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“Customer Courtesy Sorely Lacking” 2 of 5 stars
Review of Twin Arrows Navajo Casino Resort

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Twin Arrows Navajo Casino Resort
4.0 of 5 Resort   |   22181 Resort Blvd, Exit 219, I-40, Flagstaff, AZ 86004   |  
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Hotel website
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Hotel amenities
Ranked #7 of 65 Hotels in Flagstaff
Amarillo
Top Contributor
80 reviews 80 reviews
51 hotel reviews
Reviews in 45 cities Reviews in 45 cities
68 helpful votes 68 helpful votes
“Customer Courtesy Sorely Lacking”
2 of 5 stars Reviewed August 4, 2014

This is a newer property with nice rooms and clean, inviting public areas. The problem is with some of the staff. The housekeeping, security and food service staff were pleasant to deal with and seemed eager to please. On the other hand, the hotel desk, and players club employees need to be taught some basic customer service principals. I don't want to say that all of the employees in these departments are rude and seem to hate their jobs, but the ones that my wife and I encountered did fit into that mold. A simple smile goes a long way when engaging a customer. Previous reviewers mention this same problem. Hotel rooms have shutters rather than room darkening curtains on the windows so if you plan to sleep in, forget it. Don't know if we will be a repeat customer.

Room Tip: The view out of our window was of 2 job construction trailers. Ask for an upper floor.
See more room tips
  • Stayed July 2014, traveled as a couple
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Service

Review collected in partnership with La Quinta

Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TwinArrowsAZ, Public Relations Manager at Twin Arrows Navajo Casino Resort, responded to this review, August 7, 2014
We really appreciate you taking the time to share your experience, plusses and minus and have shared those with our executive team. We apologize that you had some interaction with our team that were less than desirable.

We welcome you back to show how we have improved and wish you safe travels,
Heather
PR for Twin Arrows
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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243 reviews from our community

Traveler rating
    133
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    21
    10
    19
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (71)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Any
English first
Phoenix, Arizona
Contributor
13 reviews 13 reviews
4 hotel reviews
Reviews in 8 cities Reviews in 8 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed August 1, 2014

Love, love, love Twin Arrows!!! My husband and I enjoyed our visit so much last year that we decided to return for a weekend of fun and relaxation. Polite and friendly front desk reps made checking in swift and easy. The newly built rooms facing the San Francisco Peaks were clean and tidy. Reserve a room on the top floor where you have ultimate peace and quiet. Keurig coffee, ice cold fridge, luxury bed linens, thick cotton towels and a shower built for two made our visit very comfortable. Slept in because we never wanted to get out of that comfortable King size bed. We dined in all of the restaurants. Delicious and more delicious!!! The pool was sparkling clean and inviting. It helps that we won playing roulette, our favorite game. Note: Please be polite toward the Twin Arrows hard working staff. Remember that you are a guest in their community and it is important that their culture be respected. Bring good karma and you will leave with good karma. Can't wait to return. Thank you for your hospitality, Twin Arrows. We'll be back!!!

Room Tip: We liked the top floor for privacy. It had nice views and was very quiet.
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  • Stayed July 2014, traveled as a couple
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TwinArrowsAZ, Public Relations Manager at Twin Arrows Navajo Casino Resort, responded to this review, August 7, 2014
Thank you very much for your kind words and welcome stay. Your positive comments have been shared with the entire team.
Thank you for your thoughtfulness and support.

We eagerly await your next visit,
Heather
PR for Twin Arrows
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Scottsdale, Arizona
Top Contributor
71 reviews 71 reviews
17 hotel reviews
Reviews in 30 cities Reviews in 30 cities
26 helpful votes 26 helpful votes
4 of 5 stars Reviewed July 31, 2014

Well designed ADA room that didn't feel like a 2nd class room. Large room with beautiful bathroom that was perfect for my needs.... Very good price!

Only complaint was that both, upon check-in and check-out the two different front desk staff needs to be more engaged and actually look at you when you talk with them.

  • Stayed July 2014, traveled as a couple
    • 3 of 5 stars Location
    • 5 of 5 stars Cleanliness
    • 3 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.
Sequim, Washington
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed July 31, 2014

The hotel is very beautiful and clean. We checked in late and left early, so we didn't have time to enjoy the food or play in the casino, but did notice prices seemed very reasonable, but can't comment much more on those two things. I will definitely stay again if I find myself near Flagstaff. Accommodations were a great value!

