We booked a room in the Lodge expecting something worthy of your hotel's 4-4.5 star rating. Me and my wife were celebrating our anniversary and we were very disappointed with the quality of the room. The room we received was room 440 and it was the first room right next to the main lobby/check-in area. This means all of the events the hotel holds in the morning and the evening we will be in the middle it whether we wished to participate or not. Also the room was tiny and the bathroom was even smaller. This did not seem like the getaway that we imagined as the room looked like it belonged to the day's inn. The tv was sub-par compared to most hotels of the same rating and there was a noticeable smell in the room. The sheets were not soft, the bed was not comfortable or inviting and the decor of the room was old and dingy. The carpet and the chairs also had stains on them. Also the patio had a view of a large wall and vines. Apparently the perk of your hotel being right on the creek is not available to Lodge guests. Your hotel also does not have any amenities like a pool or a workout room and I was told they directed guests to a "sister hotel" which is even worse than the lodge if they wanted to enjoy those benefits. The high star rating is apparently because of the cottages. They looked very nice and luxurious... but at 3 times the rate! Compared to EVERY 4-4.5 star hotel in Sedona this was the worst deal I have ever seen. Because of this shock and not wanting to pay for a rate for a high rated hotel and receive a 2 star room we decided to leave. This process only made it worse since the staff did not seem to know what they were doing. The staff ended up charging the cancellation fee 3 TIMES (This is almost $900!) and I had to make several calls over 2 days span (thanks for ruining the vacation) to resolve this. I even had to call my bank to obtain a number to get these charges reversed since your staff was unable to figure this out on their own. I was also NEVER OFFERED ANY alternative and was told they were "almost" fully booked (on a Wednesday??) and basically said "like it or leave it" in so many words.
We were also forced to pay the cancellation fee even though we did not cancel, we showed up and we were not happy. Your staff did nothing to resolve our issues except ask the bell boy to walk our luggage back to the car.
There is a positive note, we previously booked a creekside massage and it was excellent. We would recommend the massage to others but we will never recommend your hotel due to the poor customer service, awful rooms, and your unforgiving polices.
If you wish to enjoy your stay I would book a room at the neighboring Amara Creekside resort or the Sedona Rouge Hotel. For the same price as a Lodge room ($250-280) you can get a large luxurious bathroom, fireplace, a view, a great king size bed, and the same quality coincerge service. You will also avoid the snotty staff and enjoy your Sedona getaway.