RE: Pointe Hilton Tapatio Cliff Resort or Hilton Phoenix Tapatio Cliffs Resort. OK HOLD EVERYTHING!! WARNING DO NOT STAY AT THE Hilton Phoenix Tapatio Cliffs Resort! This could not possibly be a Hilton Resort - yet it is labeled as such! Please ignore the glowing reviews of the Pointe Hilton Tapatio Cliffs resort. We are staying there right now, May 17, 2022. Somebody at Hilton must have paid these TH-cam and online reviewers a money or comps to post these wonderful reviews because they don't match what we are experiencing! And other guests: read the reviews at TripAdvisor before coming here. We made a mistake and didn't read them! Those negative reviews are true assessments, they are not exaggerating. Ignore the positive ones, they must have been paid or comped. 1.The carpet & tile floors in the room were dirty, the bottoms of our feet were black after walking barefoot around the room after only an hour. Our solution was to put large bath towels on the tile and walk on those. Frankly, the entire room and furniture should be steam cleaned from our experience and from what we have now read from recent spring 2022 reviews. 2. Air conditioning in our room was not working when we arrived, and it was hot and muggy in our room. We immediately called, as there was an error message on the wall thermostat. We had both doors and windows closed, but it said they were open. The A/C will not work if any window, outside slider or door is open. We called again after 20 minutes went by and no one came to fix it as promised. When we called a second and third time, someone finally came. They had to replace the sensor on the sliding door in order for the air conditioning to work. Aren’t we paying for that air conditioning? Shouldn’t we be able to control it as we wish without sensors? 3. Air conditioning in our rooms is controlled by a Wi-Fi connected Wisuite brand motion sensing thermostat in the bathroom area with the lowest range preset at 68 degrees - it will not allow you to set the cold lower than 68F! With motion sensor thermostats when you sleep there is no motion at night so the Wisuite thermostat thinks you are not there and turns off the A/C. And ours is located in the bathroom area, not the bedroom! This makes for a restless miserable hot night. 4. No pen or paper in the room. 5. “Resort” amenities in the bathroom include a hair dryer and three tiny shampoo, conditioner and lotion bottles. Nothing else. This is not Hilton Resort quality. It might be a small thing, unless you are paying the bill. 6. The room phones don’t always work for calls within the complex, you hang up and pick up repeatedly and eventually they work. The phones haven't been scrubbed for years - they may be sanitized, but they are dirty. 7. The outside decks should be pressure washed. 8. The bathroom fan screeched when we turned it on and started smoking, smelling bad. 9. We called for help. No one answered at the Guest Services Hotline, as it rang and rang. Next we called Guest Reception, no one answered there either. So we called the Bell Desk and they answered. We explained all that had gone wrong and how frustrated we were. He was very kind, and said he would get someone there right away. They did come in just a few minutes. Maintenance could not find a replacement for the fan, so we have no exhaust fan this week to get rid of the humidity when we shower or use the tub. 10. When they removed the bathroom exhaust fan the fan grate in the ceiling was clogged up like a 40 year old bathroom fan - no wonder the fan was burning up! 11. We had one chamomile tea bag and two coffee bags for the hot coffee maker. We do not drink coffee, but do drink tea. It would be nice to have some regular tea, not one herbal tea usually taken at bed in order to sleep well. 12. We were told we would have a view of the pool area - we asked for that specifically when we made the reservations and the reservation agent assured us that we did overlook “The Falls”. We got to our room in building 6 and it had a view of the cliff behind us and a parking lot in front of us. No view of the pool area. We were then moved to building 7, which, except for the rooms on the end, is entirely above the parking lot. In building 7 you begin to see a little of the pool area. It turns out that ONLY building 8 which has the true “Falls View” location as it is above the resort’s major pool area, with falls behind it (entry area with very limited street parking) and a view of the pool area. If you look at the rooms online, you are made to believe by the description and the photo that your room will definitely be there if you pay that rate. Very deceptive. 13. Note there is no way to call in to make reservations with the local resort staff. On every attempt, even to a 602 number you go to a global Hilton reservation call desk which may be in someone’s living room (one of our calls sounded exactly like that). Actually it’s pretty nice that Hilton call center staff can work from home, they just need to find a quiet room to work from and or a headset! 14. The falls pool “spa” is not a spa, it is a hot pool. When you turn on the “spa” bubbles and they are just ornamentation, they are not the jacuzzi type for comfort or to massage sore muscles. 