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“Beautiful resort -little pricey for what you get...”

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Sheraton Grand at Wild Horse Pass
Ranked #6 of 32 Hotels in Chandler
Certificate of Excellence
Radford, Virginia
Level Contributor
54 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
“Beautiful resort -little pricey for what you get...”
4 of 5 bubbles Reviewed September 30, 2013 via mobile

My husband and I stayed here for a user conference I was attending. Luckily, this was not on my dime but I still have a few words of caution. First of all, there is a fee for wireless in your room. The conference sponsor comp'd that fee and it's a good thing. We could not get any decent signal and our phone and device batteries kept dying looking constantly for signal. Secondly and very important tip... The hotel offers a "green" option where you hang a tag on your door if you wish to forego cleaning and linen service. Though the tag says you will receive a $5 voucher OR points for each day you decline service - be warned...the hotel will automatically put you in as a green option for EVERY REMAINING DAY of your stay. This is NOT a day to day option as the tag implies. I made a complaint and was promptly awarded some extra points and a couple of complimentary drinks (many thanks to the sweet desk attendant who had to endure my complaints) so this is not a complaint, just a word of caution for future guests. You will also be charged a $4 housekeeping service gratuity daily so if you are green look out for this because being green doesn't eliminate that gratuity from your overall bill, which will be large. There is also a bell staff gratuity so if you are self service ask to have that removed as well because it's a little steep at $12.

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kelli G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Front Office Manager at Sheraton Grand at Wild Horse Pass, responded to this review, October 11, 2013
Dear Guest,

We are glad that you and your husband were able to join us with your conference and also apologetic for any confusion during your stay. As a four-star resort we do our best to meet all of our guests’ needs. We regret to hear that we were not able to meet yours. I am more than appreciative for the feedback as we are constantly looking for ways to improve. I would also like to note that we are currently implementing procedures to eliminate any confusion in regards to our ‘Make A Green Choice’ program. As far as the automatic gratuities that were applied to your bill those would have been negotiated through your conference coordinator and are not typical for guests staying outside of a conference. Perhaps you would be open to the idea of staying at our resort in the future to enjoy our property outside of business as well as note all of the improvements we have made since your departure. Again, thank you for your feedback and we hope you will extend us another opportunity to be your home away from home.

Sincerely,

Resort Management
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1,477 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (358)
Date | Rating
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English first
Eugene
Level Contributor
129 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
4 of 5 bubbles Reviewed September 27, 2013

While at a convention on property I also brought the family (grandkids) for a get-away in the desert. Second time at the property. The pools are wonderful, relaxation under the stars until 11 pm, and the water slide great for the kids. Nature trails, a boat to the casino and the Wild West Rawhide Town, which was a very fun evening for kids. Our suite was very spacious and perfect for 5 people comfortably, lovely space division. (but no microwave) Entry area and use of Native American theme was lovely and relaxing great use of natural materials in the common areas and trails. Only tiny complaint was original cleanliness in the room, but the desert sands blow, so the patios and doors just needed sweeping and wiping, and staff was very gracious to respond.

Conference spaces were lovely, and family all said "wonderfully relaxing". Also close by if you have rental car, are shopping malls, McDonalds for kids, etc and my husband and daughter LOVED the Bondarant Racing Track where they raced go-carts (0-100 mph in 6 sec) one evening just minutes away from the property, and stables on site for horseback riding.

Room Tip: If you have kids who like to swim,as for a room on main floor on side facing pool which allows for...
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  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sal1710
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Grand at Wild Horse Pass, responded to this review, October 11, 2013
Dear Guest,

Thank you very much for taking the time to share details from your recent stay with us. It is always great to hear from a return guest and especially to hear that they brought loved ones and made the most of their time on property. Thank you for pointing out our need to pay special attention to our outdoor patios. I have passed your information along to the appropriate department heads. It is wonderful to hear that you enjoyed the conference and our event spaces. We hope to see you again next year. Thank you for your review.

Sincerely,

Resort Management
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Redlands, California
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
1 of 5 bubbles Reviewed September 24, 2013

I get Deluxe King for one night the bed wasn't that clean the room was very bad for the prices I pad i expected better room with excellent service when i pay around 600 for one night .
until write the review there send me another copy of my receipt with extra charge for thing i never did

  • Stayed September 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank ahashki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Grand at Wild Horse Pass, responded to this review, October 3, 2013
Dear Guest,

We want to thank you for taking the time to provide us with feedback regarding your recent stay. It was extremely disappointing to read about the issues that you had experienced during your time with us. Please accept our sincerest apology, as this is not typical of the level of service that we strive to provide. We will certainly be following up with Housekeeping regarding the cleanliness issue that you have mentioned. In regards to possible billing errors, please contact the hotel directly so that our Accounting department can assist you in finding a quick resolution. Thank you again for your sincere feedback and we look forward to connecting with you.

