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| - We stayed here while attending an event in Phoenix spending five days and four nights here. We have visited the property previously about five years. I am a huge Hilton fan and a diamond member so I stay at a lot of different properties around the country. There were both pluses and real opportunities during this trip. FYI this is family resort an loud!
King Suite Room Very Dated
The resort has many amenities but just understand it is a very dated property and in need of serious updating. The decor, furniture, walls, furniture, etc is old, dented up, and used hard. The desk had chunks of wood chipped out of it all around, the fridge was horrible and did not work right, the counter area the wood was old and scratched up as was the dressers and sink area. We stayed in a king suite during our visit which is a king bedroom, vanity area, bathroom, and small living room with a chair, couch, and desk.
Hard Bed
The bed was ok had the usual puffy topper mattress and down comforter. It was a little hard through even with the puffy top compared to other properties I have been too.
Small Bathroom
The bathroom is a little small and the toilet is made for a three year old. It is SUPER small and is so close to the wall you have to almost sit sideways.
Sulfur Water
The water has a strong sulfur smell which tells me they either have no water filtration system in the building or it is in need of serious service. The water is also VERY hard so bring PLENTY of moisturizing lotion you will need it.
General Property
The building themselves have many different signs of aging and needs a refresh. Everything from the paint, wall conditions, ice machines, elevator interior, lighting, etc. The front lobby looks nice and well design but it changes as you get into the property. Property can be confusing so get a map. Don't try and use the Hilton keyless entry you will struggle to find the room. I even asked two maintenance guys neither could tell me.
Customer Service
I checked-in through the Hilton app and had also requested certain amenities be added to the room which is part of the check in. We needed extra pillows and towels. They were not in the room upon check in. I called down immediately and was assured they would be right up and never came. We went to get food and stopped at the front desk and requested a third time and never showed up. Several hours later I called down again and finally got them delivered after 7 hours and 5 phone calls. This was not a good way to start a vacation style visit.
I had trouble finding the ice machine as there is nothing in the room telling you were they are. I called the concierge and she told me I had to walk all the way to the main building and use the ones there. This was not acceptable and she offered to have ice sent up to use which was great and we appreciated. However, we learned the next day there were ice machines in our building. It's pretty said when the concierge of the resort does not know the most basic amenities of the property. I am happy she was friendly and offered a solution but serious training needed.
There is a guy at the front named Manny who is friendly and very knowledgeable about the local area.
The GM of the property left a VM with his recommended things to do in the area which is helpful for someone new to the area.
Restaurants
The food on the property at Rico's is HORRIBLE I wrote a separate review for that place. I was surprised when I told the front desk how bad it was they did not offer to make it right or waive the cost. Hilton has a satisfaction guarantee for your stay if you don't like it they will make it right or you don't pay and that failed here. Diamond members do not get free breakfast here they are given $10 coupons to use at Rico's or the pool bar area or the store at the main building. Even with the coupons I would not eat there. BTW don't get tricked into ordering room service. The room service is from Rico's as well but it does not tell you that on the menu.
The young man at the pool bar area was in need of serious customer service training. When I went too the seating area to work on my laptop while my wife swam he asked what I needed. When I asked for water and a soda and I would get food in a little bit. He asked how I was going to pay for it. Very rude way of asking someone that question. Then I said I was going to just put it on my room and also showed him my $10 voucher. He seemed annoyed about the voucher. He told me I needed to give him a credit card even if I was putting on my room. They would put it on my room after I closed my tab. He then told me the voucher was more than the drinks and I would not get anything back. I just left and told the front desk the next day.
Pool
The resort pool is entertaining and the general store there is nice with snacks, Starbucks, ice cream, and other items. The lazy river was enjoyable and the waters in the pool are heated some so it's comfortable even if the weather is a little cool.
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