Rated 5 out of 5 by townjcvt Exceptional Customer Service...and Service Recovery
Exceptional customer service is expected at a luxury collection hotel. How the management and staff handle a problem is a measure of leadership and culture. No need to even discuss the problem I encountered because Hanna, Alyssa and their evening manager overcame the challenge with style and grace...exceeding my expectations and turning my potentially poor experience into a positive memory!
February 19, 2014
Rated 5 out of 5 by Diana6 Excellent in so many ways
I love this hotel! The service is amazing on so many levels. Check-in: Kaitlin at the front desk was patient and efficient even though the hotel was full. Concierge: I cannot say enough good things about Michelle at concierge. She was helpful with many things including, finding dinner reservations on a busy a Valentine’s Day and finding adventures for my 8 year old son (and making him feel special the whole time). Funicians (kid’s club): We had no plans use the kids club services but stopped by to check it out. Monet was great. My son had such a great discussion with her that he decided to stay and begged to go back the next day. Dining: I have a number of allergies -several are severe. The whole resort was great with accommodating these allergies but I wanted to call out the Chef at Relish. Not only was the food fantastic at Relish (yummy), but the Chef's care with talking into account food allergies was remarkable. He came out and talked to me before he prepared the meal. Then the next day the Chef of Relish went out of his way to work with the Chef at the pool for my dining pleasure. Spa: Great experience.
February 19, 2014
Rated 5 out of 5 by Sandralee Wonderful staff, friendly and helpful
The staff here is excellent. They are professional and so helpful and friendly. Everyone I came in contact with fits that description. The facilities are first class to go along with the first class service! One of the best hotel experiences ever!
February 18, 2014
Rated 5 out of 5 by CathyLS Awesome!
I brought my mom there to celebrate her 72 birthday and from the moment we drove to the security guard, he wished her a happy birthday, the bellmen wished her a happy birthday, the front desk staff gave us a room upgrade and wished her a happy birthday, y'all sent her a bottle of champagne to the room with birthday wishes, and the J&G greeted her with a birthday card when she arrived! She felt like a princess and just gushed, so I can't thank you enough for making her 72 birthday so very special! We will be back and will refer all of our friends to you! Thank you!
February 10, 2014
Rated 5 out of 5 by Anna99 Gluten-free food paradise!!!!
apart from the genuine interest from the staff to meet our needs what was amazing was the excellent Gluten-Free quality and variety you offer. you better advertise this. it was not so emphasized in your website.
February 10, 2014
Rated 5 out of 5 by PlatStud Amazing!!!
Arrived very late into the night and nobody was there to check us in. After about two minutes and some "coughing" the agent came out. She immediatly addressed us and welcomed us to the resort. That was the only issue we had everything else was amazing! Had booked a regular room and was upgraded into a deluxe room as a Gold! The Room was huge! Had own sitting area and balcony was very big as well. Had ipod dock so that was awesome. Room service was quick and efficient. The bathroom was very spacious and got salts for the a hot bath. Overall awesome expierience and lives up the the 5 Star category that it is in!
