ComplaintsforArizona Grand Resort & Spa

• Initial Complaint

  07/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I booked a room for 07/04/2024-07/06/2024 for a total price of $380.49 for 6 people. At the time of arrival at the hotel, I was only provided 4 wristbands. After further discussion, I was told that they only provide 4 wristbands, despite the amount of people you book for. The agent said the best she could do was charge an additional $90 to the room for two extra wristbands which essentially was the price for only 1 wristband. I hesitantly accepted as I had no other option if I wanted my family to enjoy the amenities. We discussed what my total charges were at that point and she confirmed my reservation for $340, the additional $90 charge, and $200 for incidentals. After leaving on 07/06/2024, I was provided a breakdown of my charges, and additional unapproved charges were listed. I attempted to resolve this by calling and texting the number provided for accounting with no response. In addition, I emailed the manager who provided the final total, without a response. My original booking was for $380.49, I agreed to $90 extra for wristbands, and we had some food charges of $43.28, which would be a grand total of $513.77. However, my total charges are $592.64 which includes an early check-in fee and some additional taxes. I checked in at 3:09 PM and was not provided any information about that being considered an early check-in or additional fees. We even went over the breakdown of fees with the agent and this was not mentioned. I would like the company to be upfront about charges and the amount of wristbands a room includes but most importantly, I want my total to be reduced to $513.77 which is the amount I agreed to.

  Business response

  07/08/2024

  We have contacted ****************** and refunded the amount she requested. She seemed to be pleased with the end result. We look forward to welcoming her back to the resort. 

   

  ******************;

  General Manager

  Customer response

  07/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, during my stay at the Arizona Grand, the experience was far from a resort-style level, both in terms of the property itself and the service. The first room we were in was extremely noisy and run down. Furthermore, the sheets werent changed at all. After staying one night, I contacted the supervisor, who allowed me to move to a slightly better room for an additional charge. However, this room also had its fair share of problems. It did not heat properly, the sink drain was clogged for a week and was only fixed on the last day before leaving after contacting the staff multiple times, and the phone didnt work well (people could not hear me on the other side) despite notifying the front desk and management about this for several instances. I also requested a detailed bill, which I didnt get. Overall, I really didnt feel that the experience lived up to the Arizona grands standards, and would like to request compensation in the form of a partial refund, at minimum.

  Business response

  01/11/2024

  ******************;

   

  We have fully refunded this guest. The full refund should credit the card she used with in 5 business days. This is the first communication we have had about her stay. I will consider this complaint as closed. 

  thank you 

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