Rated 1 out of 5 by Zazu I will never go back
My wife and I stayed two nights. While she was drying her hair, the circuit breaker blew and we had no electricity (including no phone) in our room. It took 1/2 hour for the staff to reset the circuit breaker after we called the hotel on our cell phone. She continued drying her hair and the circuit breaker blew again. This time it took 4 hours for the staff to reset it. A prior guest left dirty clothes in one of the drawers. We were unable to get the water to run in the bathtub. Luckly, there was a separate shower. At check out the staff gave us a perfuntory "thank you" when we told them of our dissatisfaction. The food was poor to mediocre.
November 4, 2011
Rated 1 out of 5 by car222 Worst Starwood property!
This is the worst Starwood property. It is not the actual hotel, which has a pleasant comfortable facade and beds. It's the people. This is a long ugly story. Management (a woman named Deborah) bumped us on my sister's birthday weekend. We had prepaid reservations. We are platinum members. Yet when we tried to sign in we were told there were no more rooms at 6 p.m. and as the last guests to arrive for the day Deborah, the manager, informed us we had reservations at another Starwood property (of lesser quality).
We were upset, a very natural response. We had been to the other property and were not interested in staying there. We did not understand why we did not have a room, especially when the concierge called to confirm our reservations and also given that as platinum members we are NOT supposed to get bumped. At the minimum she could have called us to inform us of the room problem so that we could have checked in earlier (we were in the neighborhood shopping and decided to check in late, assuming our room would be waiting for us). Deborah's response to our upset was to give back attitude, get defensive and to inform us there was nothing she could do, that this was a problem "all hotels faced." She also claimed she was not going to upset other guests by calling them to alert them of the room problem in advance. Really? She knew of the problem hours in advance and just waited for the poor suckers who showed up last to bump them - namely us. She didn't bother to offer other guests an alternative solution, the way airlines do. She didn't bother to offer rooms at a better resort to anyone willing to check in to a different resort. No. She just decided to bump the platinum members and inform us at the last minute. This is how my sister's birthday weekend started.
Then just when we were about to leave the property, Deborah came out to inform us there was a guest who wanted out of his reservation because the indoor pool was supposed to be closed the following day. She apologized and asked us to accept the room. So we took the room only to later find out the guest really left because it was the worst room in the entire resort. It was the first room off the lobby --you could hear EVERYTHING going on. The resort was full of guests and for some reason tons of kids. There was no way we, or anyone, could get any rest. We also found out the pool was not due to shut down until 4 p.m. the following day, not bright and early as we were led to believe. This was Deborah's way of making things up to us - - adding lies and a bad room to an already bad situation.
Add to this the fact the staff was either unorganized or short staffed. They had over 2 hours to get the bags to our room while we had dinner, but failed to do so. We called down to get our bags when we finally got to the room - we had plans to go out. They had an unbelievably rude woman at the front desk who answered our call twice, hung up on me once and then put my sister on hold forever the 2nd time. She did not follow up with the luggage issue. Forty five minutes after the initial call, my sister went outside, found our car and got our bags.
When I confronted the girl at the front desk about her rudeness, she gave me more attitude, more than I have ever had at any hotel - ever. The experience was so bad we called the manager Deborah again. When we told her we needed to leave the hotel that night, she apologized but claimed she would take care of it by talking to her people and making sure that nothing else would go wrong over the weekend - - her solution was to let everyone in the hotel know how bad our experience was so far so that no one else stepped on our toes. Great.
We were so upset we chose to leave. After waiting 20 minutes for a porter who never showed up, we hauled our own bags to the car and left. On the drive home, I noticed my phone charger was missing (I had placed int he middle console when I got to the hotel) - - it had to have been stolen while parked at the hotel. When I informed Deborah, her response was nothing like that had ever happened to the hotel and gave me the information to the valet service to make a claim. What a wonderful response - hospitality at its best. By the time we got home it was 1 a.m. That is how my sister started her birthday celebration. Thanks Parker. We will never stay there again. We discourage anyone else from staying there.
August 20, 2012
Rated 3 out of 5 by SeaGuy2011 Not a good Starwood Experience
Not what you would expect from Starwood. Minimal Upgrades, No complimentary coffee. No late checkout (even Platinum members). $30 "resort" fee per night is not really known in advance.
December 11, 2011
Rated 3 out of 5 by crazy4travel Great hotel, but not for everyone.
This is a very very unique hotel, but it's not for everyone. I wouldn't suggest it for kids, I wouldn't expect it for those who need anticipatory service, but I highly recommend it for those who like to be left alone, stay in unique surroundings and appreciate great architecture and less formal service or can put up with sometimes sloppy service.
The Spa is one of the best in California.