January 26, 2012
Rated 5 out of 5 by VeryGoodPointsStacey Luxury in the Desert
The Phoenician Scottsdale is part of Starwood’s Luxury Collection of hotels. The Phoenician is tucked into the Sonoran Desert near Camelback Mountain. From the moment you arrive at the Phoenician, you’re greeted by exceptionally trained and hospitable staff members. From the valet to the bellman to the front desk staff, the level of service is notable. I arrived around dinner time on Friday night and was quickly checked into my room. As a Starwood Platinum member, I’ve become accustomed to complimentary room upgrades. However, there were no upgrades available at the Phoenician when I checked in. I was assured that my room had a lovely view – and it did. I was located on the third floor of the hotel and my room was quite large and had a spacious balcony ( with room for a lounge chair) that over looked the gardens and pools. I was not told about any of the Platinum features offered at the hotel and had to call the concierge to inquire (she happily told me about the free internet and complimentary water – which I had to order ). The thing that stands out most about this hotel is the level of service from almost all of the staff (It’s hard to be perfect, but the Phoenician comes pretty darn close!) If I had to rate the service, I’d give it a 99.9% (I had one waiter who disappeared after he took my order and never returned until it was time to collect the check – having said that, the other staff made up for his disappearance.) The hotel room had a king sized bed and very luxurious linens. There was a small living area with couch, chair and desk. The desk had a great view of the mountains. The bathroom was very large with a shower, sunken bath, two sinks and private toilet. There were two very comfortable robes and plenty of large bath towels in the bathroom. The shower had great water pressure and the bath products, called Remede – a Canadian brand – were great (I think I found a new shampoo!) There are 9 pools at the resort – which was great because I could always find one without splashing children at play. The spa – The Center for Well Being (check out my post about the spa and salon)– and salon – Salon Mila – offer a variety of relaxing services (more on those later). There is a cactus garden – which had it not been 109 degrees I might have enjoyed - I did take a few touristy cactus photos for the collection. The Phoenician boasts a $25 million dollar art collection and if you take a guided tour of the collection, you will receive complimentary tickets to the Phoenix Art Museum or Scottsdale Museum of Contemporary Art (if you’re trying to avoid the scorching temperatures outside, museums are a great way to do that. The hotel also has a 27-hole golf course and tennis complex (I don’t have much to report on those – except they looked very well kept.) In addition to the amenities the resort offered, there were 11 restaurants and lounges. I had the opportunity to visit a few. Relish Burger Bar, located above the golf club, is a casual restaurant with reasonable prices and amazing burgers. I had a Kobe Beef Burger with mushrooms and onions and a side of garlic fries. It was delish! The burger was cooked perfectly and the fires were perfect. The manager told me that the fried pickles were a house specialty, but I was too stuffed to try them. il-terrazzo is an American-Italian styled restaurant which serves breakfast, lunch and dinner. Diners can choose from indoor or outdoor seating. I sat outside Saturday morning around 7am for breakfast and it was bearable, however, I made the grave mistake of sitting outside Saturday night in nearly 108 degree roasting heat. The service at the restaurant is impeccable and everyone greets you by name. The staff works together to make sure your every need or desire is taken care of. I had a variety of meals at Il-Terrazzo – breakfast was always great. I tried the Pecan Waffles with bourbon syrup – very nice – the lox and bagels, deconstructed and very filing; and the American Breakfast (two eggs, potatoes and sausage or bacon) it was the most standard hotel-style food I had the entire weekend. For dinner Saturday night, I dined outdoors at Il-Terrazzo – a serious miscalculation on my part. It was so hot that it made it hard to enjoy my meal. However, I did order a Ceaser salad to start – and it was very good, followed by veal ravioli in a sage wine sauce. They were delicious. They offered dessert, but it was too hot to stay outside. The most amazing meal came at celebrity Chef Jean-Georges Vongerichten J&G Steakhouse. J&G sits on top of the Phoenician hotel and offers spectacular views of the mountains. The restaurant offers several dining options – the Neighborhood Menu – a price fixed three-course meal – offered between 5pm – 7pm, the standard price fixed menu and the a la carte menu. I choose the Neighborhood Menu and was taken on an amazing culinary adventure. I started with the Asparagus and Goat Cheese Salad with Grilled Shitake Vinaigrette. It was so tasty and a great way to start the meal. My main course was the Slowly Cooked Salmon over Warm Potato Salad and Sugar Snap Peas reduction with fresh horseradish. The salmon was cooked perfectly and was mouthwatering; the warm potato salad was flavorful and had just enough bite from the beautiful snap pea reduction and horseradish. The meal was capped by a sinful and decadent Warm Chocolate Cake with Caramel Ice Cream on a bed of salt and powdered sugar. The meal was truly amazing and quite a deal at only $38 (plus taxes and gratuity). I highly recommend you visit J&G Steakhouse while at the Phoenician – you won’t be disappointed. I’ve visited Scottsdale for three-years running and I think this will be the last dead-of-summer trip to the desert. I would absolutely return to the Phoenician hotel anytime – the food was superb, the service exceptional and the pools were stunning.
January 8, 2012
Rated 5 out of 5 by Lindajo1 Memorable Stay
This is our favorite place to stay! The room was spectacular and the service excellent. Every blade of grass is perfect too!
