Rated 5 out of 5 by EddieGR EG
This hotel is Heaven on Earth
The grounds are beautiful but the most important thing is the AMAZING service of the staff in each area of the hotel.
In the lobby area Esther and Kimberly were great, also I was greeted in my room by Esther Hernandez and her staff, they really care about every guest and every room even my little dog was treated like a celebrity by them, bringing him his heavenly bed and bowls.....in the restaurant we were served by Jose Luis and Luis and they were great.
I love this place. Love the attitude and smiles of everybody and I want to go back ASAP.
May 19, 2014
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 2 out of 5 by ivygirl Needs serious improvement when at high Occupancy
We went at Easter break this yr which we have done MANY years in the past. The hotel can not operate at Full Capacity. Service across the board was TERRIBLE. The pool can not accommodate full capacity, the lounge chairs can't either. My teens had to lay on the grass outside our room just to get sun because there were NO chairs and the pool was full of sunscreen and kids throwing balls everywhere. When I called service express for room service it rang 42 times and still no one picked up. That was the 2nd time I called when I decided to count the rings! The Easter brunch was mediocre at best and they charged 70$ per person w/tax+tip....and it was worth about 20$. This was just a really bad experience from someone who has stayed at this property dozens of times and owns a timeshare there.
April 23, 2012
Rated 5 out of 5 by Jon0625 Westin Mission Hills
Great resort, great staff, great food!!! 5 Stars all around!!!!
July 21, 2014
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 Steve101 Golf but Don't Stay
The Westin name should be removed from this hotel. The rooms are outdated and reminiscent of a motel. The slider door screen to the porch was broken, and there was a pungeant smell from the bathroom. The valet didn't offer to take my bags and didn't go out of the way to make me feel welcomed. For the money stay somewhere else, but definitely golf the Pete Dye course.
December 7, 2011
Rated 5 out of 5 by Genaphor Conference
Excellent facilities for a conference.
Hotel - The room was very spacious and the bed super comfortable. Staff very friendly.
July 19, 2014
Rated 5 out of 5 by JJJ33 Kid Friendly Hotel
Ryan in pool area was professional, friendly and informative of things to do and dine in area. 10 of 10.
Front desk could be friendlier. Needs improvement.
Connecting room door did not lock.
Front door lock did not work properly.
Service staff member entered our room without knocking, surprised us and him. Meet him outside of our door a few minutes later and said he was inserting menus.
July 14, 2014
Rated 5 out of 5 by Niecee1011 Second Time Here
We just had our second visit to this resort and all I can say is WOW!! From the time we checked in until the time we checked out, the service was exceptional. We were warmly greeted by the front desk, our receptionist was very personable and friendly. We were easily able to check in prior to the check in time into our room on the ground floor in the building closest to the pool. There was plenty of parking, which made it easy to unload our luggage and walk straight to our room. The room was clean, spacious, plenty of amenities, and the patio view of ducks was great - my toddler loved that! The pool was clean and the pool service was amazing. The server we had was very attentive to us and we never had an empty drink in hand. My toddler had a blast with all the new friends she met there. In addition, there was also a bounce house for the kids right next to the pool! She was entertained the entire trip. When we got back to the room, it was nice and cleaned by housekeeping. We spent most of our time at the pool this whole trip, that by the time we were done, we just wanted to relax in the comfort of our room. We didn’t get to check out the restaurants, but I can say the pool food and drinks were pretty darn good! Overall, this stay was 100 percent better than the last and I will definitely be back again.
June 16, 2014
Rated 3 out of 5 by unhappycouple Very disappointed
Reception was not aware that
we had breakfast included.
We failed to receive maid service.
We had issues with our "golf package"
The only saving grace to this hotel was Fatima in the breakfast area, great server and very helpful.
I found it offensive of SPG to say I had to go to the concierge to get my "free" gift
when their real motive was to get me involved with a time share program of some sort.
October 3, 2013
Rated 3 out of 5 by Jamifern Service lacking
Did not feel as if I received the usual treatment as not only a starwood rewards member but also a starwood amx client. Our first room which was booked as a "deluxe resort view" overlooked a parking lot in the back of the resort. The manager did move us to a better room after I told them I was unhappy with my room but overall the service was not typical for a Westin. This staff has some work to do.
March 31, 2013
Rated 3 out of 5 by Kathryn55 This hotel has poor communication.
This hotel has very poor staff communication. The property is large and necessitates a shuttle. I stayed on the property for 4 nights and called the shuttle 8 times. They were NEVER on time and rarely knew they were supposed to pick us up even with plenty of notice.
Check in was a nightmare. After 5 and one-half hours, I had to get a manager to finally get a room. I would not stay here again.
April 8, 2013
Rated 3 out of 5 by Maddie Rooms desperate for upgrade
I had not stayed at this facility since the early 1990's. Although the property is beautiful the rooms are in serious need of upgrading. The tile and grout were dirty, carpet was dirty, tub was stained, cobwebs with spider in bathroom. The chairs near the desk were filthy. Room 1011 was the worst then transferred to 709 which had only slightly clearner tile and grout.
