Omni Scottsdale Resort & Spa at Montelucia

Amazing and beautiful resort. Staff goes out of their way to make you feel welcomed. Grounds are immaculate. Rooms are stunning and clean. Views are breathtaking. Had a wonderful, fun and relaxing stay. It was a great trip for a family wedding

This property exceeded our expectations, it has a unique, European feel. Not at all like other resorts that all look the same. The website photos look like the rooms are a bit outdated, but thats not the case at all - they were upscale, classic, and clean. The property was beautiful and easy to get a short Uber ride to Oldtown Scottsdale. Beautiful pools and grounds for walking/dining on the property. Our interaction with every single associate was pleasant, from the valets, to the front desk, dining/waitstaff, pool attendants, and housekeeping. Special shoutout to the following who went above and beyond! Avery at the front desk, Jayvon the barista at Crave, Andre the server at Centro Lounge, and Anne Marie with housekeeping. We will be back!

My wife and I stayed at the Omni Scottsdale Resort & Spa at Montelucia for two nights. On the positive side, the entire staff was amazing, very helpful and kind. The landscaping crew worked very hard each day. The bed and pillows were comfortable and the pool temperature was perfect. The following are some issues we noticed during our stay that we felt needed attention and were not up to Omni standards. The main pool was literally overflowing during our entire stay and needed a good cleaning. Half of the jets in the Jacuzzi in the main pool area were broken and did not work. There were multiple cracked, broken and missing tiles in the main Jacuzzi. Upon arrival, I called the front desk and requested a larger bathrobe since I’m a larger man and was told they only have one size and couldn’t fulfill my request. We noticed many guests walking along the pathways around the resort at night. The pathways are very dark and the lighting is not adequate. An elderly person could easily trip and fall or if there was a rattlesnake, you would not be able to see it. We were almost hit by a speeding golf cart after dinner and had to jump out of the way. Many of the pool chairs were broken and/or were very dirty. The handrail going into the pool is broken and wiggles back and forth. We noticed wood rot around the top of some of the buildings (specifically near the main pool area). Missing bricks and cracked stucco in the main pool area and around the resort. There were many overgrown bushes and shrubs that have obviously not been trimmed in months. In addition, we experienced some broken golf carts which are used to transport guests to and from the rooms. I did discuss a couple of minor issues we experienced during our stay with reception during check out, such as a power outage we experienced in our room one night in addition to connection problems with our TV during our entire stay. The front desk graciously waved our parking fee for two nights and covered our bill at one of the restaurants; however, I feel management needs to address the many additional maintenance issues noted above. I understand it’s a very large resort and it takes a lot of work to maintain such a massive property; however, I believe every guest should be able to enjoy it and have an exceptional experience, especially when visiting a higher end resort. Unfortunately, we left our trip very disappointed.

From the staff to the property to the rooms, this resort, far met our expectations. Their attention to detail didn’t go unrecognized. Every staff member was so pleasant and friendly. The resort itself is absolutely beautiful. Our room was clean and comfortable, and we especially enjoyed the balcony. Also, a big thank you to Carlos for taking his time to speak to us personally. He made us feel comfortable and welcome. We look forward to our next visit!

For years I have supported the Omni, locally and in other states. I have held the highest tier loyalty status with the Omni for greater than three years. Although the Omni Montelucia has been "remodeled" it is all the same carpet, fixtures, furniture, with lighting fixtures painted white, new blackout curtains and new bedspreads. Things began to get rocky when I complained of double billing, folios with taxes of services and resort credits, erroneous room charges, undisclosed excess resort fees and improper hotel and local TPT taxes assessed on resort packages and spa treatments. It took months to get some corrections resolved. The Omni Hotels have been sued my numerous state Attorney Generals for these deceptive, criminal and unlawful practices. After a horrible experience in May 2024, when the GM locked my myself and family members out of our room, then sent in housekeeping go through our belongings and turn the room for a new guest. On October 10, 2024, still an Omni ICON member, I booked a late stay exercising one of three Free Nights to be close an appointment for my sister the following day. We booked at the Omni Montelucia located in Paradise Valley, Arizona--after Tempe stated they were unable to honor the Free Night stay and the Omni reservation line was down or closed. Patty, at check-in, stated the hotel was"sold out" and that there was no rooms available. After refusing to check me in, she found a room--where the help sleeps. Further, she did not offer water, drink tickets, or the upgrade earned by ICON members--the highest loyalty tier ($8,000+ annually). After another guest arrived to check-in, Patty was able to find several buildings with rooms, then offered an "double queen, pool-side view room". When we arrived our room, we realized that Patty had failed to activate the keys. We waited for maintenance to come and let us in. His key did not work. Our "poolside upgrade" had the same old filthy carpet (see picture), linen fitted sheets that had not been changed, and black mold in the shower (see picture). Once in the room, our front door would not open from the inside--we were locked in. So we called the front desk and requested Patty send someone to fix the door. The following morning, still locked inside (the patio doors were accessible), Rob Goins, GM called my cellphone and immediately began screaming that we needed to be off the property, I informed him that the would not disrespect me again and that I was disconnecting the call. I cleared the call and he immediately called my cellphone again. Then began repeatedly called the landline. Mr. Goins is an enraged, uneducated, unprofessional lunatic. He then checked us out of the hotel room--hours before check out--and later sent the "brand ambassador" to our door, as we had a reservation. I called the Omni Guest Relations and informed them that we feared Mr. Goins, he had been screaming in a manner so irate that his words could not be understood and if he contacted me again or brought that drama to the door I would immediately call 9-1-1. We left our keys in the room and allowed housekeeping to enter prior to our departure. After we departed, the Omni wrongfully charged hundreds of dollars on my AMEX card. This in addition several other unreimbursed dollars that the Omni refused to resolve or pay--initially they stated it the 2022 records had been archived, then they had an "electronic system hack" last spring (for which I was never notified of a security breach). As of this date, I written a demand letter, however the Omni's statutory agent on the Arizona Corporation Commission website is invalid (this is unlawful). On October 15, 2024, I demanded the new statutory agent's name to send a demand letter and have yet to receive a response. I intend to be made whole by the Omni Hotel & Resorts, and have given then notice of my intention to litigate, if necessary. If you have similar issues with the Omni Hotel or its brand, I recommend that you file a complaint with the Arizona Attorney General's Office and seek legal counsel.