15. May 2022: Geyser and Grotto pools are open to 8, Geyser pool water slide closes at 5PM 16. Cascades Cafe: After 10 minutes we got the nachos, but had to wait quite a while longer for the drinks. There were 4 people at the bar at this time, one bartender, no server. Nachos were served with cold chicken chunks on top and watery nacho cheese sauce. The blended smoothie was good, the blended Banana Bo Tai was partly blended with chunks of ice. Could not taste the Captain Morgan rum they said was there, or the 151 “splash” on top.. 17. Bees and small debris everywhere in the large Geyser pool. Plenty of pool staff or pool sweeping equipment, as we could see them - the 3 pool boys were hanging out chatting amongst themselves for over an hour by the cabanas. There is bird poop on the top of the backs of the pool lounges. The pools don’t open until mid morning so pressure wash them every morning please! BEWARE - birds are everywhere and will land on your stuff looking for food the moment you leave your chairs. 18. Be EXTREMELY careful when driving through the lobby checking area - there is no way to see people walking through the walkway until they pop out in front of you. Mirrors or sidewalk occupied alerts should be installed for drivers to see! 19. The “smart” TV’s are old and respond slowly to the remotes. Movies are around $20. Positives: Friendly helpful front desk gave us each a bag with two water bottles. Also a friendly and helpful maintenance, and guest services staff - we met & spoke with several on our first day when they tried to fix the bathroom exhaust fan and thermostat issues. The room had two layers of curtains, and the dark curtains were great. Doors to separate the bathroom area from the front and back rooms. Neutrogena lotion, shampoo, and conditioner. The bottom line: This is a resort, a place to relax and get away from home. However, it turns out a stay here is like living in a 40 year old home with deferred maintenance and cleaning, and YOU the “lessee” are expected to live with the problems and deal with the inconvenience when it should be a vacation! Is a Hilton resort a self-serve: you clean your room, you clean your deck, you clean the pool getaway? I may as well rent an old home with a pool!. May 17, 2022: the General Manager is Jeff Lesker, his assistant/gatekeeper is Robert Wade. I did reach out to them in the morning via the front desk regarding these concerns. After multiple attempts to reach both of them, and with voice mails to Robert Wade (front desk does not allow you to contact Jeff Lesker), neither of them responded before I posted this review late in the afternoon the same day.
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What's a Heee-YATT?
Same 😂
RE: Pointe Hilton Tapatio Cliff Resort or Hilton Phoenix Tapatio Cliffs Resort.
OK HOLD EVERYTHING!! WARNING DO NOT STAY AT THE Hilton Phoenix Tapatio Cliffs Resort! This could not possibly be a Hilton Resort - yet it is labeled as such!
Please ignore the glowing reviews of the Pointe Hilton Tapatio Cliffs resort. We are staying there right now, May 17, 2022. Somebody at Hilton must have paid these TH-cam and online reviewers a money or comps to post these wonderful reviews because they don't match what we are experiencing! And other guests: read the reviews at TripAdvisor before coming here. We made a mistake and didn't read them! Those negative reviews are true assessments, they are not exaggerating. Ignore the positive ones, they must have been paid or comped.
1.The carpet & tile floors in the room were dirty, the bottoms of our feet were black after walking barefoot around the room after only an hour. Our solution was to put large bath towels on the tile and walk on those. Frankly, the entire room and furniture should be steam cleaned from our experience and from what we have now read from recent spring 2022 reviews.
2. Air conditioning in our room was not working when we arrived, and it was hot and muggy in our room. We immediately called, as there was an error message on the wall thermostat. We had both doors and windows closed, but it said they were open. The A/C will not work if any window, outside slider or door is open. We called again after 20 minutes went by and no one came to fix it as promised. When we called a second and third time, someone finally came. They had to replace the sensor on the sliding door in order for the air conditioning to work. Aren’t we paying for that air conditioning? Shouldn’t we be able to control it as we wish without sensors?
3. Air conditioning in our rooms is controlled by a Wi-Fi connected Wisuite brand motion sensing thermostat in the bathroom area with the lowest range preset at 68 degrees - it will not allow you to set the cold lower than 68F! With motion sensor thermostats when you sleep there is no motion at night so the Wisuite thermostat thinks you are not there and turns off the A/C. And ours is located in the bathroom area, not the bedroom! This makes for a restless miserable hot night.
4. No pen or paper in the room.
5. “Resort” amenities in the bathroom include a hair dryer and three tiny shampoo, conditioner and lotion bottles. Nothing else. This is not Hilton Resort quality. It might be a small thing, unless you are paying the bill.
6. The room phones don’t always work for calls within the complex, you hang up and pick up repeatedly and eventually they work. The phones haven't been scrubbed for years - they may be sanitized, but they are dirty.
