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“Good views & pools,Bad Service & Housekeeping” 2 of 5 stars
Review of Pointe Hilton Tapatio Cliffs Resort

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Pointe Hilton Tapatio Cliffs Resort
4.0 of 5 Resort   |   11111 North 7th Street, Phoenix, AZ 85020   |  
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Ranked #78 of 174 Hotels in Phoenix
Michigan
1 review
2 helpful votes 2 helpful votes
“Good views & pools,Bad Service & Housekeeping”
2 of 5 stars Reviewed March 7, 2013

March 2013- Beware there is a $75/night charge held against your credit card at the time of check in. It does not matter if you prepaid in advance. We stayed 5 nights and they charged $375 dollars to our card. Which will be credited back after check out (less a $18/night resort fee). Housekeeping is Horrible. Sheets are only changed every other day. Even if they have stains- they are kept on the bed. Room service trays can stay in front of doors all day. We had a dirty glass in front of our room at check in and it remainded there until we moved it! 2 days later. After finding out that the bed was just smoothed out and remade with inspection or changing the sheets, we stripped the beds and found 3 of the 4 top sheets had stains. 1 had mold stains, another had a brown crusty stain, and the last had some kind of dried wet spot. We talked to the manager on duty who apologied, but we actually had to call back and request clean sheets be delivered to the room. Rooms were not vacuumed, which was evident by the dirty room service napkin left in living room (from night before). Roads and walk aways are VERY steep. This would be a difficult place for someone with mobility problems.
We actually saw one guest pushing her husband in his mobility scooter up the hill. The hotel does have shuttle service around the resort. Beautiful mountain views and lots of pools (like about 8!) Poor service recovery with issues. For the price, stay somewhere else!

  • Stayed March 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RonSimon, General Manager at Pointe Hilton Tapatio Cliffs Resort, responded to this review, March 19, 2013
We apologize that the resort did not meet your expectations and particularly for your experience with the lack of housekeeping. With regard to your credit card, it is standard practice for a hotel to authorize a credit card hold for the potential use of items other than your room and tax. In an effort to conserve water, Hilton initiated a “conserve to preserve” program whereby bed sheets are laundered every third day and again after check out. If requested, however, we will be happy to change your linen sooner. We hope you will reconsider staying with us again to give us the opportunity to create a more pleasant experience for you.
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1,576 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (285)
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English first
Columbus, Ohio
1 review
2 of 5 stars Reviewed March 6, 2013

Just stayed here for a second time while on business. Staff is friendly and the place is kept clean and there are many wonderful views of the area due to location in the cliffs. BUT, room service is a joke. One night it took 45 minutes for delivery and the second night it was 1 hr and 15 minutes. Air conditioning didn't work in my first room and had to be moved to another. Spoke with two different women at their concierge desk and both were clueless. Wouldn't shut their mouths long enough to listen to what I was asking them for help about. Both times, the bellman had to answer my questions because the concierge couldn't. They also tried to bill me for a meal on my account that was wrong but fortunately they removed the charge. And this very large hotel has only one restaurant where you can eat dinner. This is not acceptable to me for a "resort" that claims to be 4 star. I would not stay here again. Too many better options in Phoenix.

  • Stayed March 2013, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RonSimon, General Manager at Pointe Hilton Tapatio Cliffs Resort, responded to this review, March 7, 2013
Thank you for sharing your feedback with us. I am sorry for the long wait for room service. When our occupancy is at capacity and due to the topography of the resort, it can take longer than normal times to receive room service. I do apologize for the inconvenience that caused. It is disappointing to hear that you were not aware of our restaurant options. One of our restaurants is open for all three meal periods, another is our poolside restaurant which is open for lunch and early dinner, and our upscale restaurant is available for dinner. We do value your business and I hope you will reconsider staying with us again in the future.
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Wallingford, Pennsylvania
Senior Contributor
29 reviews 29 reviews
13 hotel reviews
Reviews in 20 cities Reviews in 20 cities
18 helpful votes 18 helpful votes
3 of 5 stars Reviewed March 5, 2013

