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| - We stayed at the Hilton Phoenix Airport hotel for one night on our way back to Philadelphia from Hawaii. We weren't planning on staying over in Phoenix, but with many flights getting canceled due to the snow in Philly, we decided to delay our flight and spend the night.
We just spent a wonderful week at the Hilton Waikoloa, and my husband stays in Hiltons for work several days each month-- so we really trust the Hilton brand. Sadly, however, our experience at the Hilton Phoenix Airport hotel was an exception. We were quite surprised by the poor quality of the hotel all around.
First, our flight arrived at 9 AM, so we knew we had several hours until our room would be ready. We asked the front desk if we could check in early (before 3), and they said that they would try to have a room ready early but that there would be a charge for early check in. We realize that there is probably a policy that states we should be charged for early check-in, but we have never, at other Hilton properties, been told we had to pay extra for that. We elected not to pay extra, and as there is nothing really in walking distance, we spent the morning and early afternoon in the common space of the hotel. There is an outdoor patio/pool space that has the potential to be very nice.
However, the hotel property is dated, and is not kept up. Some examples of things that made us cringe: There were drink cups left laying around for the entire day, there was a big pile of cigarette butts sitting on top of one of the umbrellas by the pool (see picture), the room, when we eventually got it, smelled like bad body odor, there were (ketchup? coffee? blood?) stains splattered on the curtains in the hotel room (see picture), and the balcony facing the freeway and parking lot was tiny without enough room to sit. One of the worst -- the toilet seat in the bathroom was way too small for the toilet (see picture), so needless to say, it was not an enjoyable experience for me to go in to use the toilet after the boys in the family had used it and got the rim of the toilet dirty. The toilet was not even properly attached to the wall so the whole toilet would rock and bang against the wall when someone sat down.
I had a terrible night's sleep because every time someone on the hall closed the door to their hotel room or the executive lounge, the whole wall shook and the sound echoed loudly down the hall.
The pool was nice for the kids to play in, but the hot tub was broken.
The wireless internet was so slow (slower than dial-up), it was hardly worth my time to sit there and wait for it to load anything.
The executive lounge was average, with a nice sitting area and TVs. The food was below average-- lacking in variety, and the service was grouchy. The internet on the computers was not working the entire time we were there, so no chance to print boarding passes.
There is nothing within walking distance besides a bunch of other hotels.
We ate at Rennick's restaurant, with some eager anticipation because we were hungry and the menu looked decent, and it was our only option. We sat outside in the lovely and peaceful courtyard by the fountain. The waitress was very earnest and sweet. I ordered a Tuna MELT with sweet potato fries. Everything on the plate was cold, though the plate was warm. There was a sprinkle of cheese on the top that looked like it was broiled for 20 seconds to brown, but even that was cold. I asked the waitress to have them re-heat the sandwich, and maybe put a little more cheese on the top. She returned with the cold sandwich and cold fries. She told me that the chef said 'that's how the sandwich is supposed to be'. She even came out with another waitress that affirmed that the tuna melt is supposed to be cold: "it's a tuna salad and comes cold". I pointed out that my fries were cold. The waitress reached over and grabbed one from my plate and said "yeah, it is cold! I'm sorry." She came back later and said that the manager was running to a meeting but would take 10% off for me 'for the inconvenience.' I would have rather had some warm food! I tried to be a good sport and eat it, but it was unappetizing so I left it uneaten. Having to (mostly) pay for the food I did not eat, with not even a token attempt from the restaurant to try and fix it or get me something I liked? Total let down.
The best part of our experience at this hotel was the transportation to/from the airport. Both of the drivers were prompt, courteous and helpful.
I'm sad to report all these issues with this hotel that are clearly inconsistent with the Hilton brand. I was disappointed to say the least, and I hope that Hilton will do something to bring this hotel up to par.
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