Best Western Hotel Downtown Phoenix, Phoenix

My family and I have been saving to go on a family trip throughout the pandemic. Our last family vacation was back in 2017 so it's been a while; especially since we all live in different areas. My husband and I in Yuma, AZ My sister and her boyfriend in Colton, CA My second sister in Tucson, AZ Our cousin whom we were raised with in Somerton, AZ We were so excited to be together for a week; we had booked two rooms and had all sorts of plans for Phoenix. Upon getting there the check-in lady was super sweet, but when we got into our rooms both were disgusting. In one we found a used condom wrapper and some fake eyelashes under the beds. In the other we found a variety of stains across the sheets and pillow cases. We requested housekeeping, hoping that perhaps it had just been an off day, we understand things happen. But we were told that they could not guarantee housekeeping that day since they were short staffed. Okay, fine, we are trying to be patient and understanding. But obviously we didn't want to sleep in the stained beds, so we ended up buying some sheets/blankets from a Target about a ten minute drive away and draping them over the beds. Well, housekeeping didn't show up until the next day around 5PM. At this point five of us were out and about while one of my sisters were asleep in the room (she works a graveyard shift job and was still trying to adjust to not being on her her usual sleep cycle). Housekeeping simply came in, no knock, no call, nothing. According to my sisters, these two women instantly complain. "Why are they keeping these rooms so dark?" Turn on a light, still not noticing my sister is in bed. "Who the hell books two rooms anyway and who travels with so much crap?" My sister then decides to make her presence known and explains to them that we booked two rooms since there are six of us, that there is "so much crap" because it's six people traveling from four different cities. The housekeepers must have felt comfortable since they only took the dirty towels after that. They didn't take the trash (instead just leaving trash bags on the counters) and didn't clean the floors or beds. So the things we originally had problems with were still there. We didn't see housekeeping again no matter how many times we requested it. When we checked out we made our issues known and got refunded for part of our stay. Overall, its a hit or miss. The desk ladies are kind but housekeeping does whatever they want, including not fully cleaning each room.

an excellent alternative place to stay if the Saboten Con is held at the Sheraton or convention center. staff are friendly, distance to saboten con was adequate and really close to the Arizona center. they charge for parking now at this hotel which is a bummer

The hotel staff are awesome... The location is great... Close to hospital and cancer center... I appreciate the team at Best Western... They are attentive to ur needs.... Thank you my family and I will most definitely be back.... I stayed while my husband was in the hospital..

The staff, rooms, and overall stay was great! I enjoyed the fitness room and used the pool while I was there. The breakfast has a great, fresh selection which I enjoyed each of my three nights there. I really enjoyed the healthy options they had.

Started out with a frosty receptionist, charging for parking in an area where there is plenty, then the hotel is surrounded by empty lots and construction. Glad I'm no here during the week. Good beds, and spacious room. The usual impersonal breakfast. you have to drive to find restaurants.

The location is perfect, seems strange though to charge for parking when you are a guest. But beyond that we loved our stay. Everything we wanted to see or do was well within walking distance. We will stay here again.

If you're looking for a warm, hospitable, and reliable place to stay, you should avoid Best Western Downtown Phoenix like the plague. After a long day of travelling we were keen to check in and relax, but were met at the front desk by impossibly rude staff who told us our booking didn't exist. Despite showing the staff our booking confirmation through booking.com, they were adamant that we didn't have a reservation and made no effort to check if something was available. We were told (very curtly) to call booking.com to arrange any refunds and alternate accommodation. We understand that mix-ups happen, but the attitude of the staff and lack of literally any form of apology is super disappointing. After coming all the way from Australia on our first trip since the pandemic allowed, it sucks to be off to such a rotten start.

D BG, General Manager at Best Western Downtown Phoenix, responded to this review
Hello, I apologize about the experience that you encountered when you arrived to our hotel. I will share your feedback with our staff as a means to train them in the proper way to address these type of issues. We should have not be unapologetic in this situation especially with how far that you had to travel to see us. I did speak to the staff on duty and we reached out to Booking.com and had a room held you in case we were able to come to an agreement with them that did not result in extra charges. I'm sorry that we were not able to help.

Decent and very basic hotel. Decent bed, good wifi. Breakfast was just the essential basics. It is near a college campus, and that seems to attract noisy young people. There are several decent restaurants within walking distance. Friendly staff.

D BG, General Manager at Best Western Downtown Phoenix, responded to this review
Thank you for taking time to leave a review of our property. We appreciate your feedback.

We got the last room available is what we were told at least. It was right next to the breakfast area.. so we could hear a lot of noise in the morning. But the room was clean and roomy, the bed was very comfortable. I would stay there again.

