Rated 2 out of 5 by BusinessTraveler35 Nickel and Diming
This hotel is tired and in need of a facelift. There was a strong smell of sewer gas outside our room that was never resolved. And worst of all, I did not receive the card for my breakfast platinum amenity, so I charged the breakfast buffet to my room only to learn at checkout that the breakfast buffet was not fully covered by the platinum amenity so I had to come out of pocket. I have stayed in Starwood hotels all over the world and the breakfast buffet is ALWAYS covered by the platinum amenity (and is typically a much higher quality buffet). I was given a credit at check-out when I complained about this, but it still did not cover the cost of the breakfast. Management may want to consider the wisdom of nickel and diming its platinum guests.
January 7, 2015
Rated 2 out of 5 by Cindy33 Resort is AWESOME. Customer service is BAD!
The resort was beautiful. They had games for the kids at the pool and they loved the slide. The few complaints I have is that the customer service was horrible. The cell reception is bad so I had to get incoming calls into the room however the front desk never answered. My family had to call the front desk more than 7 times before they answered to get the call transferred into the room. I also had ordered extra towels the next day and they never arrived. When I called the front desk to advise them that they never came they didn’t apologize then sent me floor mats instead, when I called once more to advise them of their mistake and that I still needed towels I again didn’t get a apology instead I got a girl that seemed annoyed. I loved the resort itself but the customer service was horrible.
July 1, 2012
Rated 1 out of 5 by johnee99 Poor Treatment By Staff
I stay at Starwood properties all over the world and usually have wonderful experience--with the exception of this property. I have stayed here a few times with the family on trips to Palm Springs and finally after my last (and final) stay, I felt like I needed to share my thoughts. As a Starwood Platinum and Lifetime Gold member, I get guaranteed late checkout. When I inquired at the front desk to confirm, they curtly told me it did not apply to this resort. I asked if there was anything that could be done, and then the proceeded to read me the text on the keyholder sleeve that absolved them of any responsibility in the matter. I t was all about deniability, not about my needs or how I could be otherwise accommodated (with 2 kids!). This staff has treated me and my family similarly on previous visits.
Then, after I let them know how ridiculous this way, our keys mysteriously stopped working in our door, and even after schlepping to the front desk to get them re-magnetized, we had to wait 30 minutes for security to come in and let us in the room. Coincidence? I don't think so.
The checkin staff are not nice and when I complained about my experience checking out, there was no attempt and trying to help me. As a result, I will not be going here again or reccommending to any of my friends.
April 6, 2012
Rated 3 out of 5 by dhw1 Business services
I was significantly disappointed by the service of some of the front desk staff. On both Thursday and Friday of my stay I had express mail packages which I needed to send out. The staff was eventually able to find me an express envelope each day, and then promised me that the package would get picked up that afternoon. On Monday when we found that neither package had arrived we called the hotel and eventually the staff member stated that he would most likely send it out that day.
February 3, 2015
Rated 1 out of 5 by DavidWaterloo Extremely Poor Service
I arrived at 3pm.
There was only one valet person, and he was overwhelmed and not particularly friendly. It was unorganized and confusing in the front park lot.
The check-in was for 3pm. When I arrived there was approximately 14 people in line ahead of me. There was no special line being utilized for gold and preferred customers.
After standing in line for 40 mins at 3:40 I was told our room is not ready. She was not particularly friendly and again overwhelmed as most of the front staff seemed to be. Reception said they would take my phone number and call me when the room was ready.
She said I had a welcome gift and told me to bring a card to the concierge. I figured they were trying to make up for not having a room ready. Only to find out that it was a gimmicky, to try to have me set in on a time share presentation. Very ignominious Starwoods!
I asked for a ball park whether it would be closer to 10 mins or an hour or a half, so I could decide whether to go and come back. She wouldn't give me any ballpark.
We waited in the lobby for 20 mins and were phoned and told the room is ready and come get the key.
At this point there was now about 20 people in line, I actually took a picture. I asked one of the concierges what I could do to just get the key, she acted like I was bothering her and told me that I needed to wait in line again.
