Gold Canyon Golf Resort & Spa

Hayley Avino5 years ago

1/5

I spoke with the owner regarding the review. The owner originally promised a $400 refund due to the problems we experienced at GCGR if I removed google review, yelp, and facebook review. I emailed Carlo, who stated he is the owner, that I would only do this if he provided written documentation of this since I had been so badly burned by taking this resorts word for things in the past. Unfortunately, owner "Carlo" called my husband and told him I "took it too far with this request" and was "neurotic" and a "liar" and would not accept any responsibility for any of the above. I think anyone can understand my reasoning for wanted written documentation. He then proceeded to tell my husband over the phone that he has been doing business for 30 years and this is his first and only complaint and we were making all of this up. He stated the room I requested with wood beams does not exist. I told him I have a photo and am happy to send him which he said was "unnecessary". He told me I should have requested a maintenance man to fix our water situation - I told him that my hair and makeup artist was already in the room at that time and that was the least of my worries on my wedding day. He said he would've opened up adjacent room for me in another casita for me to shower if I had told someone.. again was not my concern and on my wedding day, I would not want to be showering in a random casita and have to walk back to my own casita in a towel. I brought up issues of the incorrect room, with meet & greet and after-party, and countless with Nicole giving incorrect information and giving away the bar area entirely for after party. He told me that I was an unorganized person in this situation. Sadly, I informed him that his employee Nicole was so disorganized that I have several emails going back and forth with her telling ME "good catch!" because she had overlooked or inappropriately inputted guest information/room requests. I have emails as proof of this. I did overlook the shuttle contract stating it is $400/shuttle, leveling out to costing $800. However, it was told to me on 3 separate occasions that it was "$400 to rent THE SHUTTLES" aka someone would interpret this as $400 total for both. I completely overlooked this because when a contract was finally sent to me after requesting one for 18 months - it was the week of my wedding and I was overwhelmed. Again, I take fault for this but was completely misled. All things aside - I have never been treated more poorly in my entire life, especially by a customer service driven organization. Instead of taking the situation and trying to make it right, Carlo berated myself and my husband, called me names, and refused to do anything to reconcile this unacceptable accommodation. We spent over $1400 at this resort for just 2 nights. We could go to a 5-star world-renowned resort in Sedona for 1/2 this price and be treated much better. Beyond disappointed. I have reported Carlo, his employees, and Gold Canyon to the Better Business Bureau. Our treatment and accommodations are completely unacceptable. The least they could have done is refund us the $400 he originally promised and man up to his resorts shortcomings. I have been treated better at places like McDonald's over a simple order issue. You would think management at this resort would take this much more to heart and learn from mistakes and offer bride and groom compensation for emotional, financial, and physical harm and burden resort caused. 11/12/19 Once again owner commenting on post with inappropriate response - as you can see email commending staff sent back in August. As stated in review and in later emails, began experiencing issues/obstacles after this with resort beginning in September, especially 3 weeks leading to wedding and week of wedding. Have emails as proof that owner even attached motioning towards issues which he refuses to acknowledge. Owner response is invalid, unprofessional, unaccommodating. "F bomb" was dropped after owner told me reason for my problems was due to my lack of organization.