I'm a BW rewards member for years and have stayed mostly at ones with free breakfast and pool. I try to keep a budget so here we go. Front desk staff was great. Room towels were at best pool area towels. I'll pay a couple dollars more for better towels and fabric softener. The room was a bit tired, but a good mattress. The air conditioner was very loud. The tv was newer and great selection. The pool area had no pool towels and the rooms had one tiny bottle of shampoo and no hand cream. The breakfast was not as good as other Best Westerns. Don't mircowave the sausages please. It was a very clean area so kudos to the staff. The fitness area was very small. The pool area was nice and clean. I can't really recommend it for the price, but I want the great staff to have jobs. They had to be understaffed based on the lack of towels and so so breakfast. Just make this BW quality I see in other areas of the country (the BW in Jerome, ID as one example).

It was a tight hotel weekend and BW Downtown had reasonable rates. The stay ended up being just right. Close to Footprint Center, was very clean and the stay seemed to be on their game. Worked out perfect for what we needed.

Several bed bugs bit me during the night, and left marks on my body. The experience was really terrible overnight. When I felt the first bite on my arm, at first, I thought it might have been a mosquito, but when I felt a next bite on my chin and another on my neck, I knew something else was going on. When I turned on the light, I realized it was a bed bug, several of them in fact. When I kill him it spilled all the blood that he had sucked from me. In the end, I could see that I had more bites on my other arm and on my shoulder.

D BG, General Manager at Best Western Downtown Phoenix, responded to this review
We apologize for the inconveniences that you experienced during your stay with us. We'd like to ensure you that we are taking every precaution we can to protect you. Due to what you explained to us during your stay we had the room checked immediately by our pest control services. There was no sign or evidence of any pests in the room so I hope that this allows you some reassurance.

My review of this hotel would have been good except for the fact that I was woken up by slamming doors at 1am and it went on all night long. I called the front desk at 1:45 am and she came to our floor to see who was doing it but couldn't find anyone. Sometime after 2:00 am when I was beyond furious and exhausted, I looked through the door peephole to see that it was people coming in through the stairwell and letting the door slam every 10-15 minutes or so. Needless to say I didn't get any sleep because every time I started to fall back to sleep....SLAM!! It was beyond annoying and I was exhausted. I had to be up by 5:30 am. I only got 2 hours of sleep. I had a super long day ahead of me which was horrible on so little sleep. The staff was friendly but all they said is "sorry, we will tell people if they want a quiet night sleep not to get a room across the stairwell". Ummmm what about me?? I wanted a quiet night sleep and I just paid $190 for one night to not even sleep. The bed was super comfortable but if you are listening to slamming doors all night, it doesn't matter how comfortable the bed is. I feel they should have discounted my hotel room after the night I had especially since I made them aware of it. It was the same girl I spoke to at 1:45am that checked me out at 6:00am. Very disappointed!

First room we were provided smelled like marijuana and cigarette smoke. We went down to ask for a different room and staff was very attentive to the issue. Quickly apologized and upgraded us to a larger room. Overall, rest of experience was great! Hotel was very quiet, which is not true of all hotels. Nice blackout curtains, good air temp control. Overall, I highly recommend!

D BG, General Manager at Best Western Downtown Phoenix, responded to this review
Thank you for your feedback. We are glad that you had a great stay with us and we apologize about the initial room that you were provided that smelled of smoke.

Formerly a Holiday Inn but now a Best Western. I only stay with BWs and other BWs in the area are a bit questionable but this one was great. I can now stay in the central phx area and know I'm in good hands. Thank You.

The Downtown Phoenix Best Western is amazing! The staff is friendly and welcoming. The hotel is very clean and easy parking. I recommend this hotel for your next visit to Phoenix! Very local! Restaurants and shopping are within walking distance.

Thank you to all hotel staff. All were great with customer service; greeting, making sure all needs were met. Breakfast was also great. My kids enjoyed it. Staff was also very helpful in accommodating to assist with food items for my kids

Upon arrival overall appearance of the building was very nice. Area was clean and well maintained. Lobby area was professional and inviting and rooms were cozy and relaxing. Staff friendly and helpful. Definitely would stay again.

This hotel was located close enough to lots of restaurants, sports facilities and shopping to walk to almost everywhere we wanted to go. The hotel was clean and staff friendly. I would stay here again.

Location was good. But the rooms were pretty dirty. The toilet was obviously not cleaned. But thats not the worst part. In the morning I kept feeling crumbs in my bed. Got up to check and found food crumbs towards the end of the bed.. My husband was getting our stuff ready before we head out and he pulled the blanket off. We then discovered a big stain on the blanket. Then checking around the bed we find chips underneath hidden under the bed skirt. Pretty gross knowing you stayed in a bed with unchanged bedding.

