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“First time @ Four Seasons and last. . .”

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Four Seasons Resort Scottsdale at Troon North
Ranked #2 of 75 Hotels in Scottsdale
Certificate of Excellence
Philadelphia
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
“First time @ Four Seasons and last. . .”
Reviewed 29 September 2011

A beautiful location and seemed low-key and unassuming as we arrived. We were offered an upgrade from the front desk with a manager directing the front desk staff over her shoulder from a desert garden casita room to a "more spacious room with an outdoor shower" and based on everything we had read, that sounded delightful. Celebrating our 15th wedding anniversary a $75/night additional expense seemed like a worthy splurge at a Four Seasons. Unfortunately, for the extra money we received a handicap accessible room with towel bars 2 feet off the ground, make-up mirror at an awkward height for non-handicapped people, pipes that rattled extremely loud when the water was used at a warm temperature, etc. . .not our idea of paradise. But the kicker was going out to enjoy the views on the outside patio and discovering a dead mouse lying right in plain sight (that had obviously been there awhile). We quickly called the front desk and they sent someone out with a broom and dust pan to get it. And while he appeared to be somewhat embarrassed as he also dusted off the cushions and tried to make the patio look presentable, it was obvious it had not had any attention for awhile. . .stained cushions, unswept floor. . .not what we expected for a basic room, let alone an upgrade.

Yep, we fell for the classic bait and switch. After addressing the accessible room at checkout and they gave us a $75 credit, it seemed a little hollow given we were there for 3 nights. We definitely should have said more at the beginning but we were tired after a long trip and somehow kept holding out hope that it would get better and after the mouse incident we were somewhat jaded. We were clearly at the low-end of the totem pole room wise and raising anymore issues just felt futile. It certainly was not what we expected after reading so many reviews about the attentiveness of the staff at a Four Seasons.

And while dinner at Talavera was wonderful and we enjoyed the spa, we left feeling like it just wasn't worth the money. The staff was friendly, but honestly, everyone we encountered in the Scottsdale area was. . .that was not a characteristic specific to just the Four Seasons. We would never take a chance at spending that kind of money again at a Four Seasons and having a repeat experience.

  • Stayed September 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank pasoonergirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David B, Manager at Four Seasons Resort Scottsdale at Troon North, responded to this review, 30 September 2011
Thank you for taking the time to write a review from your recent visit at Four Seasons Resort Scottsdale. Our guests’ feedback is invaluable as we strive to improve our service and facilities.

I apologize for the service deficiencies you encountered at our resort. Your comments mentioned help us identify any areas that we may need to focus on.

Your experience DOES NOT REFLECT FOUR SEASONS RESORT SCOTTSDALE’S LEVEL OF SERVICE WE STRIVE FOR DAILY. PLEASE BE ASSURED THAT we are addressing your comments immediately with the appropriate teams involved.

We recognize your service challenges had an adverse impact with your overall experience and regret we did not have the opportunity to make this right while you were staying with us.

Thank you again for taking the time to share your impressions from your visit. We value your patronage to Four Seasons Resort Scottsdale and hope to have an opportunity to welcome you back the next time your travels bring you back to Scottsdale!

Sincerely,

David Bernand
Resort Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (386)
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English first
Toronto, Canada
1 review
Reviewed 26 September 2011

Can't say enough about this resort! Was my first time staying at a four seasons resort and I can't wait to go to another one. The hotel, staff and scenery are perfect.

  • Stayed September 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rebecca P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level 3 Contributor
15 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 26 September 2011

Just come back from my second visit to this hotel, and it just gets better.
The four seasons as a brand is right up there with the best. I know the staff have access to previous stored data but it really does make you feel home from home when they remember that you like certain thing and have the room set up the way you like it.
Nothing is too much even the valet offer you bottles of water for your jouney.
The concierge is about as good as I have seen anywhere they really do know there stuff and go the extra mile. After you come back from a resturant they want to know how it was so they can gauge it for other guests

We will definately go back again next year

Room Tip: have a room with a valley view
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  • Stayed September 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank alwaysaway16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David B, Manager at Four Seasons Resort Scottsdale at Troon North, responded to this review, 28 September 2011
Thank you for sharing your comments on Trip Advisor following your recent stay with us.

I am delighted that you enjoyed your time with us and I appreciate your feedback.
I will share your praise with the staff. I always enjoy sharing encouraging comments with the staff who work so hard to ensure the best possible experience for our guests.

