chose The Phoenician for my birthday getaway over Memorial Day weekend because it is marketed as a…read moreluxury resort. I invited four girlfriends to join me, and each of them booked their own rooms. Unfortunately, after spending four days at the property, I can confidently say this was one of the most disappointing luxury hotel experiences I've ever had.
The problems started at check-in. The front desk associate barely engaged with me, offered no overview of the property, amenities, or resort experience, and didn't ask whether it was my first visit. When I mentioned I was celebrating my birthday, there wasn't even a simple "Happy Birthday." I was handed a key and what turned out to be a property map, with no explanation whatsoever.
My next stop was the concierge desk to inquire about pool cabanas. I was simply told they were sold out. No alternatives were offered, no waitlist was mentioned, and no effort was made to assist. Instead, I was told to look at an outside website myself. At a luxury resort, isn't the concierge's role to help guests find solutions and make arrangements? When I later asked if the resort did anything special for birthday guests, the concierge emailed me a list of items I could purchase. That response perfectly summarized the level of hospitality we experienced.
The room itself was another disappointment. It felt outdated and in need of renovation, hardly what one would expect from a luxury property. Ironically, when I later visited the pool and asked an attendant about cabanas, she immediately offered to place me on a waitlist in case of cancellations--an option the concierge never bothered to mention.
The following morning, I spoke with a manager, Alley, about my experience. She apologized and offered a $100 food and beverage credit, which I appreciated. However, when I returned to my room, I discovered something far more concerning: one of the pillows had visible mold on it. Since I don't sleep with pillows, I hadn't noticed it the first night. As I looked closer, I found stains on the bedding, pillows, lampshade, and even areas of the room that clearly had not been properly cleaned.
Housekeeping came and changed the sheets and pillowcases, but shockingly left behind the actual moldy pillow. At that point, this had moved far beyond a service issue and into a cleanliness and health concern.
I reported everything again to management. The additional response was a $50 credit.
At this point, the property had failed in virtually every area that defines a luxury hotel: guest service, concierge support, cleanliness, attention to detail, and problem resolution. My friends who booked rooms experienced similar frustrations with both customer service and housekeeping.
We ultimately spent much of our time dining at restaurants off property and even rented a cabana at another resort because our experience at The Phoenician was so disappointing.
For a stay that cost me over $2,000, offering a total of $150 in credits felt completely out of touch with the severity of the issues. The amount wasn't the problem, it was the lack of accountability and genuine concern.
I rarely leave negative reviews, but travelers should know that this property did not deliver anything close to the luxury experience it advertises. Between the poor service, moldy pillow, cleanliness concerns, and overall lack of hospitality, I cannot recommend The Phoenician. I will also be filing a complaint through Marriott Bonvoy regarding my experience.
Luxury hotels are defined by service, attention to detail, and how they handle problems when they arise. Unfortunately, The Phoenician failed on all three.
