My husband's family lives in Tucson and we were to be married at their house February 19, 2017. We wanted to stay at a very nice hotel and we chose the Hacienda del Sol.
I made the reservation almost 3 months ahead of the date. We booked their most expensive room - the Catalina Room with "stunning mountain and city views." I called the property and told them this was our wedding weekend and honeymoon and that we preferred an upper floor with a mountain view. They said they could not guarantee it. My experiences over decades traveling the world is that a hotel can guarantee a certain type of room (barring extraordinary circumstances). I called them once a month and a week before our arrival to affirm this request and explained that we live in a big city - Los Angeles - and therefore did not want a city view and that this was a very special occasion. Upon our arrival, guess what? They gave us a city view. I stood at the front desk explaining again the wedding, we live in the city, etc. and guess what? They found a room for us with a mountain view! So why the runaround?
Second big problem. The next day, Saturday, I had booked an in room massage at 4:00 pm so that I would be relaxed for the rehearsal dinner after a day of wedding preparations. We were out of the room until 2:00pm and when we returned the room still had not been cleaned. Obviously, I did not want housekeeping to show up during or after my massage and I wanted to take a nap, so I called and asked if they could do the room as soon as possible. Again, the runaround. Finally around 3:00 the supervisor showed up and cleaned the room all the while complaining that they were understaffed and had too many arrivals. Really? At a four star hotel? My dream afternoon of a nap, massage and pool time didn't happen. I got the massage but I was so keyed up by the ineptitude of housekeeping that I found it hard to relax.
On the plus side, the room was beautiful as was the mountain view. The casual restaurant was enjoyable. And I might even stay there again based on the beauty of the property. But for the price I paid (it was high season) and the level of luxury promised, they really need to better train their staff, make sure they are staffed properly and listen when a guest tells them she is getting married that weekend. How much bigger a special occasion does it need to be to get a little consideration?
I am sure the response of the hotel will be "well it all turned out all right" but that was only after I argued, cajoled and refused to take no for an answer. All emotions I could have done without on my wedding weekend at the number three hotel in Tucson.