Be sure to walk the grounds and enjoy the outdoor fireplace. It's a beautiful setting.
I caution SPG elite members that this is also a popular hotel, so upgrades and late check-out can be very limited.
October 21, 2011
Rated 1 out of 5 by ww112 Advise a room away from the Bar
Party at the Fire pit bar went until 2:00 am on one night ....Next night same at the loby bar ..
Don't believe they have rooms in the main building that escapes the noise.
Except for the lack of sleep - all else fine.
October 21, 2011
Rated 2 out of 5 by TJM27 DISAPPOINTED
I booked the Parker based on its Palm Springs Location. I am a Starwood platinum member and attempted to use my suite nights award to get an upgraded room. I didn't match to a suite as there were supposedly none available. When I checked in however and asked about suites the desk agent looked at the computer and said she needed to talk to her manager she then disappeared (was gone 10 minutes) and came back to say sorry there were no upgrad rooms available. I found out during my stay that at least a couple of the on property villas were available. I wasn't given one of these for reasons I am not aware of but suspect this was what the conversation was about between the desk agent and manager. It is important to note that In fact I received no recognition of my platinum status throughout my stay and had to remind the front desk agent that I was entitled to an amenity on check in. The service throughout the hotel was TERRIBLE, the wait staff both at Norma's restaurant and the pool were so poorly mannered and ignorant it almost seemed to be a skit from saturday night live. At breakfast our first morning we noticed that all the tables that had been seated after us were eating and we had yet to receive our food. We inquired with the bus boy as we hadn't seen our waiter in about 30 minutes. 15 minutes later It turned out the waiter never put our order in. He came to the table and explained this to us and that the entire meal would be complimentary and so 90 minutes after being seated we finally got ur breakfast but were content as we thought it an isolated mistake and that compensation had been given us via the free meal. That is until the time when the waiter brought the check to our table and mumbled that he was very sorry about the mistake he made and that he was "comping" our beverages on the house and then mumbled that we would be responsible for everything else, (an orange juice and a tea for free) meanwhile we are being charged for the meal he had already said was complimentary. He disappeared immediately before we could catch him and inquire what had happened to our free meal and had to find the manager who finally ended up forgiving the whole meal charge. Later that day by the pool the waitress asked if we wanted anything, we asked her to come back in 10 minutes so we could look at the poolside menu, we never saw her again. I could share about 4 other interactions with waitpersons but in each the story was similar. These two interactions typified the service we received. For instance, on day two I returned to my room at 5pm to find it had not been made up, I had to call. Neither my colleague nor I were told about the complimentary morning coffee and only found out on the last day of our stay this despite the fact that my traveling companion actually went down to the front desk on the first morning and asked where she could get morning coffee. In essence this is a 4 star property with 1 star service.
June 4, 2012
Rated 1 out of 5 by chandler NO ROOM ON ARRIVAL
I guarenteed a two night stay at The Parker for a wedding that i was attending. The monday before my Friday arrival I telephoned the reservation desk and informed them that although I was paying for Friday night I was not able to arrive until saturday night. I stated that i understood that i would be paying for Friday and Saturday.
Upon my arrival on Saturday I was told that the hotel had 3 rooms with plumbing problems and that they had to relocate those three rooms and consequently they had NO ROOM FOR me and my husband. I attended the wedding and was forced to drive home at midnight and arrived home at 3:00 am. There was no apology or appreciation for my situation. Actually they informed me that night that they would still be charging me for my first night and the only help that they offered was to find me a hotel room elsewhere (where I didnot want to stay) at a cost to me.
May 5, 2012
Rated 2 out of 5 by PNSydney Worst Value Hotel In My Starwood Experience
This hotel was charging all up US$450 per night excluding breakfast (incl. wireless internet) for a "Deluxe King Room". Beware that in addition to the room charge there is a $30 "resort charge" and about 300% on charges. Given the prices in the restaurant for breakfast it comes to a total overnight charge for around $500 for a socalled "Deluxe Room".
The whole resort is a somewhat renovated eighties or nineties two storey motel like complex, which was built as a 3 star motel and quitevery cheaply. That is pretty much visible everywhere.
Facilities are substandard.
Service is very average to below average.
Room comfort for the price and a "Starwood" Deluxe category is well below expectations:
1. Bathroom is substandard - small, shower over bath, marble look plastic amenities top;
2. window frames crappy and old
3. airconditioning very loud
4. furniture cheap looking IKEA quality
5. Old TV, no flat screen
Deluxe room at the rate we paid had no views, looking straight into a bush which was less than 1 metre from window and darkened the room considerably.
I am SPG Gold. This experience would be a good reason to stop supporting Starwood. It is a scandal.
December 27, 2011