酒店回复: I'm truly sorry for the experience you've had and the distress this has caused. Following our conversation last week, I personally worked with our security team to investigate thoroughly. We reviewed who entered the room after your departure and checked camera footage as staff exited the property. At no point did we observe anyone leaving with your item, and it was not turned into our security team. While our procedures were followed, I understand how frustrating and disappointing this outcome is. If any new information comes to light, we will reach out immediately. Please don’t hesitate to contact our front desk team if you’d like to speak further—we’re here to support you.
酒店回复: Thank you for taking the time to share your experience with us. We sincerely apologize for the issues you encountered during your stay, particularly regarding the difficulty in reaching our front desk and the lack of a warm, informative check-in process. This is far from the standard of service we strive to provide.We understand how frustrating it must have been to be unable to reach the property after being told to call for early check-in, especially after a long journey. Your comments about the phone system and responsiveness are being taken very seriously, and we are actively investigating what went wrong to ensure this doesn’t happen again.We also regret that your first point of contact did not offer a more welcoming or helpful experience. Every guest deserves courteous and attentive service, and we’re addressing this internally as part of our training and performance improvement efforts. We genuinely appreciate your feedback!!
酒店回复: Thank you for taking the time to provide a review of your recent stay. We are sorry to hear of the challenges experienced during your stay with the room moves, the dirty room, the cigarette smell, the lack of service received, and the room downgrade. Our management team continually monitors guest reviews so that we can improve our product and services. We are happy to hear the manager was able to assist you, we have relayed your feedback to our Housekeeping Management team so that they can follow up with the housekeepers and the supervision team. We appreciate your time and business and wish you and your family well, we hope to be able to welcome you back to the Ceasar's Republic by Hilton in the future for an improved experience.
酒店回复: Thank you for your perfect 10/10 rating and for sharing your detailed feedback. We're delighted to hear that you appreciated our clean rooms, convenient location, and the welcoming atmosphere of our hotel.We sincerely apologize for the shortcomings you experienced at the poolside. Please know that this is not reflective of our service standards. We are addressing this matter with our poolside team to ensure immediate improvements in both attentiveness and beverage quality.Your insights are invaluable to us, and we're committed to enhancing our services based on guest feedback. We hope to have the opportunity to welcome you back soon and provide you with an even better experience.
4.0分
商务出差
原文
翻译提供方：Google
酒店不错。房间不错。泳池也不错。Luna 和 Pronto 餐厅没有过敏指南，也不懂素食知识等等。
酒店回复: Hi, Rannita. Thank you so much!
5.0分
其他
原文
翻译提供方：Google
优秀的酒店
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酒店回复: Thank you for the kind words! We hope to welcome you back to our hotel soon!
3.0分
其他
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Not one to write reviews but this felt deserving.
1) Showed up to see my room as a mess. Hair all over the floor/carpets, dirty eyelashes in the bathroom, stains / globs of snot on the curtains, stains on the pillowcases. Had to wait THREE hours for my room to get properly cleaned
2) Construction at 7AM with no prior warning on ******* or the Hotel's website.
3) pools closed for 3 days of my stay also with no warning on ******* or the website.
4) Water pressure in the shower is atrocious. & There wasn’t even water bottles in the room when i arrived.
5) Windows are completely see through, so keep that in mind.
Only compensation they offered me for the dirty room was waiving destination fees and snacks.
I will say after that initial conflict the last few days at the hotel were enjoyable.
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酒店回复: Thank you for taking the time to leave a review of your stay with us! We appreciate the detailed feedback so that we may better serve our guests. We are also glad to see that following the initial challenges we were able to provide you with a pleasant experience! We hope to welcome you back in the future and improve on the experience you had!
5.0分
其他
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The roof top pool area was very nice. The gym is well equipped, and the staff are all very professional and helpful. The bar was convenient but way overpriced for drinks, not a reasonable place to unwind for the premium charged.
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酒店回复: Thank you for taking the time to leave a review of your stay! We are very happy to see that you enjoyed your time with us, and we hope to invite you back to our property in the future!
