Sedona Real Inn

I stayed at this hotel on Oct 8th and 9th in room 224, a non-smoking room. The people next door in 223 were also in a non-smoking room yet were smoking on their patio which was 2-3 feet from my window and HVAC intake. Their smoke was entering my room so we closed the windows and turn off the HVAC.

The next day it happened again so I called the front desk and was told the people in 223 could smoke on their patio even though it was a non-smoking room. We were offered to move to a new room but only if we paid more as it was an upgraded room. Nothing else was offered to us so we were able to get fresh air and even with the windows closed and HVAC off smoke still came in our room.

We left our trip early and I spoke with the managers who both keep getting the facts wrong and didn't seem to care about my problem. I told them my wife was pregnant and my 2 year old son has very bad allergies that were being made worse by the smoke...I told them even if I wanted to pay more for a new room that doing so was bad customer service and I had no way to move all my stuff at 8-9pm at night...they made no offer to help or doing anything.

I mentioned the Smoke Free AZ laws and both were clueless that the law says those people in 223 can smoke only if their smoke does not enter my room. I asked for a refund of my two nights stay and they only offered to refund one nights stay. What they did was against the law...the people who were smoking should have been forced to stop or move to another room.

All I want is a full refund of my two nights stay and the manager refuses to help or even care about my problem. When I told him the smoking law he never heard of that before and when I mention my sons allergies he claims to have no idea what allergies are and wasn't sure how I would expect any of his staff to understand what allergies are either.

Avoid this place!

I liked the knowledgeable, courteous and efficient concierge. The hotel is an excellent location for recreation, sightseeing and shopping.

This hotel made me feel welcome: It was our honeymoon. Our names were posted on the entry bulletin board with congratulations, complimentary champagne with personally etched champagne glasses as gift.

Made a reservation a week earlier - they charged my card.

Usually this means the room is guaranteed for late arrival. They also sent

a reservation by email. I called en route from Phoenix airport late (approx 11pm) to make sure all OK. Was provided directions but when we arrived at 1.00 am they were closed.

Could the clerk have told us they were closing at midnight?

No, the reason was probably because the room we had reserved (a room with two doubles) was not available. Instead we called the emergency number and were told to look under the mat! When we got to the room we had to share a double and we are not even in that sort of relationship! How presumptuous of Real Sedona.

The next day when I pointed it out to them they copped an attitude. Some kid on reception proceeded to give me her version of events in a condescending manner. The assistant manager was not a whole lot more professional. When I requested they at least give me the Triple A discount they refused but then eventually agreed.

If you want to pay 5 star prices for Motel 6 attitude then stay here - well cancel that as it's an insult to Motel 6 who probably do a much better job.

In essence, this locale does not need repeat business as their shoddy pathetic attitude seems to indicate because they are in an attractive locale they don't need to display basic customer service traits as they will always have people looking for a room.

The quality of the suites and the service is outstanding. The services of the concierge are top notch. I would recommend the Sedona Real hotel to anyone looking for a quality hotel.

The rooms were very comfortable and the staff and concierge were very helpful. They serve a good complimentary breakfast.