BookIt.com Verified Traveler Brian from MA

"breakfast choices limited and bland -"

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"Room Service was horrible. I waited 1 hour on food to be delivered and when I called to check on my order they told me that I would have to wait another half hour before they could deliver it to me, which would have been closing time for them. The refrigerator that was in the room was broken so I could not keep my baby's milk cold. I went to the front desk to report both problems and the agents gave the excuse that it was late and room service is usually busy before closing and they could not accommodate me with another king room. I tried again to voice my frustration with the front desk the next morning. The front desk agent that was on duty was a little more sympathetic. He said that he would upgrade me to what they called a Ambassador Suite and they put an express cleaning request on the room. He also apologized for the inconvenience and told me that they would be calling me to move me soon. Well once again I was disappointed because I waited around my room all day waiting on that call. It took for me to call them at 2:00 pm to find out that the new room still wasn't ready. The front desk agent told me that it would take 1 more hour before the room would be ready. At 3:45 pm I walked over to the front desk from the pool area to find out my room still wasn't ready but that they would just put me in another room. The agent then told me that she needed to see my ID and a credit card for incidentals. I had to walk all the way back to my room with my baby to get the same credentials I had provided them with the night before. When I returned to the front desk to give them the information needed, the same unconcerned front desk agent from the night before only apologized for the agent that asked for my ID and credit card. She explained that she was a new employee and she wasn't aware that I didn't have to provide this information again. She then had the bellman, who just happened to be the nicest employee that I came in contact with at that hotel, to help me move to my new room. The Pointe Hilton Squaw Peak is a very beautiful resort, but the experience that I had there really makes it hard for me to want to return or even refer to someone else. Although I know it may be very hard to please some guest, I suggest to Management to work with their employees and teach them how to be a little more considerate to their guest. Especially the ones who have already pre-paid for their rooms."

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"This resort is a great place, wonderful restaurants, pools everywhere, the lazy river is very relaxing. We had a wonderful time."

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