Arizona Grand Resort & Spa, Phoenix AZ

My family and I went there for a family member's retirement party. It was great food, great service, incredible rooms, and just overall an awesome experience.

So I was just kicked off property and escorted out because they do not allow ADA service animals anywhere on site. Per the manager.

Friendly responsive staff. Our room is cozy and fresh. Close to highways for enjoying car rides into events. We came to Phoenix during November and find the weather completely agreeable. There are a lot of families staying here enjoying table tennis, the pools and just being together.

**I am editing my review as Arizona Grand Resort went above and beyond to correct this issue! I was able to have an amazing birthday celebration for my son without having any issues whatsoever.

Thank you Arizona Grand Resort for making this right!

I would give this place zero stars if I could! I placed my reservation online on Sunday, May 30,2021, when I got there on Monday to check in I waited in line to check in only to be told that the room was not ready so that I would have to come back (I was told I would receive a text before 4: 00 letting me know my room ready).

I received a text a 4: 03, and came back to a lobby full of people waiting for their rooms, standing in line, and a few frustrated parents chasing after their toddlers; apparently everyone else was waiting for rooms as well.
I waited in line for approximately 45 minutes to be told that the room I rented was not available and that the only rooms available were $20+ more, plus tax, plus the resort fee and a $50 deposit for the room. My option was to pay more or be refunded and go elsewhere.
Frustrated by waiting having to wait in line a second time (45 minutes) after I was already “checked-in” the first time, I asked for a refund. The supervisor Stephanie came out to speak with me and to process my refund; Stephanie said that she would refund me, but that I would have to give the bracelets for the water park back. I gave the bracelets back, which were still intact and had not been used; the three hours my children and I had left at the water park were NOT worth having to wait in line twice for over an hour total, and was not enough to convince me to pay over $150 more because the room I rented wasn’t ready.
Stephanie was rude, and practically yanked the bracelets out of my hand when I presented them. I was immediately refunded a total of $66.42, which I assume was for the resort fee. I was told that the $50 security deposit would be automatically refunded in 24 hours, but that I would have to call Hotels.com to ask that they process the $211.00 refund I paid for the room. Stephanie reassured me that she had put notes on my reservation so that Hotels.com would refund me, but three days later (this morning) I received an email from Hotels.com stating the hotel refused to refund me. I have proof of the refunded $66.42, but the $211.00 for the room and the $50.00 security deposit have not been refunded. Again, I was offered the refund because my room wasn’t ready. I chose the refund, now the hotel is refusing to refund me!

So, at the end of all of this, Arizona Grand Resort charged me $261.00 to wait in their lobby twice for over an hour total! I am definitely taking this up with my bank and going back to the resort to handle this issue in person. I have been to this resort before at least a handful of times and never had this issue.
The service at Arizona Grand Resort has been getting worse each time I visit, but charging someone over $250.00 because the hotel didn’t have their room ready as promised is going too far and the reason I will never go back!

I will tell you something that online travel agents do not want you to know about. When booking resorts use ʜᴏᴛᴇʟʙᴜʟʟʏ. ᴄᴏᴍ They easily have the best deals on rooms! Much better than using expedia, priceline, agoda. That is for sure!

Kind of silly you have to purchase your pass on a website and then show them the email for entrance to the water park but still 5 stars. Had a blast and wasn't overly crowded for a Saturday. Very kid friendly.

Beautiful resort. Beautiful grounds. Unfortunately, horrible customer service and accommodations. My husband & I took our 4 children here. We booked months in advance & called to assure our villa connected to our children’s room. The gentleman on the phone was very kind & even assured we were on the top floor, for the best view of the golf course.

Upon check in, the lady at the front desk told us they were unfortunately fully booked, therefore our two rooms couldn’t connect. "But good news, the other room will be across the hall. " I told her this was NOT an option with 4 young children. Ironically, after some checking, she was able to get us connecting rooms, but on first floor.

The first night, we dined at the lobby restaurant. Expecting a beautiful menu, with many options, (as falsely advertised on their website), we were painfully wrong. The best option for supper, aside from club sandwiches and Cobb salad, was a cheeseburger. Our daughter opted for this. Her bun was so soggy it was as if someone had submerged her entire bun in a cup of water. This really set the tone for the whole visit.

Being on first floor wasn’t great as the upstairs neighbors were very loud (stomping on floor) at all hours of the night. I understand the resort management has no control over this, but, again, we were supposed to be on the top floor. Something to keep in mind.

