Marriott Phoenix Resort Tempe at The Buttes

The room and front desk at the Marriott Phoenix Resort at the Buttes were fine. The trouble was On the Rocks Lounge, where service was such a mess it ruined my stay. On the first of two nights, I brought a business client there. It wasn’t very busy and there seemed to be enough staff, but service was slow and disorganized. We had to ask more than once about drinks, and the appetizers took over 30 minutes with no explanation or apology. The next night was worse, the worst bar or lounge service I’ve had in nearly 30 years of frequent travel. Dirty tables sat unattended. After almost ten minutes without anyone acknowledging us, I cleaned a table myself for my wife and me while the staff ignored us. We ordered two simple appetizers, then waited 45 minutes with no update. I asked three employees about the order, and each said they’d check, but none came back. Staff were socializing at the bar. Even telling them I’m a Lifetime Titanium Elitemember made no difference. Nearly two hours after we arrived, a manager finally brought the food and said the ticket had fallen behind the counter. It was Valentine’s Day and the evening was already ruined. We declined the food and ordered delivery from a different restaurant, which arrived in about 20 minutes. That says plenty. This feels like a leadership and management failure, not a staffing problem. The lounge is nowhere near Marriott standards. I won’t return to this property, and I’d tell others to stay elsewhere unless they make dramatic changes.

The vending machines on the second and fourth floors were all sold out or out of order. The front desk gave us water, though. That was my only complaint. The grounds are peaceful and lovely, and the restaurant at the top of the hill has beautiful views, as do some of the rooms. The spa and restaurant were high quality, with excellent service. Our room showed a little wear but was still very nice. We’ll definitely stay again.

The Market Cafe food was awful for the prices, but dining at Top of the Rock was phenomenal. Marriott’s staff were attentive and made our birthday staycation feel special. It’s a truly excellent place to stay.

Everyone I met was incredibly kind and friendly, and always ready to help. The rooms are a little dated, but there’s so much to do outside that I can’t imagine spending much time in there. Even just for the views, it’s absolutely worth going.