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  • Stayed New Years Eve to celebrate my 39th wedding anniversary. What a mistake! The room rate goes up $100 for New Years Eve - ok, I kind of understand that - but the service shouldn't go down in the toliet. The room was clean and huge - from there it goes downhill. It was decorated inside red and black modern - my wife hates red and black modern - you would think it would be southwest based on the resort or at least something more neutral. The service absolutely horrible - you couldn't try any harder to have worse service - maybe the staff didn't show up because it was New Years eve - but the service was inexcusable. We check in, they say "go out front someone will be there to take you to your room" - no show. After 5 minutes I go back inside to reception, not very friendly say they'll have someone there shortly. NO SHOW again so we go find our room ourselves. Next we paid $129 each for a New Years eve celebration that was billed as free champagne and great food. We get a small glass of champagne when we enter. The food that was there was good but sparse choice buffet style. The free champagne nonexistent. At about an hour and half into this mess, the only service we received so far is another glass of champagne for my wife. I had gone to the bar and got the worst drink I have had in 15 years from a "bartender???" that didn't know what the hell they were doing. To top it off it was $17. Add to that the "entertainment" for the night was to watch on a big screen CNN New Years eve news coverage of the past events of 2016 - I HATE CNN News and it really is somewhat of a downer to watch 2016 again. The next day we want to go to eat a mid-morning meal. Restaurant is closed! We did have a nice massage at the spa. Expensive but it was good. Then comes the erroneous charge on my credit card - $500 ish. It has been 4 weeks and the bill still isn't credited. For two weeks I left messages for the "person" that issues credits. On the third week she returns my call and agrees they double billed me - but she is not authorized to credit my card. Why am I dealing with her then? On top of that, I ask why is the charge for the New Years Eve celebration bummer almost $350. Turns out there is a mandatory tip and on top of that a service fee of over $80. I will never get over that, paying a huge tip for the lousiest of service. The resort is in the most beautiful area of desert, the golf course and spa are very nice, but when the service is absolutely horrible at ever turn your stay becomes a horrible frustration instead of something that should be enjoyable. The Four Seasons or the Mariott are 20 minutes away and I have always had reasonably good service there. If you want service that will make your blood boil go waste your money here
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