After standing in line for another 40 mins I got my key, and explained that is not a great process to reception, and they really did not seem to care.
Finally, an hour and forty minutes after arriving at the hotel I got my room key. When I was promised I would have a room ready at 3 on my confirmation of room email.
After reading some other reviews and seeing the lack of employee morel and understaffing it is pretty clear this hotel has management issues. I am perplexed why Starwoods is not taking action.
Many of my good friends own their companies and they and their employees travel a lot as well, and Starwood properties and their decline in service has been a topic in recent conversations. We have all been venturing to different hotel chains for us and employees and have been pleasantly surprised on the superior customer service.
Starwoods you need to get your act together quickly.
January 1, 2015
Rated 2 out of 5 by TennisFan Disappointing for a Westin
My wife and I had been looking forward to a weekend at the Westin Mission Hills, but we were sad to discover that the resort is well past its prime.
The property itself was nice but heavily worn, especially the room – loose electrical sockets, leaky fixtures, wear and tear. The only part that really bothered us was the ancient mattress – that bed was not even close to heavenly, more like purgatory.
Our biggest disappointment was the service – front desk staff seemed poorly trained and were surprisingly unhelpful at check-in, check-out, and several times in between. Lots of long waits either in line or on hold. The restaurant was also chronically understaffed, with a typical resort offering of mediocre food at high prices.
March 23, 2013
Rated 2 out of 5 by Diddler Let Down
I am an SPG member and travel often for business - I was here attending a conference for 5 nights and was overall disappointed. My comments would include the rooms were not overly clean especially the bathrooms, the rooms are definitely outdated for a westin property. But the most disappointing was the staff, at the pool bar, breakfast restaurant were consistently rude. I have just booked a trip to Montreal again on business and generally stay at Le Wesin but as a result of this visit am staying elsewhere to try another chain. Lots to work on
May 4, 2012
Rated 2 out of 5 by KPAZ Dated executive suites
We stayed at this facility when we attended the nearby Indian Wells Tennis Tournament. The grounds look very nice but the rooms were quite dated in appearance - ca 1970s.
We stayed in a 900 SF suite: the ceiling was very low, master shower tiny with no headroom, a cockroach came out of one the sink drains! THere is a loud water tank adjacent to the master bedroom which periodically wakes you up during the night as it either fills or emptys. The HVAC is quite loud.
The kids pool is nice and heated; our kids did enjoy the pool and slide.
We have a Westin vacation ownership and use Westin almost exclusively but this one is not up to par. Too bad.
March 11, 2013
Rated 2 out of 5 by nkhoward What a fiasco!!!!!
I am so disappointed on my vacation stay at Westin. There were two couples in the dining room and we had to wait 45 minutes for them to move two tables together for us to be seated. One of our party left in frustration. It took so long just to get pre dinner drinks we decided to not even eat. Then they didn't clean our room. Then when I got home after I had paid my charges they charged me over $1100 extra for who knows what. I called immediately and told them the mistake and they said they would fix it. Instead they took $50 off and charged me another $605.00. Im sitting here waiting to hear what they will do next to me. Signed Very unsatisfied.
November 5, 2012
Rated 1 out of 5 by pwright Unpleasant stay
After readying other reviews I realize that I am not alone in finding this hotel to be below par. Other comments made by visitors had to do with slow service in the restaurant, lack of attention to needs of the customers by the staff. There was a Westin concierge that was friendly and tried to be helpful but in general it seemed to me that no one was very accommodating. We have stayed at Westins all over the world and this was one of two that we would never visit again.
I had used points to upgrade myself instead of taking a chance that I might not able get a suite during that busy time of year. As a platinum member, this should get us at least an upgrade to a good view~I was told that I was "already upgraded"~ which was NOT done by the hotel. We were checked into a suite but it was tucked away on the outer edge of the property, on the bottom floor with a view of the parking lot. We had access to nothing without the use of a shuttle or a car. We could have walked but it was pouring down rain.The shuttles, by the way, are slow because everyone who is close to the facilities is picked up first.
