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December 2025 by Chris \u0026 Shirley
To the upper management team:
Donna Romero is NOT an employee belongs to hospitality field. She absolutely disqualifies the front desk manager title with ZERO respect to guest. Donna intentionally HUNG UP the phone on guest while the guest was still talking.
While I confront her at the lobby, this is the reply she gave to me: “I hung up your phone because I DONT LIKE people talked over me” this is EXACT word she said in face to a guest or she thinks I am an employee of her? This was also recorded by hotel camera, please check at 11:27am on 12/27.
She claims I was being rude. I did not say anything in a bad manner. In fact, she cuts me off while I talk and said I was not LISTENING to her.
(If your front desk line is recorded, please listen to the call recording on 12/27 10:53am, phone number ending in 666). Her attitude is DETRIMENTAL to the property image.
Over the years, I have worked with several hotel groups and also stayed all different hotels. I fully understand the standard of the hospitality industry. This is the first time I have ran into such discourteous behavior from a hotel employee.
What occurred:
• As an IHG platinum member, on 12/26, I requested a late checkout in person with Front Desk staff Dylan, and the request was granted until 12/27 he says he was under another impression.
• On 12/27 at approximately 10:50 AM (prior to the standard 11:00 AM checkout time), I received a call told us to check out the room now. I immediately called the front desk, at which time Donna Romero answered. As I explain the approved late checkout, she repeatedly questioned me, stated that there was no note on file, and insisted housekeeping was waiting for us to clean the room. I said “you don’t have a note, does not mean I didn’t ask for. This is your management problem”. She said what problem you say and hang up the phone.
I confronted her at the lobby of hung up the phone and her attitude was as rude as she was in the phone and clearly she thought she did the right thing. We could have had a great stay, but the interaction with Donna has ruined the whole image of Kimpton.
I hope management will take this matter seriously, if you can please review the call recording, and address the conduct accordingly to ensure this does not happen to future guests.
TO Donna Romero:
There are so many ways you could handle this situation properly, you have handled the way with the most disrespectful way. If you have even just a little professionalism, these are all the options you can choose for your reference.
“I apologize for the inconvenience this caused, I can double check with my team and give you a call back” or “I understand your concern, it might be a miscommunication.”
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December 2025 by T
Best hotel for traveling with two small pets. No pet fee big clean rooms. Service can be better but you can’t beat it for the price. Thank you for being dog friendly to well behaved dogs
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December 2025 by PJ Campos
Decided to give this hotel a try for an overnight layover. Property was pristine and felt very modern. Blue Hound restaurant was great. Didn't have to leave the property for great food and drinks.
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December 2025 by Andrew LeSage
Stayed here for a staycation. The hotel room was alright. After checkout my partner received a bill with over $150 in charges we were unaware of. Writing a 1* review because office staff keeps hanging up on us while we seek clarification on these unrecognized charges. Also—do NOT go to Eden. Horrible service and the food and drinks are gross
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December 2025 by Jay Carey
The rooms were nice. The service was even nicer and the on-site restaurant on the second floor had great ambiance.
Located in downtown Phoenix and within walking distance of several attractions and even more restaurants and fast food places.
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December 2025 by Robert Truscott
Checked in at 5pm left at 12:33am. The room was nice looking but loud and smelled like plastic. The bed was hard as rock. The lite rail dinging every hour was the nail in the coffin.
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November 2025 by bobbi h
I recently attended PMI Global Summit and the Palomor Kimpton was one of the preferred hotels.
Excellant downtown Phoenix Location across from where the Suns play and walking distance to the Convention. Center. Restaurant and bar on site as well as many others nearby.
~ 15 min from airport
Great service, friendly staff and extremly clean
I thoroughly enjoyed my stay and will consider other Kimptons in the future
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November 2025 by Shannie Heath
We absolutely loved this hotel. Not only is it conveniently across from where the Suns play it offers so much more with restaurants and a little bit of shopping. We had dinner and appetizers in the blue hound restaurant. Chris went above and beyond and allowed me to order a dinner item that was not on the lunch menu. The staff at the hotel are absolutely amazing. We had to get more towels due to having a teenage daughter and they immediately brought them up. We had checked out after our stay and realized we left something in the room. Donna immediately made sure we were taken care of we were able to retrieve our item from the room immediately. We will definitely be staying here again. I would recommend this hotel to anyone looking for location, friendly and cleanliness. Who doesn’t love a good wine and hors d’ouvers on the house starting at 5pm!
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October 2025 by Myia Brown
The ambiance, the staff and the service at this hotel is a 10/10 no exaggeration. We loved our room it was clean, the deep tub was to die for and the conscience of snacks, drinks, and personal items really added a nice touch. They really thought of it all here. I want to give an extra special shout out to Danny G who we bothered at about 4am with our needs and he didn’t hesitate for one second to assist us. His personality and mannerisms exceeds what I expect when it comes to hospitality. We tried to change our booking to another hotel due to the area and the current construction but I’m actually so happy we didn’t miss out on our experience here. We were well taken care of and accommodated accordingly. This was our first time in phoenix and we’d definitely be visiting again and recommending this hotel to every one.
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October 2025 by Erin J. Green
Can't really say much for the hotel itself, because I was never intending to stay here, but I can definitely say it was a waste of my time coming here for a job interview. The front desk manager, Donna, completely wasted my time by keeping me waiting in the lobby for over 20 minutes and not showing up at all for our interview, and then the valet staff was rude as I was just trying to pick up my car, I guess because I wasn't a guest and they knew I wasn't going to tip. Either way, between the lack of consideration for a potential employee and the location itself, which was a nightmare just to get to, I can't imagine it's worth staying at. I wouldn't want to pay to stay in a hotel whose staff see you as an inconvenience, much less work there.
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October 2025 by Patrick Carroll
The rooms and pool were nice but it was so loud at night. It sounded like someone was running a hose or pressure washer for hours last night
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October 2025 by Albina Castaneda
Everyone was very nice !
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October 2025 by Becca
We have stayed here other times but this was the best one yet. Front desk staff (Donna particularly) were all welcoming and friendly. Our room was very clean, spacious, and quiet. The hotel is in a great location for lots of events.
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October 2025 by Liz
We had a little staycation here and were very impressed. The guys at the front desk were really nice and gave us a free room upgrade and $30 dinner credit because our room wasn't quite ready when we showed up for check in. All of the staff was nice and accommodating. We really enjoyed the pool area and the giant bathtub in the suite.
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October 2025 by Mark Bombardo
Eric at Roof top Bar Rden was very knowledgeable, friendly and a pleasure. I highly recommend this place.
