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Reviews of DoubleTree by Hilton Phoenix - Gilbert

4 out of 5
DoubleTree by Hilton Phoenix - Gilbert
1800 S Santan Village Pkwy, Gilbert, AZ

Reviews

7.6

Good

Rating 10 - Excellent. 425 out of 1001 reviews" "
Rating 8 - Good. 212 out of 1001 reviews" "
Rating 6 - Okay. 152 out of 1001 reviews" "
Rating 4 - Poor. 126 out of 1001 reviews" "
Rating 2 - Terrible. 86 out of 1001 reviews" "

7.8/10

Cleanliness

8.2/10

Staff & service

7.4/10

Amenities

7.6/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities
Two thumbs up
Stayed 2 nights in Apr 2024

6/10 Okay

Elizabeth

Travelled with family
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
This hotel looks like it used to be nice, but now it’s on the downturn. When you look at pics/walk in the lobby looks nice and clean and impressive. But the rooms are bad! Our first room had some food crumbs on the table and around on the floor-no big deal, we brushed it off, but the bathtub would not drain. So we asked for a plumber or to move rooms. Due to time of day, they offered to move us rooms…so we did. Second room was on the second floor-the hallway was SO dirty-drywall pieces all over the floor, stained carpet, wrapped in various places along the walls…whatever no big deal. But the room was bad! It smelled of urine so badly we couldn’t be in the room for 30 seconds-I’m talking like a homeless person had been in there. It was bad! So we went right back to the front desk and asked for our 1st room back-but he offered us another room on the 3rd floor. We went it and it smelled like sewer, but after checking toilet we realized it was the shower drain smelling. (Room 330) We decided to just deal with it. Something in the bathroom wall kept making a loud engine sound but we closed the door to the bathroom and called it a night. The beds were comfy and clean but the floors are so dirty-in all the rooms. I think a lack of good cleaners is going to be the detriment of this hotel-it’s in a great location too, which is a shame. One other thing-the walls are thin and you can literally hear all street noise and neighbor noise. The staff was super nice-all if them!
Stayed 1 night in Apr 2024

8/10 Good

Tiffany

Stayed 2 nights in Apr 2024

8/10 Good

Jamie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Would definitely stay again! Friendly staff, quiet and nice lobby area and the room was spacious with a comfy bed and a nice tv!
Stayed 4 nights in Mar 2024

4/10 Poor

Darren

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Room was not what we expected from online pics at all.. Found black mold in our bathroom in several places. As much as we paid, should have been great experience. Will not stay here again
Stayed 4 nights in Apr 2024

8/10 Good

Kevin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really enjoyed my stay at this hotel. I will look at staying here again..
Stayed 2 nights in Apr 2024

10/10 Excellent

Francisco

6/10 Okay

Danielle

Liked: Cleanliness, staff & service
Stayed 1 night in Mar 2024

10/10 Excellent

Denise

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff is wonderful and helpful especially Joy and Orlando.. !!! Very accommodating and hospitable.. will be back in July!
Stayed 5 nights in Mar 2024

6/10 Okay

Gloria

Liked: Staff & service
The photos showed carpeted rooms, they were not. We asked for handicap access close to the elevator and were put in the farthest room from the elevator, no maid service and had to ask for coffee and towels, overpriced for the service!
Stayed 2 nights in Mar 2024

2/10 Terrible

Janet

We booked a junior suite for 6 days & our room was never cleaned/trash not taken out until the 5th day when I stopped a cleaning lady out of my room. I requested from the front desk on the 3rd & 4th day & was promised that it will be cleaned but was never done . One of the towels had a blood stain. The hotel restaurant was very understaffed.. the cashier was also the waitress & told us that there was only one Cook.. waited for hours for expensive breakfast. I always use Hilton hotels but I will never go back to this hotel. Hilton should take their name out from this place.
Stayed 6 nights in Mar 2024