7. The outside decks should be pressure washed.
8. The bathroom fan screeched when we turned it on and started smoking, smelling bad.
9. We called for help. No one answered at the Guest Services Hotline, as it rang and rang. Next we called Guest Reception, no one answered there either. So we called the Bell Desk and they answered. We explained all that had gone wrong and how frustrated we were. He was very kind, and said he would get someone there right away. They did come in just a few minutes. Maintenance could not find a replacement for the fan, so we have no exhaust fan this week to get rid of the humidity when we shower or use the tub.
10. When they removed the bathroom exhaust fan the fan grate in the ceiling was clogged up like a 40 year old bathroom fan - no wonder the fan was burning up!
11. We had one chamomile tea bag and two coffee bags for the hot coffee maker. We do not drink coffee, but do drink tea. It would be nice to have some regular tea, not one herbal tea usually taken at bed in order to sleep well.
12. We were told we would have a view of the pool area - we asked for that specifically when we made the reservations and the reservation agent assured us that we did overlook “The Falls”. We got to our room in building 6 and it had a view of the cliff behind us and a parking lot in front of us. No view of the pool area. We were then moved to building 7, which, except for the rooms on the end, is entirely above the parking lot. In building 7 you begin to see a little of the pool area. It turns out that ONLY building 8 which has the true “Falls View” location as it is above the resort’s major pool area, with falls behind it (entry area with very limited street parking) and a view of the pool area. If you look at the rooms online, you are made to believe by the description and the photo that your room will definitely be there if you pay that rate. Very deceptive.
13. Note there is no way to call in to make reservations with the local resort staff. On every attempt, even to a 602 number you go to a global Hilton reservation call desk which may be in someone’s living room (one of our calls sounded exactly like that). Actually it’s pretty nice that Hilton call center staff can work from home, they just need to find a quiet room to work from and or a headset!
14. The falls pool “spa” is not a spa, it is a hot pool. When you turn on the “spa” bubbles and they are just ornamentation, they are not the jacuzzi type for comfort or to massage sore muscles.
15. May 2022: Geyser and Grotto pools are open to 8, Geyser pool water slide closes at 5PM
16. Cascades Cafe: After 10 minutes we got the nachos, but had to wait quite a while longer for the drinks. There were 4 people at the bar at this time, one bartender, no server. Nachos were served with cold chicken chunks on top and watery nacho cheese sauce. The blended smoothie was good, the blended Banana Bo Tai was partly blended with chunks of ice. Could not taste the Captain Morgan rum they said was there, or the 151 “splash” on top..
17. Bees and small debris everywhere in the large Geyser pool. Plenty of pool staff or pool sweeping equipment, as we could see them - the 3 pool boys were hanging out chatting amongst themselves for over an hour by the cabanas. There is bird poop on the top of the backs of the pool lounges. The pools don’t open until mid morning so pressure wash them every morning please! BEWARE - birds are everywhere and will land on your stuff looking for food the moment you leave your chairs.
18. Be EXTREMELY careful when driving through the lobby checking area - there is no way to see people walking through the walkway until they pop out in front of you. Mirrors or sidewalk occupied alerts should be installed for drivers to see!
19. The “smart” TV’s are old and respond slowly to the remotes. Movies are around $20.
Positives: Friendly helpful front desk gave us each a bag with two water bottles. Also a friendly and helpful maintenance, and guest services staff - we met & spoke with several on our first day when they tried to fix the bathroom exhaust fan and thermostat issues. The room had two layers of curtains, and the dark curtains were great. Doors to separate the bathroom area from the front and back rooms. Neutrogena lotion, shampoo, and conditioner.
The bottom line: This is a resort, a place to relax and get away from home. However, it turns out a stay here is like living in a 40 year old home with deferred maintenance and cleaning, and YOU the “lessee” are expected to live with the problems and deal with the inconvenience when it should be a vacation! Is a Hilton resort a self-serve: you clean your room, you clean your deck, you clean the pool getaway? I may as well rent an old home with a pool!.
May 17, 2022: the General Manager is Jeff Lesker, his assistant/gatekeeper is Robert Wade. I did reach out to them in the morning via the front desk regarding these concerns. After multiple attempts to reach both of them, and with voice mails to Robert Wade (front desk does not allow you to contact Jeff Lesker), neither of them responded before I posted this review late in the afternoon the same day.
Thanx for posting much appreciated!!! Sorry you had to experience this….
I don't know why he emphasizes air conditioning and private baths. Of course these resorts have that as do most hotels in the US.
Agreed!!!
Learn how to pronounce Hyatt correctly. 🤔
Haha noticiced thats how they pronounce it in Europe. Bothers me too when i travel. Just like Penninsula is" Penninshula"yet is no H😂
No Four Seasons?
Wow... !!! My best friend, It's always great. We liked and enjoyed to the end. Thanks
The Phoenician caught my eye
10:10
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