Our youngest is 11 months old. We asked if we could delay check out for an hour so he could get a nap in, prior to leaving. The lady at the front desk was very rude, charging us $15, regardless of our prior complaints, and regardless of taking any customer service experience into consideration. (We checked out mid-week, not on a "busy" weekend).

Housekeeping also doesn’t service rooms due to COVID. So if you are a MOM on VACATION, and want to play housekeeper for a week, pick up after everyone, and text housekeeping each time you need a towel or a garbage bag, while on vacation, STAY HERE. Also having 3 young boys who are messy eaters - our floor was disgusting all week. I don’t know anyone who travels with a broom & dust pan in their suitcase, but I sure wish I would have!

Having a kitchen was great. However having to pay extra to obtains pots, pans & cookware defeats that luxury. This floors me.

This place needs a lesson on how to manage a 5 star resort. Our hopes were set high as this place came highly recommended to us. Very disappointed. (The view out our villa of the golf course was beautiful, and the layout of our villa was perfect for our family, and traveling with kids).

They charged 275 dollars even though they told us that if you didnt arrive, then you wouldnt be charged. And they charged us not even the price that we were originally paying. So they made a false charge for no reason and robbed me.

Website and photos are incredibly deceiving. Food is expensive and terrible. The water park is only open on the weekends (which is not made clear on the website) yet you still have to pay a “resort fee”. Everything is outdated and dirty. This place was probably nice in the 90s which seems to be the last time it was maintained and cleaned properly. Not even close to being worth $600+ for a 3 nights stay.

Overall, the resort is well-kept and beautiful on the outside, with some great lighting. The rooms are spacious, but a bit dated in our opinion, and the floors were quite dirty (feet are black at the end of the day if walking around barefoot). The bathroom is small and tight. The toilet flushed and refilled slowly, the sink leaked, and the shower drained slowly and leaked as well. All of this is not exactly worth the nightly rate, especially when you consider the additional ~$60/night + tax resort fee. Not sure what that is for, since there isn’t really anything that is included for that fee. Yes there is free parking, but that’s about it. As a guest, one is able to use the water oasis/park, but when we went in mid-November, it was only available during the weekends with limited hours (closed at 4 pm). So we weren’t able to use it 2 of the 3 days we stayed there. There isn’t even complimentary breakfast. I will say the bed was comfortable. If you’re going to splurge on a resort, make sure to consider all your opinions.

There was a group of us there who started to have allergic reations after 10 hours of being there. I'm not sure if it is mold or something they are doing for covid. But if you are sensitive or have allergies, be careful.

A famous waterpark in AZ. Nice room, very clean. That's what I typically care about the most. However, I do think it was way too much money for the one night stay and being and Arizona resident. My suggestion - stay elsewhere and pay separately for the waterpark of you decide to go.

Daughter had her 16th here she loved it. Rooms are looking a little outdated but overall pretty nice.

Had a strange and a bad experience while at the spa. The spa staff were all great and delivered awesome service, but a fire alarm went off during my spa services. I had booked a total of three services. After the my first service, a full body massage, the alarm unexpectedly went off during my second service-my facial. The blaring noise lasted for about 45 minutes. I left feeling sick, nauseous and with a headache from the noise. What's worse is that the management lady was rude to me when I asked her if I would be charged for the services. She rudely said I would be for the first one because I had already received it. However, this whole spa day was supposed to be a relaxing one and it wasn't. She should have apologized to me for the terrible experience and she should have assured me that I wouldn't be charged. Horrible management. While I ultimately was not charged for any of it, I was taken aback by the lack of customer service on the part of management. With that type treatment, I will never go back again.

We had to get out of California for a reset. What attracted us to this resort was the Oasis waterpark. Everything else was pure beauty. I did rate 4 stars because I feel the property could use a clean up and some maintenance but coming out of COVID I understand.
Our room had a view of a small pool on one side and the golf course on the other side. If you wanted to stay on property and never leave you cam do so with their dining options and waterpark your day will be full. We travel alot and felt the room was a good size. T he resort itself had many good photo spots of fountains, palm tree line streets, sunsets on the greens, Spanish architecture. Staff was great as we had all our needs catered to.
Offsite we went to Scottsdale Fasion Plaza and rode a carriage ride in Old Town Scottsdale.

Pro tip: if you stay at the resort the waterpark is included in your stay. Otherwise you'll have to go through Resort Pass to get a day pass for the pool or upgrade to a Cabana.

This is a great hotel, very fun and nice place to be! Went here for a dance competition, great place for it here. The convention section the competition was held in was beautifully decorated for one. The staff here are also very nice, even willing to not only almost instantly check us out of the place despite doing so very early on in the morning, they also gave free water bottles! The Waterpark on site is a fun one as well, about 3 slides in it, each being really great to go down. Dining on the property is also very nice. Would recommend checking in here if you need a place to stay in Arizona.

