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“Great resort property” 5 of 5 stars
Review of Sheraton Wild Horse Pass Resort & Spa

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Sheraton Wild Horse Pass Resort & Spa
4.0 of 5 Resort   |   5594 West Wild Horse Pass Boulevard, Gila River Indian Community, Chandler, AZ 85226   |  
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Ranked #7 of 28 Hotels in Chandler
Sarasota, Florida
Senior Contributor
41 reviews 41 reviews
22 hotel reviews
Reviews in 21 cities Reviews in 21 cities
25 helpful votes 25 helpful votes
“Great resort property”
5 of 5 stars Reviewed July 21, 2013

I hosted a meeting at this property in February and the feedback was excellent. Our meeting was confined to the hotel so we had no issues with transportation since we hosted all of the meals. However, I could see the remote location as an issue if you wanted to explore the Phoenix area.

The service was excellent and the views from the hotel lobby are incredible.

I did get complaints from our group about the $4/night cleaning fee as this was new to almost everyone in the group. It seems a bit petty - just tack that $4/night on to the room cost?

Room Tip: Try to get a room near the lobby/restaurants or you may have a long walk.
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  • Stayed February 2013, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Wild Horse Pass Resort & Spa, responded to this review, August 2, 2013
Dear Guest,

Thank you for electing to host your meeting at Sheraton Wild Horse Pass Resort & Spa. We know there are many great resorts in the valley and we appreciate that you brought your business to our resort.

Our staff puts great effort into connecting personally with each guest. We are passionate about what we do and it is gratifying when a guest senses our genuine care for them. It is truly our pleasure to assist.

Please come see us again.

Sincerely,
PR Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,077 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (243)
Date | Rating
  • English first
  • French first
  • German first
  • Any
English first
Southlake, Texas
Top Contributor
95 reviews 95 reviews
13 hotel reviews
Reviews in 30 cities Reviews in 30 cities
50 helpful votes 50 helpful votes
3 of 5 stars Reviewed July 18, 2013

This was my first time staying at this hotel, and it left me with a few impressions.
The path from the street to the hotel goes on for miles and miles. You wonder if you'll ever see a hotel, but it is eventually there.
Self parking is a trainwreck, and unless you elect to pay $22 a day for valet, you're in for an epic walk with your bags.

The front desk staff are very cordial and efficient.

The hotel is a sprawling low-rise layout, and you can end up with another epic walk to get to your room. If you have reduced ability to walk, you may be in for a painful visit.

Hotel restaurants and bars are quickly overwhelmed with patrons, and the wait staff could not keep up.

Overall, this may be an OK choice if you want to check in and not leave the premises, but if you're here on business, you might consider something more efficient.

Room Tip: Specifically ask for a room near the lobby, or you'll be in for a massively long walk to your ro...
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  • Stayed July 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Manager at Sheraton Wild Horse Pass Resort & Spa, responded to this review, July 26, 2013
Dear Guest,

I apologize for the inconvenience our resort layout presented during your stay. We pride ourselves on showcasing the cultural background of the Pima & Maricopa Community and the resort was built solely to represent the culture and maximize the views of the surrounding lands. The drive into the resort is meant to offer a serene arrival experience and to wind the guest around s a portion of the replica Gila River. Again I do apologize for any inconvenience this caused during your experience with us. We hope that you will return to visit so that we can accommodate your needs and expectations.

Sincerely,

Resort Leadership
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San Francisco, California
Senior Contributor
32 reviews 32 reviews
23 hotel reviews
Reviews in 24 cities Reviews in 24 cities
17 helpful votes 17 helpful votes
4 of 5 stars Reviewed July 12, 2013

This is a great place if you want to spend your time at the hotel. They have something for everyone -- golf, spa and tennis for the older children and adults -- raw hide, pool slide, horseback riding for all. This is our third time and we have been impressed with the hotel and staff each time. The staff greet you with a hello, how are you?, they open doors, and offer bottled water. The hotel and grounds are relaxing. The lobby is airy, the waterfall soothing and the large windows give you a grand view to the pool area. The rooms are fairly nice. The bed area is standard, but the bathrooms are roomy. We usually are adult travellers and travel when kids are in school. This time we travelled with my niece. She had a great time at the pool. The hotel was at capacity and was swarming with families. It was great to see how the hotel catered to everyone. Our niece had a blast in the pool, sliding down the slide, splashing and diving for pool toys. This was with about a million other children. This kind of travel isn't my preference, but I can see that all the families were having a great time. The staff did a wonderful job keeping up with all the food orders and trash around the pool. The two improvements could be to have a stock of poolside towels. On two days, we waited nearly 3 hours to get towels. The second suggestion is to prohibit smoking at the poolside or have a smoking designated area. Overall, it was another great stay. Thanks!

Stayed July 2013, traveled with family
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Wild Horse Pass Resort & Spa, responded to this review, July 19, 2013
Dear Guest,

Thank you for your loyalty to our resort. We are honored to have hosted your stay for a third time. We hope that you will make many more family memories with us in the years to come.

