Hilton Phoenix Chandler - Chandler, Arizona

Heather D.

Nice lobby, clean and comfortable rooms, close to the hospital which is why we were there. Also close to restaurants and shopping. But the best part was the staff! A family member was in the ICU who had been on vacation and we all had to fly into Phoenix. The hotel was amazing at accommodating us adding, subtracting and changing rooms depending on how many of us were there each night. And they were so kind about it. We were there for more than a week and it was a terrible time we were going through; having this hotel as our home base was an absolute lifesaver. Thank you to the staff for your empathy and kindness and to the hotel for being such a comfortable place to stay.

Liliana E.

I am currently at the hotel, having had limited options for a last-minute change. As a Hilton Honors member, I expected better. The man in the lobby answering phone calls could benefit from improving his phone etiquette. When I called with a question, he hesitated, gave a brief response, and hung up before I could say anything else.

Reporting bugs in the bed was another frustrating experience; no one answered my call, and I was put on hold for a long time. My kids and I ended up sharing one bed, and in the morning, my child found a beetle on the extra bed’s pillow. This is unacceptable! The only reason I’m giving this place a star is due to the wonderful woman at the breakfast buffet in the dining restaurant downstairs. She was attentive, kind, and always willing to help—she deserves five stars.

Overall, the room was in poor condition, and the front desk staff was rude. This experience has left me incredibly disappointed, and I’m considering moving my business elsewhere. This isn’t the first time I’ve encountered rude service and cleanliness issues at Hilton properties. As a frequent traveler for work, I expected much better.

(Trying to upload the photo of the bug and shower yet closes application every time)

Glenn B.

The showers are tiny. Be careful if you get anything from the little store in the lobby. There's a reason they don't have prices. They will also charge you a recapture fee. One 20oz soda and one 16oz monster finally cost $15.25.

Candiece K.

I am beyond disappointed with this hotel and will never stay here again. My issue isn’t with the stay itself, but with the shockingly poor customer service. An employee mistakenly charged me over $200 for my sister’s room when I simply tapped to pay for a $5 yogurt and $4 sandwich—due to sheer carelessness and a lack of attention to detail. When I addressed the mistake, the front desk clerk voided the charge but offered no apology or solution, only saying, "Your money should be back in a few days" and suggesting I call my bank to expedite the process. Even after speaking with the manager and general manager, I received nothing but cold, dismissive responses, treating my concerns as an overreaction. As a loyal Hilton customer, this experience was a total letdown.

Kathy D.

Nice room but we are 2 handicap seniors and you have no one to help with bags!!! Very disappointing. Gal named Jaydee(I think) from front desk helped us finally. She is a credit to your organization.

C D.

Similar to another guest complaint, I was awakened by a tapping sound because my room was directly next to a factory across the street. Then I moved to a room where my view was some type of machinery. 3rd room change immediately after, I’m placed back on the same side of the factory. At this point I give up.

I come down for breakfast and Cynthia is the least kind individual in customer service!! Not once did I receive a smile or her coming to check on me, yet I see continuously following up with the other patrons, offering them drinks to go, telling a family that she won’t charge them for certain items, etc. I had 2 stop her twice to request items. I was definitely the only POC there and it was obvious during my visit to the Taste Bistro. Her lack of attention and disdain in her demeanor is in comparison to a gas station attendant.

Denise M.

We had to change rooms because the first one smelled like sewage. The second room didn’t stink, but housekeeping failed to clean stool splatter off the toilet seat. Luckily, I had Lysol wipes on hand. The liquid soap in the shower was empty. The rating was due to poor housekeeping neglecting details.

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Positive: Convenient Negative: The trash cans were not lined. The shower leaked outside the shower doors(slipping hazard when getting out) I did have towels laid out