Rated 2 out of 5 by caligirl111 The hotel needs improvement
The hotel was a little dated .it needs an upgrade
not quite a Westin standard
January 8, 2015
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 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 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 5 out of 5 by nikm meeeeh
As an almost lifetime platinum road warrior, I used this visit as my family bribe. We visit this property about once a year and this is the first time we stayed on the hotel side instead of on the villa side. We got platinum upgraded to the presidential suite – which is a three room configuration with middle room serving as a living room and both sleeping rooms being lock-off capable – we got the one sleeping room with king size bed overlooking the green and the living room space.
we stayed during the 2014 xmas and it was reasonably full. They get super busy during the post-xmas weekend and through new year. staff service was unexpectedly pleasant and responsive - unlike our previous stays. the room we stayed in looked very nice – fresh and up to date. beds and bedding were ok. Bathroom was pretty good. we had ants by the bar area once we left an unopened cookie box overnight - so our bad. private patio was behind the concrete blocks with holes that gave combination of quiet privacy and views of the greens. second patio was wide open and overlooking the green which gave the room a superb greens/mountains/skies view composition in the morning. we took breakfast buffet that was outrageously expensive ($25/person) but pretty good - if it wasn't for the platinum breakfast offset ($38 off the bill) we wouldn't have eaten here. The service during breakfast was outstanding – we had special kid requests that were met quickly and efficiently. we prickled the front desk with calls - for refill of complementary water in the room, additional shower material (caps, gel, towels), additional wine glasses, utensils, napkins, etc. and all of our requests were serviced reasonably quickly, without charge, and with a follow-up call to make sure we had a good experience during service. Resort fee is outrageous and has been a torn in my eye for years – starwood needs to either dump it for platinum member and/or wave it for points based reservations. Internet is decent speed during high occupancy, usable for voip if you are stationary but unusable while you are walking around the property. There are couple of wifi dead spots too. GSM cell service (i.e. t-mobile) is unusable. Kids club was good – afternoon story time reading, xmas night movie screening special with popcorn, pleasant and accommodating kid entertainment staff, healthy kid lunch options, kid activities on the lawn in front of kids club – badminton, horseshoes, and they had balloon water walking on the day of our departure – which our kid loves and has been waiting to do again for quite a long time.
One torn in our eye was related to our experience for the kids balloon water walking. The sequence of events was complicated but needless to say that concierge and front desk personnel were not knowledgeable about kids club activities. Event staff recognized our fuming frustration and offered to comp the ride, which more than made it up – and then they were really attentive to the kids. Can’t ask for more.
concierge was kind enough to point us towards couple of places that turned out pretty good: we ended up drinking good coffee at local outfit called koffi, took a nice morning stroll down the local version of Rodeo Drive (El Paseo), walked up and down the Andreas Canyon that is amazing in the winter. Be aware that concierge desk will pitch you “10000 points for 90 minutes of timeshare pitch” – we’ve done this one during one of our previous visits, it was more like 3 hours. Also visit to their desk gives you a 10% off coupon you can use for your restaurant bill.
December 27, 2014
Rated 4 out of 5 by Dean800 Ant problem
Everything in hotel and conference center was extremely pleasant.HOWEVER--I had a terrible "ant" problem and altho housekeeping sprayed several times I think they needed to do something more drastic. Room change was not possible
December 20, 2014
Rated 2 out of 5 by Magnus63 Not a great value
Grounds and facilities are nicely kept and meet the brand standard. Rooms are somewhat dated, strangely laid out in our case (our refrigerator had a chair unusably close to it). Décor was not in line with either what we expect from a Westin nor was it appropriate for the rate we paid. Pictures on the internet do not well represent what you are getting for the dollar.
