The Westin Kierland Resort & Spa — Hotel in Phoenix

Booked this place for a “staycation” since we couldn’t swing a beach trip this year. After researching all the different resorts that have a lazy river, I picked this location for a number of reasons.

Reason #1.) They advertised more than one bar around the pool, including one attached to the lazy river.

Reason #2.) Nightly bagpipe concerts out on the lawn.

Reason #3.) The spa area looked more impressive when compared to other resorts in the area.

The top 3 reasons of my family choosing this resort were sadly not met.

1.) To start, the bar along the lazy river was not open at all, and based off the looks of it, it looked like it hasn’t been open for a long time. The “order drinks while floating down the lazy river” that was advertised was not an option.

2.) The area where the nightly bagpipe concerts were to be held was under construction, so, no bagpipes. If there were indeed bagpipers, we were never told when and where they would be.

3.) The spa that looked so impressive was also under construction. I was informed of this when I booked a massage, and I was escorted into a hotel room that was converted into a message parlor. (The therapist was awesome though, and he did a GREAT job. It just wasn’t the spa experience I was expecting due the price I had to pay overall.)

Other things that were a let down:

The room location: I opted to pay more for a deluxe suite, which tuned out to be a casita. Sounds great and all, but in order to get to the casita, you either have to walk through the pool area, or walk all the way around by the parking lot and paddleball courts to get to your room.

Now, walking through the pool area isn’t bad…. If it’s open (which is another thing that I’ll get to) There are multiple gates in order to enter the pool area, but your key will only work on 2 or 3 of them. So even though there’s a gate right by your room, be ready to walk, because you can’t use the gate. Also, your SOL if the pool is closed. There were multiple times where we had to walk around the perimeter of the resort just to get to our room. Being in the dead of summer, it was HOT, to say the least. If you plan to stay here, please don’t opt for the casita. Pay less, and stay in the main resort area.

The pool and lazy river: I have no qualms with the pool or lazy river itself. Both were nice and clean, with plenty of seating available. My issues was the times these amenities are open. The hours are unacceptable in my view. (Especially when we visited during the summer)

The lazy river closes at 6:00 PM, but by 5:15-5:20 they are turning off the waterfalls along the sides of the lazy river. They are telling the guests “I know it’s not closed, but get out!” The main pool doesn’t close until 9:00 PM or 10:00 PM, but the bar does last call around 4:30 PM both nights we were there (which was a Friday and Saturday night) If the pool is open and available, you’d think the pool bar would be open as well, ESPECIALLY on a Friday and Saturday.

To say that the whole experience was a negative though, wouldn’t be accurate however.

The food: We ate at all three restaurants (Faro & Brag, Walz & Weiser Whiskey Bar, and Brittlebush Bar & Grill) and the food was very good at all locations (though expensive. $10 to add a cup of coffee to your breakfast.) However, when we visited Faro & Brag during breakfast, there was a HUGE breakfast buffet laid out, which we weren’t offered. Was that something you had to pay ahead of time? Did you need a food voucher? Who knows. They didn’t tell us. It’s fine if that is something that isn’t available for us for whatever reason, but tell us why.

The valet guys were awesome! Those guys work HARD, and it was HOT out there, and they were always friendly and cheerful.

Room service: I was also very happy to see that room service cleans your room every day you’re there. You don’t see that often anymore.

The rooms: The rooms themselves were nice. Beds and pillows comfortable. Nice size tub, and cold A/C, and very clean!

In summery, this was an average experience for the high...

Currently staying at this resort for the purpose of enjoying the area and relax after a health issue. Review is more about room design, and service management of noise complaints.

Grounds are beautiful. Bed comfortable and rooms well appointed, but dated. Bathrooms definitely need work on tile grout and flooring- very grungy. Coffee maker is single serve and small but functional. Phone is from 20 years ago. Food typical; room service fees are nuts, food so so. Resort fees exorbitant and frankly not of value.

Absolutely zero noise policy. Nor is there follow up beyond fake placation. Their open air bar/restaurant is below in a courtyard. Poorly designed - there are multiple high end guest rooms flanking this bar on 3 sides. Thus, good luck to you if you’re here to relax. Food service in the open air courtyard closes at ten with bar service till midnight at which time it closes. Purportedly. The noise level from groups partying until well after midnight is ridiculous and frankly unacceptable. There seems to be nothing the service desk nor security will do, other than “ keep an eye on things” or “we will let security know”- who functionally do nothing, night after night. Ultimately, all paralyzed by a set up that doesn’t work. The priority is serving alcohol to rowdy loud golfers at the expense of other guests in an area where you have bar services drinking guest rooms? Nothing against people socializing in the evenings so frankly this is a function, design and management issue. If booking just beware and be aware: if you are hoping to come to this resort for a relaxing quiet oasis as described in the advertisements for this resort? - and you are booked in a room or suite flanking the courtyard /golf course - you will not be relaxed or rejuvenated if sleeping was part of your family’s plan. The bar service manager here takes no responsibility to settle raucous guests, nor does front desk or security- even when multiple guests call. I have called after 11, midnight, and just before 1am on three consecutive nights.

No equivalent room to the suite we booked was identified to move to. No effort made to provide other complimentary offerings - which would have been a nice gesture… a free meal? A reduced rate? I don’t know- ear plugs?!?

Had we known about this set up- we would never have stayed at this resort and would not recommend if you want any peace in the late evening, from your overpriced room. The resort should reconsider this design of its bar area- it’s totally nuts. New flash - drunk guests are not “quiet”.

Very disappointed- have stayed in many Westins, high end resorts and unique locations around the world. Apart from this view, we were disappointed this Scottsdale Westin. And since I could not sleep restfully until well after 1 am any night … had lots of time to...

We visited the Westin Kierland Resort & Spa the second week of April 2021 for a business retreat. This was an R&R trip/corporate meeting, and was a replacement for the planned annual retreat in Costa Rica. We chose to go back to the Westin due to the consistency of product and previous experiences we have had at the hotel. They have always treated us so well, and we were excited to return once again.

The hotel itself is in fairly good condition. There has been regular maintenance during the Covid-19 pandemic, and they have also spent time upgrading many of the rooms while guests were not allowed at the hotel. However, some services, such as housekeeping, the gym/spa and restaurants on site were still operating on restricted hours or schedules.

As always, hotel staff was very nice, but also understaffed. We spent most of our time meeting around the adult Aguamiel pool area, and the staffing was minimal. There was only one server for the pool area and during busy times it was taking almost 30 minutes to receive F&B orders. This was also the case in several other locations throughout the hotel. Fortunately, the service we received was good.

The housekeeping services were also on an 'on call' basis, unless stays were longer, as they staff is on a rolling 3 day schedule for cleaning guest rooms. If we needed something, it was delivered to us, but it was still sad to not have our room cleaned every day.

There were two sizable areas we were disappointed in during our visit. One was the removal of 'Audi Lane,' where Audi owners were previously allowed to park right by the front door. The second was the condition of the Aguamiel pool area. Many of the chairs around this pool were in disrepair, with broken parts and torn up cushions. In addition to this, the pool was visibly not clean. Every day we noted a swirling debris field right near the center of the pool (no, I'm not joking). When we mentioned this to staff, it was promptly cleaned, however, upon checking the filters around the perimeter of the pool, these were either filthy or clogged altogether, with everything from cigarette butts to used, soiled masks (I assume previously worn Covid masks). Regardless, I checked these filters each of the last 3 days we were there and they never were cleaned, despite my discussion with pool staff and hotel management.

This made the visit disappointing and I hope the hotel will work on this prior to our...