Bluegreen Vacations Cibola Vista Resort and Spa, an Ascend Collection Resort — Hotel in Peoria

Upon check-in, our room was not cleaned. We called to report this and was left on hold for long enough that my wife decided to walk back to the registration desk. As a result of this, they provided us a $75 resort credit that we could use during our stay.

When you check-in they try to get you to sign up to take a "tour" aka timeshare pitch and we agreed to do it voluntarily. Yes there were incentives for us to do it but we were not required. Upon showing up for our scheduled tour time, they told my wife and the rest of our party that I.D.'s were needed. The women had to go back to the room to get their I.D.'s as we weren't told that I.D.s were required. Once the ladies returned with their I.D.s the desk told us we were too late and could not take the tour. Mind you, myself and my buddy were waiting in the lobby area while the women went to get their I.D.s. This made no sense since they sent the women to get their I.D.s and knew what time it was and also because we were there voluntarily.

Come to find out, some guests are required to do the tour in order to have a discounted rate on their room stay. We were not in that situation but the desk girls assumed that we were. Our stay was already paid for way prior to arrival. When I told the desk ladies this, they still didn't seem to get it and told us we would have to reschedule or be charged the full retail price of the room. At this point we just decided to not to do the tour. However, the women went back to the original lady in the registration area who signed them up for the tour and told her what happened. This lady apologized and eventually we agreed to do the tour the following day.

Upon doing the tour the following day, as part of our gift, they gave us a certificate for a 6 or 7 night stay for a future date and then when we read the terms, it said not valid for CA residents. They knew we were CA residents because they required our I.D. before beginning the tour and asked us multiple times where we were from in trying to build rapport.

We went back to the original lady once again and explained all of this and they offered us a 2 day, night stay instead. Which does not equal the original promised offer of 6 or 7 nights. After we brought this to their attention, they ended up giving us 2 of the 2 night vouchers.

Its like they messed up so many times and would try to make it right but even when they would try to make it right, they would still mess up.

The customer service at the timeshare office was terrible.

Then, during our stay and while at the pool, we were told we could not have our ice chests in the pool area. Its 100+ degrees and we can't have cold drinks? They actually allow the non-alcoholic drinks but no ice chest? So all the kids out there can bring a drink but drink it warm? makes no sense. Then, in talking with the pool police (employee with spikey hair walking around), they allow tumblers type cups with whatever the hell you want to put in there, which everybody knows is alcohol but again no ice chests. I watched a guy who had a soft cooler, like the trader joes insulated bag type, get talked to by the pool police so he takes out gatorades and water and sets them on the concrete by his chair and has to get rid of the bag. Again, no sense!!

Its the people at this place that are the problem. The resort itself is nice and there are games to play etc. Would I come back to the resort, 100% yes but that 100% is severely reduced if the customer service does not get their act together when there are tons of resorts in the phoenix area to...

We arrived on a Saturday (early June). Everything seemed great initially. When we got to the room (Presidential 3 Bedroom, 5000 points a night) I was greatly disappointed. The villa itself was on par with a standard room at just about any other resort. The Master Bath was rediculous. It had a standard tub/shower combo, single toilet and about 1/2 size double vanity all spread out across a huge room. The Beds in all the rooms were horrible. The mattresses were cheap and all night my wife and I could literally feel the spring poking up in our back. The description says its sleeps 8 but everything in the kitchen looks more appropriate for 2. The kitchen sink is medium size at best, and has a light hanging directly over it at about chin level. Makes it impossible to use the sink without holding you head to one side or the other. Right next to that is a very small (for studio sized units) dishwasher. if you have more than 2 or 3 in the room you will not be able to wash all of your dishes in this dishwasher. The refrigerator is not hooked up to water so there is no cold running water or ice in the room. This brings up another issue. The night we arrived, there was a mandatory statewide 8 pm curfew due to protest in the area. At about 745pm I looked in the freezer and discovered there was no ice. I called the front desk to see if there was ice anywhere on the property. I was told by security personnel that "if i look in the freezer, there should be some ice trays and if I fill those ice trays with water, they will make ice". I guess he thought I was too stupid to know how to make ice. I ended up having to rush down to a convenience store (arriving at 759pm, one minute before they closed) to get a bag of ice before the curfew went into effect. It would have been really nice to have been told that I would not be able to have ice otherwise. Would have been even nicer (considering the point values required to stay here) if the resort had contacted the local ice distributor and had ice delivered to the property so that it is available to the guest. The living room is nice, the patio was good and there is a 3 panel sliding door that opens 2 panels to make a very wide opening. This was really nice since the weather while we were there was perfect. The guest bath was actually nicer than the Master bath. The two guest bedrooms were pretty small for a Presidential. All in all, the Presidential is not very Presidential. To me, it appears that they had a grand plan when they were building it and perhaps ran out of money, so they just put the cheapest stuff they could find in the suite just so the could get it open. I can't speak for other rooms, but the 3 bedroom presidential is not worth 5000 points a night and if I were given the opportunity again, I would not stay there. I did speak to the Asst General Manager while I was still there and was told that they assume the the guest due their due diligence before booking to ensure they are getting what they expect. Well I did the due diligence that was available, but it was not sufficient to know that this 3 bedroom Presidential was lacking, so if you are considering this property and perhaps a 3 BR Presidential, here is your...

Such an awful experience at Cibola Vista. We had four different families all book rooms for Father’s Day weekend. My parents reservation was booked through Priceline but when she tried to check in there was no reservation. For hours my mom was in tears and was told there was nothing they could do because they were 100% sold out. I checked into my room and the concierge (Joanne) said they could get my parents a room if we did their timeshare presentation. We had no other choice but to agree. It’s very disheartening that they did in fact have a room and were not willing to allow my parents to book it unless we did something for them. Out of the four rooms our group had, two of them were not able to check in until 6 PM! That is insane. One of the rooms did not have hot water. And lucky us…. Our room did not have working a/c. 115° outside and we had to go without a/c for three days and two nights. I had to drive home to get a fan just to have any air in there. The people next to us were kind enough to leave the room separating door open so we could get some of their air drifting to our room. Our two young boys were miserable. We had maintenance in our room three times trying to fix the air. Which is the last thing you want to deal with when you’re trying to celebrate Father’s Day and a birthday. Very late on our last night did the manager finally offer to look for a different room for us. At that point we just wanted to go home. We couldn’t even find ice anywhere. When I called the front desk asking for ice… they said they could TRY to send some up but that I should go look for the ice machine. I walked up down and all around the buildings for 45 minutes in the Arizona heat before I had to call back down and firmly request they send ice to our room / sauna. Even though it was the worst experience… Joanne, the concierge, told us we still needed to sit through the timeshare presentation. We told her it was a waste of time as there is no way we would ever buy in after this experience. Such a bummer too because we were planning on buying in before this all went down. She was very high pressure and clearly did not care about our experience at all. Even on the morning of… she came down to the presentation and was so focused on her commission that she was saying anything to get us to stay through the presentation. Even threatening us with charging us more for the room we stayed in. As business owners in the service industry, we were very shocked and disappointed by the manipulative and callous treatment we received by the staff at Cibola Vista. Joanne said we HAD to stay in the presentation and tell them about our experience. Give up two hours of my life to tell another person about how terrible our weekend was. Because spending Father’s Day and my husbands birthday telling the front desk several times and the maintenance guy many many times and the manager and the concierge wasn’t enough. I needed to tell the timeshare guy too. What a waste of time and money. I highly recommend investing in a...