The Tapatio is an older resort and it shows. The suite was nice enough, clean, good bedding. The fan in the bathroom didn't work, so it was a bit humid after showers.It appears that very few suites actually have a "view". Also, as in all resorts, everything (including the internet in the room) was an extra charge. There were a LOT of people working in the lobby so they didn't have to pay the internet charge (I was there for a conference). There was a workout room that was clean and well -lit but should have had more machines for such a big resort.
That being said, the staff was helpful and pleasant. We only went to one of the restaurants (Point of View) and it was fabulous. We went several times. Great service and food.

  • Stayed February 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 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.
RonSimon, General Manager at Pointe Hilton Tapatio Cliffs Resort, responded to this review, March 7, 2013
Thank you for your review. We appreciate your compliments about the suite, food and service. It’s wonderful to hear that you enjoyed your visit and we hope to have the opportunity to serve you again.
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Cape Cod Ma
Senior Reviewer
10 reviews 10 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed March 3, 2013

Just returned from a lovely week at the Point Hilton with a group of friends. We had a wonderful stay. The staff could not have been more accommodating and always willing to help. A few minor problems with a couple of rooms, but they were fixed immediately with one phone call. The free shuttle service provided by resort is a wonderful perk for those who have problems with walking, as this hotel is built on the side of a hill. The pool areas were always clean and plenty of towels available. The Pointe in Thyme Restaurant was very nice. They served a great breakfast. A Different Point of View Restaurant at the top of the hill was exceptional, from the food to the wonderful ambience of the fire pit and view. Staff was attentive and the meal was superb.
On the negative, the $18.00 resort fee that I paid every day was a waste as I only used the Internet, and could not take advantage of the rest of the services. There were also a lot of business guests and conferences at the resort the week that we were there and I did not appreciate that some of the pool areas and public areas of the resort were closed to guests because of conferences.
All in all this is a beautiful resort with exceptional staff and service and as a Travel Agent I will certainly recommend it to my Clients traveling to Phoenix!

Room Tip: Hidden Vally Suites, great views
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  • Stayed February 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RonSimon, General Manager at Pointe Hilton Tapatio Cliffs Resort, responded to this review, March 5, 2013
Thank you for choosing to stay with us and for your many compliments. We hope to have the opportunity to serve you again the next time your travels bring you to Phoenix.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Europe
Senior Contributor
44 reviews 44 reviews
30 hotel reviews
Reviews in 33 cities Reviews in 33 cities
37 helpful votes 37 helpful votes
4 of 5 stars Reviewed March 3, 2013

Stayed there for a corporate meeting for 2 days, absolutely super, helpful and friendly staff.
Hotel is carved into the mountain and spread uphill, difficult to get your bearing at start of the stay. Rooms are comfortable ( I had a suite ). Bar is a nice walk down towards the golf course, again great staff, food quality is average, not bad at all.
Outstanding is the adjacent golf course, again great staff, perfectly manicured greens ( garage floor speed ) and challenging tee boxes ( you need to be able to drive at least 220 yards carry to get to some greens ). Food quality at hole No. 9 is between mediocre and unedible.

Room Tip: Uphill offers stunning views but longer walk to the lobby
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  • Stayed February 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 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.
RonSimon, General Manager at Pointe Hilton Tapatio Cliffs Resort, responded to this review, March 5, 2013
Thank you for your feedback. It’s good to read that you enjoyed your stay and we hope to serve you again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Eden Prairie, Minnesota
Senior Contributor
27 reviews 27 reviews
14 hotel reviews
Reviews in 13 cities Reviews in 13 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed March 2, 2013

