Hilton Garden Inn Phoenix/Tempe ASU Area

I travel often and rarely write negative reviews, but this Hilton Garden Inn experience was so bad, I feel obligated to warn others. From the moment we arrived, it was one problem after another. Our first room’s lock was broken — you could literally push the door open. The A/C didn’t work. At 2:30 AM, I requested a room change. The only option was an ADA room. It reeked of rubbing alcohol so badly it burned our eyes. The blinds didn’t work, and they gave me clamps to open them — which I couldn’t use due to arthritis. Worst of all? There was food left under the bed. When I reported it, the front desk supervisor, Brittany, told me they only do that kind of cleaning on a “rotating basis.” That’s not acceptable — rooms should be cleaned after every guest. The showerhead was full of buildup with no pressure. They promised it would be replaced. It wasn’t. Just scrubbed with harsh chemicals, making the smell worse. I had to go buy deodorizer just to sleep. We were moved again — our third room in four nights. I sent seven emails to management. Not one reply. No one offered help with luggage. No apologies. Staff acted like I was the inconvenience. Sydney rolled her eyes when she handed me the keys and told me it was a “miscommunication” why no one ever came to fix the smell in our room. The pool area is also unsafe — there’s a 2-inch gap around the edge, either from sinking or shifting pavers. A trip hazard if you’re traveling with kids. To make matters worse, I had to split up my three young children because they took away our connecting rooms. I was alone with them visiting my elderly grandmother in failing health. I didn’t need added stress, but that’s all this hotel gave me. Do yourself a favor and stay anywhere else. The difference in service at Homewood Suites next door is night and day. The manager there was outside greeting guests, chatting with staff — the kind of experience Hilton should be known for.

Staff members walked in our room twice. The second time they just open the door but both happened in the morning. Just inconvenient, other than that room was clean great area.

Wish the store to buy snacks would stay open a little later.