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| - I had second thoughts about staying here because of some of the other reviews, but I thought maybe they were just being too picky because I have never had an issue at a Hilton hotel. I figured how bad could it be. I should have listened to my gut feeling to book somewhere else and just pay the extra $100-$200 for one of the nicer resorts in the Phoenix area.
To start off I had two holds put on my debit card while we there and when I tried to speak with the person at the front desk I was told "no there is not", even though I could clearly see the two holds, and my bank contacted me. They insisted one was cancelled, but it was not. . I did not continue to argue with the man at the front desk because I was clearly not going to get anywhere with him and I just wanted to relax. Then the day we checked out there were still two holds, and a charge. This put a hold on my debit card, it was easily straightened out with bank, but not something you want to deal with while on vacation. As of today there are still two pending holds on my card plus the room charge. Also when I was checking in there was a gentleman checking out that was pretty upset with the charges he had placed on his card. I figured he just did not understand the hold, but I was proven wrong because I am now having the same issues.
I requested extra pillows and towels before check in and I did not receive either. So I had to call down to make the request again at 10pm with two vert tired children. It took almost an hour to get our extra pillows, and the extra towels did not arrive until the next day.
The pullout sofa was filthy and stained, and also very uncomfortable since it was sinking in on one side and the other side was sticking up. Plus it was very hard, the floor would probably have been more comfortable. The extra blankets they provide are like crepe paper, very thin and scratchy. My kids were miserable and had a hard time sleeping. The bed itself was pretty comfortable, but the pillows were not at all.
Floors were also filthy and stained. I did not feel comfortable walking around barefoot much less letting my kids sit on the floor.
This is not something I expect at a Hilton or for any hotel that charges a resort fee on top of the resort room rate.
The pool and water park were the best thing about this place, the whole family truly enjoyed the water park.
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