The Phoenician, a Luxury Collection Resort, Scottsdale

The Phoenician in Arizona was a massive disappointment. Despite my partner’s Marriott Gold Elite status, a promised room upgrade was revoked, and the front desk’s dismissive response added insult to injury. Room service failed us twice, never delivering a simple knife and bowl for my service animal, despite the resort claiming to be pet-friendly. Dinner options were limited to the J&G Steakhouse, where the manager, Mike, behaved aggressively and unprofessionally. He physically grabbed my shoulder, verbally berated us, and questioned my service animal in a condescending manner. Although he eventually backed down, his hostility ruined our evening. Staff at the bar apologized, but the damage was done. The night manager’s offer of two glasses of wine was insulting, and no meaningful resolution was provided. Mike’s behavior was unacceptable, and it’s shocking that this has reportedly happened before. For a resort that claims 5-star status, the experience was appalling. Avoid at all costs.

Located at the base of Camelback Mountain, the Phoenician delivers on all fronts. It's an excellent spot for a family spring break vacation, a business meeting, or a girl's trip. The rooms are spacious, and the hotel attendants are friendly and helpful. If you like breakfast, this is the place for you. It's consistently delicious, with many options, such as made-to-order homemade omelets. There is a lavish spa for an apres-hike indulgence, golf, tennis, swimming, mountain biking, and hiking, and don't forget to check out the shopping in Scottsdale if that's your thing. The fitness facility is not too shabby, and it has panoramic views. The pools are clean, pretty, and well-attended. If you have kids, there is plenty for them to do. There is something for everybody.

We had an outstanding stay and experience at this exquisite resort , thanks to Tiffany. We were celebrating my husband’s birthday and she made it extra special. The entire staff is wonderful but Tiffany really went out of her way and continued to follow up with me to ensure that our stay was extraordinary. The resort is beautiful and relaxing- if you are looking for somewhere special this is the place.

Day before arriving, (12/30) I called to confirm my stay as I had booked with AmEx. Was told by Brad the reservation was cancelled. Spent over an hour on the phone with AmEx to learn Marriott didn’t have permission to cancel AND had not notified myself or AmEx. Brad was seemingly helpful, but suggested to me to “re-book” which would have been at a higher rate. I refused and AmEx resolved that issue. Arrived the next day (12/31) at 130 and checked in. At 4 pm, the advertised checkin time, my room wasn’t ready. At 4:35 I went to the front desk and was told the room wasn’t ready, BUT if I wanted to move to a lower level floor they could check me in. One person, who I won’t mention by name, for fear of him being punished for his honesty, told me point blank it was a lesser room than I had booked and paid for and not to move. I then asked to speak with Brad, who acted the day before as if he was in a position of authority. Brad told me the room wasn’t a downgrade and if I “really wanted to check-in then I should just take the room that was available.” No, thank you and you are dishonest. When I asked for my 5 pm dinner reservation to be moved, I was questioned why that would be necessary. Let’s see, it’s 440, I’ve been traveling, need to change and YOU still don’t have me in a room. Reluctantly, Brad/Bryce called and moved the reservation to later. From there we had the worst service. Waited for service EVERY single time at Mowry & Cotton. Ordered hot tea with drinks, it came out 20+ minutes later. Ordered more cream cheese for a bagel, it never was brought. Plates stacked everywhere outside from the breakfast buffet, including on our table inside, and no server to clear or clean them up for 30+ minutes. Birds flying everywhere and eating off plates because it was a mess anytime we dined outside. Felt like we were dining in a scene from the Birds movie! The bird man did what he could to keep the birds away, but nothing helps when dirty dishes are left sitting for lengthy periods! On 1/3 the server outside at Thirsty Camel was painfully slow. Ended up going inside to get more drinks where she proceeded to make a comment about us not waiting. We waited and waited AND we were the only people outside. Glasses and plates stacked outside and not cleaned up for over an hour while we sat there. We ended up moving all the glasses to the other side of the fire pit to get them out of our way. Amanda, at the pool, was great. She was kind, prompt. She deserves a raise. I stayed at Phoenician Suites years ago and the service was impeccable. I convinced my boyfriend and his kids to join us this trip and was embarrassed I recommended this hotel. I can unequivocally say the service was not 5 star, in most cases it was barely a 2. There is ZERO reason to return and pay the prices being charged and receive terrible service. Brad is in serious need of being trained! Calling yourself a 5 star resort is like Carnival claiming to be a 5 star cruise ship. I don’t cruise, but if I was, it wouldn’t be on Carnival. I do enjoy 5 star resorts, but NOT this one anymore. Sadly.

Hotel was beautiful with comfortable and well-furnished guest rooms. The food options were great with impeccable service. I would give 5 stars, but the resort aspects of the stay were lacking, particularly the pool service. Maybe it was just the day I chose to swim (Dec 27), but there was only one (1) pool server for over 40 guests enjoying the adult pool. Never once in over 3 hours of laying out and swimming was I asked if I’d like to order anything. When I spoke up to the attendant I was told the server would be right back, but ended up having to just go to the bar to self serve for drinks and a now late lunch. Not what I’m used to from stay at other Luxury Collection properties or St. Regis/FS resorts I’ve been to. Other than that, a great holiday stay.