Arizona Grand Resort & Spa

Business reply on Google

Dear Brand, Thank you for taking the time to share your feedback. I am extremely disappointed to read about your experience and sincerely apologize for the condition of the accommodations you described. Cleanliness is one of our most fundamental responsibilities, and the issues you encountered are not representative of the standards we strive to maintain. I am also sorry to hear that excessive noise from neighboring guests impacted your ability to rest and enjoy your stay. Most importantly, I regret that your experience led you to leave the resort feeling that seeking assistance would not have been worthwhile. After reviewing our records, I was unable to locate a reservation associated with the name on this review, and I did not find any indication that these concerns were reported during the stay. Had we been aware of the condition of the room or the disturbances you experienced, we would have wanted the opportunity to address the issues immediately and explore alternative accommodations. Your comments regarding cleanliness, room condition, and overall presentation have been shared with the appropriate teams for review. We take feedback such as yours very seriously and appreciate

Business reply on Google

Dear Mac, Thank you for taking the time to share your feedback. I am very disappointed to hear that your stay did not meet expectations, and I sincerely apologize for the frustration you experienced. The condition of the bedding you described, particularly the worn sheet and lack of a timely resolution after bringing the concern to our attention, is unacceptable. While our team did respond to your request, it is clear that we failed to deliver the level of service and follow through you reasonably expected. I understand how frustrating it must have been to return to your room and find that the issue had not been properly addressed. I am also sorry to hear that concerns regarding room condition and service impacted your overall impression of the resort. Providing comfortable accommodations and attentive service are fundamental expectations, and I regret that we fell short during your visit. That said, I appreciate your recognition of our bell staff. I will be sure to share your kind comments with the team, as I know they will be encouraged to hear their efforts made a positive impact. If you have not already had the opportunity to speak with a manager regarding your concerns, I woul

Business reply on Google

Dear Andrea, Thank you for taking the time to share your feedback. I am very disappointed to read about your experience, particularly since your visit did not provide the relaxing getaway you were hoping for. Most concerning are your comments regarding your interaction with a manager and a member of our restaurant team. We strive to provide attentive, caring service throughout the resort, and I am sorry to hear that you left feeling unsupported and frustrated. I also understand your concerns regarding pricing, resort navigation, and the service challenges you described. We recognize that a large resort can feel overwhelming if expectations are not set clearly, and I regret that your experience detracted from your ability to enjoy your time with us. After reviewing our records, I have been unable to locate a reservation matching the name associated with this review. As a result, I am concerned that I may not have the full details of your stay. I would genuinely appreciate the opportunity to better understand what occurred, particularly regarding your interactions with our team and the concerns you encountered during your visit. If you are open to sharing additional information, a me

Business reply on Google

Dear Andrea, Thank you for taking the time to share your feedback. I am extremely disappointed to learn about your experience, and I sincerely apologize for the frustration this caused you and your family. Based on your review, it is clear that we failed to provide accommodations that met your expectations, and I can certainly understand how upsetting it must have been to arrive and find that the sleeping arrangements did not comfortably accommodate your family. Most concerning is that your daughter ultimately had to sleep on the floor. That is simply not the experience we want any guest to have. I am also troubled by your comments regarding your interaction with our management team. We strive to address guest concerns with empathy and urgency, and I am sorry that you felt your concerns were not taken seriously. Additionally, the delay in delivering the requested bedding and the cleanliness issue you encountered in the bathroom are unacceptable, and I apologize for those shortcomings as well. Unfortunately, I have been unable to locate your reservation based on the information provided in the review. I would appreciate the opportunity to review the details of your stay, better unde

Business reply on Google

Dear Mariza, Thank you for sharing your experience. I am truly sorry that your stay fell so far short of expectations. I understand how frustrating it must have been to encounter a lengthy wait at check in, learn that your room was not yet ready, and then discover an issue with the cleanliness of your accommodations after finally arriving to your room late that evening. Finding hair in the bedding is unacceptable, and I sincerely apologize for the disappointment and frustration this caused. While the room assigned was within the Deluxe Suite category you reserved, I understand that the overall experience did not meet your expectations. Most importantly, we failed to provide the clean and seamless arrival experience every guest deserves. Unfortunately, by the time the issue was reported, we did not have any alternative accommodations available, which limited our ability to offer an immediate room move. I recognize that this did not lessen your frustration, and I am sorry that your experience ultimately led you to leave the resort altogether. Your feedback has been shared with our housekeeping and front office teams so we can address the concerns you raised and work to prevent simila

