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 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 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 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 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 3 out of 5 by LeeArizona Surprised at changes since our last visit
We have been guests at this Westin many times over the past 20 years. It had always been pleasurable. This visit was a great disappointment.
The new Italian restaurant serves us mediocre meals in a noisy setting. After one meal we did not return. The Bell staff was less than useful. The concierge was not helpful.
In contrast, the staff at both golf courses served us in excellent fashion.
January 8, 2014
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 3 out of 5 by Stacey286 20 year Wedding Anniversary trip not perfect
We are regular guests of Westin properties but this was our first time to The Palm Desert Westin. I made every effort to ensure no mishaps during our trip by calling ahead and the week of arrival speaking to management about how I wanted this vacation to be as perfect as possible. The room upon arrival needed maintenance in several areas, dusty furniture,The closet door was off the track lying on the inside of the closet itself, the phone did not work properly, 2 lamps as well as our patio light were out, and we didn't have a full set of towels only bath towels were placed in our room. It clearly appeared to have not been inspected before appointing it to us. We moved rooms the following day. Not convenient but necessary.
I will say the management and service from the staff was on point when I brought our concerns to them, very apologetic and kind. Our disappointment was that we had stressed how special of a trip this was to us and to give us the initial room we were in showed that the facility wasn't trying to ensure the best experience possible for us. Our room for our 4 night stay was only serviced once by housekeeping. I had to run my own trash to the larger receptacle in our building and request fresh towels and coffee for our in room machine. The restaurant Pinzimini was excellent! Elizabeth our server was an absolute sweetheart and really made us feel special celebrating our wedding anniversay at their property. The food was truly very good as was the wine selection. We also enjoyed the Fireside Lounge.
Karen Settles at registration was also absolutely wonderful the morning we moved to the second room, She made sure to have it inspected prior to us relocating and sent up some healthy breakfast for us to enjoy after our workout as an apology.
I don't know that I would return to this specific Westin it seemed really hit and miss. I have stayed at other properties in which the accommodations and service are streamlined to ensure a consistently good experience of comfort and the amenities. I wish it had been a much more memorable trip for us with not so many bumps.
October 29, 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 3 out of 5 by April123 Ok experience
The grounds to the resort and very beautiful and well maintained. And it was a lot larger than was expected. This place was HUGE. So when we checked in on a Friday night we were alittle dissapointed that we were stuck in a room at the very end of the resort away from all of the amenities, yet the parking lots seemed empty. The room we were put in had seemed as if no one occupyed it for some time. The real kicker was the cockroach in the tub and bug in the toilet. I immediatly called to have my room changed, which they did with no issue. However, no one came to get our luggage as they said they would, so we gathered everything and trekked it back to the lobby. This time they put us in the same room type, only closer to the center of the resort, which made us wonder why they didn't give us this room from the beginning ( was it because we had booked through a third-party with a discounted rate??) Who knows. After that everything was fine and they did what they could to make us happy and gave us a credit to use at the resort. The room was average, nothing special. The resort fee seemed high since it was too cold to use the pool, you park your own vehicle, and no paper was received in the morning. I guess I payed 27$ for coffee. Overall, the grounds were beautiful, it was in a great location, but the room was basic and the experience started on the wrong foot. I dont know if i would stay again. There are many more options for the price with updated rooms, so recommending to others is a real toss-up for us.......
November 16, 2012
Rated 2 out of 5 by Sour4 When is a Suite not Sweet?
Our experience at Rancho Mirage should be a warning to anyone with a family who thinks they are getting a suite to sleep 4 people. We had confirmation and an expectation that we would have more than a sleeper sofa for our young adult children. All suites at Rancho Mirage have one bed and a sleeper sofa. While spacious the suites are very dated. This is a second class Westin. SPG members beware!
January 2, 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 john127 Poor room
As I checkd in I was told, we have upgraded you to a suite. Well. not so much. I was in a larger room, on the parking lot. I know I will not get upgraded every time. But it is the start of off season in Palm Desert. The hotel did not feel that busy (I could be wrong). Another issue was parking. My room was next to the conference center / ball room. Upon check in no problem. Left property for dinner and could not find a parking space near my room.
Room was showing wear and tear. Just not to the usual standard. I have stayed at his property in the recently and the room was much better.
May 24, 2013
Rated 1 out of 5 by scott111 Terrible facility
This place along with other starwood facilities are a joke. Presented with a dirty room - really? There were newspapers, plastic water bottles, food droppings, etc. Furniture that belonged inside was on the outside patio. It took forever to get the room cleaned each day....well I won't consider it cleaned. They would not even replace the basic soaps on a daily basis. Oh don't ask the staff any questions, you get a different response from each staff member. doesn't anyone know what is going on. And the bugsd in the conferece center - give me a break. Never stay at a starwood facility!
April 13, 2013
Rated 4 out of 5 by MJH48 Enjoyable stay but......
