Gina Fant-Simon

Review of Canyon ranch

I ve been to Canyon Ranch about 10 times over the ...

I ve been to Canyon Ranch about 10 times over the years and I am sad to say that this trip will be my last.

While some things have improved over the years such as the room decor, and real Pickleball courts and while I do absolutely adore some of the long term staff, the service, on this last trip, was unbearable.

Upon arriving, we had a new employee who did not know the property or the room types and kept putting us in tiny rooms with no bathtub. We finally ended up in a nice large room that we liked but it was a good 10 minute walk to the spa or restaurant. Getting our luggage moved was a 30 minute wait for a bellman.

We got into the room and ordered extra pillows and we had to call three times and it took six hours to finally arrive. Six hours for pillows...

We ordered water bottles and went through the same exact ordeal. This was 3 hours...

Booking services or dinner was a nightmare and we kept having to call Guest Services for everything. While the staff was always very nice and seemed like they were on top of things, we usually had to call back and speak to somebody else to get anything accomplished.

Last night, we ordered in-room dining at 5:20 PM because my wife had a 7 PM massage. We had to call back three times and the food did not arrive until 6:50 and it was cold.

(It should be noted that the in-room dining shows up in people cartons with plasticware. No real dishes or silverware.... )

We had skipped lunch yesterday and were starving by the time our cold dinner arrived at 6:50 PM. My wife was annoyed and wanted to cancel her 7pm massage but the inexperienced employee at Guest Services insisted that we would be charged. We tried to explain that our dinner had not arrived and finally had to speak to a manager to make sure that we were not charged for the massage that we had to cancel because my wife was starving.

We are checking out in a few hours and I would bet my beloved bulldog at home that we were charged anyway

There were so many issues like this that we decided to leave a day early and went to the front desk yesterday to inform them and to cancel any appointments we had. The employee said that she would set up transportation to the airport the following day.

Knowing the countless debacles from lack of experienced service, I called to make sure we had transportation to the airport today and, as expected, nothing was set up.

While there are many things that I love about this place, the frustration level is no longer tolerable.

If you re paying $800 a day, per person and you re used to a concierge and knowledgeable employees and reasonable service, and decent food and real dishes with room service delivered within a reasonable amount of time, I can no longer recommend Canyon Ranch.