The final disappointment was discovering that our room was fly infested. This came on gradually but by the time we left(2 days later), the outside of the sliding door was covered with flys. UGH! The patio was pretty much a disappointment anyway since we felt we were in the middle of the parking lot.
After being assured of updated rooms, friendly staff,fumigating and especially treating platinum members as assets and not as getting "things by using points"~~we paid dearly for those points, and still are~~,I would still be hard pressed to return.
All I can say is, read the reviews before planning a stay here.
March 26, 2012
Rated 4 out of 5 by DelToro2434 Pool Employee INCREDIBLY RUDE
Benedict should not be in the service industry.
Definitely a chip on her shoulder and has power issues.
She made a HUGE deal of us listening to music by the pool and skipped right over asking us to turn it off to ordering security.
Perhaps she stereotyped me, because of the tattoos, to be some dangerous pool crasher instead of a business owner who stays at Starwood properties 2-3 a month and loves the timeshare we just bought.
What was worse is that some of her co-workers later told me that she is like that to so many people that it makes them look bad,,,,,,
Still LOVE Westin and will be returning; hopefully we can plan it around Benedict's time off.
June 10, 2013
Rated 5 out of 5 by Maria825 All around great experience!
My sister and I recently stayed at The Westin Mission Hills over 4th of July weekend for a relaxing trip (and our first time to Palm Springs). The resort exceeded our expectations. All staff were fantastic from concierge to bartenders to pool side staff! Walking to our room at any time at least 2 different shuttles stopped to see if we wanted a ride. The wait staff at the pool were friendly and remembered us each day. Daniel and the rest of the bartenders at the Fireside Lounge were awesome, friendly, and gave us great recommendations for the area. Not to mention, the property was beautiful. Would definitely come back and recommend to anyone visiting Palm Springs!
July 7, 2014
Rated 1 out of 5 by Frequent27 Horrible Experience, Worst SPG Property I stayed...
5 night stay, still on the property, can't wait to leave. Received an email prior to arrival that, while Platinum, expect no upgrades due to occupancy, followed by there may not be enough parking! WHAT? So, I suppose I'll leave the car at the strip mall up the road and walk back?
Got to property. Shower didn't work properly. Thermostat didn't work properly. Shower was improved slightly, but not fixed. Thermostat had room at whatever temp it wanted. Day 2, no maid service, therefore no replacement coffee. After workout, go to the Market, supposedly open for business at 6 AM. At 6.25, still fumbling around putting bagels, etc., in cases. Took them 10 minutes to serve first customer (I was #2, simply wanting a coffee as I had none in room thanks to epic fail by maid service). Finally, after getting person his food, there was an issue putting the receipt paper roll into the register. After standing there for 10 minutes or more, simply wanting a medium coffee, I had had it and left. I'm sorry, but if you open at 6 AM, shouldn't you be ready for customers???
The prior night, ate on the patio. My wife ordered lobster mac and cheese. First order fine. I liked it, so ordered one for myself. Portion was 1/2-2/3 size of hers. We looked at it and simply shook our heads. She had ordered a cocktail called Daily Dose. It was fine. Ordered another, she said it was an entirely different drink.
Not sure what is going on at this hotel, but dated rooms, plumbing issue, heat/cool issue, maid issue, service issue, food/beverage issue ... on every level, not good.
Have two more nights here, unfortunately.
April 5, 2013
Rated 1 out of 5 by Kim217 No star, if I could
I have stayed at many SPG properties, this is the first time I ever been so disappointed. I regret on choosing this property for rewarded vacation for my family and would give NO Star, if I could.
Below is not all, but some of major Issues I had during my stay over last Christmas holiday in Westin Mission Hills property.
1. Check-In: Took us about half an hour to do simple, standard check.
Front desk assigned us a room three times then repeatedly says, “Sorry, room is actually NOT READY and it’s still being clean.�� On fourth time, she called housekeeping to ask if room was ready and she was on hold for quiet few minutes. If I was doing early check in, I understand. However, I did check in around 3:30PM which is resort standard. After long flight and drive, all of us were too tired to tolerate this situation.