Recently spent 5 nights at this Hotel.
The accommodation and the grounds more than met our expectations. We had paid to upgrade to a golf view room and it was well worth it, the view was lovely. The large well decorated room had two large double beds and two very confortable lounge chairs.
The hotel staff were efficient, helpful and polite.
Our only issue with this hotel related to the "breakfast package" . I had booked the room directly with the Westin Hotel and my reservation included the 'breakfast package'. On day one, we were informed by the restaurant staff that the voucher we had been given at check in time only covered the cost of two eggs, bacon or sausage and toast. Apparently the 'breakfast package' did NOT include any coffee/tea or juice.
A very embarrassing discussion followed with the Server, with other guests listening. We felt very uncomfortable.
We were advised to seek clarification from reception as to exactly what our "breakfast package" included.
I have NEVER encountered such a basic breakfast provision or one that did not even include a standard cup of coffee.
I consider this issue which continued into day two, three, four and five with different Servers totally spoilt each morning's visit to the breakfast restaurant.
It was very disappointing that we were unable to enjoy a relaxing breakfast without having to face this hassle each day.
The reception staff did inform us that the wording "breakfast package" is somewhat misleading and ambiguous as apparently there are several different levels of breakfast package!!
In my opinion the Westin Group need to address this issue and sort out the wording on their website.
This daily aggravation did affect my personal overall view of the hotel and I will have to think carefully before returning.
March 19, 2013
Rated 3 out of 5 by rjh2003 Business & Pleasure combination
Stayed at your hotel for a conference and added personal days on to this. The Heavenly beds were fantastic (as they usually are). I was a little surprised that the resort seemed a little dated. Some small things that needed attention (a broken door to the ice machine room, dirty pnds around the resort, paint required in some areas. I was surprised there was no service at one of the pools - for a "resort fee" of $27 I would have expected that? Food at the conference was very good. Fitness vcenter was good - but again, for a resort fee to be charged I would have expected more...
June 19, 2012
Rated 3 out of 5 by Bob2013 Housekeeping needs improvement
MapQuest doesn't know where you are.
Upon arrival in my room, the toilet was "running". A simple "jiggle" of the flush-handle fixed the problem but why?
The power supply to the in-room table was unplugged leaving no power to the table or the WIFI router. I had to find the power supply, plug it in -- not my job.
The coffee machine cord would not reach any power point or power supply from its position. I had to move it into the bathroom in order to brew a cup of coffee.
The room seems a bit run-down with furniture scratches, carpet stains and a roughed in panel in the bathroom.
April 7, 2013
Rated 1 out of 5 by Tony Housekeeping and Staff need some help
There was an old candy wrapper in plane site under the chair in the room. If housekeeping didnt take the time to pick garbage off the floor before we checked into our room then I know they didnt properly clean the room. The bed was messy also.
In addition, they called our room at 4:45am for a wake up call which we never requested. We didnt have any wake up call so not like they just screwed up the time.
The gentlemen who checked us in was pleasant and efficient. Other than that, the GM needs to work on his staff.
This excludes the massive renovation the property needs.
March 9, 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 4 out of 5 by JG19 Nice Place
The grounds were lovely, the rooms were very nice. My only problem was with the food. There was very little variety and what was available was very expensive. The Italian all-day restaurant was average at best. The fireside was a little better, but there was very little 'regular food.' Even worse, was dining after 10:00. The menu was so limited and Room service actually brought a frozen pizza to my room. I thought that was the most offensive thing I had ever been served in a hotel. Being a conference attendee, I was limited in my ability to go elsewhere for food, and my our meetings ran late, necessitating my ordering from room service. I was with a vegitarian and there was very little that served her needs as well.
June 28, 2013
Rated 4 out of 5 by Rumbda 4-Day Getaway
We took a 4-day Explorer Package offered through our vacation ownership and had a wonderful time. The restaurant at the hotel has REALLY stepped up its game. The service was great and the dinner food and wine were actually reasonably priced for a hotel restaurant. My husband and I shared our plates and the staff was kind enough to split our meals for us without making us feel like we were asking too much!
The resort golf course was in beautiful shape and the greens were perfectly manicured. Great job!
The resort itself could use some sprucing up. It is showing its age. There were some flaws and signs of wear in our room. Torn carpet, chipped furniture and bathroom fixtures. Some of the common areas could use upgrading and maintenance.
Also, the spa area could use some upgrading. The robes and amenities are showing their age. The water fountain with the fruit enhancements in the women's locker room was pretty horrible in appearance and I would not drink from it. The whirlpool area could use some new cushions on the chairs-they have been the same for years!
We have been vacation owners for almost 10 years at this resort and we enjoy it every time we come out to the desert. Please keep up the great work in the main restaurant! You are doing wonderful things there.
My suggestions for improvement would be the things listed above. Please do not let this beautiful place go downhill. I am proud to be an owner here and would hate to see my investment diminish.