Thank you for sharing details with your fellow travelers about our various amenities and summer offerings for families. Our Sheraton Adventure team does a tremendous job keeping the pool area lively and filled with fun activities. It is wonderful to hear that your niece enjoyed our pool and slide.

We absolutely hear your feedback regarding availability and frequency of pool towels. This is an area we are presently working on. Thank you for bringing it to our attention.

We hope to host you again soon.

Until then, we wish you safe and enjoyable travels.

Sincerely,
PR Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Scotland, UK
Top Contributor
64 reviews 64 reviews
32 hotel reviews
Reviews in 29 cities Reviews in 29 cities
43 helpful votes 43 helpful votes
4 of 5 stars Reviewed July 11, 2013

We all love the calm, relaxed atmosphere at The Sheraton Wild Horse Pass Resort and this was our 8th visit back here. The staff were as attentive as ever. There is now a resort fee charged at the hotel which includes WiFi and access to leisure facilities. The restaurant - Koisin - offers a "take out" option for breakfast which although not advertised widely - is a great benefit. The resort was busy on 5th July when we arrived but became more and more quiet as the days progressed. July is a quiet time possibly due to the high temperatures (40C +). We visited the Spa and it was as good as ever. We also visited the casino and the new outlet mall - both have a shuttle bus provided by the hotel. We also hired a car from Hertz within the hotel and visited Chandler Mall - Cheescake Factory, Firebirds and shopping. Can't wait to go back.

  • Stayed July 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Wild Horse Pass Resort & Spa, responded to this review, July 19, 2013
Dear Guest,

Thank you for your kind words. We are honored to have hosted you as our guests on so many occasions. I am happy to hear that your most recent experience was well enjoyed. It sounds as though you had a very relaxing and memorable time.

We cannot wait to see you again.

Sincerely,
PR Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bakersfield, California
Top Contributor
68 reviews 68 reviews
14 hotel reviews
Reviews in 20 cities Reviews in 20 cities
32 helpful votes 32 helpful votes
4 of 5 stars Reviewed July 10, 2013

I am a regular at this resort, but I have never been here on a holiday weekend.
Probably will not try that again. Because of this, the resort was overrun with people and the Pool was packed.I could not get a chaise lounge they were completely understaffed at the bar and grill poolside. You could see the staff was completely overwhelmed. Food was coming out of the kitchen and no one knew where it belonged. My burger was good, but a piece of lettuce had mold on it. I showed the waiter, who apologized and comped the burger.

  • Stayed July 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Wild Horse Pass Resort & Spa, responded to this review, July 19, 2013
Dear Guest,

First and foremost, thank you for being a repeat visitor to Sheraton Wild Horse Pass Resort & Spa. Winning the loyalty of a guest is a high achievement and we are honored to have earned yours.

A holiday weekend is certainly a busy time at the resort, but when managed correctly, it should not have a negative impact on ones stay. Our associates work hard to ensure our guest’s expectations are exceeded (no matter how busy or slow our business levels may be) and we are disappointed that your experience was below par. We understand that our sentiment alone does not rectify the problem, and for this, we are truly sorry.

Thank you for providing a review. We value our guest’s feedback and appreciate that you have taken the time to share yours.

Please come back and see us again. We would love the opportunity to welcome you back as our guest.

Sincerely,
PR Director
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Phoenix Arizona
Top Contributor
78 reviews 78 reviews
18 hotel reviews
Reviews in 24 cities Reviews in 24 cities
48 helpful votes 48 helpful votes
4 of 5 stars Reviewed July 9, 2013

It's been a few years since we've gone (and reviewed this property) so here is my latest opinion.

What they do best:
The rooms are excellent- large, with some of the most comfortable beds offered in any hotels.

The decor throughout the property is beautiful, serene, and in tune with the nature that surrounds it. I also LOVE the Native American music that plays in the public spaces.

The pools are so nice and the water slide is soooo fun! It's fast and the lines were never long, even on July 4th.

The boat ride is not to be missed, even if you're just doing a round trip for fun.

They give out free water in the lobby, just head over to the concierge. Instead of forcing you to buy it. NIce touch.

Ko 'Sin Restaurant. We ate there 4 times- twice for breakfast and twice for dinner and it was wonderful each time.
FOOD I HIGHLY RECOMMEND- For dinner- The salmon, the filet minon, and believe it or not, the adult mac and cheese. Their free starter- the hummas and lavosh is also excellent.
For Breakfast- there is a very economical buffet- (it's not offered all the time so check) for only $14.95 adults and I think $7 for kids. You can make a complete bagel and lox (yum!) they have wonderful sausage gravy and fluffy delicious biscuits, and their pancakes are also quite good. They also have the usual stuff as well.


What they can work on:

We were shocked that we went to the pool on July 5th and found no towels available for the first 45 minutes we were there. We got there at 9:30am along with a few dozen other people. The one attendent that was there was in no hurry to put them out and took an additional 20 minutes after I asked for towels to bring any. When they finally did there was a stampead of people rushing over to get some before they ran out.

