We just spent a night at the Andaz Scottsdale Resort & Bungalows. We had a 16-hour overnight in Phoenix, so rather than staying at one of the (rather depressing) airport hotels, I figured it would be more fun to redeem World of Hyatt points and stay at a property that offers a bit more of an experience.
I’ll have a full review soon, but in this post I’d like to sort of address a topic more broadly. I think this hotel stay sums up why I really don’t particularly enjoy staying at most hotels in the United States. Essentially, I’d argue that we’ve basically seen the complete decoupling of price and quality when it comes to hotels, and that’s just hard for me to come to terms with…
To be clear, it’s not that the Andaz Scottsdale is a bad property… it’s not. Instead, it’s that more often than not when I stay at a hotel in the United States, I’m in disbelief at how much hotels are trying to charge, while offering so little. For what it’s worth, the hotel was charging around $1,100 per night including taxes & fees, and that seems to be the rate for most of the month (I redeemed 29,000 points).
In this post:
The Andaz Scottsdale has beautiful grounds, but needs a little love
Prior to booking the Andaz Scottsdale, I read some of the online reviews, and most of the takes from Hyatt loyalists seemed to be similar — the grounds of the property are beautiful, but the hotel is starting to show its age, and could use some improved upkeep.
I think that’s exactly accurate. I love the landscape in this part of Arizona, and the Andaz is located on a beautiful 23-acre plot of land.
The thing is, the hotel opened in 2016, and it feels like it probably hasn’t gone through any meaningful updates. The property’s 200+ accommodations are spread across a couple of dozen buildings, and everything is on the ground floor, which I generally like.
I understand the concept of mid-century modern design, and the general minimalism in architecture in this part of the country. But the room was just looking a bit rough, and if anything, I think the pictures make it look nicer than it actually is.
For example, why is part of the wall hanging off of the back of the light switch?
The room also had an unpleasant odor, though it wasn’t so bad that we couldn’t stay in it. Still, it’s not exactly a great first impression. I also didn’t feel like housekeeping was terribly thorough, or had great attention to detail.
Like, I went to grab a single tissue from the tissue box… great. And then I went to grab a second tissue, and found there were no more. Like, shouldn’t housekeeping check to make sure there’s more than one tissue?
You’d think that the the housekeeper could’ve at least had all of the toiletry bottles with the labels facing outward, no?
In the closet space, one of the two cabinets was just sitting open, as if no one had even been there to clean the room. I hate ragging on housekeepers, because they are the hotel employees who work the hardest and get paid the least, but I also have to be honest.
I guess the Andaz Scottsdale has completely eliminated free minibars (which used to be a key point of differentiation for the Andaz brand), yet I couldn’t actually find a price list for the minibar? That says nothing of the Keurig coffee machine just being dusty AF, so I just decided to skip making a coffee in the morning.
Let me emphasize, these are all very minor things individually, but they just add a high level of friction to stays, which shouldn’t be the case if you’re trying to charge these kinds of rates. It’s one thing if this hotel were charging $200 per night, but when the property is charging four figures, it should be a different story, in my opinion.
Are there no basic service expectations at a hotel charing this much?
We landed in Phoenix late at night, and only arrived at the hotel around 11:30PM. Of course I understand hotel staffing is much more limited at that hour, but does that mean you should expect no service, especially at a hotel of this size? I mean, I imagine many people have flights arriving late at night, right?
As we pulled up to the hotel, there were no employees in sight. We went into the lobby, and there were two people on top of one another sort of cuddling and making out. We saw someone walk away to a different room (I guess this was the night auditor, but you never really know at Andaz, since they don’t have traditional front desks or uniforms).
We weren’t sure what was going on, so we just sort of waited there, in hopes that someone would show up. Fortunately he returned after around five minutes.
He was super kind and checked us in, but there was no offer to help with bags, to show us to our room, etc. So we tried to find our room, which was oddly hard to do late at night with luggage, when the property is 23 acres, and there’s a lack of lighting for the limited number of signs. It took us a good 10 minutes to find our room.
The only other interaction we had with staff was in the morning, when we went for breakfast. We just sort of stood there, as there was no host. Eventually we were seated, and then later someone came by and asked if we wanted menus. Umm, yes please. Then a few minutes later our server showed up. She didn’t say “hello” or “good morning,” but instead just said “what can I get for you?”
I want to be clear — I acknowledge all of these things are super minor, and I’m not suggest this is some horrible property, or we suffered some terrible injustice. I don’t feel that way at all. Instead, my point is that I’m in disbelief how hotels in the United States so frequently charge outrageous rates, while delivering so little.
I just feel like if you have the guts to charge guests $1,100 per night to stay there, you’ve gotta make it an experience, rooms have to be nicely maintained, and service has to be good. It’s one of the reasons I appreciate Four Seasons as a brand — sure, their properties are expensive, but they actually have a minimum service standard globally, so they don’t charge ultra luxury prices while delivering a limited service experience.
All of this is just such a contrast to traveling to Asia, where we just landed. We’re staying at an amazing luxury hotel that costs a fraction of what the Andaz is charging, and we also arrived very late at night. We were greeted by no fewer than four people, we haven’t been able to touch our bags, and everything is spotless.
Of course at the Andaz, we redeemed points. And I suspect in reality this is just a “points farm,” and I hope a vast majority of people aren’t paying the retail rate. But I can’t help but reflect on how hospitality in the United States has evolved. It’s one thing if you get this level of service at a $100 per night limited service hotel, but at a hotel charging over $1,000? It’s highway robbery.
