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at the Renaissance Phoenix Downtown
Poor customer service for elite customers amid covid-19 cancellations.
Mar 11th, 2020
The one time I fall victim to the "advance purchase" rate was for a national meeting that is held three times a year like clockwork and has never been cancelled. Fast forward to now and my conference is being cancelled. I am an attorney who understands policies. However, every other company is making accomodations for their customers. I politely asked for a one time exception since I am a loyal platinum elite customer, and they refused. I know times are tough, but if my $1000 is making or breaking the bank right now, that's really sad. I am presently escalating with corporate. This hotel manager should be embarassed. I would warn against staying here as I'm sure the everyday customer service is just as poor. TRIPADVISOR.COM USER
Not as good as previous stays
Mar 11th, 2020
My several night stay finishing today was certainly not at the same level as previous years. It starts in the Concierge Lounge. Zero personal interaction. No cereal, no chocolate milk etc. Very different. The room was good...no issues. Front desk staff were not personable as in the past. Like I said prior, there certainly is a noticeable difference and I confirmed this with several colleagues attending as well. TRIPADVISOR.COM USER
Accommodating and gorgeous!
Mar 8th, 2020
Fantastic customer service by Christopher at reception. He offered great dining recommendations and sightseeing ideas. The hotel is in a great location, is clean, beautiful and spacious. Lots within walking distance if you’re looking for a night near one of the many Phoenix venues. TRIPADVISOR.COM USER
Returned lost item
Mar 2nd, 2020
After checking out of the hotel, there was a realization of a couple of items that had been left in the hotel. Communicating this with the staff was easy and the result was the items were returned a few days later in the mail. Overall an excellent experience. TRIPADVISOR.COM USER
Real travelers don’t count
Feb 28th, 2020
When I walked in to hotel dozen people are standing in the lobby nobody acknowledge me .Turns out the employees are there to Dib mosh dance for someone from corporate Meanwhile I told the staff my husband joining me for a business/birthday day and nobody cares. Hotel iin good condition Concierge‘s room is great just saying when you spent 70 nights plus expect the same as corporate Valet parking is mandatory in the hotel due to “city” TRIPADVISOR.COM USER
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