By Amanda Thompson on October 20, 2026 Verified by Google

Unacceptable Customer Service for a Luxury Resort

What should have been a relaxing three-night stay at Enchantment Resort turned into an incredibly stressful and frustrating experience.

We booked and paid in full through Agoda, but the resort claimed it had only received payment for one night. Despite providing confirmation of our reservation and proof of payment, Enchantment repeatedly told us to resolve the issue ourselves with Agoda.

We spent the majority of our vacation making phone calls, sending emails, and trying to coordinate between the two companies. At one point, we were even concerned about whether our room would remain accessible and our belongings would be secure.

Ultimately, Enchantment required us to pay for the remaining two nights AGAIN, despite already having paid Agoda in full. We have now paid twice for the same accommodations, and the issue remains unresolved even after returning home.

I understand that third-party booking complications happen, but the complete lack of proactive assistance from a resort charging luxury prices was unacceptable. We should not have spent our vacation resolving a payment dispute between businesses.

A beautiful property means very little when the customer service fails this badly. We expected significantly better from a resort of this caliber.

By Maria Fernandez on July 21, 2026 Verified by Google

The stay was OK, food is OK, room cleaners constantly bugging us was bothersome but it’s a lovely location with great views. I will say We had such an amazing experience at the pool and a huge part of that was thanks to our server, Brooke. She is, without a doubt, the kindest and most professional server I've encountered in years. From the moment we met her, she went above and beyond to make sure every part of our stay was enjoyable. Her warm personality, attention to detail, and genuine care made us feel so welcome and well taken care of truly made our visit unforgettable. Thank you for providing such exceptional service!

By Geri Hom on July 6, 2026 Verified by Google

We love Enchantment Resort! We had been here with our daughter 40 years ago and were invited to return with our daughter and her family as a gift for our wedding anniversary. We stayed in room 56A which was a gorgeous room.

The surroundings of ER are breathtaking and the service was great. Food on the premises was very good too.

Also, we want to thank ER as they have a service where they lend out a Volvo electric suv for 3 hours free of charge. After 3 hours, the cost is $75 per hour. We came back a little after 3 hours as our lunch took longer than expected, but we were not charged.

Thank you ER for a lovely time and a lovely stay ❤️

P.S. Our stay was just when the pocket fire started near Sedona and we were very lucky to have no issues. As a result some of the hiking trails near ER were closed.

At the time the Pocket Fire was 300 acres, it has now grown to 25,000 acres and now that we are home I hear that ER is on possible pre-evacuation alert. Hoping the ER is safe and the fire gets contained. 🤞

By Lauren A on May 31, 2026 Verified by Google

Beautiful location with spectacular red rock views and direct access to Boynton Canyon hiking trails. The staff is exceptionally friendly and helpful. However, the resort feels overpriced for what you get. Our room was dated and had not been renovated, noise traveled easily between rooms, the food was very average for the price, and the property was much less peaceful than expected due to the number of children and the constant noise from pickleball and tennis courts near the pool. If you're coming primarily for the scenery and hiking, you'll love it. If you're looking for a quiet luxury getaway, you may be disappointed.
Pros:
• Stunning views everywhere you look
• Direct access to Boynton Canyon trails right from the property
• Friendly and attentive staff
• Beautiful pool area and grounds
Cons:
• Many rooms are dated and in need of renovation
• Noise carries easily between rooms
• Lots of families and children throughout the resort
• Pool overlooks the pickleball and tennis courts, so there is constant court noise
• Food is expensive and surprisingly average

A funny moment upon arrival: the bellhop informed us that about half the rooms have been renovated and half have not, and ours was one of the ones that had not. While I appreciated the honesty, it is probably not the first thing most guests want to hear when checking into a luxury resort.
We are fairly certain the room next door had been renovated with hard flooring because we could clearly hear a toddler dragging a chair across the floor multiple times a day. Apparently, we got all the noise benefits of the renovation without any of the actual renovation.
My husband attends a conference here annually, but this was my first visit. We left our children at home hoping for a relaxing getaway, only to spend part of the trip listening to someone else's toddler rearrange furniture next door. The resort would benefit from separating family-focused accommodations from areas intended for couples and adults seeking a quieter experience.
The restaurant food was not bad, but it was very average considering the prices. There are so many excellent dining options in Sedona that I would highly recommend eating off property whenever possible.
Overall, Enchantment's biggest strengths are its incredible setting, hiking access, and wonderful staff. The views alone make it worth experiencing, but the dated accommodations, noise issues, and underwhelming food kept it from feeling like the luxury retreat we expected.

By R J on May 15, 2026 Verified by Google

We stayed at Enchantment for 3 nights and overall a very much below average stay. First the positive - their location, right at the Boynton canyon is really good with very convenient hikes to the canyon and kachina vortex. The room had a queen size bed (its been a few decades since I have stayed in a luxury property where the bed for a couple was queen/small). Also this was not a real bed - but a murphy bed - with no headboard to rest against - and overall, very uncomfortable for 2 people to sleep on - perhaps ok in a motel, but when you are paying $1200+ per night, this is not what you expect. We did have a nice view of the canyon from our room though. We at at all three of their restaurants - The food and service at Che Ah Chi was good, Tii Gavo was barely average (excellent views though), and finally Hummingbird, their signature restaurant was a complete let down in terms of food and service. The service at the morning breakfast (we had 3 breakfasts there, all at Che Ah Chi) ranged for attentive/good to the waitress completely messing up our order and bringing my food almost 15 mins after my wife was done eating. We signed up for a few classes, and they were all average to below average - with the one exception of a Culinary/Cooking demo by Chef Dana and Chef Glen - they were both really fun and engaging and deserve 5 stars. My wife went to their Miiamo spa for a massage - and while they claim to be a world-famous spa, they did not have a plunge-pool at the spa. The rest of the facilities were clean and nice and the massage itself was fine - but nothing that you would not find at a decent Marriott/Hilton or similar hotels. This was probably a luxury property/room maybe a decade ago, but at this point it is living on past glory. If we ever go back to Sedona, we will hunt for a different property - and not stay here again.