We booked a Junior Villa Suite / King Bed. Through, Paula Skladany. We were told we would get a better rate if we agreed to paid $253.78, non-refudable. We knew we were going to the resort and agreed and paid. Paula never read us any disclaimer on the phone. We arrived very excited but at check-in, we were told the resort had subsituted our paid for Villa with a King Bed for a Junior Villa with 2 queen beds. Not good for a honeymoon if you know what I mean. We told the front desk that we wanted our money back as this was not acceptable and they were not living up to the agreement as stated on our confirmed reservation. Ben at the desk refused to refund our money. Ben stated, the resort has the right to make subsititions as needed. This is an upper end resort and many people were checking in at the same time. They were listening to our conversation. We kept insisting that we were not getting what we paid for and they agreed to deliver. Ben stated, " I do not have the authrority to refund any money and I can not guarentee that if you do not accept the subsitition, you will get a refund." We asked for a manger. Ben stated, "the accountants have all gone home." It was Friday @ 4:40pm. We told Ben, he needed to talk to someone higher up and that the Holiday Inn Express provided better customer service that their resort was. After 45 minutes, Ben issued a letter that we would get a refund. Just because you book with this resort, you may NOT get what you paid for. Commitment and Confirmed Reservatons paid for in full, means nothing to this resort. I have reported them to the Arizona Better Business Bureau.
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