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Business Profile

Hotels

DoubleTree Suites by Hilton Phoenix

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/19/2023

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We had been staying at location for a few days but had to extend stay for another night, and we went ahead and paid for another night $409.00, while my wife was paying I had called front desk about some a issue with the kitchen. This location is very pretty and will try to cheat you out of your honors daily credit if you don't check your reciepts. So after having this conversation with the front desk Lady I recieved a call in my room saying that they needed us to be out of the room for a mandatory cleaning even though we were leaving the next day. To me they were being spite full. I just paid over $400 no mpore then 30 minutes before she agreed paying was being told that we would not be able to enjoy are room fully because we wad to leave so they could clean. I though t there were guidelines put in place because of covid to protect the customer from exposure. They didn't care about my health safety or considerate of anything. So I called Hilton corporate to file a complaint which Hilton automatically submitted the complaint to the location. After which the property called me and said that we would have to leave the property for filling the complaint with corporate and that they would not refund me what I paid for this room and said that they would give me points as a refund. But I didn't pay in point s. I know through regulations that if I am due a refund that I am shoukd be refunded in same way I paid. But this hotel kicked us out 30 min after we paid for our room and refused to refund us. I can't believe that Hilton corporate allows this location to treat customers the way they do. They try to bully customers and intimidate them. The customer service here is really lacking ********************** standard. This was just one indcident at this hotel. I can give you others.ni would think that when your paying for a room for $300 to $400 PER night that you recieve top quality customer service, not be bullied by staff or ********* like unwanted there.

DoubleTree Suites by Hilton Phoenix is NOT a BBB Accredited Business.

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