Lux Verde Hotel — Hotel in Cottonwood

We had a horrible experience at the Lux Verde Hotel on 8/14/23. Booked and paid through Expedia for a 2 night stay. 8/14-15/2023. My wife and I planned a road trip for the week of 8/14/2023, beginning with our stay at the Lux Verde hotel. Received a call from the hotel on the morning of 8/14, confirming our reservation. We loaded up our car, and headed for the hotel from Glendale CA. We ran into some unexpected traffic delays, so I called the hotel at 230 pm to ensure a later arrival. I was assured that a 730 pm arrival would be fine. We arrived at 745 pm and went to the front desk to check in . A male employee was taking care of a female guest and told us he'd be with us in a few minutes. I responded to him that it was fine. After he finished with the guest ahead of us, he answered a phone call from a potential guest. This conversation went on for 10 minutes, which was frustrating for us, who were waiting patiently to check in. He was discussing room types, hotel policies and everything else. My wife politely asked him if he could please put this call on hold, so we could check in. He became very aggressive and said that he was giving the caller the same courtesy he's giving us.! I'm sorry, WHAT? I then told him that we weren't getting any courtesy, that we've been waiting patiently and 15 minutes after standing there, weren't checked in. He immediately slammed the phone down and told us our reservation is going to be canceled, and we are now being trespassed!! He then told us to leave. I said to him to refund our money and we're gone! He told us to take it up with the manager the next day. I said no way are we leaving without guarantee of our refund. He then called 911 and told the dispatch that he had 2 irate guests who are refusing to leave, and that he was getting ready to pepper spray us in a minute. Pepper spray us? Irate? We had every resson to go to his level but we remained calm and tried to deescalate. I took my wife outside to let the police handle this moron. The police arrived in only a few minutes. They were very professional . After hearing our version they went inside the lobby. We could see that things were escalating. The Sargeant came out and said at first he denied threatening us, but when he was informed by the police that it was confirmed by dispatch, he changed his story. I regret now not filing charges on this punk, at the time the police asked me if I wanted to. His actions were also recorded by cctv and audio from the hotels security system. We left as we didn't feel safe staying there with this lunatic working the front desk. There's more to this story, Expedia is doing an investigation as the hotel then said we canceled our reservation. Even though the hotel confirmed it with me that morning . I have a habit of pre paying for rooms at hotels, confirming my reservations, then drive hundreds of miles to try and check in, all just for kicks. I'll update the results of Expedias investigation. Stay away from this hotel. You could get pepper sprayed trying...

I must say, I'm reeeeaaaaally impressed by this hotel. We were on our way to a camping trip on June 21st and got stuck in traffic for two hours because of a fire. Needless to say, we didn't get in until after 9pm. My daughter and I didn't want to set up that late (especially after working all day), so we booked a room on the way to cottonwood wth booking. Com. My expectations were minimal, because I honestly just clicked on the cheapest room I could find that included breakfast and didn't have time to research the property. The moment we arrived (I am bummed I didn't catch her name, but it was around 9pm on 6/21), we were greeted and told "I'll be right with you" as she was helping another customer. She initially couldn't find our name because booking. Com put us on for Saturday night for some reason. Anyway, she found us and changed the reservation. No sweat! She calmly and cheerfully said it's "not a problem at all, we still have rooms available". I just really enjoyed the way she treated us, how thorough she was, and how kind. She even over heard my daughter begging me to go to the pool (only an hour left at this point), and she booked us a room without my asking, right by the pool. Great customer service skills here and she deserves a raise. I am a business owner myself, so I know how extremely important it is to have an amazing employee as your "face" and she executed that perfectly. Now for the rooms....We arrived into our room and the AC unit was already on for us. Usually when you walk into hotels, it's super stuffy until you turn that on. Nope! Already on for us. Great touch 👌. The room was extremely clean and even smelled clean (I own a cleaning company in Phoenix so this is the first thing I notice), the bed had wonderful linens that aren't scratchy (super soft) and 4 soft king pillows. Even includes a couch with a pull out bed!!! I am also impressed with the GIANT TV with TONS of channels. Usually you get a super tiny TV with like 5 channels in almost every hotel 🤣. You made me feel at home and relaxed after an exceptionally stressful day. The pool and hot tub are very clean (maybe a little too much chemicals as they burned my eyes, but that's minimal) and so is the rest of the property. Thank you soooo much for making it a breeze to stay here, making us feel welcome and comfortable, and for helping us to achieve a wonderful night's sleep on that super comfy bed. I think we found our new favorite hotel in cottonwood. We will...

PART I: To be honest, if I could, I wouldn’t give this hotel a star one bit. But for me to proceed with this review I had no choice. For anyone who is planning on visiting Cottonwood, AZ whether it’s for work, business, vacation, or just friends and families. I would highly recommend checking in with other nearby hotels. I’ve experienced nothing but stress and horrible experience staying at this hotel. Although, the staff was very courteous. Upper management, like the Manager Tiffany and the Owner, was extremely unprofessional, rude, disrespectful, and had a very nasty bad attitude. I was on a travel contract assignment with the hospital, Verde Valley Medical Center for 13 weeks. I made the mistake by telling them that I was a travel healthcare professional because with this knowledge I believe this was taken to my advantage. Many have agreed with me on this, keep on reading and you will understand. My original reservation was from 01/16/2022 to 01/31/2022. I didn’t check in until 01/17/2022 due to my flight being delayed a couple of times. I was told by the Manager, Tiffany that from 01/16/2022 to 01/31/2022 with the 20% hospital discount my total was $1529.95 I had no issues with that even though I had second thoughts in the back of my mind about the price. I did ask her about the rates, but she kept ignoring me. That was a first red flag, and I didn’t think anything else by it so that’s my fault. When I arrived at Lux Verde, I checked in on 01/17/2022 between 1 to 2 am in the morning. Prior to my arrival, I received a phone call from Lux Verde asking me if I had a preference in rooms. I kindly told her No, as long as my total doesn’t change from what the Manager, Tiffany had booked me for. The lady responded back, “No, the total will stay the same.” When I finally arrived, I checked in. I signed some papers and gave her my Chase debit card. She authorized the card in the amount of $744.85. My initial thought was I was going to be paying for the total which was the $1529.95. I did ask her why $744.85 was only authorized and she informed me per their system they can only charge a week’s worth of stay at a time. The payment was posted on Monday, 01/24/2022. I didn’t bother questioning her any further, it was late, I was tired, and I had to be up and ready in just a few hours for my first day of orientation. She informed me my room was a suite and it was located on top of the office. She gave me the keys and I...