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“No maid service for short stays”

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Los Abrigados Resort and Spa
Ranked #41 of 48 Hotels in Sedona
Medford, Oregon
Level 4 Contributor
32 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“No maid service for short stays”
Reviewed 21 May 2014

I just returned from staying here, in a 1 bdrm "suite" for 3 nights. A couple things you should know about Los Abrigados... If you're staying for just a few days, you do not get ANY maid service. They do not tell you this on check-in. If you want your room trash emptied or more coffee, you must call and request it. Plus, one-bedroom rentals do not get an assigned parking spot, while 2-bdrm renters do. Parking can be a real challenge when the property is busy. I had to drop my mother off near the room and go cruising for a parking space a few times. This for $257/night!

  • Stayed May 2014, travelled with family
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    • Cleanliness
    • Service
Helpful?
3 Thank Beth B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Chandler, Arizona
Level 3 Contributor
13 reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 20 May 2014

Another long review on this resort, but it all needs to be said.
Our family traveled from all over the country to attend a wedding at this resort – chosen because the bride and groom wanted the best of the best for their celebration. We'd always heard it was this place, L'Auberge, or Enchantment. To be fair, let me just begin by saying the grounds are gorgeous. And the area down by the creek where the wedding ceremony was held was picture-postcard perfect. I can’t imagine a more beautiful spot for a wedding. Pool area was also nice, and the Jacuzzi was large and clean. Its really a treat too that the grounds are a short walk to Tlaquepaque which is right next door. So much potential, but that is where the niceties end…
The “can’t do” attitude started with our very first exposure to Los Abrigados when we called to make our reservations 3-4 months in advance. This is word-for-word how the conversation started (without using real names or dates): Me: “Hi, my name is so-and-so, and I’d like to make reservations for John and Mary’s wedding on (insert date).” After a strange, uncomfortable pause, the resort rep in a pompous voice says: “Sir, I don’t know who John and Mary are”. Are you kidding me? Who says that? And how many John and Mary’s do they have getting married on that date? This woman somehow was able to make me angry in less than 10 seconds, about an event I was happy and excited about. And it went downhill from there. Can’t pay to upgrade the room to 2 bedrooms because only one bedrooms were blocked for the wedding, can’t guarantee a ground floor for our 80+ year old parents, can’t guarantee the wedding party will be in adjacent rooms or even in the same building, won’t even discuss early check-in or late check-out. This was one of the most unpleasant, repulsive people I’d ever had the misfortune of talking to, and she was the first point of contact for a 5 Star resort! If I hear the words “can’t guarantee” one more time in my life I’ll scream. I was furious when I hung up. And it wasn’t just me. Every single person in the wedding party had a similar horrible experience booking their room, to the point where many of them just gave up, stayed elsewhere, and drove to the wedding.
And of course, not one of our requests were granted – except thankfully my parents did get a ground floor room. Check-in is at 4:00, so we asked 3-4 months in advance for early check in, then called again the day before. We arrived at 11:00AM for the wedding rehearsal and were told we were on “the priority list” and to come back at 2PM. We thanked them for that and returned at 2 PM. The guy at the front desk who never looked me in the face said (in the most smug voice possible) “Sir, we don’t do early check in - who told you to come back at 2PM?” Wow. We periodically called all afternoon and our rooms were finally ready at…you guessed it….3:55PM. My elderly parents sweated by the pool for 4 hours. While most places have an 11AM check out and 3PM check in, this one has an unsurprisingly inconvenient 10AM checkout and 4PM check in and seemingly do their best not to break that rule. Our wedding started at 4PM, but hey, we were told anyone was welcome to change in the spa. Gee, how convenient. Once we checked in, our family was spread out all over the resort in different buildings, despite the fact that guests we didn’t even know were checking in all around us, so it clearly wasn’t due those rooms being unavailable. Maybe room scheduling logistics make sense to people in the hotel business, but to a guest it’s just sad and disappointing. Like any normal family, more than anything we wanted to be together, and they knew this months ago when the wedding was booked. But as you’re now getting a sense, nothing about this resort is about the guests.
Once we arrived, it was like death from a thousand cuts because countless other things just beat you down over and over again. The electricity went out in the mother of the groom’s bathroom 2 hours before the ceremony and of course no one showed up to fix it so she did her make-up, hair, and other preparations in the kitchen. The tiny bathrooms in this “high-end” resort are right out of a Motel 6, with 1970s plastic crystal fixtures, a dirty tub/shower combo unit, and corroded brass fixtures. Earwigs were found both mornings in the sink, tub and resting on my wife’s toothbrush. They programmed our door key to “expire” after 24 hours, even though we were staying for 2 days so I had to hike back to the front desk to get new ones while my family stood at the door for 15 minutes. No apologies, just “here’s your new keys”.
And then there’s the ceremony. If it wasn’t for the extensive planning of the bride and family, this event would have been a disaster had it all been left to the resort. The bride and groom were told golf carts would shuttle the elderly from the ceremony to the reception room later that night. None showed up and we had old people traipsing up and down stairs and hiking across the grounds at night. They were told the resort staff would help tear down all the wedding items after the ceremony and stack them for loading. No one showed up and the wedding party ended up doing it themselves and showing up late to the reception room. The bride actually called to ask where the promised help was – YES, between the ceremony and the reception –and the resort person ARGUED WITH HER ABOUT IT! During her own wedding! Unfathomable. That actually was the final straw prompting this review.
I say this final comment with complete sincerity…the entire staff needs to be fired, and/or a professional customer service training company hired. Its THAT bad. Other than the rooms needing an upgrade, most issues could have been somewhat smoothed over by an accommodating, friendly, caring staff, which one would expect at a place like this. They’d better continue to get a lot of new patrons because it is doubtful they will get many return visitors.
And a note to the person(s) dutifully responding to all of these negative reviews on TripAdvisor…please spare me one your canned responses. When a resort has an understandable mishap, you can apologize and make it right. In fact, a person’s overall impression of a business can actually be BETTER because of a mishap due to the positive way it is handled by the staff.. But when the entire culture of a service oriented facility is this sick, you’ve got a long road ahead if you want to actually become a 5 star resort. This behavior would be inexcusable for a 2 Star resort. Our whole family said later, it was a beautiful wedding – despite the resort, not because of it.

