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| - I signed up specifically to review this hotel. I have been staying at the Pointe hotels since I was a child. My mother had her wedding reception dinner here nearly 30 years ago. It's not the nicest resort in town, but it's usually a good value and always fun for all.
That being said, 7/8/2010 will be the last stay for any of my family at either of the Pointe resorts. First of all, I booked a two bedroom casita in March and prepaid for it so it would be a reduced rate. It ended up being $20 less then the actual rate but oh well! At least I had the security of knowing I had the room.
Living in Arizona, summer birthdays are not always easy- it's so hot. It has been our tradition to celebrate my birthday and now my daughters birthday at the Pointe Resorts. The staff has always been accomodating to guests and making us feel special.
Yesterday was Cassidys 2nd birthday. We booked the casita specifically so we would have room for both grandmas to stay and a little room for some family and friends to enjoy Cassidys birthday.
When we arrived- my pre-booked casita was not available. They told me I had only booked the queen one. I found the confirmation and they realized they were in err. "Ok, that's indeed what you booked, but We don't have one available right now. They are cleaning the downstairs portion of the casita but you may enter thru the king entrance and we will let you know when it's ready."
Well, at least I have the room right? So we decide to do this. When we unloaded all of our belongings and entered the open portion of the casita, it was cramped to say the least. But at least it was cool. But there were 6 of us with some other family on the way. I asked the maid to put my cake in the fridge downstairs. I got a glimpse of the downstairs portion and was in shock. Someone had a major party on there the night before- like furniture overturned, bottles everywhere, sticky floors- an absolute disaster. No way would these two poor maids get this cleaned up by 5. I vaguely remember the front desk guy saying the guests who were there had a late checkout. Yea, I see why;)
We call the desk and to my surprise, we were moved- to a 2-bedroom casita right across the way! But why not in the first place? Before we'd unloaded our things, etc. But the front desk did say they would help up carry our things across the car port. And that we were closer to the pool! Wow!
Super nice bell boy came and helped us out. We were settled by 5:30- but that hour and a half of unsettlement for my daughter was not good. If you have or have had a two year old you know what I mean;)
When my husband called the desk this AM- we wanted a late checkout and maybe just an apology,he was given the run around by a very rude manager. They didn't do late checkouts(HMMMM) Did we want to stay another night in a suite room for $69? LOL at that(they had a coupon for next stay in a suite room for $79.) I got on the phone and told him the same story I've just told and he laughed at me several times and mocked me when I said I am a service manager at a large corporation and I usually don't complain. He mocked me about having children. His tone of voice was sarcastic. He was absolutely awful. He said that the GM was too busy to help us and wouldn't be available to talk. They also charged us for phone calls when we had paid for the value pack. Including the long distance one when I asked him for the corporate #. And do they not have a 1-800#? I didn't expect much, but I don't expect to be laughed at.
Absolutely unacceptable. I see in reviews on here and trip advisor they have service issues. The water park was dirty and unattended to. Service/Food in park. -so so. I used to love this place and I'm sorry that a tradition is over. Oh well, I'll go to the AZ Grand next year.
Don't stay here.
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