Enchantment Resort — Hotel in Four Corners States

We stayed here 3 nights and it was nightmare. We booked camp coyote for our two kids. I got a call from the hotel that my youngest child is having a medical emergency. Thankfully we were strolling near where my daughter was. she does not have any medical condition. While i was trying to give my daughter comfort while waiting 911 to come, the security guy keep telling my husband that she was having a panic attack or asthma attack. Other staff also saying she has panic attack because she was crying but they initially told us that she is having a seizure over the phone but they changed as soon as we got there since her consciousness were came back and they change their tone for whatever reason. There were signs. She has a fever of 104 degree and she skipped the lunch and didn’t eat anything til 2:30pm but they thought that she was not happy at kids club so she had panic attack. If the staffed were trained especially for kids club, they should have see the signs and could let us know earlier. while the staff was changed 3 times at the camp while my girl was there for 6hours, no one noticed it even though she is not eat anything and crying the most of times (btw she is turning 5 soon, she can speak & express her feeling well). Worst part didnt even start yet. 911 took us to the room and after my daughter had tylenol she fell asleep. Hotel security guy came to the room right after and he says needs information from us. My husband told him he will call him the follwoing day so we can all rest for now. We requestsd detailed information about what exactly happen to my daughter. the guy called the room a couple of times while my daughter was sleeping (i told him she was sleeping first time) and we asked if he got the information but he is saying the our daughter was having a panic attack and no other symtoms, however, when my husband challenge d him with questions he changed his tone again that it migjt be a seizure. We also state that we dont feel safe staying here so we might leave the property early than he even suggest us to go to Arizona Grand which i think it is so funny that the staff sugesst some other place?? Even if we clearly states that we will call the guy the next day when we are ok, so we can give whatever he needs, but he knock on our door again around 8am the next day. Seriously? He does not even have information that we requested. We gave them almost 24 hours to figure out what exactly happen to my daughter and the question was clear - how long does she have seizure, was she has any other symptoms? This was the point that we need to talk to the higher management team. My husband request to talk to the GM and request again about the information. The anwser from the GM was because they are not the medical professionals it is difficult to tell whether it was seizure or panic attack but at least he describes with details information what we requested. However he lied infront of my husband’s face. My husband also stated that it was big disappointment that the “main pool” is closed, however we didn’t get any notice from hotel not even when we checkd in. GM of the hotel told my husband saying that they always close the pool on April. Yeah, I mean General Manager of the property simply lying to the guest which is totally not true. I booked the hotel May 2023 right after my friends came back from their spring break on end March-April and share their hotel pics & experience. The person who checked in even handed out what was included in the resort fee and it clearly includes the main pool. Incident or accident can happen, but GM’s anwer and lying was unacceptable. We stayed a lot of hotels and incident can happen and how they handle the situation shows the class. Great hotels are always want the guest to comeback so they try to make sure the guest depart the property with positive attitude. After my husband talk to GM, did not hear anything from them of any apologies or checking on my daughter condition. we left the property with the most dissatisfied and disappointed feeling and would not...

Edit: I saw this review gaining traction and wanted to note that despite Enchantment’s response below to this review, they have not reached out to us to resolve the issue even though we sent them an email too.

My wife and I stayed at the Enchantment resort for a single night this past week (week of 6/11/24).

In terms of location, landscape, and exterior property, this resort deserves a wonderful 5 stars. The landscaping and style of property is non-intrusive of Sedona's ethos. The red rock surroundings make this location feel like it's a part of the natural landscape. A property like this is quite literally a "hidden gem." It also includes incredible access to a couple of Sedona's world-renowned vortices.

Upon arriving, the gal from the front desk was welcoming and gave us the "Amex onboarding" intro, which my wife and I have come to appreciate when checking in to luxury stays such as this one. When a room upgrade is available, it's always nice when a resort can honor this request on behalf of Amex's perks. Enchantment Resort gave us a King Jr. Suite if I recall correctly, and this at first was viewed as an awesome upgrade (I will circle back on this point shortly). The concierge was also incredible and offered to give us a quick tour of the property and all of the amenities they offered. Again, the location and service up to this point was 5 out of 5.

Now to the unfortunate part..

After dinner and a few hikes on the day of check-in, we came back to the room and noticed a few ants in the bathroom. I'm not an extremely high maintenance person, so we got rid of the two that we saw and didn't think much of it. We then departed to go for a swim at their pool (which was awesome under the night sky and is open all-night), but when we came back to the room we noticed a ton of new ants particularly in the bathroom. I should have called for a room change at this point, but nonetheless we didn't and we simply got rid of the ants that we saw. Later in the night, after a shower, we came back to the bathroom and noticed that the ants persisted and got into our toiletries, on our towels, and continued to spawn near the bathroom vanity. All in all, we had closer to 20-30 ants in the bathroom alone.

