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Scottsdale Cottonwoods Resort Complaint - I wouldn't stay here again

Review by A Complaint Is a Gift on 2009-12-07
SCOTTSDALE,, ARIZONA -- I booked this hotel through Expedia. The hotel advertised spas attached to their suites, so we choose that option. When we arrived at the hotel, we were told that the spas were closed because of insurance demands. So, they offered a $25 a day fee in the restaurant as compensation. This restaurant is basically open for breakfast, and the package we booked included a full breakfast. I didn't figure this out until returning from the hotel. So, basically this offer was basically worthless.

The first room we were checked into had what looked like a burned out oven in the kitchenette and also had a very bad and strong oder. So, they moved us to another room.

We had to be moved to three other rooms in our 4 night stay at the Hotel. The hotel could not fix the heating unit in any of the rooms to which they moved us.

Because it is December, it gets cold even in Phoenix. Throughout the night, throughout the day, the heater would suddenly switch to air conditioning and blast us with cold air. It awakened us several times each night. We let the hotel know. Their solution was to send out an engineer who was unable to fix the problem because it kept happening. Their other solution was to move us from room to room, which of course required packing and unpacking. We complained to the general manager by phone. No one responded. We complained by letter twice to the manager of the Resort. No one has responded.

When we checked out, we indicated that we should not have to pay the full fee because of the heating problem. They pointed out that they had given us the $25 per day fee in the dining room. They didn't mention that was compensation for the Spas not being available. They indicated that they would not charge us a daily $10 resort fee. They could not reimburse us for any part of our stay because we had booked on Expedia.

I contacted Expedia. The service representative from Expedia indicated that while the hotel had already been charged to our credit card, they would not pay the hotel until after our stay. So, Expedia could help us. They called the hotel. The hotel said they would reimburse us for the resort fee. That will be interesting since they didn't charge it. They talked about the $25 per day rebate they were giving us in the restaurant, not indicating that our reservation already included a full breakfast and that this compensation was for the spas not being available.

I am the author of A Complaint Is a Gift. Normally, I don't write public complaint letters such as on this forum, but there is a pattern of events here that suggest this hotel has a host of internal problems, probably including financial problems.

I would definitely not recommend anyone else stay here. I'll never go back to Cottonwoods Resort with this type of service problems and service recovery. It's too bad because the hotel has some attractive features and it's right next door to the Bogata a lovely shopping area.

I am at a complete loss why such a hotel in this location in upscale Scottsdale wouldn't offer some sort of fix for their problems or compensation if they were unable to fix their service issues. It must be that other people were suffering the same problem.
Comments:2 Replies - Latest reply on 2009-12-07
Posted by Anonymous on 2009-12-07:
Next time, stay at the Valley Ho. I stayed there for New Year's and loved it. I have also stayed at the Doubletree Hotel. Scottsdale has many other really nice hotels. Hope this doesn't discourage you from visiting Phoenix in the future
Posted by Anonymous on 2009-12-07:
It was nonsensical for the hotel to tell you that you can't get reimbursed because you booked on Expedia. You are entitled to a rebate from the hotel for any service you didn't receive. It was good of Expedia to step in. As an agent they don't have to, but sometimes agents do intercede on the customer's behalf with the service provider.

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