Rated 3.8 out of 5 by 212
Rated 1.0 out of 5.0 Rooms are decent, but hotel has issues
It's kind of obvious right away that this property lacks true leadership from the top of the chain. A few of my observations:
-Most staff are not wearing uniforms (although I did see a couple wearing Holiday Inn shirts)
-Although they were for the most part friendly, staff really lacked the ability to effectively handle complex guest situations (like running out of rooms)
-Not honoring reservations as booked, even for top-tier IHG members.
-The fitness room had a sign that the entire room was out-of-order.
-Mediocre food in the restaurant
-Significant billing errors on check-out
-One of the rooms i had, had a chunk missing from the headboard (see picture)
When I see these kind of multiple issues arise, it begins to make me also wonder about my safety and security at the hotel. And that's really a shame, because the hotel is in a GREAT location. Plus, the actual hotel itself isn't bad.....it just needs a LOT of TLC, including some staff leadership.
I can quote on employee saying "this hotel has its issues, but it's very profitable". Perhaps that really sums it up.
March 24, 2015
Rated 4.0 out of 5.0 by ian_77 Good hotel, but room for improvement
Overall the stay was fine - room was clean and comfortable, internet was actually quite good (was able to stream a movie without buffering), hotel was generally quiet. There were some issues upon check-in with the hotel being oversold, and I was almost referred to another hotel before informing the desk that I am IHG Gold - why that information wasn't apparent on the reservation, I'm not sure - but it was resolved, and we received a nicer room to boot, so that was good. As all other reviews have mentioned, the parking is less than ideal, but there's not much that can be done in that location - the garage could sure use an appearance overhaul though, and maybe some signage. The location is great for spring training, as you're not too far from either edge of the Valley, and also close to downtown. It wasn't my favorite hotel, but you can do a lot worse for sure.
March 23, 2015
Rated 4.0 out of 5.0 by Mike & Cathy K Thanks Manny
Much thanks to Manny and staff for an enjoyable stay. The staff went above and beyond after recognizing our Platinum status to ensure our satisfaction. I also noted they made similar accommodations to those without status. Good value in a hot market.
March 23, 2015