The Phoenician, a Luxury Collection Resort, Scottsdale

I arrived at the hotel at approximately 1:00 PM and was informed that my room was not yet ready. I completely understood and had no issue waiting. In fact, another guest who arrived at the same time as I did was also told that her room was not ready. About an hour later, she received her room while mine still was not available. By approximately 2:30 PM, after waiting for over an hour and a half, I returned to the front desk to ask for an update. I was told that my room would take approximately 30 more minutes and that I would be contacted as soon as it became available. That never happened. I never received a text message, a phone call, or any update of any kind. More than 30 minutes passed, and by approximately 3:30 PM, I had to return to the front desk yet again and ask for another update myself. This time, I spoke with a different employee who was immediately able to provide my room key. What is most frustrating is that I was never contacted as promised. Had I not gotten up and asked again myself, I genuinely do not know how much longer I would have been left waiting in the lobby. I am traveling with the Minnesota Twins organization, and throughout the afternoon I watched other spouses and guests arrive, check in, and receive their room keys while I continued waiting without any communication or explanation. I understand that rooms are not always available immediately. What I do not understand is why I was left waiting for nearly three hours without meaningful updates, and why I had to repeatedly seek information myself in order to finally receive a room that another front desk employee was able to provide immediately. The issue was not the delay itself. The issue was the lack of communication, lack of follow-up, and lack of customer service. For a hotel that presents itself as a luxury property, this experience was extremely disappointing.

Room had multiple cockroaches Would not stay again. Only time I’ve ever experienced having multiple cockroaches in my room at a resort. Bad experience.

The staff was incredible, the food delicious, the room perfect. From a day at the spa with amazing staff, my massage with Tess was top level, the hot tubs, steam and saunas perfectly located and roof top pool for lunch (we chose chicken shawarma kabobs, taste and presentation was perfect) followed by swimming made it all an experience I want to book again. We went to the three course afternoon tea with large delicious flavor wrapped in small finger sandwiches, fresh scones with Devon Cream (I could have eaten THAT with a spoon!) and pastries we took back to the room because we were so full, and of course there was every kind of tea. I had Green Pomegranate! Yum! The evening live music was someone we looked up so we could see him again! He was that good! The hotel itself is exactly what we hoped for. Previous poor comments made us worry but we found no problems or concerns during our stay, quite the opposite. The restaurant staff, wait times and food were exactly the high quality we would expect. The hotel staff went over and above any request we had. The clean room with the incredible view is one we would book again. I give this my highest recommendation and we travel quite a lot.

The resort is looking very rundown and dated. Front desk didn't recognize Marriott status at all. Took 3 tries to get a room that was decent and then it still faced the lobby parking so was noisy and had zero view. First room smelled like sewer - so bad you could smell it in the hallway. 2nd room's balcony literally faced a wall. Everything was extremely overpriced - $28 for an espresso martini! Cold shower in spa didn't work and didn't have instructions on how to use. Spa services were great but very pricey - especially with the 22% required gratuity added. Food was decent but very overpriced. The tea was nice but the food was just ok. Room service delivery person was very friendly and helpful, food was hot and tasty. Pool was surprisingly a little chilly and our reserved chaise lounges were at the family pool when we had requested the adult pool. First impression was that this would be a fun place to come with friends (I was with my adult daughter on this trip). But after seeing the clientele and the prices I don't think I would return. I would try a different place in Scottsdale - though maybe Scottsdale isn't my scene.

I went for a conference but my husband joined me and we stayed a few extra days. HOtel and property are beautiful. Hotel staff were amazing, and the room was very large and comfortable. The pool area is not up to the same standards. The pool was not crowded and yet the staff were barely visible -- leaving used towels and food (which attracted birds) around the pool area. Otherwise a great trip.