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| - I have used Hilton Hotels in the past, and DoubleTree spcifically. My experiences have been a mixed bag, but usually good. But this DoubleTree is a major catastrophe!
We arrive and get put into a two-queen room. This is June 30th in Phoenix, the high temperature was 108 and humid when we arrived. Our room, the air conditioner was set for the low 50's and the room temp was in the 80's - clearly the AC was not working.
We voiced our concerns by phone to the Front Desk, which said they were putting us in another room and would meet us at the new room's door with new keys. We got there, and waited for those new keys. What we saw as we waited was a box of pizza in the hallway with pieces of pizza all over - I took a picture of that. Also, the pool was a merky green. Remember, 108 degrees and humid (all room doors are OUTSIDE). Finally, since no one was coming with keys, I headed for the Front Desk. I expressed my concern about the AC problem, that no one had met us with keys, and the pizza in the hall. The Manager On Duty was defensive, and another employee glared at me. We finally got into the second room - and the keys didn't work. An Engineer had to come to the room to try to fix the keys - and we discovered the same AC problem in this SECOND room!! I walked down to the Front Desk AGAIN, this time a bit perterbed. The rest of the family was waiting in the room with the Engineer, who was trying to fix the AC. The Front Desk radio'd the engineer and asked (in the earshot of the rest of the family) if the AC was really broken, or if we were just picky guests. The Engineer assured the Front Desk that the AC was totally dead. From what he told us, it sounded like there were a LOT of rooms having AC problems. As we were headed to our THIRD room, we heard (over his radio) the Engineer being re-directed away from our room to another room where the guests had not had AC ALL DAY!!!
We got a third room. For our trouble of having to move our luggage from room to room to room, they gave us 2500 Hilton Points - Not much relief. And this room had the same 'cheap motel room' smell the other two rooms had, but not quite as strong because the room was cooler.
The tub drained very slowly, resulting in showering in 2-3 inches of backed-up water. Some elevators (all outside in the heat) were out, resulting in long delays. The breakfast was satisfactory, but barely. Some of the staff was pleasant, and some was not. The Manager On Duty which helped us had an attitude at first, but finally tried to solve our problem. It was very clear that they were understaffed, and I cannot understand how AC would not be a strong priority for this property. Also keep in mind that this unusually designed property has ONLY outside access to the units, and therefore the building provides little shelter from the heat. Better yet, avoid this property! Way too much wrong here!!!
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