4/10 Poor

Wendy

Disliked: Cleanliness, property conditions & facilities
The hotel is very old and need updating. Carpet is old and dirty. A lot of masking instead of updating and replacing. Price did not match the quality of the hotel.
Stayed 1 night in Feb 2024

2/10 Terrible

Mohammad

Business traveller
The Asian guy in the front very bad customer service and his very rude
Stayed 1 night in Feb 2024

6/10 Okay

Leigh

Travelled with partner
For a Double Tree Hilton, I expected much better! Parking was limited and shared with another hotel. The windows were so thin, you could hear everything outside. There was no carpet in the room (no biggie) but made for a very loud room with the echo. Not impressed! Glad we only stayed one night!
Stayed 1 night in Feb 2024

8/10 Good

charles

Stayed 1 night in Feb 2024

8/10 Good

Marlow

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was nice, but the room looked NOTHING like what was in the pictures. Also, the restaurant was not really a restaurant. We ordered food instead.
Stayed 1 night in Feb 2024

10/10 Excellent

Camelia

Liked: Cleanliness, staff & service, property conditions & facilities
Stellar accommodations..
Stayed 1 night in Feb 2024

6/10 Okay

Laura

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I would not recommend for the price. No breakfast included, room was out dated.
Stayed 1 night in Feb 2024

10/10 Excellent

sue

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was convenient to my daughters house. Anything you could possibly need is within the surrounding area.
Stayed 2 nights in Jan 2024

6/10 Okay

Miosotis

Travelled with family and small children, Business traveller
Liked: Cleanliness, staff & service
We didn’t have pillow case in our room. The room felt hollow and quiet, almost incomplete. Because there’s floor instead of carpet, I could hear every single movement from the person above me. No complimentary breakfast. The staff was great and accommodating.
Stayed 3 nights in Jan 2024

10/10 Excellent

Emil

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Jan 2024

6/10 Okay

Angela

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
This is an outdated hotel with obvious signs of where and much older furnishings. For example, there was cracks in the tub and rusting on the bathroom floor. It wasn't the worst place I've ever stayed but I definitely had to adjust my expectations quickly when I walked in the room.you have to pay for coffee in the morning as well which is interesting
Stayed 2 nights in Jan 2024

10/10 Excellent

Richard, Tucson

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
A bit old, small low tech tv. Nice staff, clean large rooms. Good food at good prices. B to A-
Stayed 1 night in Jan 2024

6/10 Okay

David

Stayed 1 night in Jan 2024

8/10 Good

Teresa B

Travelled with partner
Liked: Cleanliness, staff & service
Staff very nice and helpful! Hotel was clean but a bit tired. Room was fairly basic, but clean and tidy. Bathroom lights very dim. Price was decent so all in all the experience was fine.
Stayed 1 night in Jan 2024

6/10 Okay

Helena

Travelled with family
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
It's very tired looking, the rooms are more like a holiday inn than a DoubleTree (in Europe anyway). Restaurant is limited and doesn't do room service and is not open all day. No pool bar (this is advertised on the website). Pool is nice and the people working there are nice.
Stayed 4 nights in Jan 2024

4/10 Poor

Ted

Disliked: Cleanliness, amenities
The room was no way close to other Double Trees I have had at. The room felt like an open studio. No substance. Noisy.
Stayed 1 night in Jan 2024

10/10 Excellent

Joe

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was exactly as advertised!
Stayed 1 night in Jan 2024

8/10 Good

JOHN

Travelled with family
Stayed 1 night in Jan 2024

4/10 Poor

Carliann

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Extremely loud visitors upstairs and on same level as my room, and loud/disruptive maintenance staff. Visible dirt inside of the room and bathroom.

