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| - The night we checked in it was 2am. I was really looking forward to a sun-filled weekend with my sister in Scottsdale and this hotel had really good reviews for a mid-level stay.
I'd like to start by saying that the night manager the evening (2am) I checked in was absolutely wonderful. His name is Dino and his service was Ritz-Carlton worthy, hence the extra star, but that is really where the good-part of this stay stopped. At check-in.
Our room was fine: 2 queen beds in a small, clean room with shutters on the windows (no black-out curtains) and shutters on the bathroom door (which, if you're staying with anyone but family or a spouse, is VERY strange). We slept well, because while it was loud outside, inside the room, with the door closed, was fine. They have a small pool that we used. It was clean and good.
The next day, really same day as checkin, our key card timed out. Locked out of our room. We were promptly issued a new key. Okay, day continues. We have a WONDERFUL dinner and back to our hotel we go, to meet Ben, the security guard.
Apparently, I did not enter the parking lot the correct way. Ben made sure to demeaningly tell me so. This was embarrassing and inappropriate. It could have easily been handled with class and a, "I will open this entrance for you, but let me show you the entrance in the back so that in the future this doesn't happen to you again." But instead, his attitude was just terrible and he, unapologetically, made sure to make me feel like a moron for being a non-local, making a simple mistake of entering in the wrong way because I did not remember a map given to me at 2am at check-in.
I went to the check-in desk to discuss Ben's treatment of a guest, and while the night manager was apologetic, Ben the security guard followed me to the desk to listen to my complaint. The night manager saw he was there, but made no move to ask Ben to leave so that we might continue our conversation. Absolutely nothing was offered or done to remedy the experience for the duration of our stay. The entire event should never have happened.
The next 2 days my keys expired daily, costing me several trips to the front desk to re-key. They were never by phone or magnets, and I was told when I brought them up, that they had expired.
This was a really disappointing stay. Overall, because of poor service. I cannot recommend it. There are a myriad of hotels and I would recommend you look elsewhere because, regardless of hotel-level, good customer service is a must!
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