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“Nice but a little tired looking”

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The Phoenician, Scottsdale
Ranked #19 of 75 Hotels in Scottsdale
Certificate of Excellence
Tucson
Level 6 Contributor
239 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 156 helpful votes
“Nice but a little tired looking”
Reviewed 31 July 2011

We recently stayed at the Phoenician while visiting our son who lives in Scottsdale. We live in Tucson and we wanted to try this resort. We were " upgraded" to a casita. We decided to go with that because there was parking at the casitas. Otherwise valet parking was $29.95 a night although there was plenty of free parking available on the periphery of the property. The casita was nothing special. Just a standard looking room set away from the hotel. It was clean and comfortable but the carpet was tired looking and the HVAC was unacceptably noisy. Since we were not in the hotel proper, it's hard to comment on the "vibe" of the place. The poolside service was attentive and we kept supplied with ice water on a very hot July day. All in all not a bad experience just nothiing special.

Stayed July 2011, travelled as a couple
Helpful?
1 Thank AZRPM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (536)
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Paradise Valley, Arizona
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 31 July 2011

We have been staying @ The Phoenician off and on for 2 decades(yes I am old) During that time we have had some amazing experiences, wonderful meals and met some truly wonderful guests and employees. The hotel has changed hands multiple times, renovated rooms and restaurants and tried to maintain the luxury brand. Sadly the shine is off this diamond. Cost cutting, corner cutting and reduced staffing has left this hotel a pretender in the luxury hotel market in Phoenix. I have to lay the blame on management(Starwood) a local hotel management group. The pool area is become rundown and in need of much attention. Staff @ the pool work in earnest but rarely show any initiative. The pools are well maintain(they have multiple ones) but the pool accesories need to replaced yesterday. The decking is slippery when not wet, when wet it is worse that black ice but no signs exist warning people. One Saturday spent in the pool warning and watching people to the danger of the danger made us wish we had a sign to post.
Room service was a huge bright spot with very professional and upbeat servers. Less can be said for the Sunday brunch. First a 9am reservation for 8 was rejected as too many on such short notice unless we wanted to sit outside which in the summer it gets to be 90 degrees by that time. When we suggested 2 tables of 4 they said they would "try to fit us in" inside...When seated they had set up one table which was really very nice of them to accommodate us but with only 2 other tables occupied the entire time we were there we were left wondering why make such a big deal about our request for seating. The $25 buffet is a mere shell of the glorious times of the past. Where shrimp cocktail once sat now chaffing dishes of dry french toast, runny eggs and undercooked potatoes sat. Cost cutting here really shows in the low quality and lack of diversity of food options. The standout is the ommlete station which is the better choice even to get your eggs cooked properly. While no one was drinking champagne it would have been nice to be asked..
The worst experience here is front desk management! Trying to check in when only one person works at the front desk and people are disputing all their charges is frustrating. There should always be 2 people and/or a manager working such a critical part of the hotel. When we were given rooms that we did not reserve and called to have the situation fixed was another terrible experience and one that highlights the true problem here. Rude, unprofessional front desk staff and management offered nothing but resistance and insults...really sad and speaks most loudly. The hotel could not have been 30% occupied if that...We were told there was nothing they could do and even though we confirmed at reservation and at check in.
Maybe because it is summer, maybe because they are so slow the "B" team is running things on a smaller staff but I would not be in any hurry to suggest or return any time soon.

Room Tip: Don't settle on the first 2 floors of the main building...generally these are where they put the
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  • Stayed July 2011, travelled with friends
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
5 Thank sethman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PhoenicianManager, Public Relations Manager at The Phoenician, Scottsdale, responded to this review, 4 August 2011
We appreciate your time in sharing your comments. However, it is with disappointment that we learn of your recent experience. The mission of the resort and its entire staff is to provide guests with a memorable, personal stay defined by signature offerings and superior service. Toward that end, we are continually enhancing The Phoenician guest experience through the introduction of new programs/services and year-round training. Since 2008, the property has undergone more than $70 million in renovations and development. The result is a sophisticated, contemporary elegance that caters to today's lifestyles, responding to the needs/desires of our guests. In dining, for example, visitors may enjoy a range of cuisine, from classic steakhouse to Italian to a gourmet burger bistro. A family activity center offers a complimentary movie theater and interactive game room. Towels and lounge chairs at the pool complex are regularly replaced/refurbished. For associates, ongoing training and education is required for all to further advance the service culture. Staff are instructed to "own the moment" so that any associate is empowered to assist with any question/concern a guest may have. In order to ensure your guest expectations, and resort standards, are both met, we would like to discuss your experience with you directly in further detail. Please feel free to contact the resort and ask for either the resort manager or the public relations director so that we may demonstrate our commitment to you, as well as to all of our guests.
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Hartford, Connecticut
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 28 July 2011

I'll skip right to the part you need to know. The resort apparently sells passes to its pools. EVEN the "Adult Pool Over 18 Only" I know this becasue we planned a quiet day there...and ended up next to a dozen pre-teens celebrating a birthday in the next cabana. Not only was the area NOT quiet, but we had to compete with the group to get a waitress. We skipped the pools for the remainder of the visit.

