DoubleTree by Hilton Phoenix Mesa

My Husband and I found this lovely place on trip.com. We just loved it. Lenique she is the nicest lady She made sure we were okay also offered us some cookies. She smiled from the time we got there until the day we left. We will be going back soon.

I was fortunate enough to visit Arizona this past week for a work trip and stayed at the DoubleTree by Hilton Phoenix Mesa. My room was very comfortable, and the front desk staff were kind and helpful throughout my stay. Unfortunately, my experience with the on-site restaurant, The Atrium, and the room service manager Tasia, was extremely disappointing. All week long, even during slow hours, the restaurant service was painfully slow. It consistently took around 20 minutes just to have someone take my order, and anywhere from 40–70 minutes to actually receive my food—which would almost always arrive cold and poorly prepared. Despite these issues, I tried dining there three out of my five days due to convenience. The last straw came when I received an inedible salad that was not what I ordered and appeared old. I spoke with Louis, the general manager, who was very professional and offered to make things right by comping a meal and encouraging me to give the restaurant another chance. Unfortunately, even then, I waited over 30 minutes to be served and ultimately couldn’t redeem the offer because the service was still so slow. The following morning, my last day, I tried multiple times to reach the front desk with no success (understandably, it was a busy Friday checkout). I then called room service simply hoping to speak with anyone who could assist me. A kind young woman answered and attempted to ask her manager how to help. I could clearly hear her manager, Tasia, respond very rudely, saying “That’s not our problem. There’s nothing we can do about that.” When the young woman tried to clarify, Tasia cut her off and said “We can’t help you,” before hanging up on me. I am grateful that the young woman at the very least called me back to apologize for the immature and classless acts of her manager. The absolute lack of professionalism and respect I experienced from certain staff members—especially in management—was shocking and a poor reflection on Hilton as a brand. While I appreciate Louis’ efforts to resolve the situation, the overall service experience left such a negative impression that I will be recommending my company avoid booking with Hilton properties in the future.

Great location, friendly staff and comfortable and clean amenities. I was missing a charge on my final bill. Nique and Zeida were awesome and fixed the issue. Both were super nice, professional, and helpful. 5 stars for both of them.

This hotel is a great example of why I stick with Hilton. The staff if always incredible and this hotel is no different. Asa was very friendly and helped me enjoy my stay as well as always being available for questions or helping with in-house services like next day laundry. Tina with facilities was amazing and helped me immediately when I had an issue with the room door. The service is friendly, prompt, and memorable. There was also a very personal touch to the whole stay. The lobby and adjoining facilities (snack bar, breakfast bar, restaurant/bar) are modern, clean, and comfortable. The hotel overall is undergoing some improvements so some of the rooms are a bit dated compared to the amenities but nonetheless an excellent stay. I travel every week for work and will be coming back here next time I come to Mesa.