TV didn't work, keys didn't work didn't change us to a room that did work but accommodated another guest that way. Front desk staff was snappy with a tired mom in front of me and blew me off, no internet and burnt breakfast so my stay stunk and I had two kids with me so they were just not happy about all this at all

We did not have our room cleaned at all. We posted the door hanger asking for cleaning but it was ignored. We had to pick up our own towels at the front desk. By the time we left our trash was overflowing. I complained after the second night and the desk clerk told me "this has nothing to do with me" What kind of attitude is that?

Although there are no bells and whistles the kindness of Brandy (Jill) during a very stressful situation made all the difference and that's why I gave a 5 score. Sometimes cleanliness and kindness are much more important than decor or a few silly extras.

We had to be there to go to surgery at Banner it was close to my destination! The room was great we requested a ground floor and we got it which helped a lot because of my surgery. The34 staff was friendly and we enjoyed the nice clean room with a nice soft bed. The price was great!!!

Stayed for 5 nights and we got a good sleep because the bed is amazing! TV doesn't have many options but we found something to watch everyday. The location is excellent because it's in a gated area. We enjoyed playing basketball! Happy to find out the front desk had a basketball available.

They will not clean your room! Bugs/insects crawling all over the place in the room. All they want to do is take your money! They don't tell you when you check in that the room won't ever be cleaned. You find out when the trash piles up and you eun out of clean towels. They have the nerve to even ask for a $250.00 deposit the stay there.

We took a short weekend trip to Phoenix and stayed at this best western. We chose it primarily because of its Central location. They also did not charge for parking or charge these silly resort fees that some other hotels charged in the area. We used it just as a place to sleep because we were gone during the day doing fun stuff. I would recommend this hotel to somebody who wants to be centrally located in Phoenix to see a bunch of stuff and wants a decent safe place to stay at a reasonable price.

Walking distance to chase field. Very nice staff and bed and sheets were the best! No complaints. Hotel was clean and our room was so nice. TV was great, and we were able to walk to the game. Area was safe and we had a wonderful stay. The sheets were so soft and I can't say enough about the value and our stay. Thank you!

Was not excited about staying in downtown Phoenix, land of skyscraper hotels and pay to park. Found this gem...a normal hotel at the edge of Phoenix downtown. I like being able to look outside my window and see my vehicle rather than in some underground parking garage. This hotel was within walking distance of restaurants, movie theater, Chase Field. Very clean and updated.

After walking in and providing a Credit Card and ID to pay for a room early in the day The evening Desk Clerk erased the CC info and would not let my Associate check in and stay until I again provided all of my CC info online...something I never do! I have meetings tomorrow in the area and offerd to stop by and provide my CC to pay for the room a second time, but this was not acceptable. So, due to the desk clerks mistake I was forced to provide all of my personal CC info online to be sure my associate had a place to stay. Very inflexable, Very unprofessional, Very disappointing...

IHG Service, Other at Best Western Downtown Phoenix, responded to this review
Hi fc0llins, Thank you for choosing to stay with us and for posting a candid review. I was very concerned to read your comments about our Front Desk staff. I understand your dismay, and I am sorry. This is not the frictionless experience that we wanted for all our guests. I will make sure to share your comments with our team for the necessary improvements needed on our end. I would also like to follow up on your concerns that is why I sent you a private message. I hope you get the time to read it and respond. Mike F. Case Manager IHGService

This was a great hotel and reasonably priced in a great location. It was very clean with a very friendly and helpful staff. I was going for an event at the convention center and it was a very easy walk.

Dayneisha B, General Manager at Best Western Downtown Phoenix, responded to this review
I am glad to hear that you enjoyed our hotel. It is one of our main goals to make sure our guest have a nice clean and comfortable stay and I'm glad that you were able to experience that service. It is our hope that you will come and visit us again in the future.

Stayed here for 2 nights before fly out from Phoenix. Check-in was really no welcome feeling but let me check in earlier. Room had sofa area, and was clean. Except first receptionist, everyone was very friendly. Maybe because of year end? the area was very quiet so took a ride to Scottsdale, about 20min, Fashion Square was fun to visit.

Very clean and well kept hotel! Great location. Staff was very friendly and accommodating. Beds were comfortable and bathrooms were clean. Breakfast was delicious. Check in and check out went smoothly. I highly recommend this hotel.

We had a great stay! The beds are incredibly comfortable. With a family of 5 we comfortably fit in a room with 2 Queen beds and a pull out couch. We walked to a local taco restaurant for dinner and it was really good. Swam in the outdoor pool at night in December - what a treat!