April 29, 2013
Rated 1 out of 5 by Manju Truly Disappointed!
We chose to stay here for the water slide and the nice grounds of the hotel. It was our spring break, we arrived on Monday at 12 pm, we went to the pool and there was not one lounge chair open for hours, they do not have a towel policy to remove towels from chairs if people do not show up to their lounge chairs after a half hour or hour. A friend went to the bar to get smoothies for our kids and asked for strawberry~banana smoothie, the bartender made them and handed them to my friend and said here is mango ~strawberry, " we are out of Banana". Good thing our boys were not allergic to MANGO! The next morning my sister went to the pool at 8am to get lounge chairs and they were all gone with towels over them with no one sitting on them. Needless to say our kids didn't get to enjoy the main pool with the water slide! I also never got my room cleaned cause house keeping just didn't bother to clean the room. If you plan on going here on any holiday weekend, I suggest you get up at 6am to get lounge chairs, bagels at the coffee store and lucky to see a life guard at the pool.
We have stayed at many other hotels in Palm Desert and have had superior service. I did complain to the front desk the morning that we left and she took off $75 off the bill but who really wants to do deal with that on a trip. We will never go back to the Westin!!
April 13, 2012
Rated 3 out of 5 by Averagehotel2013 Poor food selection
hotel was fine/good. I'm finding that most Westin Hotels and Resorts have poor food selections. The pools food cabana was closed our first day. Had to order room service to get food by the pool. I guess the hotel did not realize that it was SPRING BREAK and it was going to be crowed!!!! Again the selection of food on the room service menu was not better.
April 5, 2013
Rated 3 out of 5 by Somer25 Thought I was getting more with the Westin brand
I have to start by saying the grounds at the Westin Mission Hills were well kept. However, the rooms and some of the staff need improvement. Our initial room had a stale, musty odor. When we called to have it freshened up, housekeeping sent a housekeeper with a broken can of air freshner, she sprayed 3 sprays and left. We walked into our bath room only to find the bathtub had been tarnished by what I guess is hard water over the years and was browning. We were given another room but when we got into that one there were no towels and it took 30 minutes just to get clean towels. There was a NYE party that night that no one on the staff could tell us the details about and sent my wife and I on a wild goose chase to find out how to get tickets. The one bright spot of the stay was a waiter named Manny at the Pzimini restauant. He added a personal touch to his service and he was the one that locked down the details and tickets for us to the NYE party. Manny dserves the recognition
January 2, 2014
Rated 2 out of 5 by J11813 Service overall and room quality lacks
The toilet was leaking slowly on the floor and the water temperature on the shower was stuck in the hottest position and wasn't fixed.
The food at the restaurant was good, but the service was terrible both at the restaurant outside on the patio and inside. It was not attentive and very slow. The rooms were clean.
January 23, 2013
Rated 2 out of 5 by Getaway27 Disappointing on many levels
After I unpacked, I noticed unsightly hairs on the floor in the bathroom. I was disgusted. I removed them immediately, but continued to find more; even discovering one on the built-in nightstand. I was so disturbed by this that I asked for a new room on my second day. Jose at the front desk assigned me a new room and dispatched his housekeeping supervisor to check out my room. When I arrived she was cleaning my bathroom, yet when she left, I found even more unsightly hairs than the other room had. I realize now that housekeeping mops the floor and that is it. Hairs get glued to the floor and dry there. It is disgusting. They need to sweep to remove hairs, and then mop to sanitize.
That night I was nearly asleep when some rude neighbors returned to their room and carried on a loud conversation for 1.5 hours. I called from desk and they dispatched security, but that didn't stop the loud neighbors. They continued to be rude until 1 a.m.
To add to this terrible experience, housekeeping knocked on my door at 8:45 a.m. to inquire when I would leave so they could clean my room. This was outrageous. It was way too early in the morning to knock on my door. I know they have walkie talkies, so housekeeping should have checked with the front desk to see if I had checked out yet, instead of disturbing me.
Wi-fi is included in the resort fee, but the reception is ghastly. I could not get a strong signal on my phone to utilize a feature I was paying for.
This was a most disappointing stay. I will not return to this resort and I will share this experience with friends
March 21, 2012
Rated 5 out of 5 by LoisJ Great stay!
We stayed here for a wedding. We rented 2 villas and 1 hotel room. Great stay in Palm Springs. Beautiful grounds, great rooms. The only negative thing I could say is that the beds didn't live up to the 'Heavenly Bed' standard. Sheets were scratchy and bed was hard. Staff was great, rooms were spotless!
October 16, 2013
Rated 3 out of 5 by GingerB Phone Rip Off
We felt ripped off when we were charged $6.76 for a 30 second call to Palm Desert to make a dinner reservation. It would have been cheaper to use our Canadian cell phone instead. There was nothing in the room to indicate that a local call would cost that much. Left us with a bad taste on checkout.
