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Bonvoyed Complaints Logged: 1

Complaints for: The Phoenician, a Luxury Collection Resort, Scottsdale

  • Using 120,000 points got me worst room in hotel

    Apr 05, 2019

    Since 2003 I have used points for a hotel room at the Phoenician Resort every March. I have almost always gotten casitas, and other great rooms. This time, I got room 4009 which smells like grease and meat all of the time because the odors from the Steakhouse above it vent into the room. My view was of a rooftop that had air vents and a drainage ditch. Despite standing in line for a hour on three different occasions, they would not move me to a different room. However, I saw other guests asking for "mountain view" etc. and having their rooms changed as they checked-in, but there were no rooms for me to move to? I spent 8 days calling and emailing the resort. Finally, I was told that I would have some miles redeposited to my Bonvoy account, but guess what- they have not be redeposited as yet. I was treated badly because I was a single (not with husband or family) and mostly because I was using points. The housekeepers and room service knew that room and nearby ones smelled bad, they told me it was the steakhouse, but the front desk said they had never had a complaint. It was really really foul and I was treated very badly.

    Marriott Status: Gold
    Lifetime Status: Lifetime Gold
    Hotel: The Phoenician, a Luxury Collection Resort, Scottsdale
    Location: Scottsdale, AZ, USA