"Loved everything except a couple of staff members"
I live a few hours south of PHX in a rural community, and I stay here off and on when I come in for business, or to pick up or drop off folks at the airport. Until this trip, I would have given this hotel an unqualified 5-star rating. The hotel is nice, super clean, well located, and quiet. What stopped me today was my observation of one staff member and my experience with another. Let me start by saying the evening shift staff is amazing, as in friendly, nice, and helpful. The day shift clerk was friendly, too. The two concerns: (1) the man supervising the breakfast station is more than a little too concerned about the timely closing of the area, which is scheduled at 9. He told someone to "stop! put that down!" because it was 9, and shrilly announced to everyone that they needed to finish because breakfast was over. He needs to not do that. First: breakfast should go till 10, and second, no matter when it ends, the service should always be polite and customer-oriented. He could, for example, very politely announce that breakfast was ending soon. (2) Right at 11am, which is checkout time, a maid knocked, and before I could make my way to the door, she used her key to open the door. She then stood in the open door and said in a voice I can only describe as put out, "Are you doing a late checkout?" I was appalled, and didn't answer for a moment as I wrestled down my temper.-- Note: We have lots of choices where to stay, and if either happen the next time, it will be the last.