Lylo Swim Club — Restaurant in Phoenix

Lylo’s as a place is fun and has some decently good food/drink but the staff there are not trained to offer pleasant customer service. FYI, I’m booked at the Rise Uptown Hotel (situated next door) so that’s how I heard about Lylo’s Happy Hour.

After a long flight from Toronto I was happy to arrive in the shared parking lot between Lylo’s and the hotel. Before even checking in to the hotel, I looked at my watch and made my way into Lylo’s to order some food and drink to enjoy their acclaimed Happy Hour for which I’d received a SMS notification to attend.

As a polite Canadian would do, I had already tried to call Lylo’s while in my Uber to order some Happy Hour food and drink before HH was over at 6pm. I call twice. There was answer so I was unable to place an order before arrived. Screen-grabs of my calls are attached.

Then when I finally arrived, I found myself situated behind a disabled person with both sight and physical challenges walking slowly and carefully with a cane.

Like any decent person, I patiently waited for them to make their way to the host while watching the time on my phone go from 5:54 to 6pm.

Finally at 6:03pm, I got to speak with a host to jovially ask if they would kindly consider extending their Happy Hour menu for me under the circumstances.

The host tells me that is impossible. Then their Manager affirms this. I ask them if it’s possible to make an exception and if it’s possible to ask a supervisor. She/they look at me with attitude right out of Mean Girls and tells me that’s out of the question.

Given this unwelcoming experience, I tacitly smile and walk down the street to enjoy some nourishment elsewhere.

I have some reflections about my experience at Lylo’s. As a small business owner myself (here in Phoenix for my first time) it makes me wonder why these staff members at Lylo have not been better trained with the basics of decent Customer Service. Good listening, a pleasant smile and the ability to (on occasion) override a rule go a long way with respect to customer retention and a brand’s reputation. In my case, a token gesture of a free dessert or complementary beverage would have been thoughtful - given that they could allegedly not offer the regular HH specials.

For whoever you are who’s the owner of Lylo, for your benefit, I hope you read your own Google Reviews and gain some insight into your policies and how your staff come off to your guests. Customer acquisition and retention not to mention poor Google reviews are something that all business in 2024...

Won’t be back! So sad… this establishment has so much potential! Amazing remodeled rooms, trendy decor throughout and amazing pool. However… it ends there.

Came back my 2nd time after enjoying the Lylo swim club for Memorial Day. (Deleted my 5 star review from that date) I have been wanting to come back to see the rooms and have the chance to experience staying at the resort.

I booked through Hotel Tonight and arrived early for check in and was greeted by a wonderful attendant and had a speedy and 10/10 check in thank you Rachel as you were the only customer centric employee. This is where things went downhill…

Pool was crowded and warm as bath water, and service was dismal. We had been told at check in that we had a pool side room and 2 free drinks at the bar after 4pm. When we went to get our free drinks we met by a very standoffish and discourteous bartender named ANDREW who simply told us they don’t offer free drinks during the week I told him we were told that they were available and he simply looked at me like I was trying to pull a “fast one”.. mind you we had just spent over $100 on PAID drinks. So this should have been no issue. Low and behold after going to the manager of the front desk they informed us that the free drinks were being offered at another bar on site.. this was not communicated properly and made us feel incredibly disrespected.

No problem though we showered and decided to go finally get those free drinks we had been waiting for since 1pm check in.. to be told that my friends out of state ID would not be accepted … although it was perfectly accepted for our paid drinks. I had ZERO issue with the declined service as I understand it is their liability however the staff informed us my guest ID was taken by management and “would not be served” well this is an issue since we need the ID to drive home. Now the cops are coming to “verify” his ID (which has been used at CVS, Bars, and recently sent direct from DMV) so we can leave this place and book a new reservation… maybe after dinner since we have to wait for the cops to verify that the ID is real so we can get our refund and NEVER come back. Matthew O Toole the GM needs to have his staff undergo hospitality training at a minimal to better service guest from check in to check out. The best decor and trendy paint doesn’t make up for POOR service.

UPDATE: cops came ID was as real as it was when we arrived and our stay has been refunded. However the bad taste of this place is still in...

The kingdom of bad attitudes

If you're looking for a place with unique drinks but don’t mind getting scolded like a child, then this little hotel in the middle of nowhere might be for you. My friends and I had the misfortune of visiting today, and let's just say the experience was less "luxury beach club" and more "high school cafeteria with a cover charge."

From the moment we arrived, we were greeted with the kind of service you'd expect at a run-down fast food joint—attitudes that were almost as bad as the area the hotel is in. The place itself is tucked away in the back, probably to hide it from the eyesore of a neighborhood it's nestled in. Honestly, it felt like they were doing us a favor just letting us in.

We got our little wristbands and ventured in, only to be met with lackadaisical service and employees who looked like they were in dire need of a vacation themselves. The crowd was surprisingly pleasant, probably because they were trying to make the best out of a bad situation. But $45 to hang out at this so-called "luxury" hotel? No thanks. I've seen better pools and friendlier faces at any one of the 30 other amazing hotels in Scottsdale.

The rooms might look nice from a distance, but don't be fooled—there are plenty of other places where the staff actually smiles and seems to care about your experience. As we were leaving, my friend politely asked about something he overheard, only to be met with immediate disrespect and aggression. Is this really how you run a hotel?

And just when we thought things couldn't get worse, they called the cops on my friend—who, by the way, is a legal 21-year-old—after serving him drinks all day. That's right, they sold him drinks and then, out of nowhere, decided to call the police. You can't make this stuff up.

So, to the management (if you're even awake), you might want to consider hiring staff who don't have attitude issues and maybe—just maybe—actually enjoy their jobs. Until then, good luck with your little operation. You won't be seeing us again,...