But I guess this is just the reality, and it’s something we have to come to terms with? And that brings me back to what I said at the beginning of this post… this is why my appetite for staying at hotels within the United States is limited.
Bottom line
We just spent a night at the Andaz Scottsdale, which has beautiful grounds and a nice pool, though is otherwise feeling like it could use a little love when it comes to maintenance.
The biggest thing that stood out to me about the stay is how the hotel was charging $1,100 per night, while offering poor housekeeping, and a complete lack of service, from check-in to breakfast. It just seems like when you’re charging four figures per night for a stay, you should expect a little more than you’d get at a limited service property.
All too often that isn’t the case in the United States, though. I recognize I’m probably in the minority by voting with my wallet, but this is why I rarely bother vacationing in the United States, at least in terms of the hotel experience.
Is anyone else put off by so many hotels in the United States for this reason?
Here now. Property in great shape. Rooms in fins shape. Like Lucky, nothing major but: only 1 wine glass. 3 adults on reservation in a Sonora suite— it otherwise not equipped for 3 (w respect to linens, coffee etc) and bedding for sofa bed incomplete. Service at restaurant was great. Check in is clunky with their no central desk—it is all the same tasks of checking in except it makes the desk agent walk around...
Here now. Property in great shape. Rooms in fins shape. Like Lucky, nothing major but: only 1 wine glass. 3 adults on reservation in a Sonora suite— it otherwise not equipped for 3 (w respect to linens, coffee etc) and bedding for sofa bed incomplete. Service at restaurant was great. Check in is clunky with their no central desk—it is all the same tasks of checking in except it makes the desk agent walk around to different cabinets and drawers to get keys, a pen, a sleeve for the keys, to activate the keys, to swipe the card etc. it’s just wholly inefficient for no reason.
External light out on room makes it harder to find your unit. Tell the guy who brings the bedding and ‘well that’s engineering’. First, I don’t care what department takes care of anything in particular and Well…can you tell the appropriate person(s)? Engineering to change a light bulb.
we also spent 1 night this past week, had an expiring 1-7, was suppose to be in Miami saw 50 degrees as a high and bailed out. We LOVED This Andaz, bout the only negative was the room was dark not enough light unless you leave the shades open.
I think showing up to any hotel at 11:30pm will get you the same service except the employees making out
We did have a...
we also spent 1 night this past week, had an expiring 1-7, was suppose to be in Miami saw 50 degrees as a high and bailed out. We LOVED This Andaz, bout the only negative was the room was dark not enough light unless you leave the shades open.
I think showing up to any hotel at 11:30pm will get you the same service except the employees making out
We did have a small hickup but it was more then taken care of before we checked in, we found most of the employees werent happy unless they knew the guests were. A 2nd neg might be the only hot tub is at the main pool area, which worked for us since thats where our room was
As for the rates, they are high but even a Hyatt Place in North Scottsdale was over $300, and you would need to compare rates at the other Resorts to see if they are out of line
An in room Keurig machine, and not Nespresso (while still bad, less bad), should be illegal at a hotel charging $1,000+
Stayed there last year. A room-service tray was left on the patio in the summer heat for 48 hours. We called multiple times requesting removal, but no one ever came— not even housekeeping, despite the room being serviced twice during that period.
Ben, I agree with your sentiments on the standards, and also that you're being too diplomatic and charitable. Lack of basic services on arrival is completely unacceptable. You're not staying at a DIY Motel 6.
We stayed there in May, 2023. We used points (23-25,000 per night) and the cash rate was $579.
At the time, I felt the service levels were a bit under par. But, we were using points and spent most of our time in the Phoenix area off of the property so we did not care. The pool area was nice and we liked taking advantage of Happy Hour in the afternoon.
I think you are starting to realize that corporate staffing standards in the US don't seem to differentiate between luxury full service and limited service brands. They are both chronically understaffed, the difference being that you don't expect a lot of service at a limited service hotel. The only brand differentiation appears to be the branding on the toiletries and the room rate.
Whether they charge $1,100 a night or $200 a night, it...
I think you are starting to realize that corporate staffing standards in the US don't seem to differentiate between luxury full service and limited service brands. They are both chronically understaffed, the difference being that you don't expect a lot of service at a limited service hotel. The only brand differentiation appears to be the branding on the toiletries and the room rate.
Whether they charge $1,100 a night or $200 a night, it appears they have one person working at night.
I think you are making a great case for making the majority of my stays in the US at limited service hotels. And there are some very nice, very clean hotel rooms in the US for under $200. It makes absolutely no sense to spend $1100 and experience the same limited service and even worse cleanliness standards than the $150 a night Hampton Inn/Hyatt Place/Fairfield Inn down the street.
Are there no basic spellcheck expectations at a blog as good as this one?
(charing nothing!)
charing .. > charging?
Who pays that kind of money for these places unless you have points to redeem. It's like anything these days (doctor's visits and car repairs for example). You put out an astronomical price and get "whatever insurance will pay (points redemption). Stop being loyal to these large corporations. And also...in my opinion... hospitality is NOT an American strong point.
Cash prices in the US have just gone totally nuts in the past few years, with lots of add ons for junk resort fees, parking, rubbish breakfast, etc and still expecting 20% or more in tip for appalling service. I mainly only go the HIX/Hampton Inn style properties now when in the States as what's the point in paying for more?
As someone posted, in the US I just look for a newer HI Express or Hyatt Place.
Not luxurious but generally consistent and reasonably priced.
I'm really looking forward to the full review -- I'm staying at this very property at the end of the month (on a Cat 1-7 free night and points), and it'll be my first time at an Andaz. I hope I didn't choose poorly....
