Rated 4 out of 5 by Jrs1017 Solid Experience but Checkin Disaster
We recently stayed at the hotel for our baby moon. Most aspects were great. Restaurant and pool staff were nice and very responsive. Food and drink were very overpriced. Rooms were in good condition by and large. Biggest issue was checkin. We requested early checkin well in advance and arrived at 10. We knew this would be too early but expected that the room would be available shortly after noon. Reception said they'd call us when ready. We literally had to stalk them from 2:30 on to get our room by 4:15. They were not terribly accommodating notwithstanding my wife's obvious pregnancy or the duration of our wait. I'd been told a manager would call me to discuss the frustrating experience and I'm still waiting for that call.
After the rough beginnings though things improved. That said the bad checkin experience still leaves a bad taste in my mouth. I expected more.
March 28, 2015
Rated 5 out of 5 by Al9000 After the Fact
I left some things in my room and the staff handled it expertly. Communication was superb when I called to inquire about them, and they were bundled up professionally and waiting for me when I returned to pick them up. I get the impression that they would have been sent to my home if I wasn't still in town. Also: I had a wonderful meal at Relish Burger Bistro.
March 27, 2015
Rated 3 out of 5 by Guinness1 High Hopes Dashed
My wife and I had decided to stay at the Phoenician because of it's reputation and our own experience at other Luxury Collection properties. Our experience was tainted upon arrival. My wife arrived 2 nights before me. She arrived after dark by taxi and after completing check in, was given a map with directions to the casitas. There was no offer of a valet or mention that the room was on the second floor without access to an elevator. This was just the beginning of dealing with certain staff that had no idea how to treat a guest and anticipate potential needs to enhance a guest's experience. At the pool the next day, the wait staff never approached her to see if she wanted service. She had to track someone down to ask for a beverage and lunch. After I arrived, I experienced the same indifference when we went for dinner at Relish. The hostess was unfriendly and our waitress was as cold as the weather we left behind in the Midwest. The saving grace was the food and beverages which we enjoyed. Over the course of our stay, we opted to go back to Relish and eat and drink at the bar. The staff working there were wonderful and very engaged. Our last night at the resort, we called for take out and on that evening, there was a different hostess and she was warm and inviting. Other positives of our stay was the woman (or women) that refreshed our room, the young man who provided evening turn down service, when we used room service, the food was very good, it arrived much faster than expected and the servers were friendly and professional. I would also like to say that Brittany who set up lounge chairs at the lower pool was very helpful and friendly as well. The hostess at Il Terazzo could use some training in resolving problems. I went alone to breakfast and put my name in and sat down 10 feet to her left on a couch. I was told ny wait would be 15 minutes. After a 1/2 hour and watching others being seated that had checked in after me, I approached the hostess. She started looking for my name, couldn't locate it and said I called your name. The problem here is that if they call your name and you don't respond, the other ladies that escort guests to tables will go around looking for you in other waiting areas away from the hostess stands. She acted very annoyed but finally had someone escort me to a table. The manager came over and offered to buy my breakfast which I declined. I would have preferred the hostess saying she was apologetic about the mix up. The Phoenician is a beautiful property that misses the mark on hospitality. The disparity between their best associates and those that could give a rip about the guest experience is quite wide and enough for me to caution others that luxury and hospitality are inconsistent at the Phoenician based upon my experience.
March 25, 2015
Rated 4 out of 5 by Sconnie31 I didn't want to leave!
I visited the Phoenician for a work conference over 5 days and 4 nights. The property is stunning. The scenery is breathtaking. The staff, everyone from the bell hop, to housekeeping, front desk, to the shops, were very friendly and always smiling. My room had an amazing view and patio, but the room itself (excluding the bathroom), was pretty lackluster. Comfy bed but nothing extraordinary. Also, the trim/baseboards and the the grates on the shutter doors of the bathroom, closets, and mini bar could use a good cleaning. The prices at the Thirsty Camel were incredibly high. Food was excellent.
March 16, 2015
Rated 1 out of 5 by Livia1 Not worthy the points and money
Im very disappointed w/ the hotel, worst service I ever had, I was by the pool for 2hrs, and I didnt get service.
I asked 4x times for someone but they kept ignoring me, after 2 hrs I had to go to my room and get lunch.
Frustrating only thing I wanted to do was to relax by the pool w/ my 10 months old.
March 14, 2015
Rated 4 out of 5 by AwesomeEK things have changed in a year
Stayed here last year around the same time. love the property However it does need to have the upkeep stepped up a bit. the hotel needs to be refreshed. Upon checkin they were out of the platinum breakfast cards and didn't expect any for days. complicated breakfast a little bit. At the restaurant they no longer offer the free morning coffee in the lobby which was nice to have. Too many birds on the patio even with the hawks. Room carpet was stained, loud hum that even engineering couldn't explain that lasted a few hours then went away. Screen door fell out and had to be fixed. Shower backed up and a mile of hair had to be removed. Door lock didn't work much of the time and finally the battery had to be changed.
And this is only day 3.
Staff is great, landscaping is great. Need to provide better bikes like they had last year. Comfort bikes don't work well on hills.
March 7, 2015
Rated 5 out of 5 by PleasantlySuprised Awesome Experience
This was my first time to Arizona and to the Phoenician. It was wonderful experience. The pools were wonderful and there were a lot of activities to join in on. The food was great and the SPA was relaxing. Highly recommended.
March 4, 2015
Rated 5 out of 5 by BDB1964 The service was as spectacular as the setting
I had never stayed at the Phoenician and was pleasantly surprised how close it is to the airport and old Scottsdale. The service was unbelievable, the best trained staff I have ever encountered. The grounds, view and accommodations were great. My only disappointment was the J&G Steakhouse, it was very average and nothing special. I would not dine there again.
February 2, 2015