The Boulders Resort & Spa

I will leave a more detailed review when I’m less angry, but I’m actively trying to cancel our reservation to go literally anywhere else. My fiance and I are Hilton Diamond members and I flew in from California to celebrate his birthday before he deploys. We were told upon arrival to park in a designated area and we had to use golf carts to get around the property. We went out for the evening and returned at night where the parking lot was poorly lit. There isn’t enough guest parking and we had to park significantly far away from our room in the overflow parking. We saw an employee on a golf cart and flagged them down and asked for the golf cart service to get us to our room and were told us “we can’t, we are really slammed right now.” We carried all of our bags to our room. The path was poorly lit and I almost fell into a cactus in my heels. We discovered there is no silverware in the rooms. We called and asked if we were able to smoke a cigar outside our room on the patio and staff told us yes, that is why there are ashtrays. We went outside to smoke on the patio, and in the two seconds we left the door open, mosquitos got into the room. My fiance had literally taken maybe two puffs of his cigar and our neighbor yelled at us and told us “this is a non smoking property, put the cigar out.” When we corrected them and told them it was a cigar and we did ask, they said they didn’t care and it was gross. When I called the front desk to ask to speak to the on duty manager or supervisor, I was informed “they have gone home for the night and there’s nothing we can do.” They did not even offer to move our room. I was told a manager would follow up with us in the morning. We tried to contact the Hilton to cancel our reservation and the Diamond Member line is closed. This is without a doubt the worst experience I’ve ever had on a Hilton Property and a golf resort. I am astounded with the lack of customer service. It ruined our evening and I would never advise anyone to stay here. Caesars Republic had incredible customer service, so for anyone looking to stay at a luxury resort, and have a luxury experience, STAY THERE.

Love the Boulders, the wife and I have been here numerous times. The casitas are intimate and have that southwestern adobe charm. The spa pool is peaceful and relaxing. There are some minor maintenance issues that need addressing such as; spa pool needs painting, numerous walk way lights are broken or are on during day time. Phone in our room did not work nor was it addressed even though I requested it to be fixed every day of our stay. Overall we enjoyed our stay despite these minor nuisances. Checkout the Spotted Donkey for great drinks and food.

The resort it self is in a beautiful location. The rooms are large , great views . Our first room lost air conditioning and we were quickly moved to a similar room. The resort needs renovation in areas , The staff was super nice but seemed lack of knowledge , the restaurant staff seemed overwhelmed but it was not busy . The cleaning staff would miss simply supplies . Restaurants : I think they could rethink the type of restaurants . We have been to multiple 5 star resorts and the prices are high for what they offer . The golf: The views of the golf course are amazing, the holes are fun to play but the fairways were dry in some areas . Needs more up keep for the price they charge.

The setting is beautiful but the property is neglected. The Spa pool needs to be re-done, the surface was crumbling beneath my feet. The menu choices by the pool were very limited and service slow. The Spa itself is neglected too, it needs to be redone. I stayed here years ago and the place was absolutely magical- not any longer ☹️. Whomever is running it now has really let it go- so sad and unfortunate.

We arrived on a night when it was raining buckets, and cold as hell; and even in the dark we could tell there was something about the Boulders that was different. The next day after a good nights sleep on the most comfortable hotel bed I've ever had, with the sun up, and the rain a distant memory the true grandeur of the resort sank in. I've included some pictures of the scenery that greeted us, and I can say the pictures do not capture the true beauty on display. It really has to be experienced. Surrounded by nature on all sides you feel as if you have travelled to some far-away exotic locale, and it is very easy to forget the world for a time. Now onto the resort proper. The first thing we encountered were the incredible staff of the resort. We'd come to them after our flight out to visit family was cancelled, and we were wet and cold; Shirley at the front desk took one look at us and jumped into action. She booked us into a room, her favorite, and I have to say she has excellent taste. From there the bell staff drove us to our room, and carried our bags upstairs to our room. They took the time to walk us through the room's amenities, and left us to decompress. The room we were in was a single king, with a fireplace (non-functioning) but still nice, a comfortable area to sit and relax, a bathroom bigger than my spare bedrooms back home, and sliding shutter doors that offered a breathtaking panoramic view of the boulders outside, 4 door widths wide. As I mentioned the bed was the most comfortable I've had at any hotel. That first day we walked to the spa for a couples massage, and Kasha, and Jasmine proceeded to massage the previous days' tension away. The massage was amazing, they were very focused on us, and our preferences, adapting their massages on the fly. At every point our comfort was their sole focus. We don't get massages often, but this was something special. In the gender specific facilities they have a Ofuro tub, kept at 98º, a dry, and wet sauna, lockers, and showers. On the grounds they have different areas offering serene surroundings to unwind. There is also a quiet pool and spa on the premises. That leads me to the single greatest part of our experience, the staff. From the moment we checked in, Shirley made it her mission to ensure we had an amazing experience. Justin and Susan the concierge were able to help us with any reservations, or questions we had. At the Discovery lounge the first night, Perla and Etkin, two lovely ladies, served us dinner and drinks with kindness, and great conversation. At the pools Marcella mixed us the perfect Pina coladas each to our tastes. Mia at Palo Verde served us an amazing breakfast the next morning. We had a single negative experience at a restaurant, and when we politely made them aware of it, management listened; the food and drink manager Hridesh quite literally went way above and beyond anything we expected given the situation. This resort understands that excellent customer service will be recognized, and appreciated. If it seems to you, the reader, that I am heaping praise upon this resort, it's because I am. My father raised me to remember that it is easy to complain, but that it is better to be the person who recognizes excellence. To call it out in a world that doesn't often take the time it should to lift others up.