Cleanliness & Comfort: Exceptional room cleanliness that rivals higher-tier resorts. Value: Premium amenities delivered at an accessible price point. Service: Outstanding customer service, with standout, helpful assistance from Joy at the front desk.
What truly makes this DoubleTree location a 5-star experience is the exceptional hospitality. The level of service here is simply outstanding! While there are many places to stay in the Gilbert area, this DoubleTree stands above the rest because of the incredible people who make every visit feel valued. David and Jhoy consistently create an atmosphere that feels less like a hotel and more like a home away from home. From the moment you arrive, they make every interaction warm, welcoming, and memorable. Their professionalism, genuine care, and personal attention set the tone for an exceptional stay. They go above and beyond to ensure you feel appreciated, comfortable, and taken care of, and it is their commitment to excellence that keeps me coming back time and time again… a dozen times an counting. Every detail reflects a culture of hospitality and guest care. Thank you, David and Jhoy, for consistently delivering world-class service and creating unforgettable experiences. Your dedication, kindness, and passion for hospitality make all the difference.
I stayed in this hotel multiple times, never had an issue until the last time I was there. I was bitten by a bug; my feet swelled and became very red and hard. I took a shower thinking this will wash everything out. My feet were still very swollen. I called down stairs from my cell as the phone in the room did not work. I specifically asked for a manager to come up to my room along with paramedics. What I got was the fire department who advised me they can’t provide medical treatment they can just check my vitals. The manager I requested never showed. I was given ice for the swelling, which made it worse. I decided to go to the hospital. Which wasn’t much help as the doctor there told me he couldn’t tell me what it is he can only rule things out. Really a doctor can’t tell me what is wrong??? I left the hospital and went to a different hotel. I saw my doctor the following day. She agreed to the bug bite and recommended that I stay off my feet and elevate them to lower the swelling. She also recommended some medicine. I am a diamond member with Hilton. You need to spend a lot of money to get to that point. I do believe that as a guest no matter my statues, the hotel should have shown more compaction. They have a responsibility for a save place. I was treated with complete disrespect as not only did the manager Lisa hang up on me while talking to her on the phone the day after, I was charged for the room after only being there for 1-2 hours. That would not have been a problem had I was asked if I wanted a different room. When you call Hilton they can’t do anything. I THINK I GO SPEND MY THOUSAND OF DOLLARS IN ANOTHER HOTEL, I WILL NEVER STAY AT A HILTON HOTEL OF ANY KIND AGAIN!!!!
So I gave it a 4 because it’s not a luxury hotel HOWEVER I had a fabulous stay there! Room was SUPER CLEAN. Nicely furnished and bed was super comfortable! All staff was friendly and super accommodating!!! One woman even hand delivered water in my room less than 5 mins after I asked about restocking. Room service was quick & pretty good. The pool area was great and I was provided with fresh towels & housekeeping daily! CANNOT wait to go back. And it was so affordable!!!!
Our time at this hotel was unfortunately frustrating and disappointing. Online this hotel is advertised differently than what you actually experience. The pool hours are shown on the website that the pool closes at 11pm however, the pool was closed by 10pm when my family and myself tried to have a nice time at the pool. The nice gentleman at the front desk allowed us in and he was very accommodating and polite. Once we entered the pool area I could immediately tell that the tile around the pool was extremely slippery. My husband was getting out of the pool and slipped on a tile that was loose and not grouted to the concrete anymore as it should be. He unfortunately fell down split his foot in three different areas. The injury was pretty significant and blood was gushing everywhere so we had to leave the pool and get medical supplies from the front desk. The polite man gave us some bandages and was concerned. I appreciated his help regarding the situation. The next morning my family and I went to the Cafe/bar area to go eat breakfast that I paid extra for and were turned away. It was 9:45am and breakfast closes at 10am. The lady that turned us away seemed pretty overwhelmed and looked like she was working by herself. This was Sunday morning and was pretty busy. We went to the front desk and asked if we could get reimbursed for not receiving the breakfast that I had paid extra for. The woman at the front desk didn't know how to handle this and just stared us in a confused look. I went back to the room and started packing up to leave because we decided not to stay the rest of the holiday weekend because of the experience we had. My husband tried to get a hold of a manager but there was not one working at the time. I'm leaving this review respectfully because the tile should be fixed by the pool and the employees should be trained on how to handle customer service issues, hospitality and the hotel should be properly staffed.
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