The Westin Kierland Villas, Scottsdale

Last October, I redeemed my Marriott Vacation Club points for one night stay at this villa. There are a lot of shopping, dining and entertainment around the villa, very convenient location. However, the Operations and Management has a lot to improve. On the day of our checkout, we came back to our room from breakfast to find 5-6 guys in our room installing new TVs. We did not receive any notice of such event, not to mention this was a total invasion of our privacy. We also did not understand why they would not wait until we checked out of the room. There were other guests who got woken up from this TV installation. I don't want to speculate how the villa managed to screw up the TV installation with guests still in the rooms. After my complaint, I was told that my vacation club points would be credited back to compensate for the inconvenience. However, after four months and several phone call and messages, I have not received any callback nor the credit. Again, I am very disappointed at the management operations at this vacation villa, and the Westin/Marriott Vacation Club brand.

We (two adults) rented a premium one bedroom villa for just two nights. We had some points we needed to use before the end of the year and Scottsdale is close to home. The villa decor is beautiful; the kitchen is stocked with everything you need to make a simple meal; shampoo, conditioner and body wash dispensers in the large shower; large dining table and big enough living room area. Unfortunately we were on the 1st floor (building 7) so no view from the good sized patio, but still ok. Two pool areas are fine - not crowded at all this time of year. Nice outdoor dining a huge big screen tv at the resort with several fire tables - nice for how cool it gets in the evening. 20 minute walk over to Kierland Commons with lots of restaurants and shops. Did not use any other resort amenities tho they are available to villa guests. Would definitely stay again, and longer!

I’m quite disappointed with my recent stay at the Westin Kierland Villas. We had 5 nights booked in an 1 bedroom premium villa and arrived around 7pm the first night and was told that the only room available was a handicap accessible room. I was told the only difference was a roll in shower and lower counters. When we walked in the room was beautifully renovated and we were quite ok with the setup. But as I explored noticed the fridge and freezer weren’t working and a soap dispenser was on the floor in the shower. I called someone in that night to fix the fridge. They reset it and said it should be good to go. We put a few of the groceries we bought in there and when I checked in the morning the fridge wasn’t still working. A lot of the groceries needed to be thrown away. Also during the first night I noticed the pocket door that connected the bedroom to the bathroom was broken. I called the front desk they sent maintenance over to look at the fridge along with pocket door that was broken. And I also noticed the room did not have a jetted tub as what was advertised on what I payed for. I questioned this and was told that the accessible rooms did not have one. I asked front desk if there was anything they could do and they said they would talk to the manager and get back to me. No one ever contacted me. The maintenance crew were great and said they would compensate the spoiled groceries which they credited my bill. We the buy our groceries and the I look to put something in the oven and the room has no oven! I went to front desk asking for a room change as the reason we stay in the premium villa for the oven. Apparently I found out the accessible rooms have no oven. All rooms are supposed to have a convection oven except the accessible ones. No luck on the room switch as they were booked so I was brought a toaster oven. Last morning of the trip I had housekeeping knocking on my door at 8:30 am asking when I’m checking out. Checkout time was 10 am? Would I stay here again? absolutely not! Beautiful resort with kind employees but management doesn’t understand customer experience and service matter. I am used to the Westin villas in Ranch Mirage where the service has a;ways been top notch.

We have been coming to this resort for years with July being more recent and had 2 separate reservations and were honoured to stay in the stay room. This trip we had to move our stuff front desk choose to upgrade us for 5 days but the 6th day which was the 2nd reservation it was a smaller room they made us move with only 22% capacity on the resort. Titanium means nothing, being an owner means nothing, manager refused to come speak with us. It’s embarrassing walking through the resort with clothes, food, wet laundry etc all because we never asked to be upgraded but for 1 night we were told to move. This is by far the worst service and most embarrassing experience ever that it has left trauma on my family.

We stay at a ton of Marriott Hotels and very rarely feel compelled to write a review. I will say we experienced some of the absolute best service here. Grace checked us in and she so professional and friendly. She told us all about the hotel, amenities and made restaurant recommendations. What a rockstar! After check in we went down to the pool. Keegan and his team has music and a planed event every hour. Our kids absolutely loved it. Almost forgot to mention the great rooms and killer views! I can't think of better way to spend mothers day weekend!

Shady reservation practices. They would not allow you to make reservations due to no availability and then try to tack on multiple fees which would make it impractical to even make a reservation. Never had a chance to stay there because of these scammers.