2. Room Assignment: Not to mention, I was clearly pregnant (6months at the time), my family had two golf bags and few luggages. Since we knew there was no elevator on the property, I asked to be on the first floor. After being re-assigned four times, because of above ‘we thought the room was ready but it is not,’ we ended up on the 2nd floor. Three days of golf trip ended up carrying bags up and down which was very inconvenience.
3. Cleanness of room: Bed sheet had a stain; coffee machine was filled with used coffee and water. Toilet paper was cut loosely, made me wonder if they ever change the bed sheet or just tucked in old one.
4. House keeping: First day on round of golf, when we came back to room almost at 3PM, room was not made.
I called Housekeeping and they said the standard time to clean a room is until 5PM. How could it be?
I NEVER had these issues at any hotel or resort I ever stayed.
5. Customer Service: Since we share a room among three of us, which Westin property do charge extra for, I asked for extra soup on the way out for the dinner. Of course when we came back after two hours, it was still not in the room. I had to call again, took about 45min to receive a soap.
In comparison to similar type of Westin property such as Westin Golf & Spa resort in Scottsdale which I stayed just few months prior, this property is not even close to meet half of their customer service and room standard.
It’s a shame for such a beautiful property.
If my family ever go back to play golf in Mission Hill, which is excellent course, we will probably stay in different property. I will not recommend this property to family and friends.
January 21, 2014
Rated 4 out of 5 by SPGSS Beautiful Property but front desk doesn't answer phone
As a Gold member we were upgraded to a beautiful room with a patio and view of the pool. The grounds were gorgeous. The pools were warm in the winter. They have a playground and free shuffleboard, bocce ball, and putting.
I must have attempted to call the front desk at least 10 times and they maybe answered 2 or 3 times (had internet issues and wanted late checkout).
I tried to get 4pm late checkout as a Gold member but was told the hotel was completely booked and so they could only give me 2pm.
February 23, 2012
Rated 1 out of 5 by NotWorthTheMoney Disappointing
Pre-paid for a king room, checked in at 7PM in the evening and was told we only had a queen available and that our room wasn't ready. They suggested we go for dinner and they would call us when it was ready. It was 7pm in the evening!! When she went to check on something I then heard the other lady tell another guest "looks like I have the last King room available for you" When my lady came back I asked her why the other couple was given a room and we were still standing here. She said she had no room showing on her system for me. When I gave her a look of 'give me a break' all of a sudden a King room was available and ready for us to check in immediately.
- got to the room, the remote on the tv didn't work (my husband was dying to watch the playoff highlights) the bedside light was out and the carpet in front of the bathroom was soaking
- engineering showed up and fixed the remote and put a bath mat over the wet spot...charming.
- went to have a shower the next morning and the tub filled up to my husbands ankles. Makes me wonder how they clean those tubs as this wasn't just a bad drain it was fully clogged.
- the pool closest to us was "closed for a private function" the entire time we were there. Yet every time we walked by this pool it was practically empty. This meant EVERYONE was at the main pool. For some reason the resort also allowed kids to have water guns with a fully crowded pool. In the week we were there we saw numerous people get angry including a old couple who were squirted with water. Now...I love kids, I am 4 months pregnant and feel they need to have a space to have fun. Give them a kids pool to go nuts in.... maybe the one you reserved for the "private function" or hold off on the water guns when the place is packed.
Overall it was a huge disappointment. I usually always stay at Westins but my last 2 experiences have been awful. This was the icing on the cake.
April 19, 2014
Rated 1 out of 5 by Wpbracco Disappointing Stay.
There was mold under the soapdish in the bathtub. Lights over the beds were not working upon check in. No desk chairs, on ly easy chairs in the room. Not enough electrical outlets near the desk or bed to accomodate electronics needs. No facecloths in the bathroom and very few towels. Stayed here many times in the past, but this stay was unacceptable.
December 18, 2013
Rated 1 out of 5 by AgentMoby Unacceptable Service.
Most disappointing Westin I have been too. But first let me say that I have read the 5 and 4 star reviews here and I agree that this place probably provides great experiences at some point but In my opinion, in order to truly be a 5 Star Resort you need to be 5 Stars all the time.
