DoubleTree by Hilton Phoenix Mesa

房間很讓人感覺很滿意 而且每天有15美金的credit非常實用 健身房也很不錯 總體感覺這是mesa地區最好的酒店了。

房間裏竟然有很多蟲子，還有很大的蟑螂🪳，真的太嚇人了，很難相信這是希爾頓旗下的酒店，再也不會來了，太可怕了

I was fortunate enough to visit Arizona this past week for a work trip and stayed at the DoubleTree by Hilton Phoenix Mesa. My room was very comfortable, and the front desk staff were kind and helpful throughout my stay. Unfortunately, my experience with the on-site restaurant, The Atrium, and the room service manager Tasia, was extremely disappointing. All week long, even during slow hours, the restaurant service was painfully slow. It consistently took around 20 minutes just to have someone take my order, and anywhere from 40–70 minutes to actually receive my food—which would almost always arrive cold and poorly prepared. Despite these issues, I tried dining there three out of my five days due to convenience. The last straw came when I received an inedible salad that was not what I ordered and appeared old. I spoke with Louis, the general manager, who was very professional and offered to make things right by comping a meal and encouraging me to give the restaurant another chance. Unfortunately, even then, I waited over 30 minutes to be served and ultimately couldn’t redeem the offer because the service was still so slow. The following morning, my last day, I tried multiple times to reach the front desk with no success (understandably, it was a busy Friday checkout). I then called room service simply hoping to speak with anyone who could assist me. A kind young woman answered and attempted to ask her manager how to help. I could clearly hear her manager, Tasia, respond very rudely, saying “That’s not our problem. There’s nothing we can do about that.” When the young woman tried to clarify, Tasia cut her off and said “We can’t help you,” before hanging up on me. I am grateful that the young woman at the very least called me back to apologize for the immature and classless acts of her manager. The absolute lack of professionalism and respect I experienced from certain staff members—especially in management—was shocking and a poor reflection on Hilton as a brand. While I appreciate Louis’ efforts to resolve the situation, the overall service experience left such a negative impression that I will be recommending my company avoid booking with Hilton properties in the future.

BLUF - Bad: Needs a lot of repairs and updates. Good: Rooms are large. The tub did not drain, the A/C had to be repaired (took a day), the room was dirty and needed some TLC, the hot timing water was cloudy, the pool was heated but cold, and if the carpet is new, it needs cleaned. As a bonus, the digital key works nowhere except the room (not the side door, the gym, etc). You can tell this was probably a nice Embassy Suites or Hilton in its heyday, but it’s rundown and operating on a thin upkeep budget. The rooms are large, with a sitting area and pull-out couch in the front. That’s about the extent of the good, and maybe the bar. One last note about the A/C… we called the front desk when we checked in to tell them the A/C was not working and the room was hot. We heard nothing back after an hour, so I went to front desk and they said they had a shift change and would get to it. An hour later again, we had not heard anything, so we checked with the front desk and they said they would get right on it. We went out to dinner, came back, and the A/C was still not working. I went to the front desk again and they said a new part had to be ordered and they would fix it tomorrow. I would’ve appreciated some sort of update. The room was very hot, approaching 80°. They gave us box fans, which only moved the hot air around. The highway right out back is too loud to leave the windows open.

This hotel is a great example of why I stick with Hilton. The staff if always incredible and this hotel is no different. Asa was very friendly and helped me enjoy my stay as well as always being available for questions or helping with in-house services like next day laundry. Tina with facilities was amazing and helped me immediately when I had an issue with the room door. The service is friendly, prompt, and memorable. There was also a very personal touch to the whole stay. The lobby and adjoining facilities (snack bar, breakfast bar, restaurant/bar) are modern, clean, and comfortable. The hotel overall is undergoing some improvements so some of the rooms are a bit dated compared to the amenities but nonetheless an excellent stay. I travel every week for work and will be coming back here next time I come to Mesa.

Asa and Fabian at the front desk are great! Extremely helpful!!!! Had a room issue, and they took care of it immediately.