DoubleTree by Hilton Phoenix Gilbert

I've stayed here two months in a row for work. Pros: the rooms are very comfortable - good size and cozy bed. Romaine at the front desk is a gem. Kody at the bar is also fantastic. The location is central to most things in Gilbert. Cons: some members of the staff lack professionalism and training. There seems to be a disconnect in communication across the board. I reached out before my first stay to inquire about steamers on the property. I was assured they are available upon request at the front desk. When I asked for a steamer upon arrival, I was told very bluntly that they don't have any. When I asked a different associate the next day, I was told they DO have them, but I needed to talk to housekeeping. I filled out a survey after my visit and the manager apologized and assured me that a steamer would be available for me in the future. Upon arriving for my second visit, I asked about a steamer and was told by a different associate that they don't have steamers at the property. I asked another associate a day later (Romaine) who was not sure, but took my information to pass to housekeeping and promised that one would be brought to my room if available. She went above and beyond by tracking one down that night and personally delivering it to me. Overall, this is a decent hotel with reasonable accommodations, but if you need to interact with the staff you may be left confused and frustrated.

Bed in our room was super soft, like sleeping in a boat lol. Pillows had to be stacked 4 high to sleep on them. Fairly clean room except for what looked like blood that we had to clean off the rim of the toilet. 🤢 Shampoo, conditioner, body wash and lotion supplied in big containers. Quiet rooms and friendly staff.

Terrible experience. Shower does not drain. I was taking a shower and the bath tub is filling up with water. I checked to make sure the drain was open. It was. But was very slow draining so you standing in several inches of water while you shower. Also more water comes out of the spout than the shower head. I asked for both of my rooms to be connected. We have small children and wanted them to access our room directly instead of having to go out their door into common hallways to get to our room. I specifically requested this when I called to book the rooms. When I chose my rooms, I assumed my preferences would be reflected in my room options. They weren’t. And they did not have any rooms available when I realized the mistake. My cell phone Hilton app downloaded the room keys but would not open the exterior side doors. Did not realize this until we already unloaded our luggage for family of 7. When I told front desk the problem, all they said was oh, I will make you a room key. These keys did not open the side doors either. Very frustrating after a long day of travel. The gym was nice but the comfort of the bathrooms and building accessibility are terrible. Try somewhere else first in my opinion and call to verify preference before you arrive. I stay in hotels over 200 nights a year and was very disappointed in this hotel.