Business reply on Google

Dear Natasha, Thank you for taking the time to share your feedback. I am truly sorry to hear that your recent stay did not meet expectations, particularly given the level of experience you were anticipating. I understand your concerns regarding the overall condition and style of the accommodations. While many guests appreciate the spacious suite layout and comfort, I recognize that the design and finishes may not have aligned with your preference, and your feedback will be thoughtfully shared with our team as we continue to evaluate future enhancements. I would also like to clarify a few items, as I apologize if there was any confusion during your stay. While snacks within the room are part of our minibar and are not included, each suite does offer complimentary coffee and tea along with other essential in-room amenities. Our approach is to deliver value through the broad range of experiences available across the property, as many of our resort offerings are included in the daily resort fee. These include access to the Oasis Water Park, multiple additional pools and hot tubs, the athletic club and spa facilities, golf practice areas, Wi-Fi, self-parking, and resort transportation t

Business reply on Google

Dear Chell, Thank you for taking the time to share your feedback. I am very sorry to hear that your stay was impacted by noise and that you were not able to rest comfortably, as your comfort and overall experience are extremely important to us. Based on our records, it does not appear that a request for a room change was made during your stay. That said, we absolutely would have been more than happy to relocate you to a quieter room had we been made aware of the concern. Ensuring our guests are comfortable is always our top priority, and our team is available at any time to assist with adjustments like a room move to better meet your needs. I regret that this option was not discussed or offered proactively during your stay. I also apologize that the earplugs you requested were not delivered to your room. This is something we typically provide promptly, and I’m sorry this was overlooked during your stay. Your feedback is very important to us and will be shared with our team to ensure we are more proactive in offering solutions that better support our guests’ experience. Should you wish to share any additional feedback, please feel free to contact a member of my team at 602-431-6505

Business reply on Google

Dear Inga, Thank you for taking the time to share your detailed feedback. I am truly sorry to hear that your stay did not reflect the level of experience we strive to provide. I regret the concerns you noted regarding the overall condition of the property and the cleanliness of your accommodations. These elements are fundamental to the guest experience, and your comments have been shared with the appropriate teams for review and follow-up. I also apologize for the challenges you encountered navigating the resort and accessing your room. Given the size of our property, our Bell, Valet, and Front Desk teams are available to assist guests with directions and transportation throughout the resort, and I am sorry that this support was not made more apparent during your visit. Regarding the incident involving your vehicle, I understand how concerning and frustrating that situation must have been. We appreciate that you reported the matter during your stay and submitted a claim, as it allowed our Security team to respond promptly and follow our standard incident protocols. As part of that process, the incident was documented, reviewed, and handled in accordance with our established procedu

Business reply on Google

Thank you for taking the time to share your feedback. I’m very sorry for the frustration you experienced regarding the charges on your stay, as I understand how concerning it can be to see unexpected amounts on your bill. Our resort fee is a standard nightly charge applied to all reservations and is included as part of the overall cost of staying with us. This fee provides access to the full range of amenities available across the property. It is typically disclosed during the booking process on third-party sites, though it may be displayed differently depending on how the reservation details are presented. I regret any confusion surrounding this, particularly as it relates to how the charges appeared on your account. If you would like a clearer breakdown or detailed explanation of your folio, we would be happy to review this with you to ensure everything is accurate and fully understood. Thank you again for your feedback and we hope to welcome you back for a better stay in the future. Warm regards, Mason McIntyre Director of Operations 602-431-6505

Business reply on Google

Dear Guest, Thank you for taking the time to share your feedback. I’m truly sorry to hear that your stay did not meet expectations. I regret that your room did not reflect what you anticipated from our online presentation and that aspects of the accommodations felt outdated. We understand how important it is for our guest rooms to feel comfortable and representative of what is advertised, and I appreciate you bringing this to our attention. I also sincerely apologize for the challenges you experienced with parking. During peak holiday periods such as Memorial Day weekend, the resort does experience higher-than-usual traffic. To help accommodate this, we offer complimentary valet service as well as bell staff who are available to assist with transportation to and from your room via golf cart. I’m very sorry if this was not clearly communicated or did not feel like a convenient solution during your stay. Additionally, I regret that your overall experience did not feel aligned with the value you expected. This is certainly not the impression we want to leave with our guests. At this time, I have been unable to locate a reservation matching the name used in this review. I would truly w