很方便，干净整洁
我提前打电话询问是否有额外费用，电话那头的接待员告诉我会有150美元的度假村费。当我抵达时，接待员却告知我需要支付950美元的杂费。
我本来想给这家酒店一个极好的评价，但不幸的是，退房时我把一件连衣裙放在衣柜里的衣袋里，从此再也没有找到。这不是一件小事，工作人员也不会轻易忽略它。我周日早上退房，周一才意识到我忘了它。我打电话解释了情况，并告诉了他们我的房间号，他们就把我转给了保安。保安没有接电话，所以我留了语音留言。我等了24小时，保安也没有回电（现在是星期二），所以我又打了回去，再次与前台沟通。这次他们用对讲机联系了保安，看看客房服务是否记录了这件事并把它交给了保安。他们回答说没有。他们还联系了客房服务人员，客房服务人员也说他们也没有。我接通了电话给经理，留了言，但没有接到回电。我不知该说什么，也不信任这家酒店。我是说我丢了一件连衣裙，但如果我忘记了比这贵得多的东西怎么办？我觉得我不太信任那里的员工，不会再住那家酒店了。酒店应该有相应的规程，客人留下物品后会记录下来并交给保安。看来这个规程并没有被遵守。
谷歌上也有人评价说会联系我……但已经好几天了，既没有人联系我，也没有人给我回电话。
史上最差的入住和前台客户服务！！！！！一周前，我给酒店打了电话，他们说因为我们提前落地，所以可以在抵达当天打电话提前入住。我们上午 10:30 抵达凤凰城国际机场（从西雅图出发），给酒店打了电话，但没人接。我打了好几次电话，直到下午 2 点还是没人接。我们开始想，这服务太差劲了！！我们最终决定去那里看看能不能入住。一位白人男性给我们办理了入住手续（我不知道他的名字，但当时是 2025 年 5 月 25 日下午 2 点左右！）他告诉我们我们的房间还没有准备好——但他还是给了我们房间钥匙——这也很奇怪。他甚至没有向我们介绍酒店、路线等。我想告诉他我们整个上午都在打电话，但没人接，他打断我说他们很忙。要知道，我打电话给酒店的时候，我丈夫正在办理入住手续，电话根本没有响。我们住在那里的每一天，都会从房间打电话给礼宾部和客房服务部，但没人接。我用手机给酒店打电话，还是没人接！简直荒唐！直到2025年5月29日我们退房，办理入住的是一位不同的女士，她是一位非常友好的白人女性（不像之前的那位），我才意识到她接了酒店的电话。我心想，哇，真奇怪，现在电话开机了。于是我决定用手机给酒店打电话，结果……她接了。电话5天没开机，真是太不可思议了。
由于房间太脏，我至少换了两次房间。一个房间的地板上、床上和沙发上到处都是食物和灰尘碎屑，还有不明来源的新鲜白色污渍。另一个房间弥漫着香烟味。保安过来查看，证实了我的说法。我住了4晚5天，直到第三天才有人来打扫房间。他们整理了床铺，但两次打扫房间时都没有换床单。经理调整了房费，因为我必须从预订的带阳台和山景的特大床套房换成城市景观特大床房。经理非常友好，乐于助人。不会再订这家酒店了。绝对不值这个价。
总的来说，酒店很棒——房间干净，地理位置优越，氛围也很好。然而，泳池边的服务确实需要改进。工作人员似乎不太细心，我们不得不两次因为质量差而退掉饮料。
酒店不错。房间不错。泳池也不错。Luna 和 Pronto 餐厅没有过敏指南，也不懂素食知识等等。
优秀的酒店
Not one to write reviews but this felt deserving.
1) Showed up to see my room as a mess. Hair all over the floor/carpets, dirty eyelashes in the bathroom, stains / globs of snot on the curtains, stains on the pillowcases. Had to wait THREE hours for my room to get properly cleaned
2) Construction at 7AM with no prior warning on ******* or the Hotel's website.
3) pools closed for 3 days of my stay also with no warning on ******* or the website.
4) Water pressure in the shower is atrocious. & There wasn’t even water bottles in the room when i arrived.
5) Windows are completely see through, so keep that in mind.
Only compensation they offered me for the dirty room was waiving destination fees and snacks.
I will say after that initial conflict the last few days at the hotel were enjoyable.
The roof top pool area was very nice. The gym is well equipped, and the staff are all very professional and helpful. The bar was convenient but way overpriced for drinks, not a reasonable place to unwind for the premium charged.