Location. Nestled between the majestic Sierra Estrella and South Mountains on the Gila River Indian Reservation near Phoenix, Ariz., the Sheraton Wild Horse Pass Resort & Spa provides a luxurious oasis for discerning business and leisure travelers. Only 11 miles from Phoenix Sky Harbor International Airport, guests can try their luck at the gaming tables of the Wild Horse Pass Casino or watch racing at Firebird International Raceway.
Hotel Features. From the first steps into the serene bi-level lobby of the Sheraton Wild Horse Pass Resort & Spa, guests are enveloped in elegance. A two-story wall of glass offers spectacular 180-degree views of the Sierra Estrella Mountains, and a stone desert garden with cascading water and comfortable overstuffed furnishings sets the stage for pleasant conversations. Native American artwork and designs are showcased throughout the property. The Sheraton Wild Horse Pass Resort & Spa features two 18-hole golf courses, tennis courts and four outdoor pools. The equestrian center offers horseback riding and lessons while more than 1,000 wild horses roam the surrounding lands. The 17,500-square- foot Aji Spa and fitness center offers a full range of body and beauty treatments, spa, sauna and exercise classes as well as a health bar. Chefs at Ko'Sin restaurant prepare American cuisine with southwestern influence, and Kai restaurant features local foods grown on Gila River farms. A poolside bar, lobby lounge and clubhouse restaurant offer ideal settings for enjoying light fare and cold cocktails.
Guestrooms. The 500 opulent guestrooms at this property feature traditional tribal designs. Guestrooms offer balconies or patios with desert or mountain views, elegant work desks and high-speed Internet access.
Expert Tip. Regularly scheduled walking tours explore the various artworks and architectural significance of the resort. Visitors can also learn about the Pima and Maricopa tribes at the adjacent Huhugam Heritage Center.
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Guest Reviews: Sheraton Wild Horse Pass Resort & Spa
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- Sheraton Wild Horse Pass Resort & Spa
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5594 West Wild Horse Pass Boulevard, Gila River Indian Community
| Chandler, AZ 85226
- TripAdvisor Traveler Rating:
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Based on 250 traveler reviews
- Most Recent Traveler Reviews:
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“Bad Service Couldn't Make Up for Beautiful Setting”
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Mar 13, 2010
BohoMinnesota, Minnesota
- Being a frequent guest at Sheraton resorts, I was appalled at how my room issues that arose during my stay were handled. This is a beautiful resort and I was...
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- Being a frequent guest at Sheraton resorts, I was appalled at how my room issues that arose during my stay were handled. This is a beautiful resort and I was staying here for a client meeting with my company this week. I only hope our clients didn't experience the same problems that I did! First--my door lock needed to be reprogrammed several times. Two engineers couldn't figure out the problem and kept issuing me new cards that wouldn't work. Three times I was left stranded outside my room with a long walk back to the front desk to report the problem. The first engineer was apologetic and offered me a free bottle of wine for my trouble, but in the end the problem was not fixed. Secondly, I noticed my first day that a bottle of Voss water in my mini bar had been opened (seal was broken) and obviously refilled and replaced in the bar. I reported this to the front desk because I didn't want to be charged for it, and I wanted it replaced with a fresh bottle. It never got taken care of and I was there for 4 days. Totally unacceptable for this level of hotel. Then, I noticed on my final bill a charge for bellman gratuity. I never used a bellman during my entire visit! Completely erroneous. When I checked out, I told the front desk staff person that I was disappointed that nothing was done to make amends for the fact that I was stranded several times outside of my room, that the bottled water issue was never resolved and that I was charged for a service that I never used. Her response? "I don't see any notations on your file that you've had any problems." Pretty surprising, considering that I had been at the front desk no fewer than 3 times a day during my stay. « less
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“Still Untangling the Mess - Not for Families any more”
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Mar 11, 2010
torenthal, Sammamish, WA
- We stayed at the Sheraton Wild Horse Pass from Feb 13 to 17th, the first two nights paid, the second two on Sheraton points using our Starwood Gold status. We...