November 29, 2014
Rated 5 out of 5 by alpha01 Top-notch experience at beautiful resort
Gorgeous grounds, plenty of recreation options, beautiful pools, and larger than expected rooms with lovely baths! Recommend requesting a second floor room (if all are like ours), as the vaulted ceilings add an airy feeling. Downsides - breakfast buffet satisfactory only (especially given the price), and poolside cocktails were tasty but watered-down. Check-out on the slower side.
November 28, 2014
Rated 4 out of 5 by Boxer94 Nice place to stay
Grounds are well kept and the staff are very friendly.
November 22, 2014
Rated 5 out of 5 by Tim9 Director
The hotel is beatiful, the staff is responsive and the food was very good.
November 20, 2014
Rated 3 out of 5 by Thomas18 Ants
This room had an ant problem in the shower, on the bathroom sink, and on the ight stands next to bed. Very small ants, at first I thought they were fleas or bed bugs. I notified the staff, but I could not tell if anything was done about it while I was in conference. The worst part is the ants all over my tooth brush!
November 15, 2014
Rated 1 out of 5 by Traveler007 Good Food, not so Good Attention to Detail.
As SPG Platinum, or even Gold for that matter, you would think you would be considered a valued guest. Not the case with this place. In fact they put us in a room, with a good view of our car and the car park. You would not even know there was a Golf course if it wasn't for seeing it as you walk in. The Mini bars are weight based. That is to say, they know if you use it based on less weight when its removed and then charge you. Good efficiency, however nobody checks it because they know you have not used it. Enter me, who wants a coke, I pick one out and cokes past is used date. In back most of it was, this is because staff don't need to check it they know guest have not used it. So be aware of that. The room beds, are good. The staff will fix and address issues promptly too when its brought to there attention. And the breakfast and food well thats five star. And I have eaten every where from French Laundry to Michael Mina, and in and out. The food and who ever runs the service in there, and restaurant.. it is a class above the resort itself. Would I go again? No.not unless I was invited. I don't want to look at a car all night. The recognition of SPG guests is not important to them. Its a service and extra comfort that is important to me.
November 15, 2014
Rated 1 out of 5 by Mariaclara14 Terrible!
Sadly a very bad welcome, unresponsive staff, had to carry luggage upstairs , felt like a motel. Room with no view and very far from lobby. We were willing to pay for any upgrade possible but were semt to a medocre and far away room after paying for the only upgrade offered. A family celebration gone sour!
Definately not a resort service. Never again!
November 15, 2014
Rated 5 out of 5 by weber1 The tennis pro was outstanding
The hotel and room exceeded our expectations for comfort and relaxed atmosphere. The tennis pro provided us with exceptional service, even at 7:30pm.
November 12, 2014
Rated 3 out of 5 by Zeroforthree Needs improvement
The staff is friendly and helpful across the board, but the stay was disappointing. Lowlight of stay was being essentially thrown out of adult-only pool for a private event, without any acknowledgment or apology from any management level person. This after days of having multiple jacuzzis being renovated simultaneously. There was always at least one jacuzzi open, but usually at the crowded noisy and unpleasant child focused pool. Food choices very very limited and quite dear. Spa experience was like an assembly line, except for the receptionist. Lots of details wrong in room ( e.g. if you plug your devices into the hidden recharging station the cabinet won't close. The mini refrigerator is in a cabinet, but the doors open in opposite directions so it is struggle to use. There is no light near coffee station, so you need room light to brew, waking up your roommate.). The outdoor spa jacuzzi is next to a busy road. And so on. The property is beautifully maintained and manicured, but doesn't quite get customer care correct. And this was the off season!
October 29, 2014
Rated 5 out of 5 by SuperJoe One of the best!
We love Westin Rancho Mirage. We have been going there for 20 years - since they first opened.
We love their layout, private setting, etc.
Staff are well trained (unlike other hotels in these days...).
Only thing I recommend is to have a better food offer - both restaurant and room service.
October 18, 2014
Rated 5 out of 5 by GRRFlyGuy Great Oasis in the desert
The pool ares is great. Room was nice. It definitely doesn't feel like you are in 110 degree desert heat.
