TripAdvisor Traveler Rating

The most frustrating part of this experience is that the entire reason for our stay was to get a good night of sleep after a long weekend of sports with our kids. Instead, when it was time for bed, our children were left with a pull-out sofa that had only a sheet on it, with no blanket and no pillows in the room. We booked a suite for 2 adults and 2 children, and the room was clearly sold as sleeping four. That means it should have been fully prepared with proper bedding for four people before we ever walked in. This is not an extra request or a special accommodation — it is a basic expectation. After submitting a request for bedding, waiting about an hour, getting no response to a follow-up text, and then being told the hotel was out of pillows and blankets because it was fully booked, it became clear that the hotel was not equipped to provide the most basic necessities for the room it sold us. That is unacceptable. Telling a family that the hotel has no pillows available and sending up sheets instead is not a real solution. My kids should not have been in a position where they were expected to sleep without a pillow or blanket at a resort of this caliber. For the rate charged and the reputation your property presents, this was a major failure in preparation, customer care, and basic hospitality. This issue was made worse by the overall lack of service. Check-in felt cold, we were not offered help with our bags, and no one seemed to take real ownership of the problem once it was reported. Mistakes happen, but how they are handled matters. In this case, the response was poor from start to finish. Quite honestly, a hotel cannot claim to provide a quality guest experience if it cannot provide a child with a pillow and a blanket in a room sold for four guests. This experience fell well below expectations, and I hope it is taken seriously.

room had a killer view and the bed was stupid comfortable, pool area was lit and the drinks were strong af ?????????

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