Business reply on Google

Dear Jose, Thank you for taking the time to share your feedback. I’m glad to hear you enjoyed the Oasis water park during your visit. I understand the disappointment regarding breakfast, and I regret that this was not clearly communicated prior to your arrival. Your feedback is important to us as we continue to evaluate how we communicate our offerings and overall guest experience. If you have any specific feedback on how we can improve our offerings, do not hesitate to reach out. Thank you again for sharing your thoughts. Warm regards, Mason McIntyre Director of Operations

Business reply on Google

Dear Janet, Thank you for your loyalty over the past 24 years; we truly appreciate you choosing to stay with us time and time again. I’m sorry to hear about your frustration regarding the current pricing. Rates can fluctuate based on seasonal demand, occupancy, and special events, which can sometimes result in higher-than-expected pricing on certain dates. For the best available options, we recommend contacting our Reservations team directly at 877-800-4888. Our specialists would be happy to assist with checking alternative dates or exploring availability at our nearby sister property that may better fit your plans. We hope to have the opportunity to welcome you back again soon. Warm Regards, Mason McIntyre Director of Operations

Business reply on Google

Dear Laura, Thank you for taking the time to share your feedback. I am very sorry to hear that your experience at the Oasis Waterpark did not meet your expectations. Your concerns regarding cleanliness, food and beverage pricing, safety, and facility maintenance are taken very seriously, and we have shared your comments with our leadership and operations teams for immediate review. We strive to provide a safe, clean, and enjoyable environment for all our guests, and we apologize that we fell short during your visit. Your feedback is invaluable as we continue to improve the guest experience. If you have any lasting questions or concerns, do not hesitate to contact a member of my team at 602-431-6519. Warm Regards, Mason McIntyre Director of Operations

Business reply on Google

Dear Jessica, Thank you for taking the time to share your concerns. I’m truly sorry to hear about the stress this has caused for you and your dogs, and I understand how difficult and upsetting that can be. I did want to clarify that our fireworks shows are seasonal rather than every weekend. When scheduled, they begin at 9:00 PM and conclude at or before 9:15 PM. Our next planned shows will take place over Memorial Day weekend. We do our best to be mindful of our neighbors while still offering special experiences for our resort guests, and I appreciate you bringing your perspective to our attention. If you would like to discuss this further, please feel free to reach out to a member of my team at 602-431-6505. Warm Regards, Mason McIntyre Director of Operations

Business reply on Google

We appreciate you taking the time to share your feedback with us. We are truly sorry to hear about your experience at our resort. Your feedback is valuable, and we want to ensure we address your concerns to improve our services. Thank you for contacting us to address and resolve your concerns. Our priority is to ensure a positive experience for all our guests, and we’re taking steps to make things right.

Business reply on Google

Dear K, We appreciate you taking the time to share your feedback with us. We are truly sorry to hear about your experience at our resort. Your feedback is valuable, and we want to ensure we address your concerns to improve our services. Please accept our sincerest apologies for any inconvenience you may have encountered during your stay. We would like the opportunity to discuss your experience in more detail and work towards finding a resolution that meets your expectations. Kindly reach out to us at 602-431-6519 and ask for a front office manager, and we will be more than happy to assist you. We hope to have the chance to make things right and thank you for bringing this to our attention. Warm Regards, Arizona Grand Management Team

Business reply on Google

Dear Allie M, Thank you for taking the time to share your feedback with us. I am terribly sorry to read about your experience and understand how the housekeeping issues effected your stay. Your comments and the room numbers that you occupied have been shared with our Director of Housekeeping to ensure situations like this do not happen again. It is our top priority to provide comfortable, clean and enjoyable accommodations for our guests, and based on your comments, we clearly missed the mark. I am delighted to know that our front desk managers were able to assist you in remedying the challenges, but we acknowledge that this was an inconvenience to your during your stay. If you have any lasting questions or concerns, please do not hesitate to reach out to the front desk and ask to speak with the manager on duty. We thank you for your time and your business. Warm regards, Stephanie Kirk Guest Service Manager

Business reply on Google

Thank you for your recent feedback. We value your comments and will share them with the appropriate leaders as we work to improve our services. Additionally, we invite you to provide more details about our room product. We're designing a new room experience and would appreciate your input through this brief survey: https://forms.microsoft.com/r/AaX8GvS6Qj. Your insights will help us enhance our rooms and overall service. Warm regards, Mason McIntyre Director of Operations