Rated 2 out of 5 by NonfatLatte Poor Service ruined this visit
My expectations are high as a Platinum member; especially for a resort property. My room was not ready when I arrived and I waited 2.5 hours for it. I was promised I'd be called when it was ready and it did not happen. Consequently, I missed Thanksgiving dinner with my family.
The room service was also unbelievably bad. Staff is amateurish, botching orders and leaving plastic wrap on food and beverages. One time I ordered food for 3 and the service person did not bring a cart. Wanted me to clear the desk. Besides the fact that my work items and PC were on the desk, 3 people couldn't eat at the desk. She acted indignant.
I was amazed at the poor service quality overall
December 15, 2013
Rated 1 out of 5 by TomD BUGS and unattentive staff!
I have to say I am extremely disappointed with my stay at this resort. I had stayed here before and didn't have any issues however that was quite the opposite this stay. The staff were extremely unfriendly and unhelpful. We had dinner at the bar where the bar staff and manager where more concerned about carrying on conversations amongst themselves than serving the guests. The separate people came up and asked the staff if they needed to order at the bar or if someone would coming to the surrounding tables to take their order. We had a difficult time ordering and we were sitting at the bar as they were generally rude and short. The last straw came when I noticed really little black bugs (the size of fleas) crawling on the bathroom floor. I killed the first few and noticed that more were coming in. I went to the front desk and notified David. After 2 hours of no calls or anyone showing up I noticed the bugs were not just crawling in the bathroom but towards the room as well. I went back down to the front desk and spoke with David again and told him no one showed up. I asked to speak with a manager and was told he was the only one there. I notified him that we would be checking out and called SPG to book a room at another hotel. Any hotel would have worked. SPG called the hotel and 5 minutes later Lisa Mercer called (a manager) and apologized for her staff's response as she had been there since 8:30am. Lisa was very helpful and should be commended for stepping into a situation that David clearly didn't handle correctly and lied about. As a Platinum CEM I've stayed at hotels all over the country and have to say the staff here is the worst that I've ever experienced....except for Lisa.
December 2, 2013
Rated 2 out of 5 by Yodi This Hotel Needs Improvements
I stayed here 10 months ago and it was a very nice stay. The first room that they gave me was very far away from self parking with a long walk to the car. The car had to be parked out by the spa. They were nice to give me another room. The room was a down grade and did not have cell phone service or internet service. The buffet for breakfast ($15.95) was poor. The bacon was in a pot with 1/8 in. of grease in the bottom, both egg dishes were out, etc. I tried to eat dinner in their 5 star restaurant and was told that I need to make reservations TWO WEEKS in advance. It seems that the locals use it and keep it reserved. Nothing for a guest of the hotel. The staff was excellent but the management was not.
December 3, 2013
Rated 3 out of 5 by TucRedOne Disappointed
The hotel rooms above the bridge near the lake (the boat path) had an awful sewer smell from the little river where the boat drives. It wafted up to the room so we could not enjoy the balcony. Our refrigerator looked like it had not been cleaned in months (moldy spots) and we got lost several times in the maze of rooms with little to no signage on where you are. For a Five Star resort i was annoyed half the time. The property itself is gorgeous. Very quiet but thin walls. My husband said he wouldn't come back I probably would but would ask for a better location.
December 2, 2013
Rated 5 out of 5 by hope2play Still My Favorite Starwood Hotel
I cannot tell you the number of Starwood Hotels I have visited in the USA during the last three years. My business sends me out each week to places like Atlanta, Los Angeles, San Diego, San Francisco, Las Vegas, Minneapolis, Seattle, and the list goes on. Sheraton Wild Horse contiues to be my favorite of all USA Starwood hotels!
What the Pima Indians and Starwood have done to create a gorgeous, relaxing, exquisite, almost spiritual retreat is in my option, not matched by any branch hotel I have stayed in.
There is no way to describe Wild Horse Pass in this review. You have to experience it yourself whether it is alone, with a friend or family.
