Arcadia Resort Utah — Hotel in Santa Clara

The two units we stayed in were lovely. The problem we had was with the resort itself. I have stayed in Arcadia a few times now and even looked into buying a unit but after this stay we will buy another unit at Ocotillo. We have never had THIS difficult of a time with everything. First off whoever answers the phones for the reservations should not be the voice of the company. Owning a company ourselves I know how important this is. She was flat and didn't care much. Also I couldn't understand her that well. We had a complication with a family member changing the date of a funeral we were attending and Arcadia wouldn't work with us at all and she flat out just said there was nothing they could do to help us out, even though we wanted to stay there we would just need to switch days. I understand rules are in place so we forked out the money and we tried to make it the best we could and go down early and have a family reunion of sorts. After swimming in the pool for a few straight days some kids started getting horribly horribly sick. Mind you we hadn't been anywhere BUT the pool, eating their food at arches grill and going back and showering. One kid got sick from one family and then another from another family, until seven kids and one adult got sick. We had them tested and they had gotten crypto from the pool. After talking with Arcadia about this they didn't do anything, saying everything tested fine from their records. I was ready to call the health department but they had said they had just been there the day before we got there. I would NOT be surprised if MANY people had crypto from that pool but didn't know what they had or thought it was just a virus. Two of the kids had to have IV drips from dehydration. So we spent five of the days we were there with kids puking their guts out and missing out on everything.. Including many of them missing the funeral we came for. We pray no one else got sick but are VERY interested if others did get sick. Also, I don't think the teenager from the pool company they use knew what he was doing in cleaning the hot tub. We couldn't use it on either unit because it was cloudy and gross and the smell of chlorine in the water was so strong our kids couldn't handle it. We mentioned that it needed to be cleaned again and no one came. Another complaint was the fact that I called and left a message for a fix on the garage we were in and no one ever showed up to fix it. I told them at the front desk and nothing happened as well. So we had to listen to loud beeping for about four nights in the garage while we tried to get any sleep possible. This is truly the first time I felt like we were just another person a big company didn't care about. It's the little things that make the difference and we didn't have much luck with that. I hope you all have a better experience and no one gets crypto from the pool. I also would hope that Arcadia would take a bigger stance on making sure there pool was up to the biggest standard because they open it up to the public and it is there biggest marketing ploy for their company, it makes you want to play in the pool when you see all the fun photos. But then you get sick from it. The lazy river was insanely cloudy, so much so that I couldn't see my son a few times when he went under. And then to find out seven kids got a parasite from it was so disturbing. You can do your little vile testing but sometimes a parent doesn't even know their kid pooped in the pool, so how would they know to tell you?! We did NOT get in the pool again and that was so hard for the healthy kids. Don't just push people through Arcadia! The little things matter in a big way. And maybe getting the health inspector out again would have painted a better picture for you rather than sweeping it under the rug while many people get sick. I'm sorry to say you have lost five family's worth...

UPDATE: The owner’s response (below) validates my poor experience with their third party answering service and I am glad they are switching. However, one thing that was incorrect is that the owner stated they are/were using this service only outside of normal business hours. The truth is there is never a time when you can actually call and speak to someone on-site. I called during normal business hours and was still directed to their third party answering service and was told it was not possible to speak to someone on-site. My suggestion for the owner is: in addition to a change in answering service, you really need to find a way to allow guests (perhaps those with a valid reservation number?) to communicate directly with staff on site.

ORIGINAL REVIEW: We really enjoyed the resort and the villas we stayed in while we were there. Our favorite things were the size of the villas, and all the amenities available. The staff on-site was great and helpful too.

The only issue we had with our villas (28 & 29) was that the thermostat wouldn’t let us set the AC below 72, and some afternoons we might have liked to bump it down a bit because it got stuffy.

However, the biggest and most glaring issue to me (and main reason for missing two stars) is the poor third party support away from the resort. After we checked out we realized we left a few things behind. I tried calling and texting the resort only to find that they use a third party answering service staffed by people who aren’t native English speakers and who are clearly reading scripts. They advised me “not to worry” and they would communicate with their team, and from that point it was like playing a game of telephone with them being the middle man and me not knowing what was actually communicated to the staff on site. I requested to be connected to the staff on-site during club house hours, but they said they “don’t do that.” So my game of telephone ended with me not finding any of my missing items nor having any confidence in the communication between me and the resort being...

First the positive: the pools and pool area were excellent. We really enjoyed them and that was the highlight. Where things feel short are the homes. We rented 3 of them. Each are a bit different. Our home, 59 didn’t have any curtains for the windows. This caused many issues. While eating at the dining table, we were blasted with the sun and couldn’t see one one side of the table. Also, couldn’t have any privacy with these giants windows and not curtains. The bedrooms on the street side didn’t have curtains allowing tons of street and outside house light into the rooms. I had to tape up garbage bags to try and stop the light from coming in. In the morning the sun blasted in. The bathrooms didn’t have any way to hang towels or swim gear. No towel hooks, towel bars, etc. no instructions on how to work the complex light/fan switches or thermostats. For a place meant to sleep 20 people, the fridge could not handle it. The ice machine barely worked and the fridge couldn’t delivery cold water. This was very frustrating. Another unit in our party’s fridge just couldn’t work at all. They need to have more industrial appliances for such heavy use of accommodating 20 people week after week. These appliances are going to break asap. The place was not cleaned. So many things were dirty. Toilets, floors, dressers, appliances, etc. The QR code manual was barely helpful. This needs to be far more expansive to help accommodate how the home works. The homes ultimately felt unfinished and not properly accommodating for large groups. Some furniture is not suitable for children. Sharp edges, glass tables and nothing is secured to the walls. Be careful if you have young children booking here. Hot tubs did not seem secure to prevent...