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
13 Thank triton76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
diamondresorts, Manager at Los Abrigados Resort and Spa, responded to this review, 25 May 2014
Thank you for taking time to share your concerns with us regarding your recent visit to Los Abrigados Resort & Spa. First of all, please accept our sincere apologies for the numerous issues you and your family encountered during your visit including the manner in which we responded to your inquiries. We certainly realize how very important it is that we improve our communication internally, and keep all team members well informed of upcoming events so they may appropriately respond to our guests and in a professional manner. It is clear that we did not live up to our standards or yours in this case. We understand that we are not perfect, and will use your constructive comments as a guide to show us where there are shortfalls in our service and remedy them to prevent an incident such as this from occurring again . Our General Manager welcomes you to reach out to him at the resort or let us know how to reach you, as we would like to learn more about your experience and offer a personal apology. We have already had the pleasure of speaking with the Bride’s mother after reading this, who was nothing but complimentary regarding our service of her daughter’s wedding. We have high hopes that our attempts to address and resolve your concerns will exceed your expectations as well. We appreciate the time taken to share your experience with us and very much hope to have the opportunity to receive a response back from you soon so that we may have the chance to attempt to offset the difficulties you experienced. While we cannot take back the unfortunate events that transpired during your stay and event, please know that we will wholeheartedly address each issue internally. Thank you for expressing your concerns with us. We hope to speak with you soon.
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Travellers are raving about these Sedona hotels

Mesa, Arizona
Level 3 Contributor
15 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 15 May 2014

My husband and I have stayed here twice both in December to celebrate the holidays and our anniversary. While it may not be the most up to date, I simply love it. We enjoyed our fireplace and cozy little room. I love the location as you are walking distance to Tlaquepaque. I would most definitely recommend going in December so you can see the Tlaquepaque Festival of Lights. Highly recommend staying in the Tlaquepaque area and this Resort is perfect for me.

Room Tip: We stayed further away from the actual resort and how it was secluded.
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  • Stayed December 2013, travelled as a couple
    • Value
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Helpful?
1 Thank Elizabeth A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
diamondresorts, Manager at Los Abrigados Resort and Spa, responded to this review, 21 May 2014
Thank you for joining us during your recent couples retreat to Sedona. Your valuable feedback means a lot to us and we thank you for it! We are happy to hear you not only enjoyed your stay, but loved it! We look forward to being able to accommodate you again in the future.
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Killeen, Texas
Level 5 Contributor
85 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 13 May 2014

We last visited Los Abrigados two years ago and were very disappointed. We just returned from a fabulous week in Sedona and enjoyed every minute of our stay at the newly renovated Los Abrigados. We were thrilled with the Handicap Suite and its accessibility. The counters were extra low to make it easier for wheelchair folks. The roll-in shower was perfect. They have also renovated the pool area complete with lifts for the swimming pool. It is still a bit of a challenge to find the perfect path to get around the walkways with a wheelchair, but it is Sedona where everything is built on a hill. The staff was very accommodating and eager to please. They were always willing to help whenever it was needed. Everything was clean and shiny making our stay terrific.