We pulled up to the valet and found it abandoned - it was like a ghost town. We figured someone would show up eventually and so we unpacked the car...after 5 minutes I decided to go and let them know and check-in. I was offered apologies and they sent someone out.
The nice girl at the front desk did provide complimentary champagne and chocolate strawberries for our anniversary. I figured at this point that I could let the ghost town valet first impression go.
When we returned to the Valet, they didn't offer to valet our car and take us to our room - he just asked if I wanted directions? I thought it was odd but we again settled and drove to the room.
And then we got lost because the nice girl at the front gave us terrible directions! Why would we want to park in a lot that has a pool between our car and our room? Long walk with luggage? 100 degrees? No?
Room was on the golf course and as expected for Westin. Good sized too with a love seat, coffee table and reading area.
We became optimistic again and decided to eat at Pinzimini, the hotel's italian restaurant.
I like the menu - plenty of new things to try. My wife had a salad and I had the Prix Fixe with Bruschetta, a lovely pizza with a sunny side egg and prosciutto! And then topped of with tira misu. Service was good but I did notice it was slow and the servers would congregate in a group in the middle of the restaurant and I thought it unprofessional and tacky. Food was good and our server was great but I don't get the idea that anyone takes there job seriously here so far.
I golf the next morning and you have to play here! I will write a separate review on the course in detail but I enjoyed it - definitely the highlight of my stay.
After I golfed my wife and I retreated to the Pool for the day and ordered some food and drinks. My wife modified her order slightly and the server wrote down and said no problem - yah right. It was exactly like the menu and as if the chef couldn't read. So I ate my meal and my wife watched until our server had it fixed.
The first time someone here went out of their way to course correct here was Ryan our server. He offered a free drink for the inconvenience and was especially attentive and thankful for our patience. Great job Ryan - we appreciated your hard work.
Now the prices are crazy at the pool and not Ryan's fault - we spent like $100!!! For two entrees a few cocktails and a bucket of beer...
We woke up the next morning after a great night at El Paseo and walked for coffee at the market they have on site - cool little place with reasonable prices. Upon returning, our room keys didn't work so we walked back to the front desk- mildly irritated. The girl working the desk was oblivious and unapologetic for our inconvenience and got us new keys.
We got back to the room and STILL the keys didn't work...so I called from my cellphone and let the front desk know. They said they would send someone right away (that means 20 minutes and two phone calls BTW). My second phone call at the 12 minute mark was not so nice but the girl on the other end was not either as all she had to say was "i have ready sent someone sir".
Security shows up with their master key - assuming that we are incompetent and doesn't bring any equipment. He also asked us if we left the slider unlocked - further proof he thinks we are stupid. We would have opened the door ourselves Einstein...
So the battery was dead on our door lock and I have received no call from anyone who gives a damn if we are upset or not after we made it clear we weren't.
You should be ashamed Westin Mission Hills. I spent nearly a thousand dollars here and I got a motel quality experience.
So glad we are leaving - keep your 3 pm check out and get me outta' here
September 15, 2013
Rated 5 out of 5 by Milka Beyond my expectation.
I attended a conference and needed the hotel just for one night. I only wish I had more time to enjoy this wonderful place and bring my kids along. The rooms are great, spacious and the grounds are spectacular.
February 28, 2015
Rated 2 out of 5 by MarkG57 September get-a-way
Perhaps our expectations were set too high, however our first visit - 4 days/3 nights - was sub-par. Many of the resorts' amenities - slide pool, golf course, etc. - were shut down for repairs or renovation and this information was not disclosed to us prior to arrival!
The food in the grill (off the main lobby) was mediocre and the service was VERY slow. With only 2 tables occupied during one lunch and one evening meal, we expected better service. Especially given that each table had its own server.
The first guest room we checked into had problems. The air conditioning did not work properly and the shower was also kaput! After making a request to be moved to another room, the room we were given was satisfactory.
