Beautiful property! We had everything we needed in the kitchen, plenty of towels, great beach access, the pools were clean, always had a place to sit. Really great!
Customer service left a lot to be desired. Our check in time was 4:00, but the lobby closed at 5:00. Pretty tight window! They had a virtual video connection set up that started “no one was available to assist,” and no fewer than three phone numbers to text to get service. I was so frustrated trying to get help with checking in. Once I got a reply text, we were told to visit the lobby in the morning for wristbands and parking passes.
By 9:00 we had two warnings on our vehicles. Parking cost $55/car. The garage was mostly empty! We paid nearly $10k for our stay and then had to pay the parking fee?
Another time we had a clogged toilet. I texted the number provided after checking in and asked to have someone come help us out. I was told to plunge the toilet myself. Um…no. We didn’t clog it, we paid a huge price tag and I’m on vacation. I texted again and requested to have someone come help. When the technician arrived he said it happens often because there is so much sand collected in the plumbing. Makes perfect sense! And he was very nice.
If I were booking another vacation today, I wouldn’t book with Phoenix properties. Had the check in process been seamless and there were no hidden fees, absolutely! We loved the lazy river and water slides! But the confusion made me want to look at other properties.