Location, Location, and that is it.
Just left this hotel yesterday and while the location is awesome....The service is pretty non-existent and there were few smiles to be found.
Example 1: At the pool (which is probably the smallest in AZ) the only drink service is via a phone in a box by the pool. When I picked up the phone, I was transferred twice to reach a person who informs me that the drink I order will probably be warm by the time it gets to me, and, they cannot brink me any extra ice.
Example 2: The cable signal in the room is really poor, as is the channel selection. I really just wanted to relax and watch some tv. The guide says there is HBO, but my TV does not. I call guest services to be transferred to a tech. Tech says I am SOL, but offers free PPV movie. The PPV movie is not clear enough to enjoy.
While these 2 examples may not seem like much, for a $200+/night hotel that rates itself as 5-stars and does not provide pool service, tv signal OR a simple refrigerator in the room is at best average.
Now I went and visited the Sheraton down the street and there were smiles everywhere and the pool had service.