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- We stayed at the Sheraton Wild Horse Pass from Feb 13 to 17th, the first two nights paid, the second two on Sheraton points using our Starwood Gold status. We would not recommend the hotel to families unless they upgrade to a suite and receive a written confirmation. Furthermore, the hotel has declined in the last 3 years, with the riverboat now on "trip to nowhere" from Monday to Thursday (as the Casino has relocated) and a significant decline in the quality of the hotel.
It is now truly a Sheraton-class hotel --- and the Kai restaurant both no longer has the chef we experienced 3 years ago but even the locals who come were not taking the set menu on Valentine's day. Our mistake for not following their lead and having a very expensive $500 dinner for two that was not the fabulous experience we expected.
The longer story...
When booking, we received an e-mail with the note "We would like to invite you to Upgrade Your Room to a deluxe room for $30 per night or an executive suite for $80 per night or Be Green and Earn Rewards. Request Upgrade and Rewards." and promptly contacted the hotel 2 times directly (not via the Sheraton bookings number) to confirm that we had a paid upgrade to a suite. We were assured that the hotel was lightly booked and that we would be taken care of.
On checking in, our family of 4 (with two boys aged 8 and 12) were told that all suites had been booked and we were given what must have been the smallest room in the house (probably 250 square feet) that had two double beds with an adjoining bathroom where the bathroom faucets squealed all night and the room (in the Pima wing) had loud Casino visitors loudly passing by the room constantly between 2am and 4am.
We were told that despite our requests there were no upgrades available. If there whad been a room available we could have a "paid upgrade" but that the price for that upgrade had been increased to $175/night from the $30 or $80 quoted online.
After numerous conversations with the hotel staff and management (surprisingly, noone above the level a Front Office Manager appeared to be available for over 48 hours), we eventually managed to be upgraded to a suite for an additional $175/night rate for the remaining 3 nights of our stay, but the experience was to say the least, poor. I would not recommend this hotel to any future visitors with family unless you request a suite, both for the experience in the small standard rooms and for the treatment of the hotel staff.
We communicated with the management via e-mail, with a note to both Mr. Bunty Ahamed (General Manager) and copied to Mr. Mark Sneen. To date we have only received limited responses from Mr. Sneen and continue to have issues with communications with the hotel.
We let them know that in 2005 my wife and two children visited the hotel over Easter and had a wonderful time, so we decided to return to visit again. At that time, we felt that the resort was nearly Four Seasons quality, where we are frequent guests, and had high expectations of the service and room quality on our repeat trip.
We arrived at the hotel arriving Saturday Feb 13, 2010 for four nights. The reservation was broken into two reservations, with the first two being paid nights and two being SPG Awards nights using our Starwood Gold status.
Prior to our arrival, we contacted the hotel twice to request a suite upgrade (paid or complimentary) and we were assured by Briana that this would not be an issue as the hotel was very lightly booked for the weekend (We were told that it was at 30% capacity).
On arrival we were informed that no suites were available and we were given a very small room (2016) with two double beds to accommodate myself, my wife, and my two children aged 8 and 12. At 5pm I complained to Cat at the front desk and asked for any upgrade available and were told that “only the presidential suite” was available --- and that it would be too costly for us.
I then asked to speak to a manager and was informed that they would be back in 15 minutes and would call me in the room. At 5:30 we left to go to dinner, and so I dropped my business card by the front desk with my cell phone number on it. We returned at 7:00 with neither a call to the room nor a call to my cell phone received, and no message on the phone.
I then waited at the front desk for about 10 minutes to meet with Tamaria, who told me that there was no availability for a suite upgrade Saturday night but that there was availability on Sunday and Monday. When I asked her to confirm the upgrade she said that she would not do so, and that I’d have to talk with someone who would be in at 7:00am the next day.
In the meantime, we were kept awake most of the night by squeaking pipes in the bathroom, and between 2:00am and 4:00am by a crowd of people travelling down the hall in the Pima Section – most probably returning from some event or the casino.
