Complaints

This profile includes complaints for The Scottsdale Plaza Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Scottsdale Plaza Resort has 2 locations, listed below.

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  The Scottsdale Plaza Resort

  7200 N. Scottsdale Road Scottsdale, AZ 85253

• 

  The Scottsdale Plaza Resort

  8146 E. Fairfield Street Mesa, AZ 85207-4943

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed at this so-called resort for 3 nights from 10/10 - 10/13 2024. Paid for a Sonoran Casita with so called exclusive access to the Casita Pool. The pool was filled with non-Casita and non-hotel guests and could not be utilized by myself or my wife except at night when there was no sun to enjoy the pool. The room also had a jetted tub that did not have any hot water going to it. I contacted the resort after my stay and received a typical 3 sentence canned response that I see posted on other websites. They require a credit card at check in however they do not tell you about the credit card fee of 2% unless you dig through their website to find this fee. This is a shady business practice, and these fees are a cost of doing business that should not passed on to your guests unless you explicitly state such fees exist during the check in process.

  Business Response

  Date: 10/18/2024

  Mr. *******,

  We appreciate your business and are deeply sorry that you feel that we were misguided in our attempts to notify you of the credit card transaction fee.  The fee is listed on the confirmation emails you received as you made two separate reservations. Please see attached a copy of what was sent to you on 10/4 and 10/9 to the email address you have on this complaint that is also in our system.  Also, please see the framed, written notification next to the credit card terminal that you used.  Finally, it is listed on our website if you need additional communication. 

  Your dispute is for a full refund and we are not inclined to issue a full refund due to pool activity near your room.  

  Travis Giles

  Customer Answer

  Date: 10/18/2024

  I am not asking for a full refund, I am asking for a partial credit for the following:

  1. The issues at the pool resulted in a full day of not being able to utilize this exclusive access to the casita pool. This was due to serious lack of security and enforcement by the resort. I did not feel comfortable notifying the front desk due to large numbers of people who were drinking in excess. This posed a safety and security issue for my wife and myself.

  2. The lack of hot water to the jetted tub in room ****. This rendered the tub useless for the entire stay. 
  

  These two issues are my primary concerns and would like them addressed with a partial credit of $200.00 I feel this resolution is more than fair for the 2 issues cited above. The lack of proper security measures and lack of maintenance as well as the inability to utilize the property in the areas that I paid for certainly warrant a partial credit in the amount stated above. 
  

  Furthermore I would like to state for the record that had I received a phone call instead of an email with a cut and paste response I would not have gone through a third party organization to try and seek resolution.

  Business Response

  Date: 10/29/2024

  Mr. *******,

  We are processing the partial credit within the next 24 hours of the $200.00 as a gesture of goodwill.  You will receive an updated folio with the credit applied tomorrow, Wednesday, October 30th from our system. 

  Please reach out to me personally in the future if you would like to try us again when staying in the Phoenix area.

  My email is *******@scottsdaleplaza.com and my direct phone number is 480-951-5168.  

   

   

  Customer Answer

  Date: 10/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* *******