Hilton Scottsdale Resort & Villas — Hotel in Scottsdale

I hate to have to give this rating but this was more like a hotel or motel stay than a resort experience. And then has the audacity to charge a resort fee of $30 per night. We had better service from the surrounding businesses during our stay. We were spending the weekend through Tuesday to celebrate my sister's birthday. The first night some random approached my sister at the pool asking to use her phone. He didn't seem to be a guest of the resort. On a separate occasion, We asked the front desk to have housekeeping to clean our bathroom only while we stepped out. Because of COVID room cleaning is done upon request only. They cleaned the entire room everything which meant they had to touch and our personal belongings. My sister normally declines housekeeping when she travels because she doesn't trust them around her things. So she bent a little to appease me wanting to have our bathroom cleaned. So guess what that meant? No more cleaning of the bathroom during the rest of the stay for my own sanity. Next issue was anytime we needed towels we had to go down to get them from the front desk ourselves. $30/day RESORT FEE covers what exactly? The in room refrigerator was missing a shelf and never got cold and was set to the highest temp when we arrived. The next morning on my sister's bday I ordered delivery from my favorite juice bar in Scottsdale. I so happened to open the browser on my phone to learn that it had been delivered to the front desk, even though I gave postmates the room # when placing the order. You'd think the front desk would call up to my room to let me know. But not here. I called down to confirm it was there and our organic cold green drinks had been sitting there for over 15 mins without not even a phone call from the front desk. I even had to go down to retrieve while still in my PJs. Her excuse was that post-mates guy said he would reach out to me. I did receive his message when I returned home days later on my house phone voicemail. I felt that the front desk should have still notified me regardless, after all I am a guest at their RESORT! Every time we were leaving or entering we weren't greeted by staff who sat behind the desk doing absolutely nothing except on the morning of our departure, the Director of the Front office greeted us with " Good morning" as we set off to make a few errands before check out. This was our first time seeing her and we later learned of her position at checkout. I have never had such mediocre service at a resort. Normally when I visit AZ I stay with friends who are 100 times more hospitable than this minus the resort fees. The director of front office, asked us how our stay was at checkout but we didn't won't to miss our flight and couldn't devote the time it would require to share our...

Pool staff, door and bellhop staff, are attentive and service good... Margaret was the best!

However the whole thing turned upside down when I called for a late checkout,

Late checkout rates: 11:00am checkout 11:30am complimentary 12:00pm $50 4:00pm $209 An extra night (Sunday) $397 Original nightly rate (Friday and Saturday) $209

Aside from this just being inaccurate and downright unreasonable, and as a Hilton honors guest, this fabricated information was delivered in the most rude and unfriendly way. I was as friendly as one could be when one is requesting something and this extremely rude reaction led to me asking my wife, "what she wanted to do" and Francisco, the man at the front desk, hung up on me before she could utter a sound. This was so surreal I had to leave a review. I'm not exaggerating when I say Francisco ruined the whole experience with his unapologetic, and genuinely sadistic deliverance of made-up info. After this phone call I went online and saw that the fee structure was vastly different than described by Francisco. at this point I went in person to the front desk and asked to speak with a manager where I met Francisco face-to-face. He claimed that the manager was busy and that maybe he could help me. I again explain my situation and he again held fast to those time and rates. I told him that's not what's in writing online on the website, where he proceeded to tell me I that a late checkout request needed to be booked online only. I replied that it doesn't mention that online and that I would rather speak with a manager. With an upturned nose he turned around and said mumbling, "the manager's going to say the same thing." After several minutes of him prepping the manager they both emerged from the back office where I again politely asked for a late checkout. Kira, the manager, promptly offered me a 2:00 p.m. check out at a $40 rate which is also different than the website. Although I'm somewhat satisfied with this inconsistent and comprising, arrangement, I am still leaving a negative review. I'm going to tell you this resort is absolutely nothing special. The layout is terrible. I had upgraded our stay to a villa but what they don't tell you is that they are a drive away meaning every morning you would have to drive to get to the Banquet Hall and back at night. After realizing this I asked for a regular room and was given the tiniest of rooms. So small you can only get out of each bed on one side. The sink is barely held together with weathered and obviously recycled, and poorly painted plywood. I also woke up to a thick layer of dust on my clothes, laptop, and smartphone and was having wheezing in the morning, probably from unkempt filtration in the HVAC. Do yourself and your family a favor and...

Please don’t plan an event or stay at a room here. Completely ruined my daughter’s 13th slumber party with her friends. I don’t even know where to start. The pictures are a catfish. The hotel is 1970s old and under construction everywhere. I know why it is cheap because they are stealing peoples money. Pool/hot tub was dirty, the room a/c wasn’t blowing right, so I called for maintenance. He said he fixed. We went to the pool and came back to a hot humid room. It was so hot, the kids started to get sick. I call to the front desk and the man was super rude. I tell him the issue and ask for a different room. He says we don’t have any more rooms. He asks if I wanted some fans. I snapped at him and he ended up “finding me a room”. At this point we are completely unpacked, the kids are half sick and super sleepy. A gentleman comes to the door. He was super nice. He help us pack our things and carried everything for us with multiple trips. He took us to a room that was ice cold. The girls started to feel better. My daughter (the birth girl) almost fainted from the heat. It was the week of June 3, so it was 100+ outside. I wanted to leave but it was midnight and they had just went through so much. The next morning we pack our things and go downstairs. I talk to the manager and he apologized for the man. He knew exactly who I was talking about and said he had received other complaints. When I first got there I should have followed my first mind and just lost the money. Going somewhere else and spending more would have been worth it. When I checked in I asked the lady at the counter why it looked different and she said Hilton had just bought them and it used to be a very old motel. I showed her the picture and she said that the one in the picture was downtown phoenix. This hotel (wannabe resort) was in Scottsdale Arizona, so you would never dream that you would have that type of experience. The manager offered me enough points to get a room at the resort downtown because he could not refund Groupon. I went home, apologized to my daughter and all of the parents. I went in to plan another sleepover at the good hotel and the manager never loaded the points. I’ve used Groupon before for other resorts and have never had anything close to this experience. I was and still am super disappointed and disgusted. Something told me to go check it out before the check in date, but I got too busy. I will not buy another Groupon with going to check the hotel/resort again. First and Last time getting scammed. I’ve surprised my teen with resort rooms before and she was super embarrassed in front of her friends at the experience they had just had. Especially all of them getting sick from the heat. Ugh, How...