Pointe Hilton Squaw Peak Resort

We booked a vacation here 11/24 online because we are from out of state. The property looked amazing, if a bit pricey. Little did we know. First problem we had was that our room had an outside door, which we didn't expect. When I think of a hotel I think of a room that lets onto an interior hallway. I wouldn't have booked this room if I'd known it was a glorified motel. Second problem was the lighting. We couldn't see the door to even use the key. When we complained, we were moved to another room that was at least within 20 yards of a light. Third problem was that, due to the pandemic, all their facilities except the small pool and the water park were closed. This included all restaurants except for the snack shack at the water park that closed at 5:00. Fourth, the ridiculous "resort fee". This is just a way for hotels in Arizona to charge more for the room, while advertising a lower rate... it's a bait-and-switch. We were charged $50/night for amenities that we couldn't use or weren't interested in. Ordinarily I would say that this really isn't the Peak's fault, but there are hotels in Arizona that don't charge this fee... just not any Hiltons. But by far, the biggest problem we had with the room was the bed. It was so uncomfortable we literally couldn't sleep on it. It absolutely ruined our backs and made the next few days miserable. They offered a mattress topper, but that would have involved staff going into our room when we weren't there, during a pandemic. I forwarded our complaints to Hilton's guest services and asked for a refund of our two-night stay. They offered 10,000 Hilton honor points - about $50. Instead of a refund then, I asked for enough points to cover two nights at another Hilton property. They came back with 20,000 and made an automatic refund to our account of $78.81. No idea where that figure came from, but they are clearly not interested in keeping a customer. We will never stay at another Hilton property.

So I read a lot of reviews before going here, a lot of people complained about the rooms being dirty and old. Here is what I say, if your traveling during covid expect there to be no cleaning service, the pullout bed from the couch was dirty and had minimal sheets so the kids were cold, the rom was older but not ancient. The highlight was the waterpark, not crowded at all, kids had an amazing time on the slides, waterfall and lazy river. Snack bar was available even while the rest of restaurants were closed. So if your going here for water park I say do it! The room isn’t a deal breaker for me.

stayed here for 2 nights on business in a King Agave Suite at North Pointe on the ground floor right by the pool. No elevators involved. Quiet & safe. Room very clean. NICE. Lots of space to work. No complaints. Used the Hilton app for contactless check-in & check out & got food from apps to go - so saw no one. ZERO complaints or issues. RECOMMEND at this time & THANKS!

Unfortunately the weather was a little too cold to really enjoy the resort but they still charge you a resort fee whether you use it or not. We stayed in a King Agave Suite in the North Pointe building. Our room was clean and spacious. Plenty of room for two people to work remotely and not interrupt each other. I wish there were some more food options available during COVID, but I think they are doing the best they can under these circumstances. They gave us a $20 credit per day to spend on food since we are Hilton Honors Gold members and breakfast wasn't being served. I wish we could have actually used the resort, but we can't control the weather.

We had amazing stay , staff are very friendly. During our stay the water park was closed due to COVID but still amazing. Rooms are nice stayed in ambassadors suite. Hotel is older but nice . Would definitely. Recommend