I agree 100% and the quality of hotels in US has become a problem now. it is clear that there is a labor issue across the board and the current atmosphere makes it even more problematic. Nowaday I just stay at Hyatt Place and expect nothing. I save all my top tier stays outside of US.
I really think the US hospitality industry needs to step up and hotel schools need to focus on...
I agree 100% and the quality of hotels in US has become a problem now. it is clear that there is a labor issue across the board and the current atmosphere makes it even more problematic. Nowaday I just stay at Hyatt Place and expect nothing. I save all my top tier stays outside of US.
I really think the US hospitality industry needs to step up and hotel schools need to focus on the basics of hospitality. Also this corporate brand needs to held the owners to a higher standard. More serious audits and if they don't pass the grade, just force them to downgrade the hotel brand or kick them out.
Andaz used to be a fun brand and seems to become worse now.
I stayed here a few years ago. After going up to my room I asked the reception If they have a room with a finished ceiling as my room may be under renovation to which they replied “it’s the style of the hotel”. Keeping in mind the beautiful grounds and high end spaces a was pretty weirded out. I wasn’t interested in looking at a bare concrete ceiling with sprinklers still sticking out
I...
I stayed here a few years ago. After going up to my room I asked the reception If they have a room with a finished ceiling as my room may be under renovation to which they replied “it’s the style of the hotel”. Keeping in mind the beautiful grounds and high end spaces a was pretty weirded out. I wasn’t interested in looking at a bare concrete ceiling with sprinklers still sticking out
I was pretty disappointed, and ended up checking out before even unpacking. Kudos to chase for refunding me.
Not surprised by this at all but still disappointing to see. Having traveled to close to 30 countries now, I've come to understand that good hospitality is not something that can be taught, at least here in the United States (with limited exceptions here and there).
When you go to Asia and the Middle East the workers know how to make guests feel comfortable because it is a natural extension of their cultural upbringing...
Not surprised by this at all but still disappointing to see. Having traveled to close to 30 countries now, I've come to understand that good hospitality is not something that can be taught, at least here in the United States (with limited exceptions here and there).
When you go to Asia and the Middle East the workers know how to make guests feel comfortable because it is a natural extension of their cultural upbringing and value system. That just doesn't exist in the United States and the results sadly speak for themselves.
Let me guess: you flew China Airlines to Taipei, and staying at the Grand Hyatt? I can't think of any other reason to overnight in Phoenix area on the way to asia. I look forward to the reviews. I thought the GH was pretty dated.
He could have flown StarLux, so you had a 50% chance of being right.
Ben - Spring for one of the Arcadia Villas at the Royal Palms…some lovely rooms and stunning, old-world property in Scottsdale right at the foot of Camelback mountain. Would really love to hear what you think of it. (Hyatt points don’t open up their best rooms…but they make it a truly memorable stay.)
These have been the rates at Andaz during fall through spring. It’s become quite the factory for west coast peeps and quick getaways. On weekends that pool can become a mini scene. The lack of privacy in many rooms is also an issue. I used to stay there very often when in Scottsdale on business but have switched to The Global Ambassador. I know, groovy name, but a really well done property. At the very least you feel like you are getting something for the rate.
Considering the cost, u are better off to fly premium Econ to Asia and spend money there. US pricing as well as in some cities EU pricing is not worth the penny spend for mediocre atmest service. US chain like the tech companies need to feel commercial pain before they will offer value again.
Lucky stop making all these things look minor, your being too nice. Tear them a new one. These aren’t minor points most are pretty major and together are monstrous. Certainly enough to make me not set foot in there.
The funny thing is all these comments saying "you don't get good service in the US".
Yet the rest of the world has been earbashed forever that "tipping is the best because it means you get good service. Which you don't get anywhere else."
Can't have it both ways. Now, not only are prices high in the US... but service is bad as well. And as a 'foreign tourist' the US has never looked so unappealing to visit.
The service failures Ben experienced at this hotel had nothing to do with tipping. These were managerial and system deficiencies not amenable to correction or influencing via tipping. Obviously you dislike the US tipping culture but your anger is misplaced.
Yep exactly, in the US you can now expect rubbish service and to be pressured into tipping 20-25% even when you've basically served yourself!
The one time I ever tipped housekeeping in a hotel was because something I'd eaten violently disagreed with me in the middle of the night and I didn't make it to the bathroom before vomiting. I cleaned it as best as I could with extra towels, but it was on carpet and needed a wet vac. I left a note and a $40 tip for the housekeeper because that's just really unpleasant. When I returned...
The one time I ever tipped housekeeping in a hotel was because something I'd eaten violently disagreed with me in the middle of the night and I didn't make it to the bathroom before vomiting. I cleaned it as best as I could with extra towels, but it was on carpet and needed a wet vac. I left a note and a $40 tip for the housekeeper because that's just really unpleasant. When I returned that afternoon the money was gone but the spot on the carpet hadn't been touched and noticeably stank. I complained to the front desk and they comped me some points and returned the money I'd tipped. So I disagree that tipping automatically equals good service, and tbh I don't know a single person that's been making that claim anytime in the past decade.
I've actually banned travel within the US for my employees because of the prices being so out of hand. That said, certain levels of people can travel but the hotel has to be under $500 a night which sounds absurd
It’s a race to the bottom in the United States. Managers aren’t hired based on merit any more. Isn’t that a good thing? What does everyone expect? Carlos is the manager of that property. Take it up with him. lol!
The manager of the hotel has very little say in the decor/furnishings/direction of a hotel. If ownership doesn't want to spend the money on renovations, nothing can be done shy of Hilton intervening.