  • Stayed May 2011, travelled on business
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank Chessie3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PhoenicianManager, Public Relations Manager at The Phoenician, Scottsdale, responded to this review, 4 August 2011
Thank you for your review. We do regret that your experience did not meet your expectations. To clarify, The Phoenician does not sell passes to its pools. Quite the contrary; the resort pool complex is available only to resort guests, a policy that is stringently monitored by all staff. In addition, the resort does not offer an adults-only, over-18 pool. All eight pools in the main complex are for all ages, with the upper pool area mainly used for acquatic games and activities, such as water volleyball and basketball. During the summer season (May-early September), many families do enjoy the property for a "staycation," which may have been the situation here. We hope you will visit us again -- at any time of year -- to experience the extensive collection of activities available to all ages and interests.
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Kansas City
Level 5 Contributor
42 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 27 July 2011

My husband and I stayed at the Phoenician for 4 nights as a getaway trip. We were thrilled that it was just a short cab drive from the Phoenix Skyport airport. We received a complimentary upgrade to a casita, which was really nice. The room was comfortable, clean and spacious (as was the bathroom) and had an in-room safe. It had slight wear and tear but nothing to be concerned about. It was quiet and had a spectacular view of the Mother of Pearl Pool and up Camelback Mountain. The hotel grounds were lush and lovely and every staff member we met was hospitable. My husband golfed one day and thought the course was beautiful. I mostly visited the pools and found them clean and the service good. Because we visited in August, there were fewer guests than normal, so we never had an issue finding a chair. And yes, it was hot, but when you're planning to do nothing more than sit at the pool, that is no problem.

We chose to spend our entire vacation there (and didn't venture out into very nearby Scottsdale), including dining, swimming, and relaxing. We dined at each of the restaurants, and were most impressed with the elegant J&G Steakhouse (we ate there twice). Their menu is current and creative, filled with fresh ingredients and fun flavors. It was a fairly pricey meal but on our second visit, we ate from a prix fixe menu and found it to be just as enjoyable. We also really enjoyed Relish Burger Bistro one evening -- with fantastic free chips and salsa and a fun menu. We found the Italian Il Terrazzo to be average for dinner, but were disappointed in how expensive it was for breakfast. After the first day, and an almost $40 breakfast bill, including $6 coffee, we saved our money for fantastic dinners at J&G, instead stopping by the Cafe and Ice Cream Corner for croissants and then by Il Terrazzo for free coffee (free coffee to go for all hotel guests). I was frustrated that coffee that was free next to the hostess station, was $6 on my breakfast bill, despite being a hotel guest. We did lunch at the Cafe a couple of times and were pleased with our meals, and the ice cream! Lunch at the Oasis Poolside Bar & Grill was fine but unremarkable. It is a poolside grill, after all.

We absolutely can't wait to return and also to visit other hotels in the Luxury Collection. It was a fantastic experience.

  • Stayed August 2010, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank finertasteskc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chatsworth
Level 4 Contributor
26 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 25 July 2011

In town to look at real estate and spent a weekend at the Phoenician earlier this month, so it was a business/pleasure stay. What made the experience stand out was the excellence of the staff. From the front desk to the restaurants to the women's clothing shop (great stuff, by the way) to the tennis center attendant -- everyone was super efficient, friendly and made every effort to enhance our trip. Based on that alone, we will return to the Phoenician. The food was excellent, the rooms were attractive and comfortable and the property was lovely.

  • Stayed July 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank 2009italy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PhoenicianManager, Public Relations Manager at The Phoenician, Scottsdale, responded to this review, 27 July 2011
We appreciate your comments! Whether traveling on business, pleasure or both, The Phoenician's commitment to service and excellence is designed to make each and every guest feel that they belong. We hope your real estate tour was successful, and that we have the opportunity to welcome you back again soon!
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New York City, New York
Level 2 Contributor
5 reviews
Reviewed 21 July 2011

We stayed here on a friend trip and were totally happy with every aspect of the hotel. From front desk to food service everything was top notch. Staff was always friendly and helpful and tried to make my stay enjoyable.

Would recommend this hotel to anyone that wants to feel welcome and taken care of.

  • Stayed October 2010, travelled with friends
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank jollyman45
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PhoenicianManager, Public Relations Manager at The Phoenician, Scottsdale, responded to this review, 27 July 2011
Thank you for sharing your experience! As a AAA Five Diamond property, The Phoenician is dedicated to creating a personal and memorable stay for each and every guest. Our service program is designed in such a way that any associate you encounter is able to assist with any question or need. Please join us again - for another friends' getaway, or perhaps a family vacation or business trip. We appreciate your patronage!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ewing, New Jersey
Level 6 Contributor
145 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 20 July 2011

There is not much to say here except that this hotel offers every luxury you can imagine. Service and location are impeccable. Rooms are spacious and comfortable, food is top notch.

  • Stayed May 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MikeSap
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PhoenicianManager, Public Relations Manager at The Phoenician, Scottsdale, responded to this review, 27 July 2011
Thank you for sharing! With dining options that range from afternoon tea to Italian and classic steakhouse; to guestrooms that start at 600 square feet and feature private patios/balconies, The Phoenician is known for its legendary luxury. Add to that the convenience of being just five minutes from the cultural, nightlife and shopping districts of Scottsdale -- which includes Arizona's largest indoor mall -- and guests have a plethora of activities from which to choose. We hope you'll visit us again on your next trip to the Valley of the Sun!
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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 The Phoenician, Scottsdale

Property: The Phoenician, Scottsdale
Address: 6000 East Camelback Road, Scottsdale, AZ 85251-1949
Phone Number:
Region: United States > Arizona > Central Arizona > Scottsdale
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Business Hotel in Scottsdale
#9 Luxury Hotel in Scottsdale
#10 Spa Hotel in Scottsdale
#10 Top resorts Hotel in Scottsdale
#13 Family Hotel in Scottsdale
#14 Romantic Hotel in Scottsdale
Price Range (Based on Average Rates): ££
Hotel Class:5 star — The Phoenician, Scottsdale 5*
Number of rooms: 647
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
The Phoenician, Scottsdale Arizona

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