There's no question why this is a Luxury Collection hotel: it is a beautiful property, rooms and grounds alike. There are views across Phoenix and of Camelback mountain. We drove over from Sky Harbor airport and pulled into the underground parking garage in about 25 minutes (believe me, this is a great blessing in Phoenix!)
At check-in, I requested if by chance they could upgrade me to one of the Canyon Suites. The front desk firmly told me that they don't do upgrades to those facilities. I pointed out my Platinum status but was told that they do not give free upgrades since the hotel was full. I didn't push the issue since it was only a two-night stay. However, if I was staying for a longer vacation here I would be disappointed if my Plat status counted for nothing, especially paying over $350 per night. (I read that others on FlyerTalk were upgraded to golf-view rooms and such.)
Like many luxury hotels, details are focused on the public areas and not as much on the rooms. Our room although large had dated furniture. Everything looked a little used, including dings and dents on the walls and in the furniture. The coverings, sheets on the bed and towels would never match what I would expect at a Four Seasons. The age of the TV was quite evident as well. The bathroom had marble countertops and was nicely decorated, but there was only one sink. The tub was large and there was pretty good pressure from the showerhead. There was no coffee maker in the room, but you can order your own pot for $16. Internet access from the rooms was about $20 per day.
The eight pools at the Phoenician were very good and my wife and I enjoyed a late afternoon there. Contrary to what the staff had said at check-in, the hotel did not seem busy at all as the pools were relatively empty. On the other hand, service at the pool was, unfortunately, quite dismal. I had trouble waving down staff and on several occasions I had to go seek out someone to get my drink topped up or request some water.
We did not have a chance to play golf, but the course did look quite attractive, if not challenging. It was almost $200 for 18 holes. Outdoor tennis courts are available for $20 per guest and even the gym cost $20 per day (what?!).
The last day we were there, I called down to request a late check-out and was also firmly denied -- again reinforcing that this property does not have any respect for Starwood elite members.
From a beauty perspective, the Phoenician is a fantastic hotel and relaxing in every way. From a service perspective, they still have a few issues to iron out, not the least of which is Platinum recognition and nickel-and-diming guests. I've stayed at both the Sheraton Wild Horse Pass and the Westin Kierland and had much better experiences at both of these hotels. When I return to Phoenix, you'll likely find me at one of these instead of the Phoenician.
Review submitted by flywithme.
Posted at July 9, 2007 3:52 PM