Lauren Schwarz

Review of the Saguaro - A Joie de Vivre ...

It really breaks my heart to have to write a negat...

It really breaks my heart to have to write a negative review for this hotel, as it holds a dear place in my heart as a rainbow color enthusiast. The service was so terrible that it's just depressing. We checked in and lugged our stuff upstairs to open the door to a messy room that had not even been cleaned yet by housekeeping. It totally ruined the moment I was so excited about, showing my boyfriend how cute the rooms are. The front desk employee didn't actually respond after we told her what happened, she just clicked around on the computer for a few minutes before handing us new room cards casually saying she upgraded our room to a pool view for the inconvenience. She didn't really apologize and was very passive about it. Then we got to our new room and there was no rainbow blanket on the bed, which is like the finishing touch of their look and how rooms are advertised and have been for years. I called and the employee said "oh they're extra now", as in the rooms with them cost more?! That's not clear anywhere in the booking process. She didn't give any details on the room differences either so I would know for next time. She said she would have one sent to our room, and it never came! We go down to the pool and there are no towels left. Maintenance/security staff at the pool tell us they give out pool towels at the front desk. The annoyed front desk employee asks me who told me that, and says that was their old policy. She then explains to me that pool towels need to be washed frequently and that she's already made three calls to housekeeping and they're working on it. No sincere apology, nothing. I asked for extra room towels to be delivered so we could go back to the room and at least have some towels to use. The towels never were delivered to our room, and we waited another 30 minutes before pool towels actually were brought out to the hotel. It was one disappoint after another. The staff is in desperate need of some high quality customer service training and performance management. I absolutely live for the aesthetic of this hotel and hope this place will improve its service.