I was finally contacted Sunday morning at 8:30am and was told that a regular suite upgrade was not available but that an executive suite upgrade was available. Because it was such a significant upgrade, the fee for the remaining 3 nights would be $175 per night versus the normal $30-80 fee posted on the web site and in the e-mail we received.
We upgraded to the suite and settled in to what we had expected to receive as accommodations when we initially arrived. However, Monday morning we received a bill under our door for over $1900, including ~$700/night of charges for the suite (the room charge was supposed to be $175.20/night and we'd only been their 2 nights). I contacted Tammy and she reversed the charges, however she failed to remove the authorizations on my credit card of over $2000.
But this was not to be the limit of the problems with our stay at the resort. I returned home to discover that additional hotel charges have continued to trickle in over the last 4 weeks that I haven't made, including another charge today March 11th, 4 weeks after staying at the hotel. I continue to pursue this with the hotel and my credit card provider. Not what you'd describe as a great experience.
My recommendation for those looking for a good hotel for individuals or families in Phoenix is to stay away from the Sheraton Wild Horse Pass. I've stayed at some great hotels in Phoenix, at good rates, where the minimum size of the rooms are 400 square feet. This hotel is dated, old, and no longer worth it, and the Kai restaurant is not close to being on par with any of the better restaurants in Phoenix. « less
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“Memoriable experience for me and my family.”
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Mar 11, 2010
ostertoaster, Davenport, Iowa
- First impressions may last a lifetime. The room at the Wild Horse Pass Resort was great and the service was amazing for my family while I attended a three-day conference....
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- First impressions may last a lifetime. The room at the Wild Horse Pass Resort was great and the service was amazing for my family while I attended a three-day conference. But the story I want to share is what happened on day one. Upon parking and walking up to lobby, we were greeted and then our 2 and 4 year old were immediately greeted as well. One of the attendants said he had a surprise for my children and he brought them two small stuffed "wild" horses. So nine months later the one item that reminds me of your resort, and I see nearly every day ... are your stuffed "wild" horses. A very memorable trip for all of us and I would visit it again for pleasure. « less
Read management response to this review.
Dear Guest,
You have no idea how much your message means to us! We thrive on and prioritize making connections like that with each of our guests. Obviously, when done correctly the results are lasting and meaningful.
Let me tell you why we most appreciate you taking the time to share your valuable feedback. We love to champion stories such as this in each of our many service culture training sessions. It is great to point to real-life success stories. We are honored to have some of the most talented and sincere front-line team members in the business and are elated that they connected with you and your family during your visit.
Thank you again, very much, for taking the time to share your feedback. We would be honored to have you back the next time you are in Arizona.
Sincerely,
Stephanie Heckathorne
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“Great FIrst Impression, Lovely Property, Nice Rooms”
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Mar 5, 2010
viajeroManila, manila
- The Sheraton Wild Horse Pass it seems was intended to be a quiet and secluded getaway. Our arrival and check in experience was very pleasant. The bell staff was quite...
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- The Sheraton Wild Horse Pass it seems was intended to be a quiet and secluded getaway. Our arrival and check in experience was very pleasant. The bell staff was quite attentive ($12 bellhop "gratuity" included in room rate) and the front desk people were marvelous. There was a conference going on and we arrived with a good number of attendees, but we were checked and in the room in a rather short amount of time. They also helped me sort out my SPG application, which I could not seem to do online (server always had issues).
I found too many corners in the hotel, making navigation quite tedious. Not all of the lifts go to the 4th floor, which was quite a bother.
The room was spacious enough, beddings were great and the mattress was very comfortable. The room had a view of the desert, which was surprisingly quite relaxing. Free wifi in the lobby, but if you want in-room connectivity, you have to shell out $12 for 24 hours. Had to make the trip to the lobby just to fire off emails.
Flat screen HDTV with HD movies was also standard.