When we awoke, I also found a friendly roach and a spider. No idea when these two decided to show up to the party, but it wasn't welcoming. After reading other reviews, it sounds like ants in the vanity has been an issue before. When I addressed this with the gal at the front desk from Ecuador upon checkout, she said something to the tune of "Ants have been an issue here lately." and left it at that. I was dismayed the hotel was as expensive as it was for such a bug-ridden stay. I was disappointed that my wife ended up finding a few ants in her suitcase, and that the front desk could only offer a half-baked apology but was well aware that this has been a consistent issue. I was really disappointed that I hadn't read the other recent poor-review that mentioned their stay was a similar ant-ridden experience too.

I would highly recommend the Ambiente as an alternative stay, which is another luxury resort in the area, as their customer service actually cared about my wife and I. I do believe the Enchantment has a lot of potential, however, my recommendation to the resort would be to work on cleaning up the pests in their rooms. For the pest issue, and for the poor service we received when we brought up this issue to the front desk, I would have given this a 2 to 3 star review, however, when these issues are coupled with the fact that you pay a higher price to stay at this resort in the first place, the value simply isn't worth it. For that, I would give this a 1 star review.

If you are looking to stay here, please be aware of their pest issue beforehand and please look forward to half-baked apologies when you bring this issue up to the resort.

Note: The photos I added to this review don't do the amount of ants we saw during our stay justice, but I hope they do help bring awareness...

Horrendous experience: with photo evidence below.

Stayed here in January 2025, it was absolutely atrocious, I strongly recommend anyone considering staying here should look elsewhere. This hotel should be charging about $150 for the service and yet we paid $500 per night and basically every single thing in the hotel was broken and the staff was completely apathetic, including the general manager who could care less.

i'll give a very detailed review below although I'm sure the management could care less so this is really for anyone who may be considering staying here. Again I strongly recommend you look elsewhere. I have no agenda and I've stayed at four and five star hotels around the world, and this was certainly the worst experience I've ever had at a hotel.

To begin with when we got to our room, somebody had ripped off one of the cupboards and a giant piece of broken wood was laying in the middle of the room, the Bellman, who walked us to the room, saw that and laughed out loud and said "oh that shouldn't be there" and then left. Didn't pick it up did didn't help us or even say he was going to send someone to fix it. SEE PHOTO BELOW. They literally just left a giant piece of broken wood in the middle of our room.

After that, we discovered that the tea kettle pot in the room was broken, the phone in the room was broken, and so was the air-conditioning and the refrigerator. Literally everything was broken. We then decided to go to dinner at the main restaurant at the hotel and the food was so atrociously bad and the service was so awful that the manager ended up comping the entire meal. Every single thing we ordered was wrong, so they had to basically remake everything and then much of it came out cold, and then they gave an alcoholic beverage to my pregnant wife after telling her there was no alcohol in it!!! Luckily I checked the can and prevented her from drinking it. The whole experience was so bad that one of the waiters even came over and apologized and said he saw what was going on and he felt "embarrassed" to be working at the resort. It was wild to hear him say that.

We then went back to the room, and I tried to hop in the bath, and of course there was no hot water.

At this point we had enough so we went to complain and after complaining to the hotel management, they decided to switch us to another room. And the best part is they tried to switch us to room that was half the size and had no bathtub, which is what we specifically paid for, so again they were trying to nickel and dime us and basically screw us over at every opportunity. We declined to move to that room so then we went to another room, and in the new room things seemed to work better although once again, the phone system was broken and we were unable to get a hold of anybody at the front desk every evening, and the Internet was completely intermittent and the Wi-Fi went in and out the entire time. This is something that other guests were complaining about as well. PHOTO BELOW to show this from my phone.

Managment at the hotel was completely apathetic. When we took our concerns politely to the front desk, they didn't care whatsoever. We then spoke to the general manager at the Hotel who also seemed to not really care and was phoning it in. He left us waiting in the lobby for OVER 30 minutes and disappeared when we told him our complaints, only for his assistant to come back and tell us that he was "busy" and would get to it Later. Unbelievable.

I know this seems hard to believe but everything I have said is 100% truthful and literally correct. We documented everything and it's really sad what has happened to this hotel. It's evident that things have gone downhill by the fact that their rating is only a 3.8 out of 5 on Yelp and now I see why. This hotel used to be a luxury resort and now it's run like a motel six.

Strongly recommend people do not spend their hard...