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| - We travel on several vacations a year all over the world so we are very familiar and comfortable with travelling. I actually don't make bad reviews but I feel I need to alert anyone coming in late with this Drury.
I have stayed before at this Drury and have had a pleasant experience with the park and fly, so I booked again. After we arrived at Phoenix Airport on Saturday 10/17/15 10pm after a very long day of traveling, my family and I collected our luggage and called via the courtesy phone near the luggage carousel. I spoke to someone at the front desk, whom I told I was in terminal 4 and was completing my park/fly who told me to go out door 9 ( there is no door 9 btw - the helpful people in the airport said 3 North where all the other shuttles stop) and waited 35 minutes before my wife started calling. Nathaniel at the front desk reacted as if we had never called and said "they would be right there".
After another 30 minutes we called again and Nathaniel acted again as if we had never called. This time he told us to go to Terminal 1. We insisted we were in Terminal 4, between Doors 1 and 3, and then he said that was fine. We asked if we should just get a taxi, but he said again the driver was on the way. My wife called every 15 minutes, and Nathaniel acted as if it was a "brand new day" every time. We were finally picked up at 12:10am, getting us to our car around 12:25am. We saw the Hilton shuttle 6 times, and were on first name basis with the park and ride drivers.
Wally P., ( if you are still the manager there) you have a serious problem here. You failed miserably at the one task I paid you to do, and counted on by my family to get us back to our car after a long day 7hrs in the air and late arrival. I STILL had a 2 hour drive to Tucson, which topped the whole evening off.
It seems by previous reviews that your night crew leaves much to be desired in the Drury customer service area.
Breakdowns include: 1. The manner in which you keep track of Park/Fly guests. I gave the nice lady my itinerary which was written on a paper list, which I found confusing as did the lady at the front desk. (I assume this is the method on which you stake your information of pickup times later in the week?) It was quite obvious standing outside at the terminal, that Hilton knows, maybe you can find out there system?
2. Nathaniel. Wow, can this guy be any less attentive? Why did he not ask us any questions about our arrangements the first time I called? Even if your method of knowing when guests were coming in failed, he would have been able to smooth it over. Why were we spoon feeding info to him, and forced to call 6 times to get a ride as if we were inconveniencing him? My wife on one call actually asked him to just be honest with her, instead of just telling us the driver was on the way, and we would get a taxi. He said at call 4 the driver was just pulling up and he'd send him right out. Sheesh!!!
My wife was mad as h$!@, kids were all done, and me, I still had the 2 hour drive. The driver had the good sense just to be quiet, and when we got to the hotel, I looked for someone standing at the desk, but it really didn't surprise when I saw nobody.
Very, very disappointing. I expect way more from a Drury.
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