Again, I thank you for your valuable feedback and I am glad your stay was enjoyable. We look forward to welcoming you back soon and often.

Sincerely,

David Bernand
Resort Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dusseldorf, Germany
Level 2 Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 25 September 2011

We started our honeymoon at Four Seasons. We got an upgrade and as a courtesy a champagne drink was waiting in our room. The hotel is in very good condition and the staff is friendly and professional. The pool area is amazing. We can absolutely recommend this hotel.

  • Stayed September 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Schmetterflug
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
sunizona
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 23 September 2011

Just stayed and will be back. The views, service, and facility was second to none. The staff is outstanding and so friendly and helpful. I loved our casita room which overlooked the mountain with it's Saguaro cactus.

Dinner in Talavera was great. The menu has so many options and once again the staff was outgoing and on top of it.

Sunset in their lobby lounge is a must. Watching the sun go down with a cocktail in hand was a great experience.

  • Stayed September 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank sunizona
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Los Angeles, California
Level 4 Contributor
40 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 244 helpful votes
Reviewed 21 September 2011

I wish that I had read the previous review about "unwanted visitors" before we stayed at this hotel. Our experience here was quite similar to that reviewer's. My husband and I expected top notch quality and service, as we do with any Four Seasons hotel but what we received was something quite different.

Upon our arrival, we were told that we had been "upgraded" to a better suite than we had originally booked, the Jerome suite. We thanked the front desk and headed off to our room. It was beautiful, indeed, as was the property in general, though it seemed to be out in the middle of nowhere. That night, after a quick meal at their casual restaurant, we returned to our room. It wasn't until about 10:00 p.m., when we were getting ready for bed, that we noticed several bugs that looked like roaches crawling out from our shower drain on to the cracked floor as well as bugs in the bath tub. As my husband came in to help me get rid of these bugs, we noticed that crickets were also entering the shower from the closed adjoining garden shower door. We thought that perhaps the maids had left the garden door open earlier when they were cleaning, so we ignored it the first night. At the same time, my husband and I went to get a glass of water from the kitchenette and realized that ants covered the kitchen tops and sink. So, we called for some one to spray the kitchen and they did and the ants disappeared by the next day.

That next day, we enjoyed the pool area and had a very nice meal at Talavera's. Upon returning to our room, we were taken aback by the number of bugs in our room! Bugs in the shower and bath had multiplied. They had even spilled out on to the floors. The master bathroom no longer felt like a 'safe' place to take a shower or bath. I put in a call to one of the night managers and he told us that they currently had no other rooms or suites in which to put us because they were "fully committed", but promised that while we were gone to a seminar the next day, he would have their outside exterminator company come in and the problem would absolutely be taken care of. So, the next night, we came back to the room, exhausted and guess what? No one had stepped foot in that room. Not one bug was dead or even looked less than lively. No, in fact, they had increased and now were filling my cosmetic bag. For us, the bathroom now became unusable. We again called the front desk only to speak to a different manager, who this time, showed some compassion and told us that he would give us 50% off of our room rate. He also gave us a convaluted explanation as to why no one had come into the room to kill any bugs. By this time, my irate husband was on the phone, telling him that we just wanted a clean room. All that was available was another suite just like our's, so we told him that if we had to stay in this room another night, we wanted the rate comped. He agreed, which we appreciated and the next day, which was our last day there, we moved to the other suite. Three days of bugs, horrible but over! Phew! At least we'll enjoy our last day here, we thought.

We spent that day at the pool, which by the way, was freezing, (but it did cool you off), and at the spa, receiving excellent massages. We finally relaxed. As we returned to our room in one of the hotel's carts, we passed a whole lot of people who apparently looked quite frightened, so we inquired about the situation and the driver said, "oh, they found a rattle snake in front of one of the rooms". My husband and I were rattled. (Pun intended.) The man who was apparently in charge of taking care of the situation with the snake exclaimed with strange glee and a smile, as if he was playing hide and seek with a child, "oh yes, there he is!" We asked if they saw snakes often and the driver replied "I've only seen them about once a year. Don't worry, they'll let you know if you get too close to them." It was unsettling but we knew it was the desert.