Sincerely,
Director of Front Office
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Los Angeles
Level Contributor
46 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
2 of 5 bubbles Reviewed September 23, 2013

They have lost their direction. it is a beautiful setting and a beautiful property! However, the Service has gone down hill. It is not kept clean. And be prepared to leave the property for food unless you eat burgers for every meal. This place has the potential to be a fantastic destination resort. It does not seem to even attempt to make that. they are apparently living on the historic reputation. Even the servers in the restaurant wear dirty uniforms. Guacamole from a can? How many corners can you cut?

Room Tip: Ask for Golf Course facing rooms. They are definitely nicer.
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  • Stayed September 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank lancew1219
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Grand at Wild Horse Pass, responded to this review, October 3, 2013
Dear Guest,

Thank you for taking the time to provide your feedback. We take a lot of pride in our service and our culture and it is disappointing to hear we did not meet your expectations. We are continuously striving to ensure all of our guests have an extremely memorable experience for the right reasons. It is our hope that we will get another opportunity to show you we are a fantastic destination resort and the setting matches the service. Thank you again for taking the time to share your feedback, as we take all comments very seriously.

Sincerely,
Director of Restaurants and Bars
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
54 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
4 of 5 bubbles Reviewed September 22, 2013

Love the way this property blends into the landscape. Cool and sophisticated and a testament to the Brand. Free shuttle to local outlets and casino. 25 minutes from PHX. Spa is just next door. Love this place.

Room Tip: Need to join SPG
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  • Stayed September 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JohnLittleJr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Grand at Wild Horse Pass, responded to this review, October 3, 2013
Dear Guest,

Thank you for your positive feedback and kind review. We appreciate that you have taken the time to share your thoughts with us. We are happy to hear you enjoyed the atmosphere and culture of our resort. We are glad our close proximity to several locations met your expectations. We truly value your business and 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.
2 reviews
4 of 5 bubbles Reviewed September 22, 2013 via mobile

We had a really nice stay at this hotel. Ruth, the manager at the pool bar was terrific. The hotel is lavishly themed to the southwest. The only real issue I have is the Internet. $12.95 a day is crazy for how slow it is and the fact that you have to log in every time you open your browser. Loved everything else about the place, I would definitely return.

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ChopChopChopChopChop
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Grand at Wild Horse Pass, responded to this review, October 3, 2013
Dear Guest,

We greatly appreciate you taking the time to provide us with feedback. I apologize for not being able to meet your expectations regarding the internet. Thank you for the kind words regarding Hanyo’s bartender, Ruth. We look forward to you enjoying another stay with us.

Sincerely,
Hanyo Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Phoenix, Arizona
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed September 9, 2013 via mobile

This hotel blew me away ! It's location . It's setting. The service.
I live in the area and had a chance to stay here on Fri night. Luckily my girlfriend screwed up and booked this hotel instead of the Wild Horse Pass Casino Hotel. We are both " Hotel Snobs" and it take a lot to make we react as we did.
The hotel is set way back in from the main I-10 and the overall setting was amazing. The check in was swift and friendly with lots of interaction from the young gentleman.
The room was wonderful. We both walked through the conference rooms as we have been in that line of business before. The conference area is huge but so well decorated with beautiful ascent furniture.
The pools and hot tub were clean.
I was " Wowed" at such a wonderful hotel and service.
We had recently stayed at the Historic Biltmore Hotel in Phoenix. The rooms at the Sheraton far exceed the Biltmore's rooms.

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank mkxpress61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SHeckathorne, Public Relations Manager at Sheraton Grand at Wild Horse Pass, responded to this review, September 20, 2013
Dear Guest,

We are glad to hear that we were able to “Wow” hotel connoisseurs like you. This is never easy for anyone to do. Interacting with our guests is immensely important to us. Thank you for your kind words about our newly renovated rooms. We are glad that your girlfriend accidentally reserved with us and hope that next time it is not by accident.

Sincerely,
Reservations Supervisor
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Grand at Wild Horse Pass

Property: Sheraton Grand at Wild Horse Pass
Address: 5594 W Wildhorse Pass Blvd, Gila River Indian Community, Chandler, AZ 85226-5400 (Formerly Sheraton Wild Horse Pass Resort & Spa)
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 Grand at Wild Horse Pass 4*
Number of rooms: 500
Official Description (provided by the hotel):
The Sheraton Grand at Wild Horse Pass 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 
Reservation Options:
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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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