One more thing; what do horses have to do with the hotel? You need to go to find out! They are part of The Wild Horse experience.
November 28, 2013
Rated 2 out of 5 by kkrohner Money Vacuum... Once youre there, they have you and they push their limits...
I have stayed 25 nights in Starwood properties in Shanghai, Detroit, Phoenix, within the past month.
After a month of travel I took two days to stay at this hotel with my girlfriend for some well needed R & R.
Upon arrival, my SPG status was recognized and I was upgraded to a better view. Upon checkout though, I learned that this upgrade was not complementary and my rate increased by $70/night + taxes.
Also at arrival, I was advised I had complementary internet. Upon Checkout, I was charged $50 and told that SPG Gold does NOT receive complementary wifi. Not correct. I explained I had travelled extensively with SPG, but Billy assured me I was wrong. He did take it off, but I was still wrong.
We also used the equestrian facility, which was wonderful, Roger is fantastic, I highly recommend. Funny thing tho, upon checking out, I was charged for both incoming calls and outgoing call (which was transferred from the hotel operator). SO I pay for the calls to use their service which I am paying for.
We had a couples massage at the SPA, the spa was great, highly recommend.
After the spa, we ordered in room service. We got an equivalent of a $40 Chili's or Applebees meal for $107 including $17.60 service charge. The chicken was $28 for a 1/4 piece of chicken on rice. The Salad was 5 pieces of lettuce. The bread does not come with the meal, but they did bring to us eventually because we complained that no one told us.
Overall, here is my advice. Check your bill. It seems that this is a game. They say its complementary then they charge you to see if you are paying attention. I found higher integrity in China and would have never expected to be treated with this.
Seriously, they pee on your shoes and tell you it's raining.
Also, they double billed my AMEX.
When you call for a manager, they don't have one available, and they will not call you back.
When you complain to Starwood, like I did, they wont record the complaint.
I went through this with Billy at the front desk yesterday, Billy who likes to connect about San Diego Baseball.
This is real, this is a real complaint.
After spending $15-20,000 with SPG in the past month, I think I will be going back to Expedia.
At least I know what I am dealing with there. Not a rouse that we are important but at the end of the day, no one cares about SPG status, only your dollars and cents. Loyalty Smoyalty. Means nothing to them.
Kevin. Starwood Member since July 2013 - 51,384 pts.
November 4, 2013
Rated 3 out of 5 by neeruamb Hotel Was Average
The Staff were very friendly and helpful which was great as I had never been to that area before. The room was very clean and you could not hear your neighbors which I appreciated. The layout of the hotel is horrible. It takes at least 15 minutes to get from one end of the hotel to the other, where the main parking lot is. The maps provided were not informative so it is easy to get lost. The room key to get into the building from the outside did not open any of the doors, once they became locked, even though the information posted said it would. Although not necessary, it would have been convenient to have a fridge in the room. There were several times we ordered room service, were unable to finish our food, and had to throw it away due to not being able to keep it refrigerated. I don't believe the hotel is worth the price I paid to stay there.
November 25, 2013
Rated 2 out of 5 by Nick168 Nothing seems to work!
I stayed at this hotel due to a conference. The Internet access was extremely expensive, although I was lucky to have it prepaid which saved me $13 a day (Most roadside motels now have free internet). But it never worked. For three evenings, I spent time on the phone with Technical Support who were never able to get it working. I had to resort to walking down to the lobby each time I wanted to use my computer. The iron did not work (although quickly replaced). The TV remote did not work. The A/C was very noisey. They have a 'green' program similar to many hotels, but this is more of a cost cutting measure. Rather than just keeping your existing towels, they just don't bother with your room at all. Supposedly, you had to put a card on the door if you wanted to partake in this program. I never placed the card on the door and still never had my room serviced. To end on a positive note, every staff member that I had interaction with, was always very positive and attentive.
November 25, 2013