Lastly, poolside service was virtually non-existent! During our Sunday to Wednesday stay, at most there were 3 or 4 families sitting at the main pool. The pool itself was not well maintained and the music was poor.
All in all, it was nice to get-a-way but next time we visit the desert (from northern CA), our choice of resorts will most certainly be somewhere other than the Westin Mission Hills.
September 22, 2012
Rated 1 out of 5 by Bill47 Most Unsatisfactory Stay in a Starwood Property
Property poorly constructed - no sound proofing between floors; guest above my room very heavy footed; toilet required two flushes. One toilet in Women's restroom of pool area had no handle to flush.
Slow staff response - left voice mail Friday afternoon for golf lesson, received return call just prior to leaving on Sunday.
Late checkout - sign in lobby indicated a Westin Weekends comp late checkout on Sunday; when I requested a 1 hr delay to 1:00 pm was told it would not be possible; was only granted the late checkout when I spoke with a supervisor.
I have never before received such poor customer service in a Starwood property and have been a SPG for many years.
April 8, 2013
Rated 4 out of 5 by Diana1 Just about perfect!
Stayed 4 nights. The grounds were beautiful, as was the weather. Room comfortable , clean and well appointed. Location on the ground floor was wonderful until the last nights stay. Unfortunately the floor about us had small children that ran back and forth causing thumping so loud it was difficult to get to sleep. Didn't complain as it was our last night and they were very small children thus difficult to control, thumping started at 5:30 am....returned again in the evening, making even watching TV difficult. Up til this last night, all perfect...would have received 5 stars. Hotel staff needs to be alert to room placement for families. Probably best on ground floor or in a building dedicated to families.
February 15, 2015
Rated 1 out of 5 by angry77 not happy
I lost my necklace after taking a facial with
mindy it was a very costly and sentimental
piece a sapphire and diamond seahorse
I asked to see mindy who did my facial
but they said I could not go into the room to
look or see her. They said she was with
another client I went back and then they
said she was at lunch. She never came
out or called to say she was sorry
she insisted I take it off when I told her
I never do that and she put it back on me
obviously not too carefully because when
went back to my room and looked in the
mirror it was gone I went and searched
with others and told the lost and found
and the front desk. In addition there
was a cockaroach in the waiting room
of the spa and the phone in our room
never worked despite numerous calls
to them on my cell about ti not working.
I will never stay there again. Maxine Landis
December 30, 2013
Rated 2 out of 5 by HB2015 2 Hotels in One?
1. Don't offer early check in on days that the hotel is fully booked and the request is a joke. When we arrived we were informed that the party in our room, was still in the room, even at 3 pm, when check out is at 12. We waited 3 hours because for some reason their late check out was more important than our early check in. The front desk explained that they were knocking on the door to get him out. Really? So much wrong with the problem solving and customer service. We asked for a different room, an upgrade, to be split into two rooms, which I know were available as others were receiving room keys, anything so we could begin to enjoy our weekend. At 3 1/2 hours we were finally comped $25 and then stuck in the worst view suite possible over looking the parking lot. The next day we requested a better room and were moved to 2 great pool view rooms, however the move didn't take place until 4 pm. My suggestion is to review and retrain front desk staff to approach problems in a professional manner and discover why it is taking housekeeping so long to process rooms. Also, one of the final rooms we were in had what appeared to be duck stains on the carpet.
