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“Poor Billing Practices”

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The Phoenician, Scottsdale
Ranked #18 of 75 Hotels in Scottsdale
Certificate of Excellence
Ashland, Oregon
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
“Poor Billing Practices”
Reviewed 29 September 2012

The staff in the restaurant and in the bar are outstanding.

However, be advised that the accounting system will begin placing credit card charges in the amount that they feel necessary to secure their charges. They bill in advance (you are not trustworthy to pay your bill), and are impossible to get hold of to reconcile the account, if your stay is on a weekend.

I had to call my credit card company to refute the charges which popped up before I even finished my stay or charged anything. They also billed it in excess of the charges incurred by a large amount.

I will not stay at the Phoenician again. Since it is a Starwood property I include this in all future travel as an organization which I will avoid as much as alternatives exist.

  • Stayed September 2012, travelled as a couple
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Helpful?
5 Thank V H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PhoenicianManager, Manager at The Phoenician, Scottsdale, responded to this review, 3 October 2012
Thank you for recognizing the service provided by our restaurant and bar staff. We also appreciate your concerns in regards to billing. Please note that the resort placed credit card authorizations, not charges, on your credit card, which were released the following Monday. It is the bank’s standard practice to release authorizations within 3-5 business days from the check-out date. As with all services, we continue to review procedures to provide our guests with the highest quality standards, as defined by our AAA Five Diamond standing. We do hope you will visit us again, allowing us to demonstrate our commitment to those standards.
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2,152 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
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Traveller tips help you choose the right room.   Room tips (534)
Date | Rating
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English first
Chicago, Illinois
Level Contributor
80 reviews
50 hotel reviews
common_n_hotel_reviews_1bd8 118 helpful votes
Reviewed 24 September 2012

I was here for a business conference, and couldn't be more impressed with the facilities, food, and service. The rooms were large and truly different that the typical chain offering. The hotel maintains a collection of cactus plants immediately next to the property, and it is a delight to walk through. The pool area is pristine. Most of the meals I had were banquet service, but this was the kind of place where the banquet offerings are truly like a great restaurant meal. I was not able to bring the family, but surely will the next time. The setting, next to a dramatic and massive rock formation, is memorable.

  • Stayed May 2012, travelled on business
    • Value
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Helpful?
2 Thank chadchicago
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, 8 October 2012
Thank you for taking the time to share your experience as a business conference guest. Our culinary team works diligently to ensure our group offerings meet the needs of our clients, as well as the standards our AAA Five Diamond ranking represents. We are glad you were able to visit our signature pools and Cactus Garden during your stay. We look forward to welcoming you back to The Phoenician with your family, when you can further explore the many diverse activities and programs available for all ages.
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Queens, NY
Level Contributor
18 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed 24 September 2012

What a beautiful resort. I had absolutely no complaints. A true 5 star resort. The pools are great. The service is unbelievable. The staff is very friendly and helpful I would definately recommend and return!

Room Tip: Restaurants are costly. Dined around town.
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  • Stayed September 2012, travelled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
Thank VivianinNYC
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, 8 October 2012
We are so pleased to learn that you had a memorable stay! Thank you for sharing your comments with us. The highest levels of service are the mainstay of our AAA Five Diamond standards, which begin when you make your reservation and continue through your departure. We look forward to welcoming you back in the near future!
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Jackson, Mississippi
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 24 September 2012

The hotel is beautiful, room was top notch, and hotel staff was extremely nice. I attended a national business conference at the Phoenician in Scottsdale. The internet service was almost non-existent. I understand that the resort is built against Camelback mountain, but it seems to me that any location designed so well for multiple conferences would certainly have looked into the internet problem. The only spot I could get access was the cyber cafe - very inconvenient. If you are looking for a great get-away to play some golf and relax, this would be the place!

  • Stayed September 2012, travelled on business
    • Value
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Helpful?
1 Thank OnTheGo9961
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PhoenicianManager, Manager at The Phoenician, Scottsdale, responded to this review, 3 October 2012
Thank you for your kind comments regarding our luxury resort, guestroom accommodations, and staff. We greatly appreciate your feedback. We are currently undertaking a complete renovation of our Internet systems, which will certainly address and enhance services throughout the property, including all meeting rooms. We look forward to your return so that you may experience this upgraded service first-hand.
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Brooklyn, New York, United States
Level Contributor
33 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 21 September 2012

Pro's:
-Great location, mountainview- able to go hiking within walking distance.
-Beautiful hotel- nice pools, nice scenery.
-Staff was very friendly & helpful.

