Rated 2 out of 5 by Header55 Unwanted changes lessened quality of stay
I have been staying here with my friends and family a couple times a year for past 4 years and this was our least pleasant stay. Just completed 2 nt stay with my husband and while the resort is still lovely went while under construction some recent changes have left us both underwhelmed. While we did receive spg platinum recognition and a nice upgrade to grand deluxe though noisy air conditioner, broken screen and bathroom door, and uncomfortable bed and pillows did not provide a restful sleep. My biggest disappointed was the newly added parking fees and spg platinum breakfast was worthless. They do not tell you there will be additional 18% gratutity and taxes added to bill.. The $15/pp would hardly cover a cup of coffee and slice of toast.. Even the continental breakfast at $15 does not include coffee or juice (billed at extra $6ea) for slice of banana bread, few pieces of fruit and dish of yogurt. Then the additional 18% and tax to pay for.. When many spg properties include gratuity with the voucher or at least cover coffee & food. For a category 6 luxury collection property it just didn't reach expectations when in the past has always exceeded. I expressed my frustrations to front desk agent and she simply smiled and seemed indifferent and made note to have screen door fixed (that was only response). I do want to give a thank you to pool attendents for keeping waters filled and bringing towels, also front desk agent Daniel for email communication and helping with room upgrade prior to arrival. This stay was jus so-so and will likely move over to Canyon Suites or elsewhere next time.
August 18, 2016
Rated 5 out of 5 by AuntJuJu Lovely Desert Getaway
From The Phoenician Iced Tea...to the wonderful food and beverages...the plush bedding...and the view from the Thirsty Camel patio...I missed this place before I left! I especially wanted to single out Nellie and Mercedes at Salon Mila for an INCREDIBLE mani/pedi. Only a couple minor things I can suggest: I had to turn my tv on and off twice for it to work properly...and the lighting in my hallway was a bit dim making it feel a little dingy, but all in all I would definitely recommend The Phoenician to anyone!
July 18, 2016
Rated 1 out of 5 by nnikkim6 Unhappy guest
This was my first, and last time staying at this hotel. I am a local, and booked a staycation, and it was awful. When we checked in, for our 4th of July weekend, we were handed our keys and had no idea where anything was. We were told our room was upgraded to a better view- total joke. The trees were so overgrown you couldn't see anything on the patio. Our room was dirty - half smoked cigarettes on the table of our patio, and cigarette ashes all over tub and floor. Then when going to bed, we found a lovely spider on our pillow. The air conditioning wasn't that great either. We arrived at the pool, there was no music, nothing special. We asked at least 10 employees where we should be to watch fireworks and no one knew, so we ended up wandering all day trying to find something to do, and ended up with a very boring day. We met others in the pool who said they were regulars for holidays and would not be returning back. People were in the pool chanting "we want music", and it never came on. One of the guests got a manager involved, and he didn't care at all that people were unhappy. We went to the steakhouse to inquire about dinner reservations and if we could see fireworks from their balcony. They were very rude, looked us up and down (we were in swimsuit cover-ups), and I said to the host, "don't worry we aren't going to dress like this for dinner", and said they were fully committed and that you could not see the fireworks at all from the restaurant. Both of these statements were lies, because we heard other guests later on in the evening get reservations, and it was in direct view of the fireworks. So we ended up at the golf clubhouse having burgers - ridiculous. We checked out the next day, told of some of our complaints, and the employee didn't care one bit. This left a very negative impression. I returned home to find that my toiletries had been left in the shower. I called immediately, got transferred 5 times, and told someone would call me back because housekeeping hadn't returned from our room yet. After waiting a good 45 minutes, I called back again and spoke to Ileana, who told me that yes housekeeping had my items including my Clarisonic, but she threw them away. WHAT!!! She was the first person to apologize, and sound sincere. Because at this point I was over it all. She also told me to send her receipts and she would fully reimburse me for Clarisonic. I sent them to her over a week ago, and she said it was processed. Still no refund, still paid full price for the room. This is the worst customer service from beginning to end I've experienced. Don't stay here! An apology, and quick refund would have turned my negative thoughts around quickly.
July 11, 2016
Rated 2 out of 5 by Engineer1 Going down hill
This used to be my favorite, but it's clearly going down hill now. I'm not sure how this property still has 5 diamonds.
July 6, 2016
Rated 5 out of 5 by Judie47 Awesome first visit
Stayed to celebrate Father's Day and our 50th anniversary with family. I cannot say enough about the service and awesome facilities. The pool experience and service out there was above and beyond our expectations. We had tea on Sunday and Wanda was fabulous!!! I truly cannot say enough about how wonderful our stay was. Thanks to Leanne for our chocolates and champagne. Our room was huge with a big balcony, comfy bed and really nice bathroom. We ate at Relish on property and the food and ambiance was outstanding. Can't wait to visit again!!!
June 20, 2016
Rated 2 out of 5 by kamy126 NOT THE SAME !!!
I have stayed at this resort every year for the past 10 years and I also have brought a huge group of family and friends with me to stay this this resort every year but this year Phoenician was not the same. the rooms were dirty, the staff was very unfriendly, over crowded pools and they let every one in with out having to stay at the hotel. the hotel got old, THIS HOTEL IS NOT THE SAME HOTEL FROM A-Z. I don't know what happened.. did the management change?? I will not be back and I will not bring back my family and friends.
June 7, 2016
Rated 4 out of 5 by jlontos3 70s Chic
Overall the hotel is a nice hotel. My main issue is the property itself needs some updating and improvements (it's outdated). My room was large with a small terrace and comfortable bed. I
June 2, 2016
Rated 2 out of 5 by steveF12345 Bad Experience
Big Conference going on at property which made the hotel a nightmare to hang out at. Was loud and felt like it was at the Wealth Management Conference, not at a hotel paying the rates i was to relax.
The staff was brutal to respond to our requests and complaints. Had wrong room at checkin but told that they were sold out and had a maintainence issue so nothing they coudl do. Was told i could not have a 2 hour extended check out but could use spa to shower on my last day but then told spa closed early and no showers for me to use. Had to beg for 45 minutes to shower before my long flight home.
was crazy this hotel calls it a Luxury Collection!
June 1, 2016