15620 North Clubgate Drive, Scottsdale, Arizona, United States
"This was our first stay at the villas and we were here 8 nights. We are not owners, we just booked the large villa suite as if it were a regular hotel reservation. We truly loved our stay, but I had a few disappointments because their website was not current – even the Covid-specific website info. Check-in was a breeze and all staff throughout our stay were very friendly. Some were just better at their jobs than others. At check-in, we were told we could schedule our ONE housekeeping visit. We set it up and it was done at the time determined. I was really disappointed with only one housekeeping visit because the website indicated housekeeping was in effect. It did not indicate limits and this was not okay for my vacation. I truly would not have gone here had I known this because I know what perks I like on vacation. You could get clean towels, room supplies, etc any time you asked, but that involved planning or waiting. Upon arrival at our room, we found a dirty washcloth on our welcome mat. We kicked it aside and eventually it was picked up. Between the housekeeping info and this, our first 30 minutes on the property did not start out well at all. The villa was in excellent condition and well maintained. The appliances seemed brand new. Carpeting looked new. We did not like the bedding or towels – both were “rough”, though the towels were a nice size. The bed was comfortable to us (firm). The property is also very well kept. There are some areas with beautiful landscaping and other areas that were forgotten about. For example, at the pool, there are some large planters. Some were full of flowers and others had a tiny flower in the middle or even weeds in some areas. They keep the walkways clear all day with someone using a battery-powered leaf blower (much quieter than a gas one!) They power-washed the pool areas each morning too. We spent several days at the Relaxation pool which truly was very quiet and relaxing. The property was at full capacity and the only crowded day at the pools was Saturday which I expect is because no one can use the hotel’s pools that day. Other than Saturday, we could find chairs in the sun. There are plenty of umbrellas. I loved that they gave you large glasses of ice water all day long – well, one gentleman came around often whose name I can’t remember (shame on me – but he was older than some of the other pool attendants and he was from Mexico). The younger pool attendants were not as diligent with the water. The pool attendant cleaned each lounge chair after someone left and my compliments to the owners who all seem to remove their towels from the chairs when they were leaving. Never saw that much at most resorts, but this was my first time at a time share, so maybe that helped. We did not spend any time at the Recreation pool, but our room looked over it. It really looked fun for kids and teens. It was packed also on Saturday, but not busy any other day when I assume f"
"We have visited this property many times, sent friends there on trips, and also loved. This time was average at best. Started with calling the hotel to be advised of the airport shuttle they recommend. Although it is not the fault of the hotel that our shuttle no-showed, but when I called the front desk to assist us the young lady stated that’s not our service so I really can’t help and truly did not offer any help. Okay, arrived at the hotel and moved on. Thursday evening we dined on the patio at the main hotel our waitress was unfriendly and seemed annoyed we were there. The manager came to our table and helped us with our drink order and continued to come by and see if we needed anything. She was great! Friday, I called and asked for extra coffee and detergent never received. Called again Saturday, did not receive until late afternoon. Really enjoyed the villa adult pool staff. Super nice and helpful. Spa was amazing although they crossed up credit cards and charged me for all of my friend’s services. We handled not a big deal. Monday morning I called and asked for an 11am check out. It was confirmed at 10 we receive a call asking us to be out of the rooms or consolidate into 1. I continued with I had spoken with a woman at 8am and confirmed our 11am check out. The young man proceeded to tell me there is no woman at the front desk and that couldn’t have happened. This is where the conversation turned. I told him I was an owner and would not argue with him about what I knew had happened. I asked to speak to his manager. Derek asked me to confirm who I spoke with. When you call and ask for a late check out do you ask who am I speaking with? I did not. I did however call from my cell phone and could give him the exact time and number. I also conveyed I had two friends that HAD been interested in purchasing with Vistana. He asked for me to meet him at the front desk. When I arrived in the lobby I found he and another young woman talking about me and how they didn’t understand what the issue was...he didn’t know who I was so I listened for a bit, slid my keys under the plexiglass and told him the issue was their customer service. He asked how to make it right, I told him that was another problem, I shouldn’t have to tell him how to make it right. He never offered any type of assistance or help, nor did he care to meet my friends and guide them with possible Vistana ownership information. A simple gesture of can we buy you a drink before you leave would have gone a long way. Or even throw some point my way, but nothing. I realize Covid makes everything different and stress, but the front desk staff at this property is unhelpful and rude. Not a good look. I missed the bagpiper too!"
"My wife and I planned this trip over a year ago. We reserved three weeks, which is our longest stay here. With covid going on, we were not sure until a few days before we left that we were actually going to make the trip. We usually fly but are not confident with the safety of airports and airlines right now so we decided to drive (1662 miles each way.) Several of the amenities are still closed (including our favorite- the hot tub) but we understand with the current situation. The staff has been diligent with cleanliness and sanitizing at every turn. There are as many hand sanitizing stations as in most medical facilities. Kudos to Mr. Scott Caldwell and the staff for their diligence! The guests have been good about wearing masks and practicing social distancing. It is important because no matter what the rules are, if people don't follow them-they are meaningless. We love this resort and we don't mind a few inconveniences when public health is the key. To us, part of the charm of this resort are the gas grills and the full kitchens. We love to prepare meals together and dine on the beautiful patio in the room. We had our first of two scheduled housekeepings today and the housekeeper did a very thorough job Staff is most responsive if you request more soap, towels, or other incidentals."