Home2 Suites by Hilton Goodyear Phoenix West

Reviews

• DS

  DE S

  2 days ago
  1.0
  I accidentally booked the wrong date and tried to fix it immediately. I spent nearly five hours calling the hotel directly, and no one ever answered the phone. Because the property was completely unreachable, I contacted Reservations and then escalated the issue to the Diamond Desk for assistance. I clearly explained that keeping the reservation would force me to drive almost six hours and arrive in the middle of the night, which felt unsafe and stressful. This was an honest mistake, not a last-minute cancellation for convenience. Despite this, the hotel refused to cancel at no charge solely because my booking was a Friends & Family rate. I was treated differently and denied any flexibility based purely on the rate type, with no regard for safety, circumstances, or the fact that the hotel itself was unreachable for hours. As a result, I had no choice but to make the drive and ended up checking in at 3:30 a.m., which only highlights how unreasonable this situation was. The front desk agent said she needed to consult the general manager, Danielle Vega, who still insisted on charging me — even after the Diamond Desk contacted the hotel on my behalf. To be fair, Vanessa, the AGM who checked me in, was friendly and welcoming, and I appreciated her professionalism, especially at such a late hour. Unfortunately, that was the only positive part of this experience. Overall, this situation caused a lot of stress and left me feeling really uncomfortable. There was no empathy, no understanding, and no concern for guest safety. Mistakes happen, and good hotels know how to handle them professionally. This one chose policy over people. I will never stay here, and I strongly caution others: if something goes wrong, do not expect flexibility, compassion, or basic customer care.
• RH

  Ryan Helmbold

  Dec 31, 2025
  5.0
  No idea what the 1 star lady is on, the hotel is fantastic. its obviously not some 1k a night bourgeoisie palace, especially with rooms running for around 120ish a night, but very clean, all new stuff, super quiet and comfortable with wonderful beds and super friendly and accomodating staff. Got in a bad car crash and the hotel staff were just wonderfully helpful and kind in helping my family find accommodation near eachother while we had family staying at the hospital. They were nothing but kind and courteous, and the rooms are all very clean and new and well taken care of as well as very comfortable. Plenty of space in the rooms too. The free breakfast wasnt anything super fancy but its free and has some decent enough options for some quick and easy food. All in all id happily stay here again.