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| - Three stars - because two wouldn't be fair and four would be too much.
My family of 4 had reservations for a 4-night stay at Arizona Grand for a Deluxe Suite which as the description says, overlooking the water park. Check in was a breeze and Justin Guest was pleasant to work with. He handed us our room keys, wrist bands for the water park and showed us where our room was on the map. He also asked one of the bellhops outside to show us where to go and we'll follow the golf cart to our room location. We were booked at the Sedona, right next to the pool and right outside the water park. When we got to our room, however, there was a leak from the ceiling with the garbage can strategically placed right under. That tells me they knew there was a leak but proceeded to assign the room anyway. Wait what?! Hmmm.... So I called the Front Desk and requested to be moved because a bucket of water and a toddler is not a good combination. We were told that we will be moved to another room and someone will come and bring us our keys. 30 minutes into waiting and with a sleepy, cranky toddler - we finally called the Front Desk and asked if we can pick up the keys ourselves so we can go to the room already. We were told whoever was supposed to come must've gotten held up helping someone else. OH-Kay!
We got moved to a remote part of Arizona! Sure felt like it because our new room at Mountainside faced the back of the resort and the freeway, was dark and isolated and only had 2 other cars parked outside. The room was ok, but initial inspection showed dirty walls, iced fridge, broken closet door, crooked headboards and bedroom phone that didn't work properly.Since it was already late, we decided to call it a night and address the issues in the morning. My husband went to the front desk the following day, asked what room we were in versus what room we reserved and true enough, Deluxe Suite we were not in. Luz at the Front Desk got us a new room assignment quickly and we were told we can move to our new room the next day.
We got a new room assigned to us at Camelback, albeit waiting almost the whole day to get notified, and it was right outside the water park entrance with a view of the rest of the water park. Back to civilization at least! The room was not a renovated suite but at least no broken closets, no iced fridge but a dirty phone. Gross! The other rooms had patio furniture on their balcony. We had two conference room chairs. WTH?
We enjoyed the water park and also took advantage of the pools within our little villas. It wasn't crowded and very family oriented. If you have a toddler like we do, bring your own floaty as they don't have one for little kids. The staff at the water park were very accommodating. We initially thought of getting a cabana but there are so many chairs, it wouldn't have been worth it. Food at the water park is pricey but you can bring your own bottled waters. Also, the fridge in the rooms are not motion-sensitive so you can move things around inside to put your own drinks - the grocery store is down the block so you can get your own things for much cheaper.
** I also would like to add that some of the low reviews are from guests mentioning the $50 resort fee. Please note that this is mentioned in the website so it's not a 'hidden fee'. Be prepared when booking your stay that a $50 resort fee per day will be charged when you check in.
Customer Service, for the most part, is great, except for the slow service of getting us moved from one room to another. The resort would also benefit from paying attention to details that guests will certainly pick up on.
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