I had my wedding here in April. There is plenty of staff here that try to make your stay as comfortable as possible, but maybe it's because the staff is so large that some of them feel like they can get by on treating you poorly because they work for such a big hotel and they'll just fall into the mix.
The hotel is beautiful. It's the most beautiful hotel/resort I have ever been to. Everything was in bloom in April and our wedding pictures are exploding with Arizona spring colors. It was gorgeous. Some of the staff was awesome as well- Megan at Oasis is an angel, and the guy who made sure everything went smoothly at the reception was amazing (so sorry I can't remember his name). The food at the reception was wonderful and surpassed my expectations. Everything was prepared beautifully and exceptionally well.
My husband arranged a golf day for himself and 5 others in his group. I was not there, but from what my husband told me, the golf guys did not prepare the guests' golf cart, the guests loaded it themselves. Also, the guests were only given one small bottle of water each. Hello- this is Arizona, it's a desert. When the guests asked for ice (the ice machine nearest to the golf area was being cleaned), the golf guys told them to go get it at the cafe. That's not 5 star service, and the Phoenician is supposed to be a 5 diamond resort. This was very disappointing. There are so many golf resorts in Arizona, this is the last time my husband and his guests will golf here.
There is a lack of organization and communication with the valet staff. There is no system here- you get someone when you get someone.
Oasis Cabana Grill:
Megan who works as a server here is so gracious and friendly. She was amazing. My husband's family hung out here the whole week they were here. Great pool area for kids, quiet pool for adults.
Oasis Grill and Phoenician Management:
I have, however, a HUGE complaint about the Oasis/Phoenician management. My husband and I were married on a Saturday. We were NOT at the pool at any point during this day. For some reason, our room was charged for over $500 from the Oasis Grill. At no point did anyone from the Grill call my room to get authorization to charge my credit card this amount- they just did it without my knowledge or consent.
Weeks after the wedding when I went through our credit card bills, I noticed this large, strange amount. I called the Phoenician and they told me it was for a cabana and miscellaneous food and drinks for the day my husband and I were married. "That's strange", I thought- we weren't even at the Oasis Grill that day. I asked for receipts and the guy I talked to was very responsive and sent them to me immediately. The receipt he sent, however, did NOT include a signature page. I know I didn't sign anything and neither did my husband. I called back to ask if they had this signature page.
After 2 days, I received an email from the assistant manager of the resort who asked me to call her back. She stated that there was an error, I shouldn't have been charged. She also asked if I know who Mr. X was. I told her I did, and she responded that the charge should have went to him, she doesn't know why it didn't. She then told me TO CALL Mr. X and ask him to pay his bill. Nowhere in this conversation did she apologize for the UNAUTHORIZED use of my credit card for over $500, instead, she wanted ME to fix the Phoenician's mistake- and she didn't ASK me to do it, she basically told me to do it. Is common courtesy a thing of the past? Is it completely outdated to be communicative in a professional manner? I responded by telling her calmly that I don't feel like it is my responsibility to call Mr. X on the Phoenician's behalf. This woman said okay and got off the phone, not a word of apology, not a "have a nice day", nothing. I should also comment that I had not in the two conversations I had with her raised my voice or acted unprofessionally (it was a business transaction, after all). I've learned a long time ago that you don't get what you want by acting like a brat. And I wasn't a brat, so I don't think I deserved the kind of treatment she gave me, especially when I spent so much money at the Phoenician for my wedding, had my guests book rooms there for several days, and especially when it was their error.
The Short Story:
I'm very disappointed and since the Phoenician probably doesn't really care if I'm happy with them or not, the best I could do is review the resort with the added warning: watch your credit card statements after you stay here because your credit card on file at the hotel IS NOT SAFE. I repeat at the risk of sounding obnoxious, but $500 is a lot of money: YOUR CREDIT CARD IS NOT SAFE HERE.
I wish I had LOVED the Phoenician, but ultimately, the resort is only as good as its staff and management.
- Official Description (provided by the hotel):
- The Phoenician is a luxury resort in Scottsdale, Arizona, situated on 250 acres at the base of Camelback Mountain. From May through September 2017, The Phoenician will be undergoing extensive enhancements to its signature public areas. During this time, the main lobby, front desk, pool complex, spa and select dining venues will be closed. These services and amenities will be available at alternate locations on the resort grounds. ... more less
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- Also Known As:
- The Phoenician, Scottsdale Hotel Scottsdale
- Phoenician Hotel Scottsdale
- The Phoenician Hotel Scottsdale