February 3, 2014
Rated 5 out of 5 by JGcc13 Great Staff
The staff at the Phoenician is the kind you wish you had at every hotel/resort. Every person I dealt with was a provider of excellent service. From prior to check in to my departure, I was very impressed.
February 2, 2014
Rated 4 out of 5 by rls66 great hotel
Beautiful setting, staff were very helpful, the accomodations were great. I was a little disappointed in the choice of in house restaurants, would like a more casual dining choices, especially for breakfast and lunch. Golf course was wonderful and on site.
January 29, 2014
Rated 5 out of 5 by GR61 Exceptional Resort
Attention to detail and met our every need during our recent stay.
January 30, 2014
Rated 5 out of 5 by Buddha getting help
I was at the resort the previous week and had great service from the Michelle at the front desk. She helped me get a boarding pass where I didn't have all the information and was very helpful. The week before she was great help also. She is an example of what makes this resort a great place!!
January 28, 2014
Rated 5 out of 5 by JRAlexander Perfect resort!
My husband and I stayed for 2 nights at the end of September before heading up toward Sedona/Grand Canyon. This was an anniversary trip for us but I never mentioned it to the staff. I don't think I really needed to though because everything was perfect and we were treated amazingly anyway. Upon our arrival we were instantly notified that we had been given a 2 Level upgrade to a Casita. It was in the best location! I was definitely not expecting a 2 Level upgrade since I am only a Preferred Plus member. A wonderful surprise. Staff was always very friendly. Cannot recommend this resort enough! Go! You will not regret it. We will definitely be back!
October 30, 2012
Rated 4 out of 5 by Trainer1234 Enhanced room was very average
The hotel is beautiful and luxurious. However, we checked in and were given a room that they called "enhanced" in a "Casita Guest Room." The patio opened to a street that was noisy and one early morning we were awakened by construction on the street. The room was a basic hotel room, we had a comforter that was torn, towels that were far from luxurious and water pressure in the shower was quite weak.
January 18, 2014
Rated 5 out of 5 by Craig3704 Good as it Gets!
The grounds, the staff, the hotel are fantastic in every way!
January 15, 2014
Rated 4 out of 5 by Jas4 Slow service
We have stayed here numerous times and overall really like the property. Our recent stay was not as good. When we checked into our room, the carpet had not been vacuumed and there were no little lotions in the bathroom (as there had been in the past.) We were most unhappy with the service in the restaurant. We ate there for lunch and breakfast. Both times service was slow and unorganized.
January 8, 2014
Rated 5 out of 5 by Augustbaby Memorable luxury stay
My husband and I enjoyed our stay at the hotel. The room and bathroom was beautiful. It overlooked the pool and distant mountains. The bed sheets were the best I've ever slept in. We had a wonderful couples massage. Relaxed and ate a romantic special meal at the JR Steak House. The view from the restaurant was fantastic. We had red wine and a bone-in Wagyu steak for two. Hmmm, tender and flavorful. The next day we had a late lunch by the bar. Best chicken wings. We had an amazing server/bartender, Bernadine. She was friendly and very informative. We will always come back to the Phoenician.
December 22, 2013
Rated 5 out of 5 by mack765 great hotel
Great hotel with outstanding attention to details.
January 11, 2014
Rated 5 out of 5 by Doug1234 Best hotel service I have ever experienced.
We booked two rooms for a 5 night stay over Thanksgiving. We are Gold Elite Members in a competitors rewards program. The service at the Phoenician topped anything we have seen previously. Every time I picked up the phone, a friendly voice answered and took care of our every need. This included a personalized "smores" event for our family when we were not able to attend the planned event and free smoothies for the kids, when my 6 year old forgot to put out the Breakfast request the night before. The suite was beautiful, breakfasts on our patio were wonderful, everything was great! We will be searching for A Luxury Collection Resort for our next vacation!!
December 2, 2013
Rated 4 out of 5 by bikes1016 Fantastic Hotel, as long as you don't have a room facing the construction
This hotel met my expectations, then exceeded them. Everyone, from the front desk, to anyone in uniform, was extremely helpful and pleasant. Even the guests were friendly.
