Hilton Phoenix Tapatio Cliffs Resort

Everyone on staff was amazing, and that’s the one thing that redeemed this stay. My organization held a large two-day training here. The online pictures are beautiful but misleading, and for the nightly price I expected five-star accommodations. Cleanliness, comfort, food, and updated rooms all fell short. This seems to be a recurring thing with older Hilton properties. Staying here reminded me why I switched to Marriott. The one star is only for the staff. Do your research before booking.

The main pool was nice for the kids, and the pickleball and tennis courts were well maintained. The property is spread over hilly ground, though, so parking near our unit was rarely possible. We often had to carry our luggage uphill, which made parking a ridiculous hassle. Our door had a wide gap underneath where bugs could get in, and the tub was clogged. Some furniture was broken and the furnishings badly need updating. The bar fridge was missing shelves, and the drink area inside it was broken. Housekeeping seemed disinterested. It was probably a lovely hotel when it was new, but it needs serious care. We expected more from a Hilton, and this didn’t meet the standard.

Micheal at the front desk was kind and tried to help after we complained. The food at A Different Point of View was good, but service from our waiter, Christopher, was poor. He gave more attention to his other tables, while the bus man Jose did more for us than our actual waiter. That was disappointing after we spent $200 on dinner. We booked online for four nights for our anniversary, choosing a standard king suite, but were given a standard two-queen room. The front desk said our booked suite wasn’t available and offered only a signature suite for another $85 a night. The staff member helping us seemed rude and judgmental, as though assuming we couldn’t afford the upgrade. We could, so we took it. The suite was beautiful and laid out well, but the fireplace we’d asked to have lit wouldn’t work. After two or three attempts, they said all the fireplaces were having problems. The worst part was the spa. We hadn’t noticed that a prenatal massage required being at least 13 weeks pregnant. I was 12 weeks and six days, just a day or two short, and they refused the service. I understand if that’s the policy, but there was no kindness or offer of another spa treatment. Christy seemed judgmental from the start and even happier once they couldn’t provide the service. It was the worst resort experience I’ve had, despite having stayed at many, and she’s why I won’t return. Courtesy should be expected at a resort charging $360 to $400 a night. The staff members of color were the only ones who treated us respectfully, which is embarrassing for a resort in Arizona. I was disappointed overall.

There are six pools and hot tubs to choose from, and the resort has pretty much everything you’d need without leaving. Laundry is free, though you have to pay for soap, and the gift shop carries nearly anything you might need or have forgotten. The staff were great and very friendly. The setting is beautiful and secluded, but there are some nearby places to eat. Traffic toward Pheonix gets heavy in the morning. The upper units can be a hike from the lobby and restaurants, so expect exercise or plan to drive. I was here on business for ten days and loved it apart from the commute. I’ll come back with my family and recommend it for business, a getaway, or a family trip.