December 6, 2012
Rated 3 out of 5 by Teavelforfun Had better Westin experience
Beautiful common areas but the room could use an update. Bathroom was great though. HATE resort fees; if i'm at a resort, why do i have to pay an extra fee? Front desk did not explain what the resort fee cover. Found out from other reviewers that I could have used the spa facility. No wifi signal in my room. IT guy could not figure it out even though he tried several things. No phone signal either. Maid woke us up at 8am! Seriously!?! Who wants to wake up at 8am while on vacation? Told her we have 4pm checkout. She came back at 3pm and said we had to vacate the room because someone else was checking in to it.
October 15, 2013
Rated 3 out of 5 by johnny1 The resort fees
The "resort fees" are insulting, especially for SPG owners who are supposed to be honored guests according to pr material. With tax, almost $30 per night. Paying for one's stay with starwood points is supposed to be a benefit freebie. Not truly the case, is it.
February 23, 2013
Rated 5 out of 5 by Slick Great Hotel
The staff was so nice and especially our maid. The food was fantastic and healthy. The resort has been updated and is a wonderful place to stay. I would highly recommend it.
June 10, 2013
Rated 4 out of 5 by WarrenDecember Reasonable
Staff were attentive, the room was nice and roomy and air conditioning was quiet. On the downside, the range of food was limited particularly the main restaurant was expensive.
July 13, 2014
Rated 5 out of 5 by Kooks Beautiful grounds, nice pools
I always enjoy this Westin. The staff is friendly, the rooms are clean, and the grounds are very well maintained. I have never had a problem with anything from the food to the billing and will be back again soon
July 12, 2014
Rated 5 out of 5 by littlehottie Relaxing Getaway
Stayed here for a few nights in June, loved it so much we came back again in July. Bella Vista was an amazing restaurant with an outstanding and very friendly staff. We looked forward to our breakfast each morning, AMAZING eggs benedict! The pool was the highlight of our trip. It was very relaxing and the atmosphere was pleasant. The DJ on Saturday was lots of fun. We felt we were VERY well taken care of by the pool staff. The manager and his servers were extremely friendly and always had a smile. After a long day at the pool, it was nice to go back to our beautiful room, gorgeous view, and the Westin heavenly bed. I highly recommend this hotel and will DEFINITELY be back in the future!
July 24, 2012
Rated 2 out of 5 by NTstarwoodmember Disappointment!
I have never stayed in a Westin that was this low quality! Popcorn ceilings? I haven't seen those in years. The room was old feeling, looking and smelling. There was a dead bug carcas in the bathroom which gave me the feeling the room hadn't been used in a long time. Everything seemed to have a layer of grime on it. I wanted to order room service but I was so grossed out by the dirty, stained menu in my room I decided to pass. The lagoon-type water area around the pools had a layer of scum on it and smelled. We were encouraged by the concierge to go to the restaurant at the Villas and that a shuttle runs back and forth. After eating (in a restaurant with no restrooms-had to use the pool restrooms which were completely destraoyed with paper towel and toilet paper everywhere-and extremely dirty) we were stranded with our two small children down at that restaurant and had to end up walking all the way back to the hotel. We even had the restaurant bartender call the bell hops to let them know we were waiting for the shuttle and it never came (we waited about 25 minutes before deciding we had been abandoned and had to walk). All of the other Westin hotels I have stayed at have been sooooo much nicer I was completely disappointed.
August 8, 2012
Rated 2 out of 5 by ERCHZL wrong charges!
We checked in to this hotel last Sept 28,2013.
As expected, we want to have a very relaxing week end. We enjoyed our stay , not until I checked my bank account . The hotel charges me with ridiculous amount--- $ 158.67, then another 50.00 then the next day I got charged for 105.78--- I do not know what are those for since all we charged in our card is just 2 drinks from the bar... and the worse part is when my husband called and he spoke to "Crystal", he was told that she will email him the statement and that "Crystal" also confirmed that the amount billed should only be $52.00.
I also left a voice message to their accounting department and it was not so helpful at all since they will return your call 24 hours after... I patiently waited and a lady from the accounting office called me back,I tried to explained what happened but it seems that she does not even know how to explain the charges--- she told me she will email me the statement- which she never did. So my husband called the hotel AGAIN and was told they do not have someone named Crystal ,they forwarded his call to the gen manager which is " RAQUEL WOOD"---oh well, we will see if she really cares about how frustrated we are that until now we do not have the explanation to those charges.
October 1, 2013
Rated 3 out of 5 by Hudson Just ok
I am glad I read other reviews before visiting this property, so I was prepared. Other than the front desk personnel and the bellman/valets, the rest of the staff was friendly but not at all attentive.
I ate in the restaurant twice and at the lounge once. All times I had to remind the servers several times of items I ordered, drink requirements, or to pay my bill.
David at the pool was a great and attentive bartender, but he stood alone.
The property is definitely a different style than the type of resort I was accustomed to. Resort prices for everything, but less than top level resort service.
October 6, 2012
Rated 5 out of 5 by Mary04 Terrific resort!
My daughter and I had a marvelous time here. Lovely surroundings, delicious food, and comfortable room - who could ask for more?
July 12, 2014