DoubleTree Suites by Hilton Phoenix

I made a reservation through Agoda in July for a 5-day, 4-night stay at DoubleTree Suites by Hilton Phoenix. Upon check-in on October 6, I was informed that all rooms were fully booked and was told to move to another hotel for two nights before returning. I expressed my dissatisfaction, but the DoubleTree staff said there was nothing they could do and directed me to stay at the Crowne Plaza Phoenix Airport – PHX, assuring me that DoubleTree would cover the cost. Reluctantly, I stayed at the Crowne Plaza for two nights. However, both the hotel and the room fell far short of my expectations. The room provided (Standard Room, 1 King Bed) was of a significantly lower grade than the one I had originally booked at DoubleTree (1 X 1 Qn 1 Bdrm Ste Mobility Accessible Tub) and did not include breakfast. I also confirmed through Agoda that there was a substantial price difference between the two rooms. When I returned to DoubleTree on October 8 to check in again, I filed a complaint about the unfair situation and requested a refund for the rate difference between the two hotels. However, I was told that since I had booked through Agoda, DoubleTree could not take any action, and my request was denied. The root cause of this issue was overbooking, which caused significant inconvenience to me as a customer. The subsequent response from DoubleTree was extremely poor and unprofessional. Even though I made my reservation three months in advance, I was still displaced to another hotel. I requested an official explanation as to why I was selected to be relocated, but I never received a satisfactory answer. I also filed a formal request through Agoda for appropriate action regarding DoubleTree’s unfair handling of the situation, but I was informed that my request was rejected by DoubleTree. What was supposed to be my first enjoyable trip to Arizona has now become a deeply disappointing experience—one I will remember as a nightmare caused by DoubleTree. I respectfully request a formal investigation, a clear explanation, and appropriate compensation for the inconvenience and service failure I experienced.

Close to PHX airport (10 minute free hotel shuttle available - first bus 5am from hotel to PHX. Swimming pool, restaurant and 24 hour F&B machines available. Spacious room and clean.

I have stayed here before so I knew the property. Unfortunately the room I was in this time had had some leakage from the upstairs bathroom which had left the wallpaper in my bathroom damaged. Bedroom had a huge crack in the ceiling also. The rest of the apartment was lovely. Bed comfy. Couch comfy I would give it a 9/10 this time.

while the exterior grounds of the hotel were well kept and enjoyable, in my opinion, the rooms were substandard to be be included in either the Doubletree or Hilton family of hotels. The room was spacious, but had cracks in the ceiling and had wallpaper peeling from the walls. The shower pan looked like it still needed a cleaning and appeared to need some more grout/caulk work. I even found two artificial fingernails on the floor… Definitely not acceptable for the price point. The small snack shop in the lobby provided overpriced goods such as $5 Snickers bars and $5 bottles of soda. On the plus side, all staff members encountered were very helpful and friendly.