Hilton Phoenix Tapatio Cliffs Resort

This "resort" does not look like this! Upon arrival, we were greeted with a line at check-in. Went pretty smoothly, the woman at the desk was professional, and we were in our room within a half hour. Once inside, we immediately noticed two large stains on the living area carpet. We assumed that the room had not been cleaned well after the previous guests left and it would be taken care of the next day. Did some sightseeing and came back to retire. Noticed the bathroom floor tiles were cracked and the door frame and tiles behind the door were visibly repaired (sloppily). No microwave and the light above the coffee area did not work. Other lights had no bulbs. Notice a running water sound not sure where it is coming from. Not representative of a "resort." We expected to run into housekeeping the next morning to have our concerns addressed. We saw no one that day or the next. It's Wednesday now and our room has not been cleaned or replenished since Saturday/Sunday before we arrived. A visit to the lobby desk reveals that the employee tells us cleaning should be done daily. She sends up hot cups, coffee, towels, and a microwave. Unbeknownst to us you have to ask for that amenity (at a resort???) She also offers to move us and gives us two breakfast cards. We opt not to move because we are settled and she assures us we will have housekeeping every day. She says she will address the constant 24/7 running water sound. With water on the mind, we went to the adult pool. Immediately left when we saw how green the spa water was. Literal algae on the side of the walls. Thursday we run out of conditioner. I take the bottle off the wall and place it on the side of the tub so housekeeping can't miss it. But, alas, housekeeping does not come. Another trip to the lobby and a different employee tells us cleaning is done once every three days unless you ask. I show her the carpet photos and she visibily recoils and says it looks like blood. Puts us down as daily cleaning and gives us more cups. No movement on the running water sound. Saturday housekeeping comes in. We now have towels and cups. Still a disgusting rug and no conditioner. Someone actually moved the empty bottle to the other side of the tub! Now we have given up. Receive a text from the hotel asking how our stay is. Lay out how disappointed we are and get a "sorry you were disappointed" response. We have accepted our fate at this point and are very disappointed with the Hilton brands. This is not representative of Hilton and while two employees (Eric and the first girl at the counter) were professional and helpful, the rest of our interactions were met with non-interest and (almost) disdain, like we were bothering them by pointing out the "resort's" inadequacies. When asked what we were being charged resort fees for we were told the 100 foot slide (which I did not see), a percent off the gift store and a percent off the golf shop. Never in my life have I paid for a discount. The value simply wasn't there and while I can appreciate it's a large hotel, the cleanliness, service, and amenities were not indicative of a Hilton. As a final kicker, when we were leaving at the end of our stay, we went to the elevator with our luggage and, shocker, it was out of service. Super disappointed in the whole experience. Hilton should be ashamed to affiliate themselves with this "resort."

Best Hilton experience in quite a while and all around amazing facility and staff! This was the best Hilton property I've stayed at in the continental United States. We checked in and went to the room after a long flight. It was spacious and airy and the environmental controls were very responsive. The next morning, we went to breakfast and because of the layout of the property, we called for a shuttle and it came quickly. Breakfast at one of the on-site restaurants was well setup. Buffet included Hot and cold offerings and was very tasty. Throughout the weekend, getting around the property was always a quick contact or staff already swinging by with a shuttle. We didn't get to visit all of the pools, but the sunset pool, near our suite was beautiful and refreshing. There isn't a single thing that we found lacking. All in all, it was a great trip and a location that I would recommend to anyone traveling to the area. We have stayed at quite a few Hilton properties in the past and this one is top of the list.

Awesome stay and experience Love staying here with family whenever we get the chance to get away... Braden and Robbie at the front desk were great during check in and check out. Sarah and Gabriel the pool servers we're excellent, I didn't get the bartenders name but she was great as well.. Kedijah and Andrew and the nice lady working the omelet station at breakfast were 5 star. We always have a great stay and experience at Tapatio.

Very Poor Experience Very poor experience. First, both the facilities and rooms are very outdated and not too clean, this property has not had an update in at least 20 years. One day my room was never cleaned. Most of the employees are not friendly and in fact rude, they act as if they are doing you a favor. I think they have a personnel shortage. It is a large property, thus they have carts to drive you around, however, they either don't answer the phone to have them send you a cart, and when they do the cart never arrives. On my check-out date since I had luggage, I called three times, and they kept telling me five minutes. After my third call, they again said five minute, and I told them that this is the same thing they said 15 minutes ago, an the lady hung up on me. I am a Hilton Diamon member and I travel very often for business and pleasure, and in over 40 years, I have never had a hotel employee hang up the phone on me. At the end I had to walk to the lobby to check out, as the cart never came. This is extremely rude and unprofessional. Also, for such a large property, the meal options are very limited and not that good. My recommendation, stay someplace else. This property should not have the Hilton name, as it more of a motel environment.

Wonderful experience. Would return without hesitation. Wonderful experience. Check in was informative, smooth & quick. The room (K suite) was spacious, well appointed & clean. The toiletry products were very nice. Resort amenities were great (multiple pools, hot tubs, bike usage) plus MANY hiking trails accessible from property. Staff were extremely responsive and respectful.