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“Become Too corporate - Lost its personal touch!”

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Royal Palms Resort and Spa
Ranked #12 of 175 Hotels in Phoenix
Certificate of Excellence
GreenLeadersBronze level
Level Contributor
121 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
“Become Too corporate - Lost its personal touch!”
3 of 5 bubbles Reviewed October 7, 2013

We have been returning guests to the RP for the past 10 years - sadly this will be our last visit. In our view, the resorts' customer service focus has swung more towards catering for the corporate/weddding guests and in doing so has marginalised couples and stakeationers. We loved walking the beautiful grounds - however this trip; every time we took a detour to our suite, we seemed to"gatecrash" a photo shoot, corporate meetngreet or wedding party.
The pool from Fri onwards becomes a morass of "corps" who have checked out and are awaiting their plane back home; noisy bridal showers who dominate the pools' faciliites and bridezillas who "reserve" all sunbeds and spa appointments!.
Robin and her fledgling pool staff are doing a great job pool side - however the pool and cabana have exceeded their life expectancy, comfort, capacity and allure. The cabana is looking tired, dated and decidely scruffy. The 2 pock-holed "flaoaties"need to be dumped! It took several remarks to staff to ensure the ill located disabled hoist received a large blue cover!
We love the refurb of the bar area. Tyler, Charlie and the team of mixologists are making a good impact. We ate from the bar menu twice :- found the menusome what limited and lacking in options for the gluten intolerant.
MUCH hype has been given to the relaunch of T. COOK'S restaurant. In our view, had we have not been given a $50 voucher we would have been even more disappointed!
Yes, the ambience has changed : is brighter and has a modern edge to its rustic feel. The menu, we found to be limited, safe and lacking the wow factor. Beet salad app - tasteless tortillini/scallop entree ok no big deal, choc pate - EXCELLENT!
A suited MD wafted around and courted the larger "corp" party tables, yet paid litte and no attention to couples seated on the fringe of the restuarant. Even less to two men seated next to the servers door!
Similary Chef Mc Cabe made a fleeting front of house visit to a larger table - when we asked our server if we could briefly feedback our dining experience - we were told he was too busy to come out a second time! - The following dayWe did receive a half-hearted and ill timed apology accompanied by an unfulfilled "we'd like to make it up to you...." from Christain the suited MD - Too late Im afraind
I feel much work still needs to be done in this area if T Cooks IF it is to regain its crown of being one of AZ's top resturants - Missed a trick in not promoting the place/special menu during AZ food week, a late promo tweet isnt the way to go.
AS ever the boys at he valet parking were spot on;they rembered who we were, what our needs were and bent over backwards to help with shoppipng! Housekeeping was spoton, turndown staff are so kind and alaways have a smile
Our absence may not be noticed next year which saddens us - that was our main reason for retuning year after year - that personal touch - Sorry Mr Miller, youve lost 2 valued customers

Room Tip: Choose casitas over the cheaper corp Alvadora block of rooms
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
4 Thank ANDI S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greg M, General Manager at Royal Palms Resort and Spa, responded to this review, October 31, 2013
Dear Andi S,
Thank you for taking the time to write your concerns about your recent stay with us. Though these comments were hard to read I also know they are completely necessary so we can adjust and grow from these mistakes. I am aware you have spoken to our regional Reservation Manager, Hilary Beck Lawhon, and have decided to give us another chance. I would love for you to make any future reservations through myself or our Guest Relations Coordinator, Jenna Goss. I want apologize once again for the problems you encountered during your visit and please know we are taking action. Thank you so much and I hope to hear from you in the near future.
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1,481 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (323)
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English first
Level Contributor
19 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed October 6, 2013 via mobile

We spent part of our honeymoon at the resort - and, to put it short, loved every bit of it.
Gorgeous property, charmingly appointed rooms (we were in one of the Designer Casitas and particularly loved the two private patios and the shower), wonderful location. what made our stay nothing short of perfect, however, were the staff, who were terrific. Everyone was obviously commited to make guests feel special, being as friendly and helpful as can be throughout our stay (with one very remarkable example of exeptional customer service being Mona, the concierge).
I would absolutely recommend this place for a wonderful getaway.

