Sentral Old Town | Scottsdale Apartments — Hotel in Scottsdale

Admittedly, I am torn between Good, Great and distasteful ending experience left on this property. My perspective is probably not coming from the typical guest who would stay here though which is likely the factor that takes it down a notch slightly in this review. I am judging this as a solo business traveler who easily sleeps in 60-80 hotel beds/year. So I am writing this from that comparative standpoint.

The lobby and amenities had the look of a high quality hotel and It appears to be a tourist magnet, a reasonable choice as it is certainly a great location.The two ladies at the front desk were phenomenal! Very welcoming, friendly, polite and professional. Outstanding service at every step of my check in process.

Once I entered my room that's where the facade of beauty started to disappear. The size of the hotel apartment was very decent however was simply not the cleanest or best kept for a “luxury” hotel as I was expecting.There was a noticeable lack of room amenities provided. No coffee machine only instant coffee was provided, minimal toiletries, 2 cans of water and limited cookware if you plan a longer stay.

My overall room experience here was decent at best however my stay did not meet my expectations when I think of a luxury designer furnished apartment as advertised online. I would love to see this hotel make the major improvements.

During my check out a staff member left a very distasteful impression. I was asked by the gentleman if I enjoyed my stay to which my response was - yes thank you, meant to avoid any unwanted conversation of my unfortunate room conditions as I’m ready to leave.

He followed by suggesting if I was then comfortable leaving a positive review regarding my stay because “ When an employee is mentioned it helps the employee with a tip on their paycheck without actually using my own money” proceeds mentioned his name was Michael looks over and points to his colleague sitting beside him, working in their computer (whom I’ve had the pleasure of actually interacting with) and said “Oh and this is also Michael we’re both Michael” I found this to be completely unprofessional and insulting to his colleagues while attempting to benefit out of an experience he had not provided. If your goal is to target mainly satisfied people you’re creating a biased representation of the property and avoiding broader issues.

My final verdict. If you are here for location, and the convenience of a full apartment versus a hotel room this is an amazing place. However if you’re like me who also loves a luxurious day enjoying a nice room. Then this place falls short in hospitality upkeep and until room renovation and upgrades are made you are better off staying elsewhere as the cost of rooms per night do not provide the quality and up keep of a room you are paying for. Now as requested by Michael at the front desk here’s my review of my overall experience...

The check-in process alone for this place is not worth the stay. If you’re planning to get here any later than 11 I truly wouldn’t bother. I showed up and no one was behind the desk. They have a QR code to scan for late check-in except no one answers you. I waited outside for 45 minutes, tried to call security and they had no clue what to do, called the number on the confirmation and it isn’t even set up. I barely leave negative reviews but what kind of hotel doesn’t have anyone to help you check in?!

A response to the Sentral Old Town Team: The picture you painted is incorrect so I want to clarify some things. I arrived at 12:14 AM because of flight delays due to a phoenix storm. I followed the check-in instructions and got an automated response saying I would be helped shortly. Then I heard absolutely nothing for 13 minutes. I tried calling the number on the confirmation and it was out of service. I also called security and they knew nothing about checking in. It wasn't until 12:43 AM that I received anything about confirming my reservation name. So by that time I was already standing outside wondering what was going on for 30 minutes. I was about to leave but I figured the hotel was already paid for (which I had received a confirmation about and no further instructions) so I followed the link. Once I submitted it I waited another 5 minutes before hearing anything. 5 Minutes is not a big deal when it's not almost 1 in the morning and when you don't actually know if anyone will get back to you or not, but this is why automated help for a hotel is absurd. Anyway, I was then told that my credit card was declined and that a link to fix it was emailed to me. It wasn't. I checked my spam and kept refreshing. The only thing I received was another confirmation saying that I had paid. At this point it was 1 AM and I needed to be up in 5 hours for work so I went to another hotel. No one was helpful and the responses took forever. I'm sure the rooms are nice and the in-person staff is lovely but I stand by what I said which is that if you think there is ANY chance you won't get to the hotel during working hours then DO NOT GO HERE. I did however change my original statement to say "after 11 PM" as opposed to 6 since that's apparently when the staff leaves. I don't need further help at this time I just really didn't appreciate your...

The good

The rooms themselves were very spacious - definitely felt a little homelier than if we were in a hotel room. It made it very easy to spread out more without feeling like we were living out of a suitcase. We really enjoyed the bed, kitchen, and living room/smart room TV.

The bad

The parking system is terrible and expensive - you have to book through a third party app at $25/night and hope that no one's parked in your spot. People were clearly trying to get free parking since it doesn't look like they tow cars. If someone parked in your paid spot, you would have to cancel/refund your parking and rebook a new spot.

Then you have to walk out of the parking lot and around from the side to the front to get to the lobby to check in, because the door between the parking lot and lobby is locked by a keyfob that you get at the front desk.

There was no shampoo in the bathroom when we got in, and when we asked the front desk about it, they said they would be out of stock until the next day. Thankfully, the front desk person did get early stock and brought it up to our room.

The sink in our bathroom was broken, and the sink drain stopper kept falling/clogging our sink. We had to make do by sacrificing a cup in the sink and leaving it there so that the sink would properly drain.

Our room's WiFi was broken, and we were told to just use another room's WiFi.

There were definitely stains on the couch and the rug in the living room.

The location of the hotel is in a bit of an odd spot, since you had to walk ~7 minutes just to get to the main street. The hotel layout was a bit weird too, in that you might need to walk a maze until you get to your room.

We asked about late checkout but they couldn't confirm until a day before. When they finally gave us confirmation, it was only for an extra hour. This usually isn't a big deal, but was just frustrating to hear given our experience the...