Just spent three nights at the Sheraton Wild Horse Pass over Columbus Day weekend for a family get-together.
Overall, I would describe the service at this hotel as spotty.
On the dark side: Food service at the hotel is terrible. The main restaurants were closed on Sunday and Monday. On Sunday night at 7 PM, we had no luck with getting dinner reservation assistance as there was no one at the concierge desk. We had some unpleasant room service experiences as well. We did, however, have EXCELLENT service from Dave at the lobby bar. He took care of us and kept us laughing the entire time we were in his company.
On the bright side: AJI SPA. The ladies in our group had spa services, which were excellent. We thoroughly enjoyed the spa pool and the facilities, though the pool was in need of some bug removal attention. Note to SPG platinum members: you don't have to pay the daily spa charge to use the facilities. The staff at the spa was VERY nice, though there were several hiccups in food and beverage service during our visits. The spa shop is not well stocked.
While off the beaten path, this resort could have potential, especially if Starwood sinks some money into staff training and getting rid of the bugs around the pool area (likely caused by the man-made river around the resort). The good news is that the general manager is the former general manager of the Phoenician in Scottsdale, so there is someone at the top who knows the Starwood service business.
There is room for improvement at Wild Horse Pass.