Stayed October 2013, traveled as a couple
Helpful?
Thank KKSierra
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greg M, General Manager at Royal Palms Resort and Spa, responded to this review, October 31, 2013
Congratulations on your recent marriage, we are thrilled you were able to share this with us here at the Royal Palms Resort and Spa! I will share your kind comments with our staff and especially Mona. I hope we are able to welcome you back next year for your anniversary!
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california
Level Contributor
26 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
5 of 5 bubbles Reviewed October 5, 2013

This exquisite, architecturally stunning historic property is a hidden gem in a city of endless strip malls. You walk in to another world and don't want to leave. All aspects of the experience are perfect--beautifully appointed casitas, lush Andalusian gardens with flowers, fountains, and hidden private spaces, memorable outdoor evening dining, personalized service. I am not aware of any other hotel in the area that offers this unique travel experience.

  • Stayed September 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank radgirl3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greg M, General Manager at Royal Palms Resort and Spa, responded to this review, October 31, 2013
Thank you for your kind words about your recent stay with us. I too find it remarkable how you are able to get “lost” amongst our gardens. Thank you once again for taking the time to share your experience with us here at the Royal Palms Resort and Spa!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Phoenix, Arizona
Level Contributor
35 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
4 of 5 bubbles Reviewed October 1, 2013 via mobile

Check in time is 4pm, so I would expect my room to be ready by 4pm. Well our room was not ready at 4pm, and I had an infant with me, and a wedding to attend at 5:30 that day. The front desk staff seemed overwhelmed and frantic with many other patrons inquiring about their room also. Is this a daily occurrence at the hotel? Maybe they need more staff. I cannot complain about the grounds or room, both of which are amazing. But from my first impression at check in I think I was ruined. There was no attempt by the staff to make me feel less frustrated either, which may be why I was a little out off.
Ok now for a review of the actual hotel: Valencia casita rooms are pretty and private with a desk, bed, dressers, and fireplace. The private patio is a huge bonus! Beautiful surroundings for photos. The wedding we attended there was GORGEOUS.

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ann G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greg M, General Manager at Royal Palms Resort and Spa, responded to this review, October 31, 2013
Thank you so much for taking the time to share your experience. Though I am pleased to hear you enjoyed the property I must apologize for the tardiness you experienced during the check in process as this is not our service standard. I have addressed this issue with our staff and want to assure you we will do everything we can in the future to avoid such issues. Thank you once again, and we hope to welcome you back in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Paradise Valley, Arizona, United States
Level Contributor
243 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
5 of 5 bubbles Reviewed September 28, 2013

If you want to stay in a serene and historical place while in Phoenix, this is it. You'll be greeted by a friendly staff who will park your car before you begin to take in the beauty of this Spanish style hotel. Beautiful tiled fountains, bright bougainvillea, iron gates and arched walkways surround you as you walk to your villa. It's quiet except for fountains that grace the private patios of each room and curved walkways through landscaped areas are part of the charm. Private lawn and garden areas are available for weddings as well as patios. We held our wedding reception there last October and it was beautiful with the lighted fountain, cool temps, delicious food stations and wonderful service. We stay there for Valentine's Day and enjoy the spas. Our absolute favorite place.

Room Tip: Just let them know when you call for your reservation what you're looking for - a suite, one mor...
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  • Stayed October 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Donna C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sussex, England
Level Contributor
230 reviews
92 hotel reviews
common_n_hotel_reviews_1bd8 272 helpful votes
4 of 5 bubbles Reviewed September 24, 2013

We recently stayed at The Royal Palms for 3 nights during our first visit to Phoenix. The choice of this hotel was largely influenced by the positive reviews on this and other travel sites. On the whole we were not disappointed, and would return. But there were some niggles that meant we could not in good conscience award a rating of 5.

Positives:

The approach to the hotel, and its' ground are stunning. Fantastically designed gardens which are lush and well maintained.

The valet staff and bellhops are really on the ball, and consistently appeared at both doors of our rental car within seconds of arriving back at the hotel time after time.

Check-in is in an elegantly designed area, very similar in feel to the Bel Air. Hardly any wait for attention, with a warm welcome.

Also deserving of mention was how much effort the staff on duty put into getting us information on the Apache Trail, going so far as to going onto the Internet to print out maps etc...

