Hilton Sedona Resort at Bell Rock — Hotel in Four Corners States

The overall stay at this resort was good…I was just hoping for exceptional. This IS hospitality and we do have A LOT of options to choose from… Ms. Mark and Ms Bridgette were great and served my family in the restaurant several times over the course of a week. (Ms. Mark was exceptionally great, attentive, suggestive, friendly…) Noe was greeter/host and worked on the kitchen side and he was pretty awful, unfriendly and rude in some instances, I dreaded having to deal with him at each interaction and so did my family. We encountered him the first evening we arrived to the resort. The coffee shop crew, the females and the one male I encountered all week were all unfriendly, cold, and tough to deal with each day that early in the morning. They had poor processes when it got a little bit busy in the morning, it was painful to watch. Maybe consider getting “morning people” in there that are coached on basic pleasantries and social graces. I understand that they might do this everyday and it can get mundane but we take a vacation like this once a year (and for some people, once in a lifetime). We chose this resort for the week (which included 9 people and 2 dogs) and spent thousands of dollars so it’s critically important to deliver on the service level expectation. I was grateful that finally on the third day I was told that coffee refills are free…The spa staff were all pretty amazing, Ms. Mona and Ms. Laurie were phenomenal in dealing with client and customer services, they wonderfully assisted my family all week. The housekeeping staff were all great and happy to assist me if needed. The rooms were nice, the temperature never really seemed to get to a true 69 degree temperature which is what we had it set on and it still seemed warm constantly (74ish maybe) 5 people total in a 1 bedroom suite. My toilet made a horrid screaming noise after it was flushed which I reported day 2, they finally sent someone to fix after I reported it a second time. He was there for 3 minutes said he fixed it, but didn’t, it was pretty maddening but we lived with that since we didn’t take the time to report it again. The golf course was beautiful, seeing a bobcat wandering around was an absolute highlight! I thought the pool advertised being heated but it definitely didn’t feel like a heated pool whatsoever so we didn’t swim. The hot tub in the spa was broken and could not be used which was a bummer as I felt it was too cold for my taste to get in the hot-tub outside. The food in the restaurant was good, short ribs, tomato bisque, salmon is specifically what I had, all very good! With the breakfast buffet, the made to order eggs instead of getting them from the buffet was nice, I was grateful to my server Yessenia for offering that. After my breakfast arrived with runny, fried eggs instead of the scrambled I ordered however, getting Yesenia’s attention again to get that resolved and anything else I may have needed at that point was moot, because she was nowhere to be found. I finally asked another server if she “left,” she told me she was in the bathroom so for the next 20 mins plus I was on my own. Frustrating. No matter what time of day you encountered any of the front desk staff, they were all pretty terrible. Short, rude, unfriendly, not helpful. No one knew the answer to basic things, like NO ONE. It was odd, no one knew where to find anything and always had to go ask someone else. The handful of times I approached any of the front desk staff, they seemed so “bothered” by me, as though I were interrupting or just frankly sick of dealing with PEOPLE. I walked by the concierge what seemed like a million times throughout the week and she never made eye contact once or spoke to me, it literally took her 5x more energy to keep awkwardly avoiding eye contact than to just look up and say hello. Management issues more than staff issues, managers aren’t managing. The resort is located walking distance from 2 FANTASTIC restaurants: Lisa Pisa and The Butterfly Garden I think were the names, same chef owns...

