I rarely leave negative reviews, but our experience at Camelback Resort over Memorial Day weekend…read morewas disappointing enough that I feel compelled to share it.
My family and I checked in on Friday and were scheduled to stay through Monday. We arrived in time for the advertised 4:00 PM check-in, only to find the resort completely overwhelmed. After waiting approximately an hour and a half, our room was not ready until nearly 6:00 PM.
On Saturday, we spent the day at the indoor waterpark and rented Cabana 1. The highlight of our trip was our waiter, Andre, who provided exceptional service and was friendly, attentive, and professional throughout the day.
Unfortunately, the rest of the weekend took a turn for the worse. Later that afternoon, my daughter began feeling unwell and developed a fever. I went to the resort gift shop looking for children's Tylenol or ibuprofen, only to discover they carried neither. For a family-focused resort catering primarily to children, I found it surprising and concerning that basic over-the-counter children's fever medication was not available for purchase. When I asked for assistance, I was handed a first-aid packet containing aspirin, which is not something I would ever give to a child.
Because my daughter's fever continued to rise, we made the difficult decision to cut our vacation short and return home that evening.
Before leaving, we arranged for bell services to assist with our luggage from Room 529. I personally packed all of our belongings and helped Evan, our bell boy, load everything onto the luggage cart. Once home, while unpacking after tending to my daughter, I realized a mesh bag containing several items was missing, including my husband's Burberry swim trunks, my daughter's RuffleButts swimsuit, and her water shoes.
The following day, I contacted the front desk, Lost & Found, and asked to speak to Evan at the bell services department. My information was taken, and I was told someone would call me back. No one ever did. I followed up again several days later and received the same response. No manager was available, no Evan, no answers were provided, and none of our belongings were ever recovered.
While losing personal items is frustrating enough, what was most disappointing was the complete lack of follow-up, accountability, or customer service. Not one person contacted me as promised. Not one manager reached out to address the situation.
Between the delayed check-in, lack of basic children's medication availability, and the disappearance of our belongings followed by zero communication from management, this was not the family vacation experience we expected.
I can overlook mistakes. I cannot overlook poor customer service and a complete failure to address a guest's concerns. Sadly, after this experience, I would not return to Camelback Resort.
