2/10 Terrible
craig, Oxshott
Business traveller
7 Nov 2025
My flight to Phoenix from NY was delayed several times dues to air traffic control issues in the US, in total by around 4 hours, as such I arrived at the hotel around 3:30am. I had not been able to message the hotel while on the flight as onboard wi-fi was not working.
I arrived at the hotel extremely late and tired only to find that the receptionist had cancelled my booking as a no show at around 3am. Which actually I can understand.
However, the problem was that she then said she could not now give me my room as it had been cancelled. Even when I explained about the flight delays.
She initially offered to let me in another room early if I booked for the next night, but there was no availability.
This left me with no choice but to try and find another hotel at 4am.
The receptionist did call a nearby Marriot hotel on my behalf, which was good, and they had space.
I then had to walk over to there at around 4am.
The Marriott by contrast were extremely helpful and gave me a free room for the rest of the night after they heard what had happened at the Hilton. I do hope I was not charged for this. It was quite extraordinary, and not in a good way.
craig
Stayed 1 night in Nov 2025
