Natalia K

Review of Doubletree Suites

This hotel is a SCAM!! I've never had such a bad e...

This hotel is a SCAM!! I've never had such a bad experience at any other hotel in my life. I recently stayed here during a convention (the entire hotel was booked out for this convention) and when i checked my invoice I was charged an extra $400 for room damage - no explanation and no proof of pictures. I called the account department twice two different days and I left two different voicemails before getting a call back. They stated I got charged because of carpet burn?! I DO NOT smoke so I know 100% those burns were not from me. I heard from others that stayed during the convention that they had been charged the same exact thing (along with room service charges for items they never ordered) but had received a separate email explaining the room damage and proof of picture. I emailed the hotel Director, Elisabeth Runyon (who is very rude and not helpful at all), asking her to send me proof of the "carpet burns" and she emailed me back stating she's been "trying" to send me the pictures but they are too large and the email wouldn't send so she's going to send them separately (mind you this is 5 days after I got charged). If she was TRYING so hard to send me the pictures why didn't she send them separately in the first place?! I emailed back explaining that I do not smoke nor did i see those burns before or after I left the room. She did not respond back and the hotel is refusing to refund me my $400 (along with a few other people that got charged the same thing during their stay that weekend). I feel like it's their word against mine but I know they are lying and scammers because I don't smoke!! According to Elisabeth the burns are fresh and are from cigarettes or coals - maybe their maids are going in and smoking in the rooms burning stuff or maybe they are scamming people to pay for the remodeling the hotel is going to do. Regardless SAVE YOURSELF the headache and find a much nicer hotel in Scottsdale. The customer service is horrible and they don't respond back to emails or phone calls. ALSO I read in other reviews they have BED BUGS which is disgusting.