Rated 3 out of 5 by nyspgmember Shockingly disappointing service
A front desk that seemed confused at all times. Not welcoming at all at check in and never acknowledged my status. Never told ust hat we could be in a different building and that we might have to drive to our room, so we ended up lugging bags from car to registration then back to car then to room. We had to come back for our keys as our room wasn't ready right away, I had to wait 15 mins before someone
March 11, 2013
Rated 3 out of 5 by Susan80 This hotel needs to be better maintained
This was our fourth year at this property. There was a very cool day and night. Our heat did not work and could not be fixed. We were not offered another room for the night - just a tiny space heater which was not adequate - the temperature was in the 40ties. It wasn't until we complained that we were offered Starwood Points. This was since gesture but it should have been offered without us asking.
March 14, 2013
Rated 3 out of 5 by Golfer Out of character performance
Have stayed here numerous times and have always had good visits. This time was different. Was placed in handicap room without my knowledge, air conditioner fan would only work intermittantly for the first day and overhead foyer light was out and was never fixed. Confusion over housekeeping services resulted in no service for a day. Defiitely out of character for the service they usually provide
April 17, 2013
Rated 3 out of 5 by kctoy Dissappointed with hotel and service
We have not been pleased with our last few visits to The Westin Mission Hills. We have had some issues each time.
March 28, 2014
Rated 1 out of 5 by Disappointed What a disappointment!!!!
Not only was the in room TV not high definition, it did not receive any networks, only some obscure channels. The screen door to the patio did not operate properly. The door to the mini bar fell off when opened dumping beverages onto the floor, and the fridge had been left unplugged and did not cool our morning juice. We left a day early and relocated.
January 22, 2013
Rated 3 out of 5 by BadWestin Disappointing Visit
My wife and I had a very disappointing stay at this propoerty this past weekend. Our room had light bulbs that needed replacing, the phone didn't work and it was never serviced. we tried to grab a bite Friday night in the lounge. we ordered two items and our server brought the wrong flatbread first and never brought our salad. Not Westin standards.
April 1, 2013
Rated 2 out of 5 by UnhappyGuest27 Improve Staff at Westin Mission Hills
Staff doesn't get things right - apparently doesn't listen. Plus, Overcharge on bill for beer (I don't drink beer) and tried to use link to corect - link doesn't work. Remove second charge for beer immediaely. I will not spend any more time on this.
February 13, 2014
Rated 3 out of 5 by Rider5298 Dissapointed.
While the grounds and facilities are beautiful and the food very good... Um... to the point, It may be time to look at the mattress in 202 and see if its time for a new one. It had more peaks and valleys than the hills around us. The box spring appeared to have a broken board on the right side... The room was very nice and spacious, clean, and comfortable. The bed was the worst part.
The gift shop, while it had wonderful things to look at, had astronomical prices on the food and drink. 5 ounces of yogurt and fruit = $6.99... A 32 ounce bottle of water $4.99... Perhaps your just trying to keep the shelves full. The convention I was attending was not a group of millionaires nor were we stupid. We went to Walgreens across the street from the east end of the property and picked up our water and yogurt there. Wow! All in all we'll be back because the convention rotates to your facility every two years, but we will be better prepared with our own necessities...
October 7, 2013
Rated 3 out of 5 by WestinReviewer weekend stay
The front desk staff was rude multiple times and to multiple people in our party. The maids did not replace the shampoo once during the stay. I've stayed here 4-5 times and each time it gets worse and worse. Last time I had ants all over the bathroom though it was taken care of when I called.
August 20, 2013
Rated 1 out of 5 by MartaC Unsatisfactory stay
We are Gold Preferred Guests. We attempted to register as such. The representative stated we were not, refused our upgrade and then put us in building 1 which has a very loud AC unit outside. An interesting choice to put us there considering the hotel was less than 50% occupied.
August 26, 2013
Rated 3 out of 5 by Bubus Terrible experience
It's very bad experience, the concierge it's not help me to book a simple dinner and golf round. She push me only to sell the time share, the restaurant really bad service the waiters he worrie for talk whit the others waiters I have to wait 15 min for my bill I never come back
April 8, 2013
Rated 4 out of 5 by Tonja Overall good experience
The property is beautiful and well kept.. The staff were always friendly. The carpet in the hotel was filthy and the bathroom floors were not mopped regularly. Housekeeping wasn't very thorough; mostly surface cleaning, which allows dirt to build up over time.
August 14, 2013
Rated 5 out of 5 by Caligirl13 Excellent!!!
This is a wonderful hotel!!! I love coming here for our annual christmas parties. The staff was amazing the last time I stayed. I especially remember the excellent help of a Matt or Matthew.. Just outstanding... Will definitely be coming back!