We stayed at this facility for 11 days. The hotel is built into the side of a hill so alot of the rooms are up an incline. We like to walk for exercise but the grounds are not easy to get around on because of the hills. Your car is parked at an incline also so difficult to get in and out of because doors keep closing on you. Where the main lobby is located there are some rooms that you wouldn't have to deal with the hill issue. The best feature of the hotel is the restaurant at the top of the resort. You have a beautiful place to watch the sunset and then the lights come on over the valley. Expensive restaurant but a very fine dining experience. The rooms are average...need to be updated. Furniture a little worn, dated, etc. Bed was comfortable and bedding nice. The general grounds and building maintenance needs alot of work. Wooden walkways, railings etc. , some pool areas in bad condition. The biggest pool area with the falls is in great condition. The smaller pools are neglected. Also the exercise equipment is in bad shape. The treadmills are in need of new belts and some missing tvs etc. They need to upgrade this area. We had an ok trip but I wouldn't stay at this facility again. Surprised Hilton doesn't take better care of this hotel.

Room Tip: Stay near the main lobby entrance building off the cliffs where the rooms don't have the hill to...
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  • Stayed February 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 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.
RonSimon, General Manager at Pointe Hilton Tapatio Cliffs Resort, responded to this review, March 5, 2013
Thank you choosing to stay with us for your extended visit. I appreciate your compliments and have shared your concerns with the respective managers. It’s wonderful to read that you had an opportunity to dine at our 4-Diamond Different Pointe of View restaurant. We are very proud that it was recently named one of the most romantic restaurants in the United States. I hope you will reconsider staying with us again in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Colorado
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed February 28, 2013

The pictures looked wonderful, and the fact it was a Hilton resort helped make my decision to book a room for a quick work/relaxation visit to Phoenix. Upon arrival, I was first struck by the vastness of the resort. This place is huge! When I checked in, I was greeted with the typical Hilton hospitality. It was once I got to the room that I began to second guess my choice. The front door was difficult to open as it was quite seriously misaligned and in need of maintenance. The room was spacious, but as with the front door, was very dated and "worn". The furniture had threads hanging from the seams; the bathroom door stuck just as the front door, and the door casing was poorly repaired and looked horrible. The plumbing fixtures were badly worn and looked dirty. The mini-bar doors were literally falling off the cabinet and the room had a faint musty smell. We ordered room service the first night, and the food and service were everything we've come to expect from Hilton -- simply wonderful. Overall, our stay was enjoyable, but I would likely not return to this hotel unless some serious renovations were made. There are so many other beautiful resorts to choose from in Phoenix.

Room Tip: We had a room overlooking the falls and pool. Parking was limited at the building, but lots of park...
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  • Stayed February 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RonSimon, General Manager at Pointe Hilton Tapatio Cliffs Resort, responded to this review, March 5, 2013
We greatly appreciate you taking the time to provide your review. We will take your comments and feedback into consideration and use it to help us improve our guest experiences in the future. We are disappointed that your experience die not meet your expectations and hope that you will consider staying with us again.
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 Pointe Hilton Tapatio Cliffs Resort

Address: 11111 North 7th Street, Phoenix, AZ 85020
Phone Number:
Location: United States > Arizona > Central Arizona > Phoenix
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Top resorts Hotel in Phoenix
#11 Spa Hotel in Phoenix
#11 Luxury Hotel in Phoenix
#53 Business Hotel in Phoenix
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Pointe Hilton Tapatio Cliffs Resort 4*
Number of rooms: 584
Official Description (provided by the hotel):
After an elaborate $25 million dollar renovation the Pointe Hilton Tapatio Cliffs Resort has received the distinctive AAA Four-Diamond Award and guests can expect an experience made special through quality accommodations and superior service. Whether visiting for business or pleasure, you will enjoy all-suite accommodations; complimentary access to our expansive water feature; unique dining experiences; championship golf; relaxing spa and salon services; an array of shopping options. ... more   less 
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Also Known As:
Pointe Hilton Tapatio Cliffs Hotel Phoenix
Hilton Hotel Phoenix
Hilton Phoenix
Phoenix Hilton

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