October 4, 2014
Rated 5 out of 5 by FrankieJ44 6 Star
I had a great time here in Palm Springs and staff here is very helpful and total awesome. David at the pool bar is very nice and helpful. He did a great job on the service and I'm happy to meet him. Manny in the Pinaimini Bar is one of the best bar tender and server I can ever meet. His charm, helpfulness and great company. Carlos the other Bar tender is not only a great server, a very kind and gave me the 6 star treatment as well. Everyone I met from the house keepers to anyone just I just asked for help was on top of the game and this makes my vacation a dream come true. This is my new Hawaii I would like to say. I will be back again and this time I would love to take family here to the Westin in Palm Springs. Thank you Westin! 6 Star in my book.
September 7, 2014
Rated 3 out of 5 by Mike115 Lacking for a Resort
Concierge- lacking, only interest in booking you for time-share....not helping book dinner, etc.
Housekeeping - slow
Spa - Excellant
Food - Excellent - Try the burger in Pinzimini
Went to the luau, servers watching the show, blocking view from seated guests.
September 2, 2014
Rated 2 out of 5 not acceptable
Room was unacceptable.\
- several lights with burned out light bulbs
- hair in bathroom
- prior guest trash in bathroom
- work desk had recliners instead of a desk chair
- phone handset was filthy dirty
August 20, 2014
Rated 4 out of 5 by 5kids Great Service
This one is all about service. We recently visited for five days and the service was friendly and accommodating. We had two rooms originally they were a little far apart however staff was eager and helpful to accommodate our needs. We had a wonderful time on the property it was a great family vacation. On the last day our daughter lost one of her earrings in the pool area and was devastated. We were leaving to the airport when she discovered that it was missing. The staff was eager and helpful. We would like to thank Ramon who found the earring for his honesty and dedication to service. Furthermore the earring was personally delivered to the airport which was amazing and a wonderful imprint for us of the Westin Mission HIlls and its impeccable service.
August 16, 2014
Rated 4 out of 5 by GolfWardy62 I hate resort charges!
The only thing that I hated about this trip was the $29.00 "Resort Charge" that they charge you on completion of your stay! I think it's a scam!
August 15, 2014
Rated 5 out of 5 by Danno50 Things to be aware of
Our room smelled pretty musty. And the people up stairs were very noises until very late and then again very early. Also there were dogs near by. Which I love dogs. But we go away to get away from our dogs. I don't really want to hear someone else's dogs barking.
Please don't get me wrong. We will be back! We had a great time.
August 13, 2014
Rated 3 out of 5 by Kg123 Slides were the best
Slides were great but otherwise not much kid focus on dining like a breakfast buffet for on the go and rooms should have microwave
August 9, 2014
Rated 5 out of 5 by YvesMM Desert Oasis
Stunningly beautiful hotel compatible for both family and romantic get a ways. The front desk staff was efficient but not the friendliest. Housekeeping attempted to clean at before 9:00 one day but thereafter realized that a later cleaning time was more appropriate. The cleaning, however, was very thorough. This is a beautiful property with dual access to the Villas for entertainment. The pool slide was not working and should have been noted prior or at check in but managed to find out about the other pools (villas) on day three. Only regret was not knowing about it earlier. Parking was easy and always found a spot near the room. The food was fabulous but expensive. Breakfast for a family of four can run near $100 but the convenience is worth it. Pool side food was also delicious. Clean and fun game room for young adults. I did not use it but peeked in to see the people enjoying themselves. If you want a clean, beautifully maintained hotel near local restaurants, please visit this establishment. I read the review prior to booking and for those who didn't like it, I question if anything could be liked. Overall, one of the better hotels in the Starwood chain.
