DoubleTree by Hilton Hotel Phoenix - Gilbert

Great people work here. Jhoy is outstanding at the front desk. The cleaning crew are friendly and helpful. The only downside is the restaurant offers almost nothing for the evening meal. It has become pretty much a breakfast place. We stay here every year, when we visit family in Gilbert.

The rooms are very spacious, but the condition of the property and housekeeping is poor. It's pretty clear that they don't care/have given up. We left the Do Not Disturb sign on the door but when we returned it was clear that housekeeping had entered the room but didn't even finish cleaning the room. They left us with no towels, only one bed was made, and we believe they rummaged through out suitcases.

Lobby and rooms are nice but hallways, carpet, AC units, and elevator feel old and super worn.

Brock’s was very limited and honestly the only reason I did NOT give 5 stars. The Thursday staff bartender and what seemed to be custodian with the ponytail and his best grey sweatpants were busy having conversations bashing the dirty condition of the bar area and the tables and floors were filthy! There were more flies paying me and other guests attention than the staff you pay. The front desk staff of all hours were amazing!! Cleaning ladies were amazing! The young lady that works the morning breakfast shift milaya (I think) was so sweet and great! Now the morning cook on Friday was out of everything wore her black kitchen gloves in and out of the building touching dirty doors and going back to the kitchen to cook..I ordered the French toast and a good size piece of black plastic was cooked to the bottom on one of the pieces. I was shocked that no one else seemed to think this was odd and bad sanitation. The second order was much better. I would say plan on meals elsewhere because you don’t have many options and the hours for food are very limited.

The room was dirty and dusty. Everything felt worn down. The furniture surfaces had stains in them and there was a mini fridge in the middle of the floor instead of in the designated cabinet (which was just empty). The pool was also dirty and full of dirt on the bottom.

My wife and I were traveling with our 7 pound puppy. We were in the process of moving out of our house so we were looking for a pleasant place to stay a couple nights close by where we could relieve the stress from the day. The visit to this hotel started good with the front desk girls making a fuss over the puppy. The room was clean and the AC worked great. I brought a bottle of whiskey to the room for a nightcap. We left early the next morning to knock out the rest of the move. Upon returning to our room that evening, the whiskey bottle was gone. Sure couldn’t have been mistaken for anything else, especially TRASH! Come day if checkout, I approached Alicia at the front desk to inquire about a late checkout. She granted a 1:00pm checkout (opposed to the original 11:00am) which was going to work well. I also mentioned the whiskey that disappeared and Alicia said she would check with housekeeping. While finishing up our move, around 12:00pm I received a phone call from the hotel. It was Alicia, the same person who gave us the late checkout. She said housekeeping entered our room and all of our belongings were still there. HELLO!!! Alicia, you were the one who said we were good until 1:00pm. She said oh it wasn’t shown in the system. SMH. When we arrived at the hotel to actually check out, I asked Alicia what she found out regarding the missing whiskey. She said the maid didn’t take anything and they only make the beds. Ok Alicia, then how did it magically disappear along with a bottle of Coke that was next to it? I asked for some compensation, like waiving the pet fee of $75 since it wasn’t a cheap bottle of whiskey. She said she’d have to ask her manager and they would call me. Needless to say, I have yet to receive that phone. Okay hotel, good location, but a team of employees with very little customer service.