We stayed in one of the Alvadora Spa Suites, which was spacious and well appointed. Very nicely furnished, with huge and very comfortable bed. Excellent bathrooms. Sofa in the living room would be better off being replaced by something more comfy.

Lovely outdoor terrace with a view of Camelback Mountain.

The Alvadora Spa is a real sanctuary. Excellent Classic massage.

Negatives:

The hotel is billed as being an ideal couples retreat. However, there were large groups of people travelling together & staying there throughout our stay. This isn't a problem in itself, but they tended to dominate the many outdoor seating areas, including in the pool itself. On the Saturday, two groups consumed a lot of alcohol lounging around in the pool and became very loud and obnoxious - driving many other guests away. Not their fault, but staff members should have stepped in.

The pool is lovely, but there aren't many loungers surrounding it, certainly not enough to seat even a small fraction of guests. On two days we had to ask a pool attendant to find us spots. A nice touch though is the regular unsolicited provision of iced water.

More troubling was housekeeping. On our first night we had a lovely meal on our terrace delivered by room service. As requested we phoned for the dishes to be cleared away. This was at 8.30pm on Friday evening. The dirty dishes were still there at 3pm the next day. We noticed dirty dishes laying around throughout our stay. In general we found that cleaning up of the communal areas (cigarette butts, empty glasses etc..) was sporadic and neglected.
On both the Saturday and Sunday we set out to explore the surrounding area at 8am, returning at 3pm. On both days we returned to find that our suite had not been serviced. The explanations were that the hotel was pretty full, and that there were a large number of checkouts on the Sunday. This isn't good enough for a 5 star resort.

In summary, this is a beautiful resort with a real South-western flavor. We'd return, but would certainly recommend that the hotel better equips itself to deal with high occupancy levels from housekeeping and pool perspectives.

Room Tip: Make sure you choose a room with an outdoor terrace, and preferably with a view of Camelback Mountai...
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank SussexCpl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greg M, General Manager at Royal Palms Resort and Spa, responded to this review, September 30, 2013
Thank you for taking the time to discuss you recent stay with us. Though it was amazing to hear you enjoyed your stay, it is with greater importance that you shared your unfavorable experiences. We have addressed the issue of unsightly dishes and rubbish in the communal areas with our housekeeping and in room dining staff. This is not the impression we want to leave with our guests and assure you this was been resolved. Once again thank you and I hope we are able to welcome you back in the near future.
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San Francisco, California
2 reviews
5 of 5 bubbles Reviewed September 24, 2013

The Royal Palms was a very nice surprise. I've stayed in a lot of resorts in the Phoenix/Scottsdale area and the RP definitely had a unique vibe. A much smaller property, it was beautifully landscaped with pretty foliage, really more laid back and homy. The rooms are spacious and comfortable. I think what really made the difference was the service at the pool. The staff was friendly, coming by often to check in, bring us ice water and drinks. It was so peaceful and relaxing.

  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Betty M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Royal Palms Resort and Spa

Property: Royal Palms Resort and Spa
Address: 5200 East Camelback Road, Phoenix, AZ 85018-3020
Phone Number:
Location: United States > Arizona > Central Arizona > Phoenix > Camelback East
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Top resorts Hotel in Phoenix
#3 Romantic Hotel in Phoenix
#3 Business Hotel in Phoenix
#3 Spa Hotel in Phoenix
#6 Luxury Hotel in Phoenix
#8 Green Hotel in Phoenix
#12 Family Hotel in Phoenix
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Royal Palms Resort and Spa 5*
Number of rooms: 119
Official Description (provided by the hotel):
A Manor of Taste, Royal Palms provides an engaging and unforgettable journey for all senses. Built in 1929, this enchanting Spanish Mediterranean mansion offers 119 artfully appointed casitas, estate rooms and villas. On every stroll through winding cobblestone pathways guests will discover romantic nooks, crackling fireplaces and splashing courtyard fountains. Intimate and tranquil, Alvadora Spa indulges the senses with natural beauty and the finest spa amenities. T. Cook's crafted, thoughtful and bold approach to food, complemented with The Mix Up bar's inventive mixology, is yet another reason to make Royal Palms a must-see destination. ... more   less 
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Also Known As:
Royal Palms Hotel Phoenix
Royal Palms Resort

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