  • Stayed July 2014
    • 3 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TwinArrowsAZ, Public Relations Manager at Twin Arrows Navajo Casino Resort, responded to this review, August 7, 2014
Thank you very much for this review. Your positive comments have been shared with our appreciative team.

Thank you, we look forward to your next visit,
Heather
PR for Twin Arrows
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Gilbert, Arizona
1 review
6 helpful votes 6 helpful votes
2 of 5 stars Reviewed July 30, 2014

This hotel charged another guests hotel room to my credit card. The hotel management was not helpful in resolving this. They never returned promised phone calls and have no online customer service. Eventually had to dispute this with my bank and change my credit card number.

  • Stayed July 2014, traveled with friends
    • 3 of 5 stars Location
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TwinArrowsAZ, Public Relations Manager at Twin Arrows Navajo Casino Resort, responded to this review, August 7, 2014
Thank you for reaching out. This is of tremendous concern to our executive team. Please reach out with your contact information so this can be resolved at TwinArrowsPR@Gmail.com. Our guest's safety and security is our primary concern.

Thank you,
Heather
PR for Twin Arrows
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
jacksonville
1 review
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed July 29, 2014 via mobile

worst hotel we have ever been to. we were supposed to have joining rooms that we booked five months ago and they completely ignored that request and didn't bother to tell us. the service was rude and terrible and no one had any clue what was going on and the communication was horrible. plus the rooms were not that great and the cleanliness of the place was awful.

  • Stayed July 2014
    • 3 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TwinArrowsAZ, Public Relations Manager at Twin Arrows Navajo Casino Resort, responded to this review, August 7, 2014
We sincerely apologize for your experience. While we understand there are always things our team can improve upon, the hotel is incredibly clean and new and our GM would like to know more about your situation. Please reach out to TwinArrowsPR@Gmail.com so we can learn more.

Thank you and safe travels,
Heather
PR for Twin Arrows
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Flagstaff, Arizona
1 review
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed July 27, 2014

We stayed for two nights. We signed up for the players club and deeply regret it. They falsely advertise promotions and giveaways and I feel cheated by their system and the way they do things. The employees are very unknowledgeable and not kept up to date. We were told there was to be live entertainment and were directed to the event center where there was not a soul in sight. I am not sure how they are still in business. It must be because they are after money and not worried about customer satisfaction. I do not recommend anyone staying here unless they are up to throwing their money away.

Stayed July 2014, traveled as a couple
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TwinArrowsAZ, Public Relations Manager at Twin Arrows Navajo Casino Resort, responded to this review, August 7, 2014
Thank you for reaching out, we apologize for your experience as our guests. Our Flagstaff neighbor's support is extremely important to us and we appreciate you letting us know how we can improve.

We hope you enjoy the rest of your summer,
Heather
PR for Twin Arrows
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 Twin Arrows Navajo Casino Resort

Address: 22181 Resort Blvd, Exit 219, I-40, Flagstaff, AZ 86004
Phone Number:
Location: United States > Arizona > Flagstaff
Amenities:
Bar / Lounge Casino and Gambling Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #7 of 65 Hotels in Flagstaff
Price Range (Based on Average Rates): $
Hotel Class:4 star — Twin Arrows Navajo Casino Resort 4*
Number of rooms: 200
Official Description (provided by the hotel):
Twin Arrows Navajo Casino Resort is northern Arizona's premiere destination casino resort. Located just east of historical rich Flagstaff, Arizona, with the majestic San Francisco Peaks serving as it's western backdrop, Twin Arrows is the centerpiece of the Navajo Nations Gaming Enterprise properties. Here, art and architecture have combined to both embody and showcase the rich history of the Navajo people while providing an unparalleled casino resort experience. First and foremost, Twin Arrows will provide the very latest in games and gaming technology, often debuting new slot games before they're released to other casino properties in the state. Simply put there's no better gaming experience to be had in northern Arizona. Complementing the Twin Arrows' gaming experience will be luxury resort amenities, including luxury guest rooms, gourmet dining, culturally infused casual dining, a fitness center, heated indoor pool and more than 10,000 sq. feet of state-of-the-art meeting space. ... more   less 
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