August 7, 2014
Rated 2 out of 5 by SKliveguet Not worth it
This resort was kind of ridiculous. I was there for a weekend retreat. They did not accommodate vegetarian and gluten free very well. They just assumed we were vegan and made weird combos of food and anybody who knows how to cook wouldn't put together. They also charged 4.50 to deliver food to your room as well as an addition 1.20 service fee so a small order of fries cost almost 13 bucks. Never in my life have I heard of a resort sharing a fee for room service, isn't that was the resort fee is for? Which, I might add, is 27 bucks a day. It rained and the ballroom é were in was leaking all over. How could it not be rain prepared... It was not that clean and just not that great.
August 5, 2014
Rated 4 out of 5 by CK45 July
Stayed here for a weekend getaway with girlfriends. The staff was super helpful. Great time and I will go back.
July 28, 2014
Rated 3 out of 5 by NickjksCA A substantial property
This is a property that has good bones - in other words, it has many of the features of a beautiful, well-laid out facility with rather magnificent views - one of which, is the mountain landscape framed by the Spanish/Morrocan architecture as you walk toward the lobby from the interior walkway. if you visit, take a moment - no, several moments, to look above and take in the view in front of you. It changes with every stroll, as light and time of day changes. It is quite splendid.It is, in my opinion and the real beauty of the hotel.
I cannot speak to the golf, as i did not play, and my husband only hit a bucket of balls due to the extreme heat. It was a lovely course, however. The views from our room, 701, were quite pleasant and we enjoyed sitting on the patio, enjoying a glass of wine in the early evening. The room was very clean and comfortable.All of the rooms are quite large.I meant to use the spa, but did not book timely, so I cannot speak to this, either.
We had dinner at the restaurant Pinzimini (I think), and had swordfish - all of the food was very good, and we probably find hotel restaurants to be less than average, generally speaking. We also had a breakfast outdoors - quite lovely.
Not having children in tow, the one thing that I found to be very disappointing was that the pools were insufficient for the number of guests using them. A large number of balls to play with of various sizes are provided at the pool, so most likely if you are not playing with one, you will be bopped on the head with one.
While there is an adult pool, it is painfully small, and uninviting. So, for families, this may be your vacation - raucous, loud, all about the kids at the pool. For adults who are looking for something a little more peaceful or balanced, maybe not. Also, if you want to be close to Palm Desert shopping and restaurants, it is a little bit out of the way. The property is really self-contained.
One thing that i must say is that the service from the staff is outstanding. Very kind and polite, from drivers to housekeeping restaurant to management, the polish and concern from everyone was refreshing to see. Westin's philosophy for service is obviously a winner. Due to our taxi failing to show to take us to dinner one evening, the front valet in the blink of an eye arranged to have us transported into Palm Desert. (they were slow and could accomodate this. One should not expect this as a matter of course). We were dumbstruck! Never expecting this. The employee (Marco) that took us to the restaurant had been with the company for over 20 years and had only very complimentary things to say about the company and seemed quite proud to be working with Westin. Nice to hear.
July 26, 2014
Rated 5 out of 5 by Rachel2 Best hospitality
Our stay at the Westin Rancho Mirage was outstanding. We had incident at pool where teenage guests moved our belongings from one poolside chair to others. When we made a comment about it to the staff, we were immediately apologized to and offered a cabana, compliments of the resort. The staff was very apologetic and treated us very well. So peaceful and quiet in the evening. Excellent stay.
July 26, 2014
Rated 4 out of 5 by Dear1 Met expectations & more
Ck in good, was upgraded, room nice & large & VERY clean, 2 queen beds SO comfortable, nice balcony overlooking pool, beautiful grounds, very good service, Pool lounges could use cleaning. Some mini lakes need to be monitored for standing water "aroma". Shower head splattered & maintenance arrived immediately to fix it. Great attn to detail. Beautiful grounds, pools & rooms. Very good staff. Rec'd late ck-out. Entire place was beyond expectations. Only thing I DON'T like is the daily "Resort Fee" over & above the hotel room fee. I realize most places charge this, but I resent it.
July 26, 2014