Once back in our room, we ordered room service. Room service here is good but does take about forty five minutes to an hour to arrive. We had a nice meal and thought we'd retire and maybe catch a pay per view movie. Believe it or not, again, there were bugs in the master bathroom. -Not as many as in the last room, so out of a sense of survival, we tried to ignore it, telling ourselves that it was late and this was our last night, so let's just try and get through it. Plus, we weren't getting anywhere complaining. So, we got in bed. Then we noticed that the mattress felt very uncomfortable and hard, quite unlike the other room's big pillow topped bed and also was way too small to fit the king sized frame. We took a peek under all the covers and discovered that it was an old, worn queen size bed. Huh. Okay, nothing terrible, just really uncomfortable and not what we thought we were getting. We called housekeeping and tried to get them to put anything on top of the mattress to make it more comfortable but they said they didn't have anything. Honestly, at this point, we were so tired of trouble shooting, we would have left the hotel if it hadn't been so late. However, we thought at least, the manager on duty should know what again, was going on with these rooms. The manager offered to "take care of it", which we appreciated but did not realize would mean stripping our bed and waiting an hour and a half in our pajamas for the staff to come back to our room and actually replace the mattress. By the time they were done, it was after midnight, so we just went to bed, feeling uneasy and defeated.

The next morning, my husband spoke to one of the day managers, (I'm not sure I can publish his name), who was unsympathetic and offered excuses instead of apologies for our problems. He bragged about how they had upgraded us, so further financial compensation (and it appeared that any complaining) was not justified. Wow! My husband told him that we had never asked to be "upgraded" and we requested but were denied the suite we booked. After breakfast, as we were happily getting ready to leave, we kept dodging little bugs in the master bath and caught a large cricket under one of our drinking glasses. Because housekeeping kept denying that there were any bugs in our rooms, we kept that critter under the glass for housekeeping to find as evidence.

While we remain fans of the Four Seasons hotels in general, there isn't even a small chance that we will ever subject ourselves to this kind of mistreatment again.

  • Stayed September 2011, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
15 Thank lovegoodhotels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David B, Manager at Four Seasons Resort Scottsdale at Troon North, responded to this review, 27 September 2011
Thank you for staying with us recently in Scottsdale. We are glad we were able to connect with you during your stay regarding your challenges. We are sorry to learn that the resolution we reached during your visit, and our steps to assist you, were not able to mitigate your concerns. Certainly, we are here should you wish to revisit the details of your stay.

Due to the pristine nature of our beautiful desert environment, we do see occasional wildlife. Of course, proper measures are taken to ensure the guest experience is preserved. Sometimes too, situations beyond our control - such as a patio door left open - can invite unwelcome visitors, such as bugs, into the guest room.

We always welcome feedback, and proactively take steps to provide a clean and welcoming environment for our Resort guests.

Sincerely,

David Bernand
Resort Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kent, United Kingdom
Level 5 Contributor
79 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 85 helpful votes
Reviewed 20 September 2011

My husband and I stayed for three glorious nights in August at the start of a three week road trip. We were expecting it to be amazing (both from its website and also from the reviews on Tripadvisor) but it Totally surpassed our wildest expectations! Absolutely everything was perfect! We arrived extremely jet lagged from a very delayed flight form the UK and were greeted in the most charming, friendly and professional manner, shown to our Gorgeous room and then had room service supper on our beautiful balcony (looking straight on to our own mini mountain covered in Sagauiro cactus!)- heaven! The whole stay was utterly relaxing on every level- accommodation, pools, food, location and underpinned throughout by the most amazing staff! The standard of welcome and care shown by all the staff we encountered was truly wonderful and we cannot thank them enough. I could go on and on!Would recommend without hesitation.

Room Tip: we were on the top floor in a block near the Residences- extremely quiet which is exactly what we wa...
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  • Stayed August 2011, travelled as a couple
    • Value
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    • Cleanliness
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Helpful?
1 Thank MillyA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Four Seasons Resort Scottsdale at Troon North

Property: Four Seasons Resort Scottsdale at Troon North
Address: 10600 East Crescent Moon Drive, Scottsdale, AZ 85262-8342
Phone Number:
Region: United States > Arizona > Central Arizona > Scottsdale > Troon North
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Scottsdale
#1 Luxury Hotel in Scottsdale
#1 Top resorts Hotel in Scottsdale
#1 Business Hotel in Scottsdale
#2 Family Hotel in Scottsdale
#5 Romantic Hotel in Scottsdale
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Four Seasons Resort Scottsdale at Troon North 5*
Number of rooms: 210
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Also Known As:
Four Seasons Resort Scottsdale At Troon North Hotel Scottsdale
4 Seasons Resort Scottsdale At Troon North
Four Seasons Hotel Scottsdale
Four Seasons Scottsdale
Scottsdale Four Seasons
Four Seasons Resort Scottsdale At Troon North Arizona

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