June 30, 2013
Rated 1 out of 5 by Charlie2 The hotel is run down and the rooms not clean.
The building in which our room was located was run down and isolated and near a busy highway. The room itself had dead flies in the bathtub dust everywhere and smelled quite musty. The service staff appeared to be indifferent.
February 18, 2013
Rated 5 out of 5 by KB42 Sabrina's Birthday Weekend
My daughter stayed in two rooms for her birthday that I made the reservations for. I called in advance and asked for rooms close to each other if possible. They were put in two beautiful pool side rooms that were side by side and they loved the accomadations! Beautiful property, helpful staff, and overall great experience!
My only question was the $50 per room per night charge that was placed on my daughters debit card. I do not understand why you charge that fee?? You already had my credit card on record and I am Preferred Gold. This is an excessive charge when you consider it is done nightly (2 rooms x$50 x two nights=$200)
I called to have the charge explained to me and had to make two calls to the front desk because the phone rang a minimum of fifteen times each time I called. I have never experienced this at any other Starwood property so I definitely think it is a problem at your property. Also my daughter did not get room service for either rooom and the point ammenity was not credited to my account. I think she said it was 500 points.
May 4, 2012
Rated 5 out of 5 by mary6903 Very nice hotel, friendly staff
I really enjoyed my first stay at this property and hope to come back. The setting is beautiful, the grounds are well cared for and the rooms are extremely spacious. The staff is very welcoming, helpful and attentive.
September 10, 2013
Rated 3 out of 5 by Trillium bathroom not clean, and extra charge for packages
I found this hotel to be sub-par by what I thought was supposed to be luxury-hotel standards. Mainly for these 2 reasons:
When I arrived there were several hairs in the bathroom, which made me feel like it hadn't been well-cleaned from the previous person.
Also, I had a pkg delivered ahead of time, and was outraged to find out that you charged me $20 to get the package. I'm sure it was just stashed in a closet or other room somewhere until I arrived, and I felt I was being nickel-and-dimed for something that did not add any value to my stay, it was just a way to gouge your guests. I can understand tipping the guy who brings it to the door, but to charge for holding it. I was not happy about that. When I complained to the staff, I was first told it was "hotel policy", and then upon checking out, I was told that it was the deal struck between the conference that I was attending and the hotel. That made me even madder, to get two conflicting stories, plus feel like I was being gouged at what was supposed to be a luxury hotel resort.
I will not want to stay here again.
March 9, 2013
Rated 5 out of 5 by Hoots Love the dog friendly atmsophere
We have stayed at many SPG facilities but this one was the best for dog care and friendliness. We were not aware of this before. Thank you!
December 1, 2013
Rated 2 out of 5 by Fabfour Could have been better
Although this property has been amazing in the past, sadly I found that the cheerful, attentive front desk staff are gone. It is a shame.
November 12, 2013
Rated 2 out of 5 by jsne This hotel has not been maintained
Unfortunately, this hotel no longer lives up to the name of Westin. It seems that very little investment has been made in 15+ years, and is therefore lacking across the board. The rooms had been updated cosmetically, but our AC barely worked, despite being 95 degrees outside. The popcorn asbestos ceiling was disappointing given that we were traveling with our 4 month old infant. Pretty much all things linen need replacement. Holes, tears and transparency in bathroom and pool towels are unacceptable, stains in bed sheets unwelcome, and tears and thinning of material on bath/spa robes tacky. The pools are in need of repair, with rust inside the pool, mold/algae on some of the pool sealant, and lots of missing pieces of sealant. I would categorize this hotel, given its lack of maintenance unfortunately at a 2 star, though it has the potential to be 4 again if they maintain the facilities and linens. I will not consider staying at this hotel again, and now become more weary of staying at Westin hotels. Plus, the $27 resort fee makes no sense, especially given that I did not receive what it supposedly included, like newspaper, internet access was slow, spa facilities limited.
September 30, 2013
Rated 2 out of 5 by Bob2013 Housekeeping problems
The property is attractive; the staff is friendly and helpful. Housekeeping was abysmal.
April 15, 2013
Rated 5 out of 5 by Josh Great manager and staff
Overall a beautiful and relaxing experience. We was staying here for Coachella.
April 23, 2013
Rated 4 out of 5 by DeJuanDeJuan Your answer to a quick weekend getaway
My review for this property is long overdue, but I still get excited when talking about my stay. My fiance and I went to the Westin for a turn-around romantic getaway after Valentine's Day. The staff was very friendly and attentive when we called upon them. We were upgraded to a room facing the golf course without hassle and thoroughly enjoyed our room.
We did not get in the pool/jacuzzi, but checked out the spa facilities. My fiance was in awe with how well the spa staff treated her and made her feel welcome.
