I have stayed at the Legacy a number of times as a local elite owner. This was the worst experience ever at any Shell property.
To begin, I arrived early with the intention of hanging out at the spa until the room was ready. Four hours later I was still waiting. Never has this happened before. Usually within an hour or so the room is ready. It was just about 4 p.m. when I was checked in. So what is the advantage of being an elite owner???
Unfortunately, the spa was not functioning as it should----again! On one of my previous trips, when the front desk was trying to skirt around the issue of the malfunctioning spa, I quickly pointed out that this is Phoenix--pool shops are on every corner--repair it! Really, with the fees and costs associated with being an elite owner, the expectation is that the property is operating as it should be. Any guest would have the same expectation!
The night before I was due to check out, I called the Shell Elite number to arrange for another night. Done. I mentioned that, if possible, I would like to remain in the room I was in. Later that evening the front desk called to confirm. The following morning I went to the front desk to double check. The left hand didn't know what the right hand was doing.
I was not able to remain in my room, I packed up and checked out, and then waited until 4 p.m. to check in to the next room. Ludicrous! The front desk knew the night before that I was on the property, wanting to spend an additional night, and I was not checked in until 4 p.m.??? And, at check in I was asked to return the keys when I checked out of the first room. Again, the left hand didn't know what the right hand was doing, because I had already checked out and given them the keys to the first room!
During all of this, four of the six keys which the front desk gave to me did not work. And, as I pointed out to one clerk, I had just walked from the front desk directly to the spa, no cell phone or credit cards anywhere near the key, and the key did not work. (I did not want to hear, again, about keeping the key away from cell phones and credit cards....) Either they need new key equipment or they need to learn to use the equipment!
The shower of the second room had soap scum on two of the walls. Lots of soap scum, which I thought was part of the design. Unheard of. Typically, these rooms are spotless.
And, not only did I not receive the elite snacks and drinks when I checked into the second room, there was no newspaper the next morning, there were no sugar, salt or pepper packets--just an empty bowl next to the coffee. But, maybe those rooms only come with empty bowls, not salt, pepper and sugar packets?
Then there was the "owner's upgrade" experience. Too long to go into, but the concierge and the folks upstairs need to communicate. According to the concierge, "We (Shell) now talk to everybody," which meant that all of those qualifying questions were defunct. So, the concierge drew big X's through all of those questions, I made the appointment and went, alone.
Mistake. And waited while the mistake was deliberated and "resolved?" Bottom line, you cannot attend an update unless all parties on your contract are present.
Ridiculous. Every owner should be able to attend an update, especially now that Wyndham has purchased Shell.
Worst Legacy and Elite experience ever.
- Official Description (provided by the hotel):
- The Legacy Resort is an oasis of green at the base of Phoenix’s scenic and well known South Mountain. Featuring spacious suites decorated in Spanish mission-style with rich wood cabinetry and earth-toned fabrics and a full kitchen or kitchenette. An on-site 18-hole championship golf course that was named a top 10 Golf Courses to play in Phoenix by Golf Digest. Also a sparkling pool and a deluxe health club, coupled with an endless variety of recreational activities amidst an inviting resort community. Make The Legacy Golf Resort your destination for a romantic getaway, family vacation, reunion or golf outing. We are ready to help you create your legacy. ... more less
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- Also Known As:
- Legacy Golf Hotel Phoenix
- Legacy Resort Phoenix
- Legacy Hotel Phoenix