The pool service in general is not great. I think in the three days we went to the pool an attendent came by exactly once to give us some water. And it was over the 4th of July so while yes it was busy we just barely saw anyone working .
We went to the poolside restaurant for lunch and service there was slow as well. However the food is pretty good. The BLT is very tasty (just tell them to take it easy on the butter, the soak the texas toast in it).

Also, there was supposed to be family activities- like a cannonball contest at noon and duck races at 1pm and we heard no announcement and saw no cannonball contest and we had to search for someone to ask about the duck races. They said they changed it, and ten minutes after it was supposed to start we finally gave up and walked away.


I'm nitpicking, but really the resort and the staff is wonderful. I highly recommend Wild Horse.

  • Stayed July 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Manager at Sheraton Wild Horse Pass Resort & Spa, responded to this review, July 19, 2013
Dear Guest,

Whether you feel it is nitpicking or not, we highly value the voice of our guests and always appreciate to hear everything you have to say. It is very nice to see your appreciation for the details in our décor and the amenities we offer.

I will also look forward to passing on the kind comments about the food in the restaurants to our Restaurant Chef. As far as your pool experience, we are sorry to hear about the service you received. It is not customary to break from our high expectations and give anyone the impression we are understaffed.

I hope you and your family will get the opportunity to stay with us again soon and participate in our family activities. They are always a lot of fun and any of our staff should be able to assist you with locating our Adventure Club team.

Thank you again for taking the time to share your experience.

Sincerely,
Director of Restaurants & Bars
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1 review
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed July 7, 2013

I brought my wife and 5 year old daughter here for a weekend getaway over 4th of July weekend. Overall, it was a decent stay, but definitely not worth the money. The first issue was the amount of money we were out over the weekend because, on top of the room price and resort fees, they hold over $100 on your account as a security deposit, so I'm out almost $400 or so over this weekend and I'm sure it's going to be quite a few business days before I see the money post back to my account. The room had a strange smell, almost like a cat piss scent, inside the entry way. We found a 2" dead roach on one of the beds the first night and another large dead roach in the middle of the floor as we were packing up to leave. Hopefully none made it into our luggage. The pool and waterslide were awesome, but in desperate need of a good shocking. The water was overly cloudy and a bit gritty. The last point I wanted to touch on is the lack of noise reduction in the rooms. Multiple times each night, you can hear loud, drunken people stumbling down the hall to their room as if your door was opened. The worst part was last night around 1am, my wife and 5 year old daughter were awakened by the sound of loud moaning and yelling, slapping sounds, and the neighbor's headboard pounding the wall for about 10 minutes, it literally sounded like there was only a sheet between the rooms. Yet again, this morning, we awoke to the sounds of porno screaming and slapping and headboard banging... At 7am. A few knocks on the wall and they settled down a bit, but it's definitely weird trying to explain what's going on to a 5 year old. Overall, my daughter had fun swimming and using the water slide, but I definitely don't feel like we got our money's worth this weekend. Next time, we'll be trying a different hotel/resort.

  • Stayed June 2013
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Wild Horse Pass Resort & Spa, responded to this review, July 25, 2013
Dear Guest,

Thank you for offering your valuable input regarding your stay at Sheraton Wild Horse Pass Resort & Spa. We appreciate hearing our guest’s feedback and are thankful that you have shared yours.

We know that you come to our resort to relax and enjoy a carefree time and we are sorry to hear that we fell short of delivering that experience for you. After reading your review, it is evident that we failed to meet your expectations in several areas during your stay.

Resort cleanliness is of upmost importance to us and we regret to learn that we fell below our standards during your stay. I too would be disappointed with the issues you encountered and can only imagine how frustrated you must have been.

I understand that our sentiment alone does not do anything to alleviate the frustration you felt. On behalf of myself and the entire Sheraton Wild Horse Pass Resort & Spa team, I most humbly apologize. Please feel free to reach out to me at anytime should you wish to further discuss the details of your stay. We would love the opportunity to make things right.

Sincerely,
PR Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Wild Horse Pass Resort & Spa

Address: 5594 West Wild Horse Pass Boulevard, Gila River Indian Community, Chandler, AZ 85226
Phone Number:
Location: United States > Arizona > Central Arizona > Chandler
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Romantic Hotel in Chandler
#6 Business Hotel in Chandler
#8 Family Hotel in Chandler
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Sheraton Wild Horse Pass Resort & Spa 4*
Number of rooms: 500
Official Description (provided by the hotel):
The Sheraton Wild Horse Pass Resort & Spa is located in the Sonoran Desert on an expanse of rugged Arizona landscape where the ancient vistas, mountains, and roaming wild horses remain untouched. ... more   less 
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Also Known As:
Sheraton Wild Horse Pass Hotel Chandler
Sheraton Chandler
Chandler Sheraton
Sheraton Wild Horse Pass Resort And Spa

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