For people recommending a different hotel or trying to explain the cost with the events in the area, I guess good intentions but missing the point. The point is, you don’t get good service in the US if east Asia is the standard. This is true across hotels, restaurants and airlines, or over the phone from customer service. Here all I prey for is competency. In Asia I can feel I’m taken care of. I...
For people recommending a different hotel or trying to explain the cost with the events in the area, I guess good intentions but missing the point. The point is, you don’t get good service in the US if east Asia is the standard. This is true across hotels, restaurants and airlines, or over the phone from customer service. Here all I prey for is competency. In Asia I can feel I’m taken care of. I do agree that price is a function of supply and demand, and doesn’t necessarily correlate to the level of hospitality. I have to say, American consumers demand very little while totally willing to spend, and spend some more.
These are NOT minor issues. For a Red Roof Inn ? Holiday Inn Express ? yes. But not at a property that positions itself in this market at these room rates.
Absolutely unacceptable.
A superior hotel to this in the area is the Grand Hyatt Scottsdale which boasts a Grand Club with very basic ok offerings and a respectable breakfast buffet and Ala carte offerings in the AM
It actually was superior to the nearby Four Seasons in our experience
rates run from 250 per night to a 1k depending on occupancy.The spa is awesome and they have many fitness options and room accommodations options
...
A superior hotel to this in the area is the Grand Hyatt Scottsdale which boasts a Grand Club with very basic ok offerings and a respectable breakfast buffet and Ala carte offerings in the AM
It actually was superior to the nearby Four Seasons in our experience
rates run from 250 per night to a 1k depending on occupancy.The spa is awesome and they have many fitness options and room accommodations options
Noise from entertainment can be problematic especially weekends but all in all seems vastly superior to Andaz Scottsdale where I will never stay
We stayed there in early January and had a very different experience. Outside of the pretentious folks who cut us in line at check in, the staff was extremely kind and welcoming.
Breakfast was great, housekeeping took good care of us, and even came by with extra water and towels the afternoon of day 2 of our 3 day stay.
Sounds like you had a bad experience, which is a shame.
These unimpressive, sterile spaces pretending to be "minimalist luxury" and priced at or more than far better properties are why young generations make fun of millennials, and I begrudgingly say that as a millennial.
Next time stay at the Grand Hyatt in Scottsdale. Much better than Andaz property.
I also had a stay there recently that I wasn't entirely thrilled with. But complaining about the toiletries bottles not being turned outward is just ridiculous and embarrassing.
I respectfully disagree. I'm really particular about everything and after many, many years of hotel room stays, for the rates they are asking, I would absolutely notice this. Its just sloppy. Housekeeping issues, wait staff not properly greeting him, front desk employee's unprofessional behaviour being "engaged" with another employee and then just walking away? Ben was way too kind in this review, sounds like all staff need re-training, starting with GM on down, because it...
I respectfully disagree. I'm really particular about everything and after many, many years of hotel room stays, for the rates they are asking, I would absolutely notice this. Its just sloppy. Housekeeping issues, wait staff not properly greeting him, front desk employee's unprofessional behaviour being "engaged" with another employee and then just walking away? Ben was way too kind in this review, sounds like all staff need re-training, starting with GM on down, because it always starts at the top.
Agreed with reply unacceptable at that level of hotel. Also with thousands of stays over many many years both corporate and personal travel.
For$1100 a night I expect everything to be facing the right way, curtains with perfect folds and not a grain of dirt anywhere. That's what I get in Asia and most of Europe, that's what I expect in the USA but my experience tells me otherwise which is why I don't even bother with mid tier hotels here. Accepting flaws in a $1100 hotel is why hotels execs shrug away decrease service.
And at a top place (or even anywhere) I notice whether the screws (E.g. in the door hinges) are all aligned :-)
Attention to detail is an important part of any luxury hotel's offering.
Andaz and the term “value proposition” never connect for me. I’ve always found their properties overpriced and lesser quality.
I agree with everyone who's saying this basically is a supply and demand issue. Lots of people normalise paying thousands of dollars per night for a tiny standard room in a pretentious hotel in Paris whose only real value is in the public areas of a building which can be visited by anyone drinking a €6.50 coffee, and plenty of others describe a €500 junior suite in Bangkok as basically a bargain. In that environment,...
I agree with everyone who's saying this basically is a supply and demand issue. Lots of people normalise paying thousands of dollars per night for a tiny standard room in a pretentious hotel in Paris whose only real value is in the public areas of a building which can be visited by anyone drinking a €6.50 coffee, and plenty of others describe a €500 junior suite in Bangkok as basically a bargain. In that environment, it's only logical that hotels will try their luck at turning their offerings into the service equivalent of Veblen goods, charging increasing prices for decreasing levels of service.
For over a decade I lived about 10 minutes north of that place in a community called McCormick Ranch. Very nice and scenic although grass is hardly desert scenery or a good idea in AZ. Coming from the east coast I do like green and not the rougher desert plants/brown colors.
I've stayed at a variety of hotels in the area when I wasn't living here. Scottsdale gets pricey and outsiders often refer to it...
For over a decade I lived about 10 minutes north of that place in a community called McCormick Ranch. Very nice and scenic although grass is hardly desert scenery or a good idea in AZ. Coming from the east coast I do like green and not the rougher desert plants/brown colors.
I've stayed at a variety of hotels in the area when I wasn't living here. Scottsdale gets pricey and outsiders often refer to it as Snobsdale. I enjoyed my time there and miss it.
I'm surprised you didn't stay much closer to the airport for such as short trip (long layover). It is located in Scottsdale and not Phoenix.