My husband and I travel quite often. We had a very bad experience at a Hilton in 2022 so they offered us a room deal (pay 1 night, get 2 free plus incentives) with the stipulation that we needed to attend a timeshare spiel. We booked our stay for Sedona, Arizona more than a year in advance and were excited. We recieved an email confirming Sedona as the location but showing that our presentation would be for the Florida vacation club. When we arrived (15min early as instructed) we were told that there was a mistake as we weren't on the books and we would need to call a number to reschedule. When we called they said the representative booked us for a physical meeting IN FLORIDA despite knowing that we were staying IN SEDONA. The only time we could reschedule for was the following morning at 8am. Who the heck wants to get up that early on vacation and attend an almost 2hr sales pitch, especially after we already planned a whole day around it?! We had to completely rearrange our day again because the rep on the phone insisted he spoke to his supervisor and if we didn't go to the meeting at 8am, they would charge us for the full stay. This is completely unacceptable! If your company messed up and I was there as scheduled, I should have been allowed to skip the whole thing or get some kind of restaurant credit to make up for me having to literally call and rearrange my excursions. All they gave me in compensation was an additional $100 credit towards a room in the next 6months, despite arguing for an hour and asking to speak to a supervisor which they wouldn't allow, just said they would speak to the supervisor for me then came back saying the supervisor repeated the offer and wouldn't budge on a food credit because "only our Las Vegas location allows that". This is bull because several reviews for our Sedona location specifically mention getting a $100+ gift card for the restaurant from the presentation. The sales people were nice enough but the moment they saw our combined annual income they said "this clearly won't fit your lifestyle" and mentioned the package costs several thousand dollars, not including the annual $1000+ fee to maintain the account. Considering the fact that we had a bad stay previously, had to rearrange our plans because of their mistake and they were so unwilling to rectify the issue beyond a stay credit, I would never recommend the Hilton hotels. Why would I want a credit that forces me to stay with your hotel within 6months when I apparently can't afford the lifestyle and have been majorly inconvenienced by your timeshare staff? The room we had wasn't awful but it was an attached room(for families) so our "balcony" area was fully connected to other guests. This left us with little privacy when the drapes were open or we were were outside and the walls are so thin you can hear your neighbors at all times. The room was obviously not well maintained. There was chipped paint, exposed metals, and soap scum built up in the shower. Trash bags and pizza boxes were on the floor in the hall for 3 days straight before room service picked them up, which was wierd because they came through the hall every day to clean rooms and deliver things we requested like fresh towels. The main staff of the hotel was very friendly and helpful but the trash in the halls was gross and the obvious lack of maintenance in the room was frustrating. Don't try to convince me to buy into your hotel for thousands if you won't even touch up the paint or fix the light switches. Our last day, I requested late checkout and explained it was because we needed to sleep in before we drove home to Cali. Maintenance apparently had a project to work on and started banging hammers above us around 8am. I had to call front desk 2 times to get them to stop until checkout because they only stopped for 5min the first time. The hotel is located in Oak Creek 15min outside of the actual town of Sedona and the nearest hiking trails take 5-10min to drive to but about 45min to an...

Let's be clear right off the bat - this is not an upscale resort. We just returned from a 7-night stay. There are certain aspects of it that are top notch (the fitness/spa facility is very nice - 1 of the 3 Peloton bikes wasn't working, but 1 of the other 2 was always available during our stay). Although paying $200 for a 50 min massage is not very appealing considering the service provided at the rest of the resort. The evening we arrived we were informed that our booking included a $50/day credit we could use for resort purchases. Great, however, when we looked at our running bill partway through the trip, the credit was not being applied so we had to work with desk staff to figure out how to get the daily credit to flow. We had to do this multiple times and the staff was consistently flummoxed on how to apply it. Now, they could've just applied a $50/day credit with their apologies, considering the time we had to spend scrutinizing the bill (we usually spent over that at the resort), but they had to go line by line through the bill to apply the credits. If you're going to run a promotion, you should ensure your staff understands how to deal with it or at least empower them to make it right quickly. Our first full day there was spent by the pool. The pool opens at 7am and we got there around 9:30. There were multiple used towels laying on the pool decks from the day before, the garbage was overflowing with cans from the previous day and the non-lounge chair cushions were clearly not put back where they belong. It doesn't seem difficult to execute pool clean-up each evening or early morning according to a standard, maybe even a visual one if that's easier. The first employee showed up to the pool around 11am and sent someone else out to pick up the dirty towels. No garbage emptying that first day though and the limited clean towels available ran out by noon. The employee did finally put some out from the back area after they were asked. The pool cafe/bar only opened Thurs-Sun starting around 11 or 11:30am, but not Mon or Tues (not sure about Wed) even though we called to ask about it being "in season" and open during our stay before we booked. Since they put up a big sign indicating no outside food or drink was allowed by the pool (even though the cafe/bar wasn't open all the time) we could order from the inside restaurant/bar (not a short walk). We did that on Monday, but there was no one available to run it out to the pool. So the expectation is to go into the bar in your swimsuit, order, and either wait for it or come back to get it. How's that for service?! Eventually we just started bringing our own drinks to the pool since there were literally zero employees by the pool to order food/drinks from. They did provide water in the pool area in a plastic tower. It ran out one day, so I went up to the room to get bottled water we'd purchased. As soon as I returned, an employee showed up to refill the tower. Again, a simple standard process would ensure it didn't run out since it took more than 1 day to empty it. Seems they were going through a remodel, as right over the pool wall there were workers smashing furniture and loading it in dumpsters - very loud banging for most days we were there. The main stairway to the second floor has carpet that was frayed, ripped and coming loose. Our room was a suite, so we had the kitchenette (fridge, micro, sink - no utensils). We paid for a room with view, but that's not worth it. The balcony is so tiny that the two chairs and accent table barely fit and the side walls are so tight and tall that the view is limited. General nit-pick about resorts like this - I think it's silly to charge for parking. Paying $500+/night to stay, you should be able to park there for free. Increase the nightly charge if you want, but that's not the business model. The model is to layer on charges (parking, resort fee, etc) to make the nightly charge they advertise seem like a...