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| - It was a truly disappointing experience. My wife and I had stayed here a couple of years prior and it was great. Since the 4th is a special time for our family (birthday's, anniversary's and such) we decided that we would all stay here. We checked in and we could see that the hotel was undergoing a remodel, but never suspected to what level. Once we checked into our rooms we all dressed for a swim and headed to the pool, which is one of the most beautiful in Arizona. We were shocked to find out the main pool was closed for renovation. Something that neither the person checking us in or the reservation site (Their business website) ever told us. The pool at the golf club was the substitute and was supposedly staffed. I will bullet point the rest:
1. Never once did we come across anyone at the pool area to serve food or beverage
2. We were not notified that tip was included for breakfast and double tipped, no one said a thing. Our fault, but still...
3. Went into the gold club to order some beers and when we asked what beers they had they said they had everything but Corona. Proceeded to ask for 3-4 beers and they said they were out of stock. When we asked "Well, why don't you tell us what you have and we will order." the bartender replied with a snarl "I already told you, everything but Corona!" What?
4. We went to dinner at the spotted donkey and we were treated like trash by the bartender there (We weren't having good luck with bartenders). When we sat down the food was good and we were treated well, but that bartender was just horrendous. My father has served this country proud for 35+ years and I was irritated that he and my family were treated so poorly.
5. The post outside our room was rotted out and it appears like it could collapse
6. We woke up to a mouse on our clothing and you could see that the door to the outside had been eaten through.
I went to the front desk to talk to a manager and he was busy and could take me at 10:15... then 10:25, then 10:30, then 10:45. I told him about my experience and he offered points but I said that I just wanted to do a price match per their price match guarantee policy and that I had to go, we had lunch at 11. I sent something to Hilton corporate and here is the response:
Thank you for your reply. My name is Danita. It will be my pleasure to assist with your concerns regarding your stay at the Waldorf Astoria Boulders Resort & Spa, Curio Collection.
After reviewing your file, I see the hotel has been in contact with you during your stay and provided $108 in refunds to your account prior to check out to make amends for your experiences.
(headslap)
I don't want money or to be compensated I just want to be treated like a man who spent well over a thousand dollars on a weekend to be with my family and as a client who deserves the respect of just an honest apology. I have stayed with Hilton brands all over the world and the experience of this hotel and the overall lack of care by their corporate staff and this stay makes me NEVER want to stay in a hilton branded hotel again.
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