Cons:
-Internet service was not good- it kept going in and out, and we would have to keep signing in again. Had to have a tech come up and look at it, and it still was not much better.
-A bit expensive
-Not much night life in the area, you would have to travel off the hotel about 15 minutes.
-Be careful what room you are in. We had a mountain view, and read reviews so we tried to get an upgrade to a different section. When we were moved, the room we originally had was actually much better, so we ended up moving back.

Overall a really good experience if you are looking to get away & relax somewhere nice, but still want to have some time doing activities (ie: hiking, bike riding, tennis, etc.) We also took a tour bus to see the Grand Canyon for the day which was a great experience, though it may depend on who your driver is. Our guy was funny, so it was much better than renting a car to go out there in my opinion.

  • Stayed June 2012, travelled as a couple
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Helpful?
1 Thank niquee2
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, 1 October 2012
Thank you for your insight regarding your stay in June. We have responded to our guests' feedback, and have just completed a full wireless upgrade with the latest cat-6 wiring, featuring more access points to ensure you can stay connected while at our resort. Thank you again for your comments and we hope to see you again very soon!
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Boston, Massachusetts
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 20 September 2012

Very disappointing. Could not get a call back from the hotel's Sales Department about whether they had a conference room available for my group. I was double billed for not one, but two different stays at this hotel (one in August and one in September). The accounting/billing group doesn't not answer their phones and has not returned my phone messages. I've called over 20 times to get the refunds that I'm owed, but somehow after 20 calls the matter is not yet resolved. I'm also awaiting a return call from the GM, Mark V. Interestingly, the accounting group cites a known problem (CAUSING CUSTOMERS TO BE DOUBLE BILLED) that is related to a new software system. Apparently they have had this "known problem" for at least a month now. My advice to future guests...beware and check your credit card statements for double billings. Also, although this resort is generally beautiful, I paid extra for an upgraded room Starwood calls a Casita Room....don't go for this upgrade as these rooms are away from the main hotel building (inconvenient) and are dated.

Room Tip: Avoid the so called upgrades to the Casita Rooms (especially if you are paying for the upgrade) thes...
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  • Stayed September 2012, travelled on business
    • Value
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Helpful?
4 Thank MysteryShopper27
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, 8 October 2012
Thank you for taking the time to share your concerns. As part of our AAA Five Diamond culture, we strive to provide each and every guest with timely and effective service -- across all areas of the resort. We regret that this was not your experience. However, several of our team members did attempt to reach out to you in an effort to resolve the matters at hand. Please note that the billing challenges you encountered have been addressed and the necessary enhancements to the system have been put in place. If I can be of any assistance, please do not hesitate to contact the resort and ask for the Public Relations Director. We hope you will return in the near future so we can fully demonstrate our guest commitment.
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Littleton, Colorado
Level Contributor
46 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 18 September 2012

Recently stayed at the Phoenician and many of the positive comments are accurate. However, for a supposedly five star resort their is just some things that are off. The internet connectivity throughout the resort is awful, and in the conference center it is non-existent without paying for it. It even seems that they block the cell reception in the conference center to force you to use their wi-fi. I also have an issue with my bill that I have been trying to resolve. I have left 4 messages and have yet to have one call returned. All in all, I doubt that I will ever return to this resort. There is just too much competition in Scottsdale to deal with these issues.

  • Stayed September 2012, travelled on business
    • Value
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    • Cleanliness
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Helpful?
3 Thank Mdennis28
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, 3 October 2012
Thank you for taking the time to share your comments. We appreciate the feedback, which we regularly review as part of our standard operating procedures. We are disappointed, however, to learn of your dissatisfaction with our Wi-Fi offering. Please note that support is readily available to any guest who encounters an issue. In addition, we are pleased to report that a total refit of our Internet systems is currently under way, which will greatly enhance this service. We also regret any inconvenience resulting from concerns with your bill. Of course, our standard is to respond to any guest inquiry in a timely manner. Therefore, we are discontented with your experience. If I can be of any assistance, please do not hesitate to contact the hotel and ask for the public relations director. We hope you will return in the near future so we can fully demonstrate our commitment to providing AAA Five Diamond service.
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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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