My parents took me, my husband, my Nanna, and my brother and sister to stay here over Christmas. We had just come form the most amazing hotel in Vegas (The Wynn Encore) and were ready for our next adventure!
Just to give you a bit of perspective, the suite my parents stayed in in Vegas had a grand piano, a private spa room for in room massages, a massive bathroom with a large jacuzzi tub, a wonderful view, and living room. It was basically the size of a good penthouse apartment.
My father spent the same amount of money in each hotel.
So, you can imagine our dismay when we arrive at the Phoenician to find our rooms are rather small, dated, with tiny bathrooms! However, we were willing to accept this, after all, it was an older hotel.
but the experience here just got worse and worse. We went from missing Vegas to generally being quite annoyed. Here are some examples of the dreadful service at this hotel.
1. I ordered room service breakfast , and when they offered a bagel with my salmon I said no, I really wanted to stay away from carbs. Alas, they turn up with 4 bagels.
2. Checking in was so slow, and whereas the hotel in vegas upgraded our suites (as Amex customers), the phoenician did nothing.
The concierge at this hotel is pathetically useless. I'll make you a bet that 9 times out of ten, whatever you call up and ask about they either will not know the answer or b) Say it's not their job and will pass you off to another section of the hotel (who by coincidence, also doesn't know and can't help you).
3. My husband ordered Champagne and chocolates to be delivered to our room as a surprise when we got home form dinner. That was delivered to my parents........
4. For new years eve they were not able to book any tables for us in the hotel lobby. Not because they were full, but because they didn't want to do it. Going the extra mile for customers paying quite a lot of money is obviously not their style!
5. me and my husband would often order cigarettes from the 24 hour room service. They often never came. We later found out that room service doesn't bring cigarettes, house keeping does. So, why didn't they ever tell us this when we ordered them?
6. I would leave laundry bags with notes on clearly indicating that i would like the laundry service. They would never be picked up.
The rooms were hardly cleaned. Cleaners would come in every day but I started noticing that they never cleared glasses or plates. So I started cleaning up. That's not what you want on vacation! Come on!
I must mention that the swimming pool staff are very good. They were the highlight of our trip. They saved the same cabana for my family every day, always made sure we were happy and had everything we needed, and even laid towels down on the side of the pool in case I wanted to read. My favourite day was when they gave me a champagne cocktail in a plastic champagne flute so that I could sip it in the pool. Lovely.
Having said that, I did encounter one pool guy who informed me that they would be closing the cabanas soon as "the hotel doesn't want to pay them to work any longer". ooooh!
I did visit the spa and it's incredibly dated and small. It reminds me of an average gym locker room. And it's not that clean either.
The salon was another highlight. Well, for me anyway! My Mum and my Nanna got blow-drys that were so hilarious! I've never seen so much volume! I'm told that is the style in Arizona.
I got a mani/pedi, and facial threading from these two lovely ladies. I can't remember where they were from. Romania? They did a wonderful job, and brought me out of my denial by making me get an upper lip thread!
So, to sum up, this hotel frankly needs to be ripped down and built again. They also need to be selective in the staff they hire (no more teens with absolutely no experience). They really need to teach a different attitude there. They need more enthusiasm, and can do. All the staff appeared so jaded!
My poor parents, who had many romantic memories of this hotel in the 80's, were sorely disappointed in what it had become, and I know that they will never go again. They were so looking forward to showing us this place and now they wish they hadn't.
- Official Description (provided by the hotel):
- The Phoenician is a luxury resort in Scottsdale, Arizona, situated on 250 acres at the base of Camelback Mountain. From May through September 2017, The Phoenician will be undergoing extensive enhancements to its signature public areas. During this time, the main lobby, front desk, pool complex, spa and select dining venues will be closed. These services and amenities will be available at alternate locations on the resort grounds. ... more less
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- Also Known As:
- The Phoenician, Scottsdale Hotel Scottsdale
- Phoenician Hotel Scottsdale
- The Phoenician Hotel Scottsdale
- The Phoenician, Scottsdale Arizona