February 27, 2014
Rated 1 out of 5 by babe60 unable to find parking
room 602 was across from the hotel cleaning staff supplies. you can hear their walkie talkies. they made noise when they would bring out supplies with their carts. we were near the back of a restaurant you can hear the staff talking and preparing to deliver food. this lasted beyond after 10pm
January 2, 2014
Rated 1 out of 5 by weykewl Very poor customer service
I checked into the hotel and was told that I was not going to get the room I had reserved - high floor, single bed. Then I discovered that the TV did not work and it was replaced and still did not work. Took the next day before it finally worked. Then to make matters worse, I have tried to get my folio emailed to me and keep getting excuses about why it cannot be done and sent to my business address. I actually left the hotel a night early even though I paid for the room because of my disgust with everything. I will never stay there again for work or personal trips.
February 6, 2013
Rated 3 out of 5 by Disappointed Somewhat Disappointed
I'm a big fan of Starwood but must say I was disappointed with the Westin Mission Hills. When we checked in, we requested a ground floor room with a "patio and a good view". What we got was a view of a cinder block wall that surrounded the patio. Because we were late and had to get to an appointment, we had no time to move to another room. The Mission Hills abutts a beautiful golf course but you wouldn't know it from the room we got.
Moreover, the parking is atrocious. We could find no parking near our room and had to park on the other side of the property.
March 2, 2013
Rated 1 out of 5 by Alan This hotel is not what is used to be
From the moment we checked in to find our guaranteed room was no longer available. For the lack of help in the restaurant for breakfast. For the lack of service at the bar. The housekeeper Saturday seemed to be the only one to clean the room, but when I asked the one Thursday and Friday for towels she said no. Just no...we were left two days with no bath towels, after long days on the course I had to wait over and hour each time after calling the front desk for a towel. Thursday she didn't even empty the trash can. The hotel needs some cosmetic help, hallways need paigning, they need to hire more help. barely anyone says hello- riding in a cart around property or the staff. Next visit we will most likely looking for another hotel.
April 8, 2013
Rated 4 out of 5 by DrComputer A bit behind the times
Since Westin thinks they are "green" resort it was a bit surprising that when I called ahead to ask about charging options for my electric car they were very confused and sent my call to the security department. When I arrived I asked the valet where to park (which I was instructed to do by security) and they were also confused. I was able to use a 120v outlet in their garage next to the golf carts. Upon check-in I spoke with the front desk manager who was also confused about what charging options the resort had. It's 2012 and there are thousands of EVs on the road now. For a "world class" resort to not have installed a J1772 charging station or even have a standard NEMA 14-50 plug available for guest driving EVs is a bit behind the times.
September 24, 2012
Rated 5 out of 5 by HonestBruce A great getaway vacation
There are many low score reviews here. Reading through them, the complaints include bugs on the outside and sometimes inside the rooms, and also the upkeep of the rooms are sub-par in some cases.
I found no visible bugs outside my room, and the inside is clean, fresh and very comfortable.
For the very few ants I found on the bathroom sink, I don't fault the property for it; the place is surrounded by grass and trees, a couple of bugs is actually commendable, not worth complaining about.
Front desk at check in is courteous. When my bathroom tub was draining slowly, a call to the service desk yielded a friendly technician within 10 minutes and fixed the drain.
My wife and I enjoyed our 2 nights stay and will definitely stay again in the future.
May 28, 2013
Rated 1 out of 5 by Bill1301 Room 1039
This room was totally unacceptable. The bathroom was poorly illuminated. The shower had missing caulking in the tile. The water controls did not cover the opening in the wall. In the main room the light fixture was crooked. The carpet was so dirty that when I walked on it in my white socks, they became black on the bottom! Room 1039 was so close to the road and the loading area adjacent to the meeting area that there was a constant din of road noise. As someone who is a frequent traveler, I found this room totally unacceptable!
February 12, 2013
Rated 3 out of 5 by Vicki13 Disappointed with stay
We are Starwood villa owners and have stayed in many of the hotels as well. This is the first time we have been disappointed with our stay. The overall property is nice but the rooms are dark and our tiny deck had a view of the hallway in the next building. The restaurants were understaffed so the wait was long and our order came out wrong. The reservations staff was very unhelpful with a request of ours and the front desk manager was also unhelpful. On a good note, the concierge staff was very good.
April 11, 2013
Rated 3 out of 5 by Dee1229 this hotel has a great staff
The staff were very attentive to our needs, and worked very hard (evident during a very busy time, with 100% occupancy). The grounds are very well kept; the buildings themselves looked tired and in need of a freshening and/or renovation. We were less than impressed by the food quality and food selection at the bar (full entrees but no snacks). What we didn't understand: why does the outdoor/indoor lobby have very loud piped-in music? It goes against the spa/vacation vibe of the place!
April 1, 2013