DoubleTree by Hilton Hotel Phoenix - Gilbert - Hotel in Gilbert - 1800 S Santan Village Pkwy, USA

My friend and I stayed in this hotel for three days, and the experience of staying there was beyond my imagination, especially Miss Jhoy at the front desk, who was very nice and friendly! With his hearty laughter, sweet smile and thoughtful service, I will never forget my life. When we mentioned their decoration, he took us to visit their decorated model house. He was a really good service staff. If I could give seven stars, I would definitely give seven stars.

Clean,quiet, and very close to restaurants and entertainment, Top Golf was within walking distance. Our room was clean and had a nice view. The pool was clean and refreshing. I will definitely come back next time I visit Arizona

I decided to stay here for 3 nights due to its close location to SanTan Village and all the endless food options. However, I must admit I was let down. As a Diamond member I get a daily food/drink credit. I used it for dinner and ordered nachos and pretzel with beer cheese to go. The nachos had chicken when I asked for pork. The chips were hard and stale. After a couple of bites I couldn’t keep going and tossed it. The pretzel was a disgrace. Wrinkly from microwaving it too much, and ripped into pieces, it was inedible. The pieces were literally rock hard. I was embarrassed they send this out and have it on the menu! Trashed. I didn’t order food the next day. The room is a good size. The shower head needs replacing. The AC unit is so loud I had to turn it off every night. The walls are so thin I heard the next door snoring and their phone conversations. Insane and annoying. Again, the room is decent if not for the outdated AC, thin walls, terrible food. The front desk was nice, the cookies are always bomb, and she did tell me they are undergoing renovations. They need it stat! Until then would not stay again.

The 2 stars is simply because the room was cool when we walked in… so from the start, it hasn’t been very good. Deborah was acting like I was bothering her by checking in. There were long moments of silence that made it ice cold and awkward. I had to ask if everything was okay because it got to the point that it seemed we were both just standing there… it was so uncomfortable. Even my kid noticed her bad attitude. Hospitality is at a zero stars here. She couldn’t even tell me where my room was… and then my keys don’t work. Cmon. There is construction going on, would have like to have known that upon booking. The room is dated and nothing at all special. Stains on the towels, black mold in the shower. It’s a shame to see a brand name deteriorating. I’ve never been to a Hilton property this rundown. I’m an honors member and travel a lot… never again with doubletree. This location doesn’t fit the area anymore. Especially when it comes to service.

The rooms are not great, but good enough if you just need to stay a couple nights. The lobby area, pool, and location were nice. The main reason for the low rating is ultimately the staff. Jayne at the front desk was very rude to my boyfriend and I when she wasn’t able to find our reservation. I gave her our confirmation and showed her the email I received and she looked us dead in the eyes and said “nope I don’t have a room for that number, theres nothing I can do.” I understand she cannot magically fix the issue, but she did not apologize or offer any solutions and basically, in so many words was telling us that not her problem. After she typed our confirmation number in her system again, she found our reservation after all. My boyfriend then asked if she could apply his Hilton membership to our stay, and she completely changed her attitude. Very disappointing that a front desk employee, essentially the first impression of the hotel, would treat guests this way. I sincerely hope no other guests receive the service we received.

Close to the Phoenix Mesa airport. However the hotel itself is older. Tiles in our bathroom where broken. My mom said the flooring in her room was torn in areas and she almost cut her foot on a piece sticking up. Breakfast was surprisingly good downstairs. The pool is a good size. Close to main event and top Golf.

Positive: The hotel had a bar and restaurant where we could order. Negative: The room: Stained comforter on the bed, bathroom sink would not drain, remote had 1 battery; when we put in new batteries, they powered on the TV but did not change the channel or adjust the volume. It took an hour to get our breakfast order.

Eh. Left a lot to be desired. The location is convenient with a lot of shopping and dining options. I really disliked my room. It was pretty bare, very dark, the floors gave me the ick. The breakfast was not great. The service was overall pretty bad. I do want to shout out the lovely blonde woman at the front desk most evenings. She’s the only staff who treated me kindly.