Unfortunately it has been purchased and now turned into a Kimpton but Scottsdale Plaza hotel/resort was usually reasonably priced and solid (no longer true).
At 1130pm you aren't going to get much. You can blow more money and get better service further north at the Fairmont Princess or JW Marriott or in Phoenix with the Phoenician. Personally I think most all of them are seriously overpriced. Lots of style over substance.
And yeah, prices do vary greatly in Scottsdale. Much cheaper in the brutally hot summer. Jan/Feb/March is prime tourist and snowbird season. Tons of events going on that time frame from Barrett Jackson, Golf Tournaments, and spring training.
I would have recommended the Arizona Biltmore, the Phoenician or the Camelback Inn if I were booking with points in the Phoenix/Scottsdale area.
Yep have done the Biltmore a couple of times on points and definitely still prefer it.
I know there have been a number of renovations in recent years, but any changes to service/overall quality since the reflagging to LXR from Waldorf Astoria?
I go to phx/scottsdale area once a month to visit friends. I always plan my time there around events and avoid going when somethings going on. Sadly I expect very very little from the big guy chains. I've recently discovered Sonesta hotels in that area. The price is right, and the service I get is hardly any different than with my Bonvoy Titanium perks a(?) or Hyatt.....I don't need a resort, just a nice clean...
I go to phx/scottsdale area once a month to visit friends. I always plan my time there around events and avoid going when somethings going on. Sadly I expect very very little from the big guy chains. I've recently discovered Sonesta hotels in that area. The price is right, and the service I get is hardly any different than with my Bonvoy Titanium perks a(?) or Hyatt.....I don't need a resort, just a nice clean pool. The money I save my staying at non resorts I can eat at Tommy V and have a fantastic meal.
Sad. Reflective of the US hotel industry as you well said. One has to go overseas to experience hospitality. It used not be like this.
Ben, I will be looking forward to your hotel review in Asia - this seems the place to go now to get both service and a decent value.
I'm going to check out the HR Tamaya Resort & Spa in a few weeks. It's over $350 a night or 12K points. Unfortunately, my Cat 1-7 award night is expiring and I'm going to use it here. Might use another semi-expiring Cat 1-4 for the second night instead of the points. Reviews comment on how the rooms aren't well maintained and the premium restaurant isn't worth it. Looking forward to it!
I stayed there about 10 years ago. It was fine, but nothing too thrilling. Nice views but otherwise not an amazing experience.
The rate is absolutely because of the golf tournament going on right now - I think it’s at the Fairmont but all hotels reflect the demand.
The Andaz has never appealed to me but after years of spring training trips and a few winter excursions I’ve had great experiences at the Four Seasons (though it’s not the best location for spring training tbh), the Royal Palms and the Canyon Suites at the Phoenician. The...
The rate is absolutely because of the golf tournament going on right now - I think it’s at the Fairmont but all hotels reflect the demand.
The Andaz has never appealed to me but after years of spring training trips and a few winter excursions I’ve had great experiences at the Four Seasons (though it’s not the best location for spring training tbh), the Royal Palms and the Canyon Suites at the Phoenician. The Fairmont is really big (for better or worse) and a sight to behold during Christmas. This year we’re staying at the Arizona Biltmore to see what it’s like under the LXR banner.
@ William -- I was aware of the golf tournament and saw that, but the rate is similarly high for the rest of the month, and the tournament doesn't go on for that long.
Interesting, I have never seen the Andaz that high. When I first started going to AZ I remember the Andaz always being on the more reasonable side (relatively speaking) but it just had an uncomfortable vibe to it with that particular design and the restaurants seemed more limited.
It's also just high season in general for the Phoenix area. I grew up there (and my family often took advantage of extremely low summer rates for locals so I have stayed at all of the top Phoenix hotels). I don't think any of the top ones are worth what they can charge from January to March. Especially the Andaz which is an OK update of what used to be a not great property.
It's because of MLB Spring Training
Supply vs demand.
The rates at all 'resort' style properties in Southern Arizona skyrocket in the winter.
I love this hotel, but to your point there's no way I'm paying winter rates for it.
I live in Tucson and come here during the summer when there are virtually no tourists.
3 trips last summer, all on a $180/night rate. That rate also includes waived resort fee and parking. While not part of...
Supply vs demand.
The rates at all 'resort' style properties in Southern Arizona skyrocket in the winter.
I love this hotel, but to your point there's no way I'm paying winter rates for it.
I live in Tucson and come here during the summer when there are virtually no tourists.
3 trips last summer, all on a $180/night rate. That rate also includes waived resort fee and parking. While not part of the rate, I was always given 2 vouchers for a free beverage at the nice restaurant. On one stay where I used those vouches the 1st evening, there were replacement vouches and a note from the Manager on mt tbale the next day.
I don't feel the property is getting worn down. Maybe needs a little refresh here-n-there as most large properties do. The grassy areas and some of the non-desert plants do struggle in the extreme summer heat, but this is typical. My take on that wall switch with a piece of plaster attached is "how much force did a guest have to use to pull that switch off the wall ... and why ??"
I think I know which waitress you're referring to. She does want to get right down to business. On the other hand, she's extremely efficient and has no problems with special requests. I've never understood the "no hostess" at the station concept, they are very consistent about that.
The 'free' minibar items are extremely limited. One specific beverage and one specific packaged snack. Both are unique local products. You do have to study the minibar menu to figure which items are the free one. There's also bowl of taffy candies somewhere in the room ... while simple, I've always enjoyed them.
