Loews Ventana Canyon Resort — Hotel in Oro Valley

This was a double birthday celebration for my mom and me. We make it a tradition to choose a resort each year, and this was our first time at Loews. Unfortunately, the experience did not meet expectations for what should have been a special and memorable trip.

My husband called ahead intending to prepay for our stay and upgrade us to the highest suite available. He was met with unhelpful service and was told neither could be accommodated. He purchased a gift card for the full amount he was quoted and also asked about prepaying for spa services, but no one assisted or guided him on how to do that either.

We were approved for early check-in, but upon arrival, there was a significant delay. The front desk associate was new and took over 30 minutes to complete the check-in process. I had requested birthday decorations for the room—willing to pay an extra fee—and was assured it would be arranged. Unfortunately, there were no decorations in the room when we arrived.

I informed the check-in associate that I had a gift card, but I was still required to put a credit card on file for incidentals. What I wasn’t told was that the hold would be nearly $1,300—which defeated the purpose of my husband prepaying for the trip as a gift.

The condition of the room was also disappointing. The cabinet door concealing the safe was broken, and room service initially delivered the wrong order. While that was eventually corrected, it caused unnecessary inconvenience.

The most frustrating part of the stay was discovering that Bill’s Grill and Cascade Lounge were closed to guests on our birthday due to a conference. It’s unacceptable for core amenities to be unavailable to paying guests. Conventions and private events should be held in designated spaces that don’t interfere with the overall guest experience.

We had also reserved a cabana for the day (nearly $350), but we canceled it after seeing the condition. The cabanas were cramped, poorly furnished, and not well-maintained. They should either be improved significantly or included in the resort fee because they are far below the standard expected of a premium experience.

Ultimately, we decided to check out a day early. The only redeeming moment was Yana at the front desk. She was kind, empathetic, and went out of her way to upgrade us to the presidential suite. Her exceptional service helped salvage the situation, but it was still a case of service recovery—you never want to reach that point with guests.

Although we appreciated the upgrade, there were still challenges. For instance, I couldn’t use the private hot tub due to the number of yellow jackets swarming the area (I’m allergic to bees). Despite Yana’s best efforts, the overall experience fell well below expectations.

In summary, this trip had the potential to be wonderful, but multiple service failures and missed opportunities made it disappointing. Based on this stay, I would not describe Loews as a luxury resort—it felt more like a 3-star hotel at best.

Again, I want to recognize Yana’s kindness and professionalism. Without her, we would have likely requested a full refund and left...

I win the presidential suite aka the waterfall suite! Request an early check in for Sunday may 12,,2024 my older sister surprise bday party! We had confirmed that on sat I could check in between 1-2 pm ad winning this certificate I also won 200 food credit room service was to deliver! Sent an email out to 12 people on sat at 1230 noon that we could check in by 1pm! Mind you I booked this room by literally driving to the resort in April 17! Saved all my emails! Check in was not allowed in till 330 but room service didn’t even deliver the 200 food that once again I had driven to the resort 2 times different occasions as to catering or room service! Ac didn’t work properly in too Brother almost had heat stoke, so maintenance had to come up and I was distracted by this not able to enjoy party! Room service delivered not all good, no condiments for chicken fingers, no chips, salsa or guacamole, only 1 sandwiche! Small bottle of Mayo and mustard were EXPIRED! They finally after numerous calls to try to get in touch with front desk a plate of mustard and ketchup small unopened bottles delivered! Mayo was delivered in small dipping containers NOT EVRN COVERED FTOM KITCHEN TO THE 4th floor! Ants were covered on patio along our private hot tub! The mini fridge in room wasn’t working had to bring in extra fridge! Strawberry water was delivered but no plastic cups as there were 10 kids in room! Party was for over 35 people! Ac battery light kept flashing! Called room service to deliver alcohol at around 420 was told they couldn’t deliver till 530-6 despite room service being open from 4-11pm! Had to walk to Bills Grill and 4 adults to carry drinks back to the 4th floor! Our check in didn’t go as smoothly as per the April 17 email and was also advised I’d receive an email 5 days before check in!! Never did! Catering never called so I physically drove down once again spoke to Gaberial and she was to have someone call! No one ever did! Drove back to hotel net with Adam Fischer room service director we discussed menu and it was set! Yet 200 worth of food WAS never DELIVERED!! Mind you this room goes for 1,000 a night! 80 dollars for 10 beers but will get reimbursed for it as we had to walk to grill! I arranged per text that I had spoken to hotel and early check in was available and that is why I sent the text out to 12 people yet were told that room was occupied then was told they didn’t check out till 3 but we got into the room by 330-345 pm?? WAS ROOM NOT CLEANED ! There is an adjoining room downstairs but thst room was opened but beds etc not made! My 2 small nephew were locked outside in that area and could have suffocated and died because the other room was downstairs but no one could hear them bagging on the door! There was no way out god forbid a fire etc!! Very very disappointed and working with staff to get this waterfall suite once again and my 200 food credit as this WAS DEFINITELY NOT WAS EXPECTED FTOM A 5 STAR RESORT! I’d give it a1/2...

Google Review:

We recently stayed at this resort and found it to be a mix of beautiful moments and missed opportunities. The property has incredible potential, and we’re already considering returning in a few months with our children, as it seems like a fantastic place for families.

What We Loved: • Gorgeous Views: The scenery is absolutely stunning and creates such a peaceful, relaxing environment. • Comfortable Rooms: The rooms were well-designed, cozy, and made for a great retreat after a long day. • Family Appeal: We noticed plenty of activities and amenities that would be perfect for kids, which has us excited to bring our own next time. • Memorable Activities: The guided hike was a highlight. It was a fun, informative hour spent learning about the local rocks, trees, and wildlife while enjoying breathtaking views. • Friendly Staff: The staff were kind and genuinely tried to help, even when things didn’t go smoothly. For example, our breakfast waitress was thoughtful enough to let me know their lattes were decaf, which I really appreciated. • Affordable Luxury: Compared to other fine resorts we’ve stayed at, this one is much more affordable, making it a great option for a getaway without breaking the bank.

Areas to Improve: • Dining Experience: Breakfast service was inconsistent. While the waitress was kind, she didn’t check on us much, and we never got coffee refills. At the omelet bar, they ran out of bacon and didn’t replenish it, so I had to grab some from another station and break it up myself. Unfortunately, there was also a bug in my omelet, which seemed to have come from the mushrooms. • Room Amenities: The coffee creamers in the room were old and chunky. Additionally, the Amex amenity promised with our stay wasn’t in the room when we arrived, and despite reminding the staff twice, it was never delivered. • Service Gaps: While the staff were friendly, there were moments where professionalism was lacking, like seeing housekeepers on their phones in the hallways. • Follow-Through: Some operational details could use tightening. For example, the resort did waive our resort fee at the end of our stay to make up for the missing Amex amenity, which was appreciated—but it would have been better if it had been resolved earlier.

Final Thoughts:

This resort has so much potential to be truly exceptional. The location is stunning, the rooms are inviting, and there are clear efforts to create a great guest experience. While there are areas for improvement, it’s evident that the staff care and are trying their best.

We’re seriously considering returning with our kids and give the property another chance to shine. For now, we encourage others to visit, enjoy the breathtaking views, and support the resort as it works to address some of these minor but important details. This place is a hidden gem, and we’re optimistic...