10/10 Excellent

Hope

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024

6/10 Okay

Amanda

Disliked: Cleanliness
Basic
This hotel was basic-for the price I expected it to be a better experience. I also expected the room to be cleaner. It did the job but that was about the extent of it for me.
Stayed 4 nights in Jan 2024

4/10 Poor

leigh

Stayed 1 night in Jan 2024

2/10 Terrible

REBECCA J

Stayed 2 nights in Jan 2024

4/10 Poor

Remigio

Travelled with family
Disliked: Property conditions & facilities, room comfort
Terrible room.
Bathroom had a strong odor like sulfur coming from the bathtub drain. ! We stayed In Room 103 you could hear footsteps from above all night long into the morning as well. Sounded like Godzilla was walking around above this room. No a very pleasant stay !
Stayed 1 night in Jan 2024

8/10 Good

Michael

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023

10/10 Excellent

Melanie

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Friendly and Clean
Very friendly and clean. Great place to reconnect with my kids after a long time apart. Thank you!
Stayed 2 nights in Dec 2023

8/10 Good

David

Travelled with family
Liked: Cleanliness, staff & service, amenities
When we got there Friday, the door would not lock/ close properly. Also when i took a shower i was standing in a puddle of water. Called maintenance they took care of it. No problems after that.
Stayed 7 nights in Dec 2023

2/10 Terrible

Tim

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Never ever stay at this hotel! The worst ever!
I checked in at 3:30 pm. I put my luggage in the room . An expensive bottle in the room for my girlfriend. Set it up for a nice romantic evening. When we got back to the hotel after a night at the theater and food afterwards, my room had been given to someone else. I couldn’t get it. The front desk not only would t help me but threatened to call the police on me when I calmly asked them to get my luggage and personal items out of the room. I am extremely disappointed that after I had been in my room at 3;30 pm and put my things int he room that they would give it away to someone else? How does that happen and where are my belongings? They wouldn’t give them to me and said I was lying! I want my money back and my belongings! And more. This is outrageous. They ruined a night I had been planning For a long time!
Stayed 1 night in Dec 2023

8/10 Good

Dino

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Shower head needed to be changed!!!
Stayed 4 nights in Dec 2023

8/10 Good

Catherine

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The air conditioning unit in my room which is located under the window was leaking. I had to put towels on the floor around the air conditioning to stop the water from coming towards the bed.
Stayed 3 nights in Dec 2023

4/10 Poor

Gale S

Travelled with family
Disliked: Staff & service, amenities
They did not provide daily room service, it was only by request. This allowed garbage can to overflow, wet towels to remain, towels not replenished and coffee station to remain depleted. We had to request service three times before it was done. Therefore we had to go to the front desk to get clean towels. We were given sheets and were told to change our own bed. Very disappointing stay.
Stayed 7 nights in Dec 2023

2/10 Terrible

Jeanne

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023

6/10 Okay

Alecia

Stayed 1 night in Dec 2023

4/10 Poor

Jamie

Stayed 1 night in Dec 2023

4/10 Poor

Jesse

Disliked: Cleanliness, staff & service, property conditions & facilities
Expected better!
It could be better for the price. Keys didn’t work, walls needed repairing. It’s ok, but expected better!
Stayed 2 nights in Dec 2023

10/10 Excellent

ANTOINETTE

Stayed 1 night in Dec 2023

8/10 Good

Faylene

Travelled with family and small children, Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
No space to park after 10 pm
Stayed 1 night in Dec 2023

2/10 Terrible

Jason

Stayed 2 nights in Dec 2023

2/10 Terrible

Lizzie

Disliked: Cleanliness, property conditions & facilities, room comfort
One night of bad experience
Very dated. Needs update asap. No USB port in first room and when they changed my room, 2 out of 3 USB port on a desk lamp did not charge The shower curtain was a nice curve one but it was installed so high up that the curtain didn’t stay inside the bathtub. I tried so hard to keep water from splashing out under the curtain There was a very sorry looking ormahair in the room that looks like it was salvaged from the senior home. I’m sorry the stay was not pleasant at all.
Stayed 1 night in Dec 2023