Food at Ko'Sin was surprisingly good. I down own up to hotel food (preferring to try authentic local cuisine), but the chef was great, and the kitchen and wait staff was just on the ball.
There is a huge conference area which comfortably accommodated 400 attendees. The breakfast, lunch and cocktails along with the coffee break was just splendid.
In all, I totally enjoyed attending conference in this property. « less Read management response to this review.
Dear Guest,
Thank you very much for investing the time to share your feedback and details of your stay with us. We love to hear from you!
Our staff aims to be attentive and to make the arrival and check-in experience as seamless and stress-free as possible. We are thrilled to learn that they accomplished these goals and made that crucial first-impression with you.
With regard to our resort’s layout and size; when we designed the resort we wanted a space that had smooth lines to replicate the nearby mountain range. That does make for a spacious building, and we apologize if at any point that was frustrating to navigate.
We are happy that you enjoyed Ko’sin and several other dining options while you were here.
We hope to have you as our guest the next time you wish to return to our “secluded getaway.”
Sincerely,
Stephanie Heckathorne
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“Escape From Your Worries”
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Mar 3, 2010
WestCoaster31, Seattle, WA
- I love this place. It's just outside of phoenix on an Indian reservation. The hotel is modern, quiet, clean, friendly, and in the middle of nature. It's so great to...
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- I love this place. It's just outside of phoenix on an Indian reservation. The hotel is modern, quiet, clean, friendly, and in the middle of nature. It's so great to wake up and look out at the beautiful mountain range. Plus, it is home to one of the best restaurants, Kai, that I've ever been to. If you just want to get away from it all, this is the place to go. When you're there you don't see many people inside the hotel and so things are generally quiet. It is a solitude in the valley of the mountains. There's a golf course and great spa located on the resort property. There are walking paths around the resort and a big casino that is about a 5 minute drive from the hotel. If you're looking for a bustling hotel, in the center of it all with tons of stuff to do, this is not the place. But if you want to escape from it all and relax in solitude this is a great choice. When booking a room ask to get a room that faces the mountains. You may have to pay a bit more but it's worth it. The hotel is big with long hallways so also check to see where your room is located. « less
Read management response to this review.
Dear Guest,
Thank you very much for taking the time to share your valuable feedback. We are elated to know that you “love this place.”
Our staff aims to offer a sanctuary in the Sonoran desert coupled with sincere service. We are thrilled to learn that they accomplished these goals during your time with us.
As you noted, we take pride in the storied history of the Gila River Indian Community and work to infuse that into every of our resort, including our Five-Star and Five-Diamond restaurant, Kai. We are happy to learn that Kai ranks so highly with you.
We know that you have several choices when making your accommodation arrangements and we hope that the next time you “want to escape from it all and relax in solitude” that you will elect to do so with us.
Sincerely,
Stephanie Heckathorne
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These reviews are the subjective opinions of individual travelers and not of TripAdvisor LLC nor of its partners.
© 2010 TripAdvisor LLC
Map & Directions: Sheraton Wild Horse Pass Resort & Spa
GPS Coordinates: 33.26740 -111.98300
Address: 5594 W Wild Horse Pass Blvd, Phoenix, AZ 85070
See other hotels near Sheraton Wild Horse Pass Resort & Spa.Nearest AirportSky Harbor International Airport [PHX]
11.71mi
Rawhide Western Town
0.35mi
Chandler Fashion Center
5.32mi
South Mountain Park
7.01mi
Grady Gamman Memorial Auditorium
10.60mi
Arizona State University
10.98mi
General Directions
From Phoenix Sky Harbor International Airport:
Take Interstate 10 East about 11 miles to Maricopa Road.
Turn right onto Maricopa and take the first right onto
Wild Horse Pass Blvd. The hotel is located on the right.
Amenities: Sheraton Wild Horse Pass Resort & Spa
Hotel Services
Pet Friendly
24-Hour Security
Pets Allowed
Restaurant
Beauty Salon
Recreational Services
Fitness Facility
Sauna / Steamroom
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