First of all, we LOVED this resort. My husband decided we needed a little getaway, so we took a night at one of their suites (we didn't need a suite, it was just what was available, they did give it to us for the regular King room price.) The scenery was stunning, the spa luxurious, the food at the restaurant AMAZING (I could have happily eaten just the bread all night long.) This would have been a 5 star stay, but for one thing. Allow me to explain,
When we checked in, we were given the option of adding a meal certificate that would give us $100 of credit at the restaurant for only $60. We bought it. We were also given the option of purchasing a $60 credit for breakfast for $40. We bought it. We were also given options on spa purchases and offered significant discounts if we purchased them while checking in so, hey, we were out to indulge ourselves, so we went for it. His/hers pedicures, a couples massage, and a manicure for me were added to the tab. By the time we finished adding options our stay for one night was over $700 for the complete package. Needless to say, this was a once in a lifetime purchase for us, and we were determined to enjoy ourselves. And we did!
During our stay, everywhere we went (restaurant, spa, etc) we made sure to mention to the people that checked us in that we had bought a package that included whatever item we were enjoying at the time, be it the meal, the spa, whatever...and they all looked in their computers and said basically, "yup there it is."
When we went to check out, however, something interesting happened. My husband went to check out and suddenly our bill was over $1000, not the $700 we were expecting. He asked to see an itemized bill, and the first bill we were given showed $700 for the one night in the room plus all of the charges for the meals the spa visits, etc, added on the top. So my husband tried to explain to the young man at the counter that we had purchased a package that was to have included all of this stuff and that we should have some credits coming at least from the pre-purchases we had from the restaurant. "oh, yes." He said, I can credit you $50 for the restaurant. "No, you dont' understand, we purchased a $100 certificate for $60 and a $60 certficiate for $40, that means you need to credit our account for $160, what we agreed on when we checked in."
"Oh, yes, sir. I understand. I can put a $100 credit on your restaurant bill."
"No, you don't understand, we paid a total of $100 to receive $160 worth of food, and you are only giving us credit for $100."
And so on and so on. It wasn't until my husband basically had to throw a temper tantrum to get an itemized bill of the original $700 charge that showed that we had pre-purchased EVERYTHING that the front desk man finally backed down and allowed us to check out without double paying for every one of the services we received. The whole time, we got the feeling off of him that we were trying to rip him off and we were just trying to show that we had already prepaid for all the services when we checked in and that the front desk in adding up our bill had basically charged us for everything again.
Now, normally I would put this up to just having someone new and inexperienced at the front desk. I am a business owner myself and I understand that happens and I would have just let this go and marked it up to a new person in training.
THEN, however, we were visiting with my brother in law who was the person to recommended this resort to us in the first place. We told him about our wonderful visit and how much we enjoyed it and then proceeded to tell him about our weird experience with the double charges at check in. "You're kidding!" he said. "We had EXACTLY the same thing happen to us when we stayed there! Like you guys, we thought it was just a lack of communication with the staff or that someone was new and didn't know what they were doing, but it looks like this happens quite a lot."
So there is a our story. Again, we had a marvelous stay and I may just stay there again, but I tell you what I will insist on that itemized bill at the end and make sure we were charged the correct amount.
- Official Description (provided by the hotel):
- Inspired by the rich history, white-washed villages and sun-drenched hills of Spain’s Andalusia region, the Omni Scottsdale Resort & Spa at Montelucia brings the essence of Europe to the heart of Scottsdale. With arching entryways, splashing fountains, floral walkways, and a collection of antiquities hidden throughout the property, Omni Scottsdale Resort & Spa at Montelucia is an enchanting resort destination that boasts 293 luxuriously appointed guestrooms, the Moroccan-inspired Joya Spa, six tempting dining options including the critically-acclaimed Prado restaurant, a myriad of radiant pools and breathtaking views. Nestled at the base of Camelback Mountain, the resort’s convenient central location offers easy access to the area’s best golf, recreation, nightlife and entertainment. ... more less
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- Also Known As:
- Montelucia Hotel Paradise Valley
- Montelucia Resort And Spa
- Intercontinental Paradise Valley
- Intercontinental Montelucia Hotel