My parents ordered us some strawberries and champagne, and when we returned from the spa, there they were sitting on the table with a handwritten note from my parents written by the coincerige. Such a nice touch! The staff was also great at recommending places to eat (not so much at giving directions though). I could have used my iPhone for that; so I'll take some of the blame.
Lastly, the only downside to this resort is the size of the property - it is huge! It took us a while to walk from our room to the spa and back. If you're lucky, you can catch a golf cart back to your room. But nonetheless, we still enjoyed ourselves.
WE WILL DEFINITELY STAY THERE AGAIN THIS YEAR! AND SO SHOULD YOU! :-)
June 4, 2012
Rated 3 out of 5 by SellSellSell An Unhappy Owner
I own a timeshare on property at Westin Mission Hills Villas but stayed at the hotel on a deal. As an owner who relies on the overall appearance and operations of the ENTIRE property I am not pleased with the resort at this time. In May I stayed at a nearby sister resort and can honestly say that there is inconsistency in accommodations and service that concern me.
There are weeds growing on features that should be kept up, tiles missing on top of the Oasis Bar dome, and inconsistency in levels of customer care. In addition, the on-site market prices are excessive for the convenience factor. With a supermarket nearby I think the property is losing revenue with that strategy.
To temper these concerns it should be noted that the some of the property's features are simply outstanding. I especially liked the social 'den' made just for kids and teens (as well as a few adults). Nice touch. A server at the pool named Ryan should be promoted to management. He gets customer service. He hustles and cares about his customers.
I hope the leadership at the site gets this place back into Westin shape or vice versa. Some places look great with lazy rivers – This place looks like it may need to get rid of some lazy people.
July 29, 2013
Rated 2 out of 5 by MonkeyBay Our experience at Westin in Rancho Mirage, CA,
After staying at Westin in Bellevue, WA, and Fort Lauderdale FL this year, we decided to stay at Westin again. The stay at the Rancho Mirage, CA, location was an unforgettable bad experience with Westin (one of the finest hotels).
The first room was next to a generator room, we immediately returned to the front desk for room change because we did not want to hear the loud noise and to look at the rusty door from the room. The staff told us "Sir, this is what you paid for a 'Traditional room'. Needless to say we were very disappointed with his comments and customer services. After a lengthy discussion, he was reluctant to move us to another traditional room. The outside of the 2nd room was better, but yet this room needs immediate renovation work. Paints on the doors are peeling, bathroom floor is dirty, phone did not work, 3 light bulbs disappeared, and in Day 1 of our stay TV did not work and no water bottles provided. It was because the room was dark, surely the cleaning crews should have noticed the light bulbs problem and should have put new ones on. A message to us is that ‘They probably do not care’.
This year, we stayed at Westin for a total of 2 weeks. We will look beyond Westin when we are looking for a stay for our vacation and business travels.
December 12, 2012
Rated 4 out of 5 by peek good rooms but many minor problems
when i arrived i was assigned a handicapped room. i asked to be changed and was given one on the 2nd floor. we drove to the area of our room and carried our overnight cases to the bldg. i was told there was no elevator so we looked for the stairs . it took us about 5-10 minutes of wandering to find that they were on the outside of the bldg and not from the interior courtyard. small signage would have been much appreciated. when we arrived at our room the maid had just started cleaning it. after several minutes of standing outside our room i informed the front desk . they apologized profusely. shortly they called back and to make up they offered to comp breakfast for my wife and myself during our stay. the room was large as was the bathroom. the bed was very comfortable. the bathroom however had a bulb that took several minutes to reach its peak output . at first it was very dim. i'm sure this was for energy conservation but it was counterproductive as we left it on all night so as to be able to see . i would expect more from a luxury hotel. to take a shower it was necessary to figure out how to obtain hot water. there were no markings on the faucet . after a coulpe of minutes of experimentation i found out that it the handle was turned counterclockwise i would get hot water. the next morning we went to breakfast and gave the waiter the vouchers that we had received for the meal. he told us that they entitled us to the buffet but not the regular menu. the buffet was very average. the orange juice was from a carton, the bacon was very greasy and fatty . the eggs and scones were good but all the food was room temperature, not warm or hot. later that day we received a telephone message that the concierge had a package for us. the next morning we went to breakfast and again gave the waiter our vouchers. he told us that they were good for the buffet or the regular menu. we opted for the regular menu and again the meal was the same. the coffee however was fairly good. i was waiting for a refill of coffee and trying to signal a waiter without success. a lady from an adjacent table saw me and came over and brought a pot of coffee and lef t us the pot. i found out that she worked for the resort in sales .her name was teri? i appreciated that very much. additionally there was frequently heard banging of dishes which was quite loud.we went to check out but first stopped by the concierge desk to pick up the package that they had notified us of yesterday. the concierge stated that the contents were for use on the property, i.e. reduced spa rates, etc. as we were checking out we thanked her but had no use for it. finally , at checkout we were charged a resort fee. we had not been informed of same at checkin. i asked what the resort fee provided for us and was told room delivery of a daily newspaper weekdays(we were there on a weekend so that didn't apply) in room wifi ( i had my android phone so didn't need that ), free local calls (again i had my cell phone) and the best was free self parking. this is just another attempt of a major hotel chain to unbundle services to reach into the guests pocket. the property itself is beautiful but there are many small details that could be addressed and in particular the restaraunt needs some serious work.