Around this time of the year most of the hotels in Scottsdale/Phoenix area don’t live up to what they charge.
I travel to that area every month for work and lessons learned is I will not spend my vacation dollars in that region. Obviously I travel for work so my employer bears the burden of cost but I still feel cheated both individually and for my employer.
And all Hyatts are mediocre! For what they charge.
Honestly, I think that you pick the ”wrong hotels” in the US. I’m generally very happy with newer or newly renovated HGIs, Hiltons, etc in the $175-250-ish price range. (Writing this as a European with thousands of hotel stays all across the US, EU and Asia.)
I have a very different opinion of the Andaz Scottsdale.
I stayed there twice in Winder 2024 & Winter 2025, and I had the best experience.
(I did redeem hyatt points too).
We had a poor experience late last year. HVAC inoperable. It took two days and two engineers to "fix" it. A bolt attaching a leg to the only chair in the room was missing so we sat on our bed to use our computers. The shower door leaked heavily onto the slippery bathroom floor. And half of the electrical outlets wouldn't work. On the other hand, service and food was very good in the restaurant. But we won't be going back. Too many superior resorts in the are.
You're really sticking with this points farm phrase huh
For $1100/day, they clearly could have found some better drywallers.
I am kicked off by the very fact - how many hotels out there now want 4 figure amounts per day. I can understand such rates for suites in a major economic/nightlife centers such as NYC, London, LA, SF - where you have all sorts of top execs willing to pay whatever and flashy dudes going into debts to show off. But some "bungalow...
For $1100/day, they clearly could have found some better drywallers.
I am kicked off by the very fact - how many hotels out there now want 4 figure amounts per day. I can understand such rates for suites in a major economic/nightlife centers such as NYC, London, LA, SF - where you have all sorts of top execs willing to pay whatever and flashy dudes going into debts to show off. But some "bungalow suites" in the middle of nowhere? A regular bungalow with such quality there might go for $150 a night off AirBnb if that. But now the owners arranged "Andaz" brand, marketed it as a "Bungalow Suite" and voi la it's now listed for $1100/day.
It's just out of control.
I hate it when people use the comments section for political debate and I don't mean this is party advocacy.
But if you think hotel maid and customer service are bad now, see what it's like in few years after clamping down on legal and illegal immigration.
It's interesting to see a property I used to work at in the 90's. When I first started working here, it was the Stouffer Cottonwoods Resort, then a Renaissance. the majority of the rooms had private inground hot tubs on the private patios. It was a Renaissance until it was sold and converted to Andaz. In the mid 90's this was a hot resort, but lack of investment into the hotel, along with a tragic...
It's interesting to see a property I used to work at in the 90's. When I first started working here, it was the Stouffer Cottonwoods Resort, then a Renaissance. the majority of the rooms had private inground hot tubs on the private patios. It was a Renaissance until it was sold and converted to Andaz. In the mid 90's this was a hot resort, but lack of investment into the hotel, along with a tragic drowning in the early 2000's devastated the property.
I know the new owners spent a significant amount of money on the conversion and renovation. They relocated the Front Desk and restaurant in new buildings.
It's incredibly spread out and a good portion of the time, you need someone to drive you to your room. It does sound as if the current ownership group and management is letting things slip again.
Well, I hate to say it, because it's going to be an unpopular opinion, but poor service is what you get in a country that's rich, in an area of that country that's rich, and people aren't motivated to work in the same way as perhaps they once were and there's issues finding labor from cheaper sources.
Hotel operators are going to charge whatever the rich customers will bear, until they no longer spend...
Well, I hate to say it, because it's going to be an unpopular opinion, but poor service is what you get in a country that's rich, in an area of that country that's rich, and people aren't motivated to work in the same way as perhaps they once were and there's issues finding labor from cheaper sources.
Hotel operators are going to charge whatever the rich customers will bear, until they no longer spend their money, and get away with staffing it to the minimum acceptable, again until customers no longer spend their money and vote with their feet. Goes to your topic about the point farms too.
If you want a rising standard of living, it's going to become progressively harder to find people to fill service jobs at a high standard, for prices that you find acceptable. We have high prices because we're rich, and we continue to pay.
It's not about the country, but about business owners and management. Do they even want to be the hoteliers, be where they are, doing what they are? Are they genuinely excited and passionate about their place and their guests, or just going from one day to the other seeing how they can squeeze some cash flow out of the asset?
This is what matters. In any country - rich or poor - you can...
It's not about the country, but about business owners and management. Do they even want to be the hoteliers, be where they are, doing what they are? Are they genuinely excited and passionate about their place and their guests, or just going from one day to the other seeing how they can squeeze some cash flow out of the asset?
This is what matters. In any country - rich or poor - you can find owners and managers genuinely passionate about their property and their guests, and those who are there for a sake of it.
"there's issues finding labor from cheaper sources."
The issue is that much of it is in hiding, trying to avoid deportation. Either of themselves, or other family members. Ben politely avoids politics, so he doesn't acknowledge visiting a war zone. If he visited Kyiv he would simply note that the hotel windows were not soundproof so some commotion outside disturbed his sleep.
Ross - hyperbole much re Kyiv?
Part of the reason for the high rate is that this week is the Waste Management Golf Tournament in Scottsdale, so all of the hotels in the area is super expensive. Otherwise, during high season, there are days that it runs for $500-$600. Still no excuse for the small oversights, but $1000+ a night is not typical for this hotel.
