Kimpton Hotel Palomar Phoenix

I believe I was deliberately overcharged at Eden Bar, and management’s initial response made the situation worse. An additional $3.80 gratuity was charged beyond what I authorized on my signed receipt. I had photographed the receipt immediately after I signed it at the bar and left it there. When I disputed the charge and provided the photo, management tried to explain it away: they assumed I had taken the signed receipt, so staff would have considered it a “walkout” and added gratuity. That explanation was based on an assumption management later acknowledged was incorrect. I had already sent photographic evidence showing the signed receipt at the bar, with the itemized receipt underneath. I was given only one receipt to sign, and I left it behind. Rather than asking for clarification, management made an assumption that shifted responsibility onto me and presented the additional charge as something normal. Only after I challenged that explanation did management acknowledge the incorrect assumption and apologize. A promised $3.80 refund does not resolve my concern: I believe staff added an unauthorized tip, and management initially justified it instead of taking the complaint seriously. I am a longtime IHG member who has held both Diamond and Platinum status, and I have never experienced anything like this. This is about trust, not $3.80. Photograph your signed receipts and check your final charges.

A weekend of MLB and an Andrea Bocelli concert set a high standard for our enjoyment in downtown Phoenix. Our stay in the recently renovated Kimpton Hotel Palomar met the bar and better as staff and community events exceeded our every expectation, whether adding an extra chair to the room for an impromptu family gathering or meeting a special reservation request. A happy time was made possible in the Hotel Palomar.

Excellent client service with newly remodeled rooms. Free morning coffee and evening happy hour all in a central location downtown.

⭐ 1/5 Really frustrating booking experience. I called the central reservation line before booking and was assured we could check in around noon and that parking was included. After booking, I contacted the hotel directly and learned neither was the case, so we ended up canceling. Dylan at the front desk was exceptional—friendly, helpful, and honestly the best part of the experience. I really wish I could have just spoken with someone at the actual hotel from the beginning instead of this central reservation hotline. For a downtown hotel directly across from major sports venues, there really needs to be more flexibility around a 4 PM check-in. When games and events are starting around the same time, guests shouldn't have to choose between checking into their hotel and getting to the event they traveled there to attend. We ultimately went with an Airbnb instead because the check-in was much more flexible and the policies were simply more accommodating to our plans. Even offering a guaranteed early check-in for a fee would make a huge difference.

Great hotel, great location and very helpful staff. Specifically Dylan, with the front staff team, stands out as a customer centric member! Thanks for your help!