Ants in the room, tv didn’t work. When we told them they just said thanks for staying with us. Not worth the price.

I was hoping to really enjoy this resort, which brands itself with the tag line, "Luxury in the Desert". The photos on the website are promising. Unfortunately, both the photos and the branding are 1,000 miles from reality. They should update both if they believe in Truth in Advertising.

I am so disappointed with my stay, that I am writing my first bad hotel review, mid stay, while I am still in the moment.

This place feels much more like a "Motel" in the desert than a luxury resort. The experience really feels like a low service, low luxury, pack your own snacks, hike out to fast food, motel experience. And, that would be fine if you expected a motel style stay and not a Resort.

There are things that I can overlook. I listed those things at the end of the review for potential future guests. You should not be misled by the website photos and promises. Parts of the property are maintained, but most are not.

What is hard to overlook is the horrible service and a poorly run hotel from an overall experience perspective (delivered from a self proclaimed "Luxury Resort").

My first experience, on day 1, was asking the front desk if I can have a couple of wine glasses delivered to our room. Seems like a reasonable request at a Luxury Resort. But, I was told that absolutely no glassware can be delivered to the room, but they can deliver plastic cups. Wow, really, even the Hampton Inn will let you take a glass from the motel lobby bar to your room during Covid. Plastic cups do not feel like luxury - plastic cups belong at tailgate parties. It went down hill from there. Too much to include in one review.

This first experience did not fit the definition of "Luxury" or resort service. Nor does telling your "Resort" guests to bring their own towels to the "Luxury" spa and athletic center. It's a luxurious escape, as long as you hike-in and hike-out your own dirty towels.

In terms of food and drinks; it gets worse! To start with, the "resort" offers only the same 5 entrees, all day and every day, which consist of the same, not so good, sandwiches - even their dry and over-cooked burger is bad. How hard is it to make a good burger? The only side choices, all day, are fries and coleslaw - but they were out of coleslaw like so many other food and beverage items, including $5 honor bar water bottles.

This place is so far from "Luxury in the Desert". I would describe it as a motel in the desert which lacks the usual motel vending machines (which would be a plus considering the limited food and beverage choices and availability). I actually feel like I am stuck in this place for the duration of my stay; and I can't wait to leave a so called resort, which is a first.

The property has a relatively good public quality course in the middle of a somewhat crumbling property. Old furnishings, peeling paint, dirty rooms (picture inserted). Poorly lit grounds, bad snack bar quality food (which is available only at limited times), disqualifies this property from using Luxury or Resort in their brand description. The property feels isolated which is bad in this case. It is surrounded by a busy 6 lane highway and lower tier fast food restaurants, that are not even walkable, if you're desperate to eat because the motel is not serving food at the time. In general, unless you want to walk to the front desk, and wait in the line, it is hard to find live people to direct you around the "resort" or to answer questions or even know the answers to the questions. I will avoid this place in the future.

We stayed at the Arizona Grand Resort @ Spa for two nights. My daughter was part of a dance convention being held at this location. On Sunday when we were loading up our vehicles preparing for check out my husband realized he was not able to move his vehicle because someone blocked him in. Security was contacted and they agreed the vehicle was stuck. The security people were amazing! Very kind, understanding and helpful. They contacted a tow truck but unfortunately the eta was 5 hours! The security then thought he could review the security cameras to see if he could identify the driver of the other vehicle. He did! It was an EMPLOYEE of the Arizona Grand Hotel. They searched high and low for her and after nearly two hours of us standing in the parking lot and missing our daughters dance convention they located Maricela, the employee. She walked up to us and said what’s the problem? ! When I pointed out her parking that was blocking us in for the last two hours she looks to my husband and says you want to move my car? I was angry! I said absolutely not! She then asked security to move her car which they declined as well. I was told by security that management was coming to speak with us, they never did. Security took my phone number and room information and said we would be compensated for our inconvenience. I did not hear from management. I responded to the survey about my response explaining the situation in great detail pointing out how I was really upset management had not made contact with me. I received a general reply saying thank you for the feedback and making them aware of the situation and they thrive to improve and would handle it internally, sorry for the frustration. Wow! They couldn’t even call me! I will never stay here again and I will make sure my experience at the Arizona Grand is shared widely!

Dated rooms, VERY limited parking and prices are not commensurate with quality received. Will not be returning and would suggest others look elsewhere.