2. The facilities, pool & lounge area are great. The staff at the Fireside Lounge and the Cafe were also great.
January 5, 2015
Rated 2 out of 5 by thinkerdog Disappointed with our weekend
We looked for a relaxing weekend location in Palm Desert, to be close to family for Mother's Day. As SPG Platinum members, we chose the Westin, which promised plenty of room for us to run, a pool, and good dining choices. Wasn't what we expected. The Mother's Day crowd completely overwhelmed this resort - they weren't prepared for it, and it showed. When we reserved the room, we had options for Resort view, Golf Course view, or Pool view. We chose, mistakenly, the Pool view after viewing the pictures of the sprawling pool with pretty landscaping. Upon arrival, we learned we were in a second floor (no elevators for luggage), off-the parking lot room overlooking not the primary pool, but a very small suburban backyard-looking "adult pool" away from everything else. The room was OK, if a bit outdated, and the bathroom was particularly dull. Disappointing start to the weekend, as other rooms, including the golf course view, were available at lower rates, and would have been much better. The property itself is vast and the grounds well-maintained, offering good running or walking options in the early morning or late evening (too hot in the middle of the day). The exercise facility is great, but made completely unavailable by the number of people in the facility, and those waiting to squeeze in an exercise session. Same story for the room service, pools, and other guest services. All of the chairs and cabanas at the main pool were completely full by 10am, and by noon when we wanted to be at the pool, the water was absolutely teeming with children - looked like a wading pool - not a place we wanted to be. The "adult pool" we found was a small, square pool, with chairs around - but with no poolside service. For service, we were asked to use the house phone to call and order room service. At 102 degrees, this was not the resort experience we were expecting - but it was the only option. We tried, and were shocked when repeated calls to the Guest Services line (the single line for anything from Room Service to the Concierge to the Car Valet) went unanswered, or just rang and rang. This happened from the pool, as well as our room, when we tried to order a meal after the restaurants closed at 10pm. When we did finally get through, we had a meal delivered, and the guy who brought the meal said they were very understaffed, and that he had taken the call, prepared the meal, and delivered it to us. Happened time and again - including at checkout, when we could not get through to get a bellman to help with luggage - ended up having to lug it all down the flight of stairs and out to the parking lot ourselves in the heat. In all - a disappointing experience from a place we really wanted to enjoy. We love the brand, and really liked the look of the place - but the experience fell fall short of our expectations.
May 16, 2012
Rated 1 out of 5 by MeganJTravelsot So noisy and disappointing
Hdousekeeping uses walkie talkies to communicate on full volume so you hear "I forgot coffe cups in room 1425" at 8 am and the kids wake up crying after a late night that took us to the desert in the first place. If they try to book you in building #14 don't take the room. It is where they have the laundry for housekeeping. As a result, you are surrounded by housekeeping carts, bags of dirty laundry and trash and a lot of noise. It was horrible. We had ants in our bathroom and had to walk forever to the pool with the water slide. It was a huge disappointment and not at all worthy of the Westin name.
December 29, 2012
Rated 2 out of 5 by BizTraveller23 Not to the standards I have grown to expect
I have stayed in more than a dozen Westin properties over the last year and been pleased by each and every one until this hotel. This one was not a good experience. Our rooms were not only poorly cleaned each day, we didn't even get towels two days in a row, let alone clean glasses, new coffee, bath mats, etc. In addition, the on-premises restaurant is just bad. I am highly tolerant of mediocre food (as I am on the road 60% of the time) but PIzzamini was bland, over priced and full of servers that were rude and slow. I never complain but just had to at this hotel; it does not meet Westin standards.
January 6, 2014
Rated 1 out of 5 by zwelch insect infected
Bathroom and dressing room full of ants. When walking in bedroom floor without slippers there were ants crawling on our feet. Disgusting.
Called front dstk they sent someone out to spray. We were gone at the time, came back and within a few hours the ants were crawling in bathtub and on the walls. By next morning we could not shower due to ants all over bath mat and floor.
NOT worth 10,000 starpoints points
December 14, 2012
Rated 1 out of 5 by dhs1953 Not a recommended propertry
I booked a group with 30+ rooms. Almost everyone had to wait for their room to be ready to check-in. The service was terrible and the meeting planning left a lot to be desired. The events did come off better than expected based on the service we had received in the bar and restaurant.
I somewhat expected an upgrade as a Platinum member but I was mistaken. I was told, "Not at that room rate".
January 7, 2014
Rated 2 out of 5 by Disappointed Very Disappointed
We stayed for our 10 year anniversary. Our family made special arrangements to pay for our room and asked that we be notified along with chocolate covered strawberries delivered to our room. We were never notified that the room had been paid for, we were told that it was charged to our credit card. We also never received the strawberries. The property also seemed to need a lot of repairs.
February 26, 2013