The location is great and the decor is adorable, but the room was tiny and needed serious upkeep. A cabinet door was hanging off, the shower handle was coming loose, there was trash in the bin when we arrived, and the thermostat kept changing on its own. For around $400 a night, that was disappointing. Check-in was the worst part. With just two people ahead of me, the short-haired young woman at the desk was already curt with a couple asking about dining hours and local recommendations for the wife’s birthday. She offered no suggestions. The next guest asked how a three-night free promotion worked and whether he’d need to change rooms or check out and back in. She told him to ask whoever was at the desk that day, then repeated that irritably when he asked if he could stay in the same room. When I checked in, she was just as cold and gave no information about outlet hours, ice machines, the gym, or other amenities. I said I’d parked in the garage as the welcome email instructed and paid with the QR code by the elevator. She raised her voice, went to get a manager, then argued over me and interrupted while I tried to show my receipt. The manager eventually sent her to the back office because she wouldn’t stop interrupting. The hotel has potential, with its location, style, and comfortable beds, but the room condition and front desk service made this a letdown. Better staff training and upkeep could make it a great property. At this price, it fell short.

The rooms have lovely decor, upscale furnishings, and comfortable bedding, and the upper floors offer beautiful views. Staff were nice, too. We’ve stayed downtown in Tucson several times, and this is one of the quieter hotels, especially if you get a higher-floor room. Other places sit closer to the action and don’t insulate noise as well. The location is right downtown.

Tristan at the Valet was especially great, friendly, quick on his feet, and knowledgeable about things to do nearby. The whole staff were incredible, and the trip was awesome from beginning to end. I’ll be back.