March 14, 2012
Rated 1 out of 5 by M1974 Staff lacks training
Horrible experience from the day we checked in to the last day at breakfast. Front desk not very welcoming. Hotel was 100% committed but no excused to rush us as a cattle. Not welcoming at all. No one seemed willing to take the extra step listen to guest concerns, we were left to endure. Asked for the front office manager (not supervisor) to contact me twice never received a call back. The Italian restaurant was over priced and horrible food. The waiter apologized and comped our dinner that we did not eat, even-though we asked for not salt in our food it was PURE SALT.
It took me four visits to get 4pm check out. I had to bring my I-Pad to the front desk, so the staff stop lying to me about the availability. Asked the pool attended to help us with the umbrella that was broken. Told me he would try to contact engineering but would not promise any results. No one came to assist us. Twice my towels were removed from my pool chair by the pool attendant while i was in the water. Every Breakfast Arturo cooked our omelets with the incorrect ingredients even though it was written down. Arturo was nice though!!!!
As a Starwood Platinum would expect better service, at least from the front desk. The front office supervisors who sits opposite to front desks are worthless, Erik should be dismissed!!! Sad week at the Westin!!!!
April 13, 2013
Rated 1 out of 5 by FOB1 Poorly managed
Numerous roaches and spider webs on the exterior of the buildings along with cracked sidewalks were the first indication of poor maintenance. Black mold in the bathroom and chipped calking didn't help improve our impression of a "resort" that either does not hire enough people or has stopped investing in upkeep. The worn, dirty, and threadbare sofas and chairs in the rooms and public area are depressing. At "Pinzmini" the main dinning area, the portions are skimpy and over-priced. A chicken sandwich got lost on a large white plate with 8, yes 8 tiny picked veggies. The worst impression was the last impression. I inquired about the special promotion package offered of 3 nights and 4 days for $395. I can only assume that the Concierge earns a commission each time a guest enrolls. It is the first time anyone on the staff lied to me. When I was handed the form I was repeatedly told what a great deal it was. She briefly touched on that there would be a short introductory meeting. When I read the fine print, and I do mean fine since it was printed in 6pt type and light grey ink, making it difficult to read without glasses, I saw that everyone had to attend a 90 minute meeting, make a minimum of $75,000 a year, and own a home. Why the subterfuge? The only nice thing about our stay was the service staff. The waiters were great and so was the front desk.
May 13, 2013
Rated 2 out of 5 by expectedquality Not really quality
Upon arriving, our room had cob webs, the light above the desk table was broken,the stopper in one of the sinks was broken and no tissues in room. Then, went looking for ice-one machine per building-and the one in our building was broken. When I tried to tell a maintenance worker, he didn't speak English! My Spanish was I guess good enough to get through, as he pointed to the next building, and after searching the whole first floor there, I found it. The small ice bucket was only big enough for about 3 or 4 glasses worth and I didn't want to get out in the cold again for another search, so didn't have ice.
There was no room service menus in the room and only one restaurant (Italian) and a bar in the hotel-took a shuttle over to the Westin Villas for a sandwich the first day, then had to go looking for a restaurant on Christmas eve. Everything closed but found a hamburger restaurant a couple of miles away.
I decided to try the Spa. The people were quality, -very nice and friendly-but not the facility. As with the rooms, they needed better planning and updating Both the men and women used the same "quiet room" . It was located in the hallway anyone using the hot tub facilities outside had to walk through. The quiet room obviously wasn't quiet. The locker rooms were old looking and I didn't want to take a shower there.-went back to the room.
All in all the stay was a disappointing experience
December 27, 2012
Rated 4 out of 5 by KBob Great Time and helpful staff
I am a Platinum SPG, and stayed there for a night with my 7 year old daughter after taking her to the BNP paribas tennis open. After a full day of watching tennins, we were exhausted and settled into our comfortable room. My daughter had a great time at the pool and made friends with many kids at the family friendly resort.
When we checked out, we realised she had left a book from her school libraryin the room. I called back the next day and a day later, they called me back and mailed the book back. My daughter was very happy and so am I. Good Serivce everyone and especailly the gentleman at lost and found who noted down the title and hunted it down!
April 7, 2013