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank oicrnow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
diamondresorts, Manager at Los Abrigados Resort and Spa, responded to this review, 21 May 2014
We are pleased that you enjoyed your stay with us at the Los Abrigados Resort and Spa. Thank you for taking the time to submit your review and for noticing the extensive upgrades and improvements we are making to modernize the resort and optimize guest satisfaction. Los Abrigados Resort & Spa is committed to providing wonderful visits for all our members and takes into consideration the needs of those who have a disability or an access requirement. We look forward to being able to accommodate you again in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kemptville, Canada
Level 3 Contributor
21 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 13 May 2014

We spent May 3rd to May 10th at this resort. We were greeted with big smiles, which made us feel much better after travelling 12 hours to get to Sedona. But even though we were dead tired we were referred immediately to the concierge desk, which we were weren't interested in at that moment and it could have waited until the next day. We found the concierge desk to be somewhat pushy and only interested in selling us tour packages. It was a nice touch that they gave us a choice of 3 units. We chose one with a patio on the bottom floor in building A which is at the back of the resort were it was very quite. Our patio overlooked a courtyard with a water fountain. We saw more species of local birds in the courtyard than we did any where else in the Sedona area, which was just great. We also could see a side view of Cathedral mountain from our patio. We didn't bring our computer so we used the free computers in the lobby. It was a little cooler there when we visited so we didn't use the pool, which was about a 5 minute walk from our unit. We had to drive to grocery stores.
The unit was well equipped, clean with a comfy bed. And although some previous reviews indicate that the resort is dated, we didn't find that is was because it has a definite south western décor which if the rooms were decorated more modern wouldn't fit the theme. I really liked the decorating, The furniture was all new, the only thing that need updating was the shower/tub. The unit was a 30 seconds away from a laundry room and ice machine. Over all our stay there was 4 out of 5, Recommended for sure.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank RSimpson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
diamondresorts, Manager at Los Abrigados Resort and Spa, responded to this review, 21 May 2014
Thank you for allowing us to host your recent stay in Sedona. It is wonderful to hear that you enjoyed your room, our friendly team members and the variety of accommodation types to choose from here. Many past guests, like yourself, have enjoyed our decor and have complimented the home like feel of the resort-Thank you. We sincerely hope to be your resort destination during your next vacation to Sedona!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Willow Springs, Illinois
Level 5 Contributor
46 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 13 May 2014

We exchanges a Marriott property for Los Abrigados Sedona via Interval International. The location was superb but the 1 bedroom unit we had (N212) was quite small and "tired". We really didn't care as we were out of door quite a lot. The "kitchen" area was very small with basic appliances and silverware. The unit did not look as if it had been updated since the 80's. Diamond Resorts was trying to get you to commit to their product but if this all we saw I would say no thank you. We did attend a timeshare presentation with our gift a $100 Visa gift card. The presentation went well beyond 90 minutes and the reps were quite pushy. They would not let us go! So, I would say keep your time and skip the presentation. The pool was heated salt water and was ok. We hiked quite a bit and returned in the late afternoons. By that time there was no more sun - probably a good thing in the hot summer. We would have liked to take the sun for a while. All in all an OK week. Nothing to write home about.

Room Tip: Didn't like N212
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Harvey J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Arizona
Level 5 Contributor
63 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 13 May 2014

Went with my SO and his family on a timeshare, and stayed in the Celebrity house? I forget the actual name of the hotel room. Great sized kitchen, fireplace, laundry area, everything you could need for an extended stay. Also (not sure if it is due to the room we had) we had our own heated swimming pool and jacuzzi...WONDERFUL touch. The walkways were beautiful and everything was well kept up despite some areas being dated. I don't know what the cost would be if it weren't on a timeshare but it was a fantastic stay, and within walking distance of all the shopping and restaurants at Tlaquepaque. Would HIGHLY recommend.

  • Stayed November 2013, travelled with family
    • Location
    • Rooms
    • Cleanliness
Helpful?
Thank melisandre04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
diamondresorts, Manager at Los Abrigados Resort and Spa, responded to this review, 23 May 2014
We are really pleased and delighted to hear that our accommodations, activities, amenities, and location exceeded you and your family’s expectations here at Los Abrigados Resort. Yes, you are correct; the name of the 2 bedroom unit you stayed in is called “Celebrity House”. At 1,540 square feet, it is one of the larger 2 bedroom units on site. Your recommendation is greatly appreciated. We look forward to seeing you, your SO, and your SO’s family again very soon in the near future.
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Additional Information about Los Abrigados Resort and Spa

Property: Los Abrigados Resort and Spa
Address: 160 Portal Ln, Sedona, AZ 86336-6149
Phone Number:
Region: United States > Arizona > Sedona
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Spa Hotel in Sedona
#11 Top resorts Hotel in Sedona
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Los Abrigados Resort and Spa 3.5*
Number of rooms: 175
Official Description (provided by the hotel):
A luxury resort and spa in Sedona, Arizona. ... more   less 
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Also Known As:
Los Abrigados Hotel Sedona
Los Abrigados Resort Spa
Los Abrigados Spa
Los Abrigados Resort And Spa Sedona, Arizona

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