I only needed to stay for one night and from the pictures it looked like a nice hotel, but in the end the service was not what I expected and the bed not so comfortable...

I booked a one night stay while in town on a business trip. I did not arrive until almost midnight, and as I was entering the lobby, there was an arguement underway between two guests and the front desk clerk behind the counter. I sensed this was a tense situation so I did not immediately approach the counter, instead standing several feet away to wait for this situation to end.

I quickly caught on to what the heated exchange was about--bedbugs! The husband was pointing to large red welts on his legs and on his wife's eyelids, claiming they had just woken up to find their bed infested with bugs, they were not staying there one more minute and wanted a refund. The clerk behind the counter was trying to downplay the situation and glanced at me nervously, perhaps hoping I wouldn't hear all this. At last the couple were granted a refund and turned to leave. The husband saw me, stopped and said, "Miss, heed my warning, the rooms and beds are infested with bed bugs, turn around now and get out of here!".

Needless to say, I was a bit shocked and confused having walked into this situation. It was now after midnight and I didn't know what to do. I have read about the bedbug problem in hotels (primarily in New York City) and wanted no part of that. I realized that after witnessing what I did, there would be no way I'd get one minute's sleep in this hotel--who could after hearing all that?
I talked to the desk clerk and asked if it would be possible to cancel my reservation without penalty even at that late hour. He did not even attempt to disagree with me, without saying a word he tore up my reservation form and handed me a cancelled credit card slip. He appeared to be embarrased and wanted to remove himself from this situation as soon as possible--but without offering any apology or explanation, which I thought was odd.

I ended calling a friend's daughter who goes to ASU and lived in Scottsdale...long story short, I ended up sleeping on her couch that night!

Hotel undergoing renovations, room number was on an index card taped next to the door, masking tape on the walls, baseboards; room was OK, only one remote control for 2 TVs.
Restaurant was closed, limited menu at bar, opted to drive to a restaurant; no concierge, asked for suggestions at front desk, was given typed list of fast food /chains (Burger King, Denny's, etc)...finally got instructions to Ruth's Chris from bellman
Awakened next morning by renovation work outside my room

The Hilton Suites Hotel was nice. The rooms were comfortable and quiet and the housekeeping staff was excellent.

However, I take issues with the customer service we received at the hotel. Upon arriving early in the day (11:30) we were assigned an extremely undesireable room (located next to, respectively, the ice machine, housekeeping closet, and the emergency exit). While our polite request for a room change was granted (and we were upgraded to a conference suite) the passive aggressive attitude of Denise, the hotel clerk was obvious. She really seemed offended that we would request a different room. It's my general opinion that it is bad form to assign anyone a room in such a horrible location unless it's the only room available and the guests are arriving later on in the day.

Likewise, as the Hilton Shuttle can only be taken a short distance (up to 2 miles from the hotel), we found it very difficult to get Denise to call us a cab to the hotel. She was adament about calling a town car/limo when we needed transportation. I thought this was bad form as well. If customers want to take a cab then you should call them a cab. End of story.

The only other thing to know about the hotel is that it is somewhat isolated. While good for business travel and folks who have rented cars, if you plan to make use of taxis/the shuttle/and public transportation be prepared for high fees, long waits, and an ineffective system. We could have easily and affordably rented a car in Phoenix but we were led to believe by the Hilton's website that the hotel was in a bustling area. While museums and some restaurants are accessible by shuttle and foot, longer trips will definitely involve a LONG walk or a cab.