The Boulders Resort & Spa

OK. Nothing is all bad on any trip. So in fairness to some of the great employees of the Boulders, I need to first recognize a couple of superstars: Jelena was Awesome! She waited on us several times at various restaurants on property. And she was the bright spot. Kathy and Chris were also great & waited on us at Palo Verde and The spotted Donkey. Bill (bellman) was great as well as Chris in the golf shop and David at the Tennis Center. So let me explain where things went wrong… Our flight arrived very early into Phoenix so we opted to go to the hotel for breakfast. Our weight to be seated was longer than it should’ve been. No big deal. But,Toni K. came to seat us and my wife asked about sitting outside. She asked Toni if it was hot outside to which Toni said “well, you just came in from outside” in a very rude manner. What my wife was asking, was whether or not they had areas that were not in the sun. So, we opted to go outdoors and there were two tables that had shaded but had not been cleared yet. We asked if it was possible to be seated at one those two tables. Toni again with attitude sad “well, it will be a while”. , We sat down at a table in full sun and later move in that table. It was awful Customer Service. We later that Toniis the manager the restaurant. In my opinion she is wearing the wrong hat. We encountered her multiple times during our day and she always had a sour demeanor. Jelena on the other hand was so kind and so focused on us. Since we had mini meals on site, we started asking for her. She was amazing! We had two other issues both involving the front desk. One night we had reservations at the spotted donkey one of the on site restaurant. Wetexted the front desk for a shuttle. They kept telling us it would be 3 to 8 minutes. After 20 minutes, I fixed it again and the same message. After 40 minutes I texted it again. Finally, after 45 minutes waiting for the shuttle, we were picked up. The shuttle driver had no idea we needed a shuttle. So I don’t fault them. The next day, my wife and were at the main lodge swimming pool. Our friends at the Villa and called for a shuttle. After 20 minutes of waiting, they started walking to main lodge and were picked up by a lady who lives inside the Boulders. Apparently, the communication between front desk and the shuttle drivers needs some work. It’s very frustrating when getting the same message over and over that they are on their way when they are not. My last issue also involves the front desk. Our rate included breakfast every day for people. What that really means is each person has a $25 credit for breakfast. When I checked out, I noticed we were not getting full credit, I reached out to the front desk to let them know that we were missing credits. The people at the front desk refused to issue the remaining credit. So, I asked to speak the general manager. Her name is Maria, but she was not in. I called for Maria and left a voicemail the next day. A little later, Maria texted me to let me know she had issued the remaining credit. It was something that never should have gotten to that point. Because, it was just another source of frustration. Here’s my take. The last time we were in Scottsdale, we stayed at The Four Seasons. Both properties are a bit older and a little tired.But, the people make a difference. Key people in key positions can make or break a trip. The people at The Four Seasons treated us so well. We never had to open a door. People were always asking if there was anything we needed. It’s just a classy place. Granted, their facilities were probably a bit nicer than the Boulders. But, it’s easy to overlook a few things when you are treated like a valued guest. That is what was missing (from the start) at the Boulders. Toni set the stage from the time we walked in. Her comments were snarky and rude. Even her countenance was bad. I saw her interacting with several people and she never smiled. She seems to be wearing the wrong hat. Will I go back to the Boulders? No. There are so many places to stay in Scottsdale. I have stayed at several upscale properties that are much more welcoming. And, as a Travel Agent, I certainly can’t recommend this to anyone that I book for. Do better, Boulders.!

Spotted Donkey / Boulders restaurant Great service & food recommendations by John White

My family and I had dinner at the Spotted Donkey Cantina. The food was excellent. We had the chips and salsa, margaritas, tacos and the surf and turf burrito. The best part of the experience was John White’s service. We sat in the bar and he was charismatic, attentive, and knowledgeable. It’s been awhile since I’ve had such great service. We will definitely be back.

This is our second trip to the Boulders for our anniversary. Always a pleasure to stay. The entire staff are amazing! Especially the staff! Sintha was fabulous! Thank you for another amazing trip.

Elena provided exceptional service while enjoying our breakfast in the dining room. 10 of 10. 👍