Pointe Hilton Tapatio Cliffs Resort

I normally don’t write reviews, but people need to be aware. Called to confirm our reservation, the first call to customer service was horrible, rudest person I have spoken with, she hung up on us. Called back a second time and spoke with Angie, she was more concerned about getting a good review on trip advisor than helping me. Said she would send confirmation to my email, never happened. Seven calls later Mason was very helpful and sent confirmation. Now at the resort. Tv was broke, fridge did not work and the shampoo bottle hanging on wall was broken and leaked all over tub. Had to ask twice to get these things fixed. Felt like I was an inconvenience and I am a Hilton member. Staff is rude and does not seem like they enjoy their jobs. Would not recommend this resort.

The phone operator ANGIE was excellent in understanding my handicap needs and placing me in a room that was best fit for me and my family. She was very sweet. I had a great stay in that room. Bellman RICHARD was charming and extremely helpful in getting my luggage placed in the room and making sure I was in a handicap parking spot closest to the room.

I recently reserved a room at this Hilton for my daughter and her husband. They had a great time and the staff was fantastic. They really went out of the way to make their stay as comfortable as possible. Even upgraded their room. I am glad I am an awards member and will always look for Hiltons to stay.

We just completed three nights at this resort. Key things we were looking for with our stay: clean room, heated pools, and a resort with a relaxed atmosphere and Southwest feel. This resort nailed it in every way. Room: We were upgraded to a resort view king. The room was spotless. Some areas like the tub tile and fridge were dated, but nothing was weathered or in disrepair. The bed was extremely comfortable and on par with what I expect from Hilton. Resort/Pool areas: So much to do! The resort is sprawling and fun to explore. We saw no areas of “crumbling concrete” as I’ve seen mentioned in other reviews. Everything was clean and in good condition. There are plenty of points to lookout and see the mountains surrounding the valley. While we didn’t use them, the tennis/pickle ball courts were brand new. Additionally, the North Mountain trails are accessible from the hotel property. We didn’t see every pool, but visited at least 4 of them. All of them were heated to a warm temperature to swim (this is January). Hot tubs were perfect temperature. Pools were open late, until 11, but noise was minimal. Poolside service from Mark and Paige was top notch. The Falls is a neat area just to sit and listen to the waterfalls. Check in/customer service: Our flight arrived early and we were at the hotel shortly before 1pm. Thankfully our room was ready! Gabby was helpful and arranged us an upgrade with a room close to The Falls pool area. I only received the Hilton Honors Gold credit for one night of my stay, despite asking at checkout. I’ll be following up with the hotel about this. Minor short fall: We requested a crib at check-in and additionally via text. I had to see the front desk twice to get one brought to our room. A complimentary service, but still frustrating when you have little ones with no where to put them when it comes bed time. The front desk was apologetic and the crib beat me to the room by the time I returned from the front desk the second time. Overall: If you are first timer to the Phoenix area and looking for a place that will allow you to explore, enjoy the weather poolside, with great views, and that is affordable - Look no further. We found our annual January “thaw” vacation spot. Can’t wait to come back! For what it’s worth - I am a self proclaimed hotel snob and frequently travel for work (airline crew).

Location location location!!!! Yes the setting is gorgeous, however, This whole property needs a redo--- and with as many buildings as they have I would think shutting 1 building down at a time they could do this---- It was like being stuck in the 1980s albeit ever so clean and neat. We appreciate a small fridge in room w coffee maker-- but where's the small microwave for instance? The bedroom was separate from sitting and bathrooms.... Missed having towel racks in the shower room. Most of all the outside is the part that just screams Redo Me Now!!! The color scheme ---- o boy!!! See the pictures.... judge for yourself.