TripAdvisor Traveler Rating

Housekeeping stole my Valentine's Day stuffed animal from my bed on the day before the holiday. I informed the hotel within hours of the theft and filed a lost item report immediately, but of course it was never found. The hotel offered absolutely no compensation for the stolen item. Considering the rooms are $300+ a night, you'd think they'd hire staff who buy their own gifts instead of stealing from guests, or at least make up for the thefts. Despicable.

My wife booked two nights at Arizona Grand as a package deal for her nephew's wedding. About 30 minutes on the I-10 from the hotel we get a phone call that we are being moved to the Sheraton because of a mishap. No explanation, just for one night we are being set up at another hotel. My wife argued that not only did she reserve the room six months prior, but she also confirmed the reservation a week prior. The whole point of staying at the AZ Grand was to be close to family. Now we are being displaced away from family and sent to another hotel. When we asked how early we can get our room the next day to prepare for the wedding we were told as soon as possible. On top of losing our reservation we were not given a reason why we were being displaced such as double booking the room, maintenance issues, water leaks, not even "hey we messed up". By the way, this happened with two other family members who made reservations. So we were placed at the Sheraton Resort and Spa for one evening. It was beautiful, lovely staff and wonderful room, but an inconvenience for a special event. The next morning my wife, politely but firmly, called AZ Grand management and ensured that one of two things happen. Az Grand either ensure we have a room available by no later than 1230pm or they call the Sheraton and extend our departure time to 2pm so that we could prepare for wedding, go straight to the venue, and check in late in the evening. At 1100am they called us stating our room was ready. AZ Grand management made things right by doing two things. First, they put us at the Sheraton Resort and Spa and it was gorgeous (also more expensive). Second, they upgraded our room which was very, very spacious and a great view of their lake. This is the only reason they are getting three stars or I would have given them less. The AZ Grand, for the one day we spent there was very nice. Very clean and staff friendly. It is worth the stay, but if management calls you stating your are being displaced ensure they put you up at the Sheraton.

Neat atmosphere, very quirky. Pool closed at 5, we didn’t get done with events till after 3 and then there was zero servers in the pool area unless you walked up to the bar. They blocked many of the driveway access to our room, I finally had to jump the curb to get to our parking area. The staff was amazing, the food was good enough but I’m not picky. It appears to be quite old but they seem to keep up with the maintenance. Our room was fine and our housekeeper was excellent

Pros: Best massage and facial ever at the spa - the practitioners were highly skilled and very knowledgeable. I will return for appointments with them! The staff throughout the hotel is very friendly and warm. The lap pool is heated and beautiful. Cons: Honestly, the music loudly piped into and out of everywhere at the hotel is horrible - 70's and 80's pop and rock - so loud from the water park that it ruined the adult quiet lap pool experience. It was still going strong throughout the lobby at 5:30am. So dated and awful. Our villa was very clean and pretty and comfortable - I would return if they would enter this decade/century in terms of setting the ambiance throughout. Also, food and drink prices were very high - as were spa fees. I booked the spa thanks to a text offering a pricing special. The management is not doing the wonderful staff any favors here - adjust pricing, play music that is more current and upbeat or spa-like (or no music) and you have a winner. Now, things feel off.

The hotel was at 90% capacity when we stayed in Jan…I expected this ti be a problem but it was not a problem at all! 1. Quick service with golf carts, room needs and pool food (get the $100 cabana on Resort Pass so you don’t have to wait in the bar line). $20 chicken tenders but 10 tenders were in there-amazing! They didn’t mind our kids snacks/waters we brought in. 2. Great food at both restaurants! It’s expensive, feel free to Door Dash (food) or instacart (groceries). The fridge fit three bottles of wine, 6 pack of soda, and 3 packs of fruit and some cheese sticks. The food service was fast and friendly. We did not order room service. 3. Comfy king bed- it was amazing! . The pull out couch is meant for kids, get extra blankets if you want more padding 4. Pools- there are 2 pools for every “group of rooms” plus the Oasis water park- so many options! 5. Water park- check their website for current closures or updates. It’s a great place, lots of towels, fun for all. 6. The grounds- absolutely gorgeous and maintained very well. Tons of little corners to find fire pits, lounge seating, grassy nooks. We did not golf or visit the spa. We came with a 5 and 6 year old. GREAT HOTEL, amazing staff- thank you!