Andaz is by far the most inconsistent brand in the Hyatt universe, though their entire "Lifestyle" portfolio seems like a no-man's land of properties that more or less seem to say "we aren't traditional prestige luxury but we have a hotel and a bar so we will therefore charge a premium." Problem is, that leaves a lot of room for interpretation ranging from Tokyo (preferred to PH), to Mayacoba (RIP to a solid resort), to...
Andaz is by far the most inconsistent brand in the Hyatt universe, though their entire "Lifestyle" portfolio seems like a no-man's land of properties that more or less seem to say "we aren't traditional prestige luxury but we have a hotel and a bar so we will therefore charge a premium." Problem is, that leaves a lot of room for interpretation ranging from Tokyo (preferred to PH), to Mayacoba (RIP to a solid resort), to Delhi (best airport hotel I've stayed out globally) to San Diego (woof). The Andaz Scottsdale has always been on my radar but has consistently looked to be a bit of a bait-and-switch, especially after having similar experiences at the Andaz San Diego.
I feel like this is pretty consistently with the other Andaz properties that I've stayed at. The Asia ones are slightly better, but nothing to write home about either.
The Andaz in Tokyo is phenomenal (better than Park Hyatt before the recent renovation, not sure now).
We stayed there a few years back and it was ok, just felt like any other higher end city hotel in Tokyo which meant that it was nice, but the area was a little sterile. That said, our traveling habits have changed during our Japan trips now since that we rather be spending the same amount on a very nice airbnb where we could relax and cook ourselves than to have someone constantly "serving" us.
@AC
There's actually a lot of restaurants and bars inbetween the Mori Tower where the Andaz is located and Shimbashi station. On and around Karasumori street. If you only ever took the Ginza line one stop to Toranomon station from Shimbashi, you'd miss it completely. I didn't find all of that until the end of my 3rd stay there. Definitely not a "sterile" area, or at least it wasn't pre-COVID.
But with regards to...
@AC
There's actually a lot of restaurants and bars inbetween the Mori Tower where the Andaz is located and Shimbashi station. On and around Karasumori street. If you only ever took the Ginza line one stop to Toranomon station from Shimbashi, you'd miss it completely. I didn't find all of that until the end of my 3rd stay there. Definitely not a "sterile" area, or at least it wasn't pre-COVID.
But with regards to Andaz in general, IME the Tokyo Andaz excellent. The views are gorgeous, the rooms are large and nicely laid out, the bathrooms are actually private, and I've never had a service problem there. The public bath (attached to the gym/spa area) is really nice as well. The only complaints I often hear are about the restaurant/high tea, which admittedly I've never done. I was also really pleased by the suite I had at the Andaz Savannah, though obviously that hotel is not the same league as the Andaz Tokyo. But for a US "luxury" property, I felt it worth what I paid.
The point farm theory is definitely true...and brings me to another related question: does this mismatch in price versus quality for US hotels also kill the appeal for those random hotel credits that all credit cards have now?
The answer for me is a resounding yes. What good is a twice a year $300 credit when any appealing hotel (again, limited appeal in US to begin with) often has crazy rates of at least $500...
The point farm theory is definitely true...and brings me to another related question: does this mismatch in price versus quality for US hotels also kill the appeal for those random hotel credits that all credit cards have now?
The answer for me is a resounding yes. What good is a twice a year $300 credit when any appealing hotel (again, limited appeal in US to begin with) often has crazy rates of at least $500 or more? I cannot justify paying out of pocket to make up the difference for a subpar stay at a subpar hotel.
This has actually been a big factor in why I have been cancelling more and more cards. The hotel credit just isn't appealing anymore, because US hotels themselves are unappealing.
Exact reason I recently cancelled CSR after 2025 refresh.
This is sad to see. I stayed at the property in 2018 and remember loving it... but it was a points stay and the cash rates seemed high back then (making it feel like the points were really getting me a deal).
Now, I go to Scottsdale once a year with a group and we get 10+ bedroom airbnbs with huge pools, minigolf courses, etc for roughly $2k per night (for 10+ people). I've...
This is sad to see. I stayed at the property in 2018 and remember loving it... but it was a points stay and the cash rates seemed high back then (making it feel like the points were really getting me a deal).
Now, I go to Scottsdale once a year with a group and we get 10+ bedroom airbnbs with huge pools, minigolf courses, etc for roughly $2k per night (for 10+ people). I've thought of going a day early and staying at the Andaz on points but sounds like the property has drifted quite a bit.
The pool isn't even heated and was freezing when we went a few Octobers ago
That's not true, it is heated and was plenty warm when I was there in December. Of course if you're expecting hot tub temps, you should go to the hot tub.
I will clarify - it was October and they hadn't yet turned the heating on. Not cool for someone flying south to escape the cold
Ben -- you have to give more examples. You generalize from one night at one hotel in one location to all hotels in the United States as being overpriced and undervalued. And then you carve out Four Seasons from the generalization. Which other hotels are this way?
As for the Andaz Scottsdale, we used to like staying there but the quality kept dropping and now we just don't stay there any more. I suspect...
Ben -- you have to give more examples. You generalize from one night at one hotel in one location to all hotels in the United States as being overpriced and undervalued. And then you carve out Four Seasons from the generalization. Which other hotels are this way?
As for the Andaz Scottsdale, we used to like staying there but the quality kept dropping and now we just don't stay there any more. I suspect that there is a lack of good leadership at this property or the owner refusing to pay for good leadership.
I agree. Look, I like Ben and have been a loyal reader for a long time. And I trust his commentary and he does some of the most thorough jobs in reviewing that you see these days. But, I also know his biases. And he's built up that all Euro hotels are some amazing stays and worth the price, especially in Germany. But I've been in many parts of Germany, and the hotels are often...
