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| - If you only take away one thing from this review, please heed my warning: DO NOT WASTE YOUR MONEY HERE. The resort is currently undergoing a renovation and offering $79 spa services. My friends and I (locals) decided to take advantage of this and book some services - hoping to make a day out of it. We knew there were renovations going on, but the web site makes it sound as if the spa has simply relocated. There is nothing on the site when booking the spa service that says for $79 you literally only get the service (no bathroom, no shower, none of the regular spa amenities such as sauna, etc, and no access to a pool). In fact, the confirmation email they send out invites you to arrive early and "enjoy their amenities." So, being 8 months pregnant and living in Phoenix, that's exactly what I did. I arrived 2 hours early (as is acceptable with every other resort spa I've been to) to relax in the pool before my massage. After walking through what felt like a very long maze to finally find the relocated spa, I exited a small elevator and walked into a room that felt like I was still outside (except with humidity!). There was a man with a pony tail sitting at a small desk with a floor fan on him. I literally felt like I had walked into someone's makeshift office. Furthermore, the AC was either broken or not working well, which is miserable when you're hugely pregnant and trying to find ways to feel comfortable in this heat! I asked the man at the desk if the AC was out in the whole facility and he said "Oh no, you'll be in one of the treatment rooms and it will be relaxing." He clearly didn't see that I was drenched in sweat and out of breath from waddling around with a human inside of me and that my definition of "relaxing" included ice-cold air conditioning. He then said that since I had arrived 2 hours early, the only place for me to wait was in a waiting room (which just looked like two chairs set up in that hot room). I told him I wanted to use a pool and he said there was no pool for me to use. He then went on to let me know (in a manner that truly felt like he was shaming me) that the reason I had gotten such a great deal was because I was only paying for the service. As a side note, does this guy not realize that every resort in Phoenix gives great rates over the summer because the majority of their summer business comes from locals?!?! And in fact, I had just paid $90 - only $10 more! - a week prior for a 60-min massage at Valley Ho that came with full use of the spa and resort pool, a glass of champagne (which I unfortunately couldn't drink), and two additional day passes for use of their pool!! I digress. Annnyways, I told him I knew they had at least one pool on the property open and he told me that was only for guests staying at the hotel. I had seen rates advertised for $119 and asked him about that (because at this point I was literally considering just paying for a room so I could use the pool - I was THAT uncomfortable). He told me that I still wouldn't be able to use that pool. At that point, I asked if I could cancel the service. He told me since they hadn't made it clear that the rate only included the treatment, he would let me cancel. I stepped down the hall to confirm with my friends that we should cancel and a few minutes later went back to cancel. I gave him the names of the two friends whose appointments I also wanted to cancel, and he said he had cancelled all 3 appointments. One of my friends headed over to the Montelucia spa and was able to book us all appointments for that same day for a discounted rate of $135. Their AC worked, they had a private pool for spa guests and their amenities were absolutely beautiful. Furthermore, they immediately offered me water and everyone we encountered was extremely kind and accommodating. I was more than happy to pay the $55 more than what we would have paid at the Phoenician. So, I thought this would be the end of my terrible Phoenician experience..until the next day. The Phoenician had charged both of my friends a $40 cancellation fee (even though the guy said he was waiving the fee since they hadn't made things clear). When my friend called in to ask about the fee, the woman (a manager, supposedly) proceeded to LIE to her! She said that I had never mentioned cancelling my friends' appointments (lie), that she was standing there when I cancelled (second lie), that the AC had been working fine (3rd lie - I had actually heard a female employee talking about the AC not working), and that the only reason they didn't charge me a fee is because they found someone to take my appointment (4th lie!). She then went on to shame my friend some more and tell her she should feel bad that the spa employee didn't get paid because of her. Wow, just wow. No, Phoenician... you should feel ashamed. As an Arizona native, I used to love you, but I will not be back. There are too many other resorts in the Valley that still know what customer service is.
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