I could nit-pick, say my room wasn't as clean and nice the second night the cleaning staff came in (leading me to believe someone else was on duty), and while trying to get work done on the balcony, I could hear nothing except lawn mowers, jack hammers, and various other "maintenance" noises. I appreciate the time they take to landscape the grounds, but it is literally an all day project, and if you have a room facing any sort of grass, be prepared for the sounds of machinery.
November 21, 2013
Rated 4 out of 5 by Islander22 Lovely Getaway
Repeat guest and first room taken to was not at all satisfactory. View of parking lot, dirty carpet, etc. Room was changed to one overlooking cactus garden. Some other glitches along way, i.e. music not working during spa treatments for 1 1/2 days, young children splashing around "adult only" pool and pool girl allowing them. Need to respect all guests' needs. Disappointments this time, not experienced during prior visit. Overall though lovely stay.
January 1, 2014
Rated 5 out of 5 by cej1 Fabulous Hotel
The Phoenician staff went above and beyond to meet our every whim. Beautiful lobby, marvelous pool area, great cactus garden, huge rooms with double sinks in the bathrooms. We had a fun and relaxing stay! We plan to visit the Phoenician annually from now on.
January 6, 2014
Rated 5 out of 5 by EBern07 Great Resort Experience
Having been at the resort before for business, I was expecting it to be good, but it exceeded expectations and was really great! The service at the restaurants, golf, and all over the resort were equally amazing. In particular the person running the restaurant we went to for breakfast everyday works tirelessly and runs a tight ship with nothing to spare. I highly recommend this resort for couples and families!
January 2, 2014
Rated 5 out of 5 by RMC08 Great Property. Great Staff. Great Experience.
The staff went out of their way to accomodate us and make us feel welcome. The property speaks for itself. But the personal touch by every member of the staff made us feel very welcome.
January 6, 2014
Rated 5 out of 5 by JonV amazing property
this resort still reigns as one of the more amazing resorts in the USA. beautiful buildings, facilities, grounds, art, pools, etc. set in a beautiful spot at the base of Camelback mountain, the resort also feature three impeccable 9 hole courses.
stunning facility actually. gorgeous. only drawback: food was good but not amazing - we ate at all the restaurants. rather normal hotel food at best - this place you expect some amazing food as well
the management deserves kudos. this legend still holds up as top notch experience
December 29, 2011
Rated 4 out of 5 by TPB1 Very disappointed that the Hot Tubs were not available.
We always enjoy vacationing at the Phoenician, however we were very disappointed that no Hot Tubs were available and we were not made aware of this when we booked our reservations, or prior to our arrival. This would have impacted whether we vacationed at the Phoenician or at another hotel.
January 3, 2014
Rated 3 out of 5 by LovellM A Tired Hotel...
Having known the Phoenician as long as I have, it's frightening to see how tired the property has become. We had pealing wall paper in our room, outdated décor and carpet. The service could have made up for the laggard investment in the property. Unfortunately, they are lacking in this area too. Perhaps I need to accept that the Phoenician is no longer a high end resort.
December 30, 2013
Rated 5 out of 5 by Dsheets2 Beautiful Resort
The Phoenician provided us with all we had hoped. The staff was extremely friendly and helpful. The grounds were well maintained. We especially liked walking through the cactus garden. The pool area is one of the finest and we've been to many other resorts both here and in the "islands". Although we understand valet parking shouldn't necessarily be free, the price per night was quite extreme.
We really appreciated the champaigne and strawberries delivered to our room recognizing our wedding anniversary. That was a nice surprise.
December 20, 2013
Rated 5 out of 5 by Kate46 Everything about hotel was amazing. Definitely one of my favorite resorts
The golf courses are ALL spectacular! The gym was well equipped and clean. Excellent spa and the whole hotel and grounds are just so relaxing and peaceful. Just love it here.
January 2, 2014
Rated 5 out of 5 by KingDaddio Wonderful Family Experience at The Phoenician
My wife, two children and I enjoyed a wonderful 8 night stay at the Phoenician during the December 2014 school holiday break. The entire Phoenician hotel staff (including the front desk manager, concierge, restaurant wait staff and the golf club professionals) was tremendously friendly and provided great customer service. We look forward to our return to the Phoenician very soon.
December 29, 2013