I agree. Look, I like Ben and have been a loyal reader for a long time. And I trust his commentary and he does some of the most thorough jobs in reviewing that you see these days. But, I also know his biases. And he's built up that all Euro hotels are some amazing stays and worth the price, especially in Germany. But I've been in many parts of Germany, and the hotels are often Meh. Not bad, always clean and consistent. So they have that going for them.
I think part of the problem is that when he's in the US, he's staying at all affiliated hotels, and many times Bonvoy because of the reach and points angle. He's more likely to stay at an independent in Europe or Asia. There are a lot of independents in the US too offering sometimes some special experiences. The Clydesdale Ranch in Whitefish, MT is a great example of this. Sure they don't have a gym or restaurant, but you have a private villa surrounded by a ranch.
Not trying to rag on Ben, but nobody is perfect.
I also think at least part (but not all) of this phenomenon can be attributed to folks splurging more on stays outside of the US. I know I am guilty of this too. I’ll burn a free night award at like a Westin or Hilton level brand domestically but then burn through points with the 5th night free for SLH / Ritz level brands outside the US.
@Glidescope
He's stayed at plenty of affiliated hotels overseas and reviewed them, even if more recent stays have been at splurgy-type independents/boutiques/small chains. And honestly, that matches my experiences too. Mid-level business hotel brands like Sheraton or Westin overseas often compare favorably to supposed luxury brands in the States. Autograph Collection/unbranded hotels overseas are typically really cool places to stay with great hard and soft product, while in the US it's often a way...
@Glidescope
He's stayed at plenty of affiliated hotels overseas and reviewed them, even if more recent stays have been at splurgy-type independents/boutiques/small chains. And honestly, that matches my experiences too. Mid-level business hotel brands like Sheraton or Westin overseas often compare favorably to supposed luxury brands in the States. Autograph Collection/unbranded hotels overseas are typically really cool places to stay with great hard and soft product, while in the US it's often a way for an unkempt "historic" building to dodge brand standards. Not saying there's no good chain hotels in the US, but IME very few are going to be better than staying at a hotel of the same chain in Europe or Asia.
Looks like my recent stay at the Spark by Hilton at IAH Airport for $80 gave me more perks, better and friendlier service, and a much cleaner room with near brand new furniture for a much lower price tag.
If you wanna waaay overpay to get the figurative shit kicked outta ya... try the Fairmont in SJU.
It was great when it was the Intercontinental! Haven't been since it was sold.
It is very much not 'great' ...again.
I stayed here before in 2018. Way less points were required but yeah 29k or $1,000+ per a night is excessive and not worth it for this property. Dining facilities at this property were a joke.
But yeah, all in all, what you pay vs what you get is getting wider and wider.
Ben - this stay is yet another reason for you to stop paying attention to brands. "I guess the Andaz Scottsdale has completely eliminated free minibars (which used to be a key point of differentiation for the Andaz brand)."
Hotels in the US have basically become a scam. For the same price as this four star property with mediocre service/maintenance, you could stay at a truly exceptional 5 start hotel in Europe or Asia. Another reason to spend your hard earned vacation dollars abroad.
For $1,100/night, you can stay at a five-star hotel in NYC. (What'r these '5 start' hotels... JK)
Thompson Palm Springs is in the same league. We didn't know the hot tub is broken till we were in the tub and asked a hotel worker passing by. No signs nearby or acknowledgement at checkin.
I'd argue $200 dollar range hotels deliver the most ROI in US.
Your review is spot on. I have mentioned many times that the term "customer service" has been erased from US dictionaries a long time ago. You cannot find that anywhere in the country. I also mentioned why for my family vacations, we haven't spent a single day in a US hotel since 2015. The level of quality, price you pay and service you get in Europe or Asia is night and day when compared to...
Your review is spot on. I have mentioned many times that the term "customer service" has been erased from US dictionaries a long time ago. You cannot find that anywhere in the country. I also mentioned why for my family vacations, we haven't spent a single day in a US hotel since 2015. The level of quality, price you pay and service you get in Europe or Asia is night and day when compared to what you get here. Last but not least, I gave up on hotel loyalty a long time ago. I prefer to stay at small boutique chain hotels or independently owned properties where usually the owner is in charge and knows his business depends on them delivering a great service.
Here is an example why I think hotels in the US have lost touch with reality in terms of prices they charge and service they offer. A few months ago I travelled with my son to visit Colleges. I don't consider that a vacation but more family business. When I booked the hotel for just 1 night (actually we used the hotel for less than 12 hours) I did not realize I booked a king size bed. When checking in at 11:30PM I kindly asked the front desk if she had any rooms with double beds available and if she could switch us (my son is now a teenager and it would make us both sleep better in separate beds). She looked at her computer and said there were rooms with two bed available but it would cost me $200 more. What? It was 11:30PM so I am assuming nobody would check in to claim those rooms at that time, she knew we were checking out in the morning but still could not simply as a courtesy change the rooms for free. I thanked her and kept the king size bed. No need to say I will not stay at that place again next time.
That's the third time recently I have seen "double" used to mean two beds.
Is that general American usage, or specific to an area/sector?
In the UK (and Europe?) "double" means one bed; "twin" means two beds.
I’m always in pain when I go to Asia or Europe and stay at amazing hotels for a fraction of the price of mediocre properties in the US.
Yeesh. Surprised Hyatt would let one of their premier properties get in that sad state of condition. I stayed at the Andaz in Singapore last year and it blows this one in Scottsdale out of the water.
Excellent use of 'Yeesh' sir. I'd add an 'oof' and a 'yikes' to top it off.