Marriotts Shadow Ridge I The Villages

Customer Ratings & Reviews

TripAdvisor Traveler Rating

422 reviews

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  Not up to Marriott Customer Service and Loyalty Program standards

  Terrible customer service that does not meet Marriott standards. Long lines at check in, matter of fact agents, and slimy people trying to sell you time shares. Also, no recognition or respect of Bonvoy upper tiers, they simply don’t care. I was fooled, this place was on my Bonvoy app, I’m a Platinum and thought it might be nice. Took FOREVER for my room to be ready. And just so you know my room was one mile away. Shuttle was sporadic to take me there. Go elsewhere, you can do better.

  Feb 04, 2025
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  Unacceptable cleanliness and poor customer service

  I recently stayed at Shadow Ridge from January 20-21, and unfortunately, my experience was extremely disappointing. When I went to take a shower, I noticed one long hair stuck to the wall. I thought that maybe, even though my hair was in a bun, it could’ve been mine. Then, as I looked around the shower, I discovered that the shower was covered in hair—both on the walls and inside the towel that was placed inside the shower—clearly indicating that the bathroom had not been cleaned after the previous guest. There were even small hairs scattered throughout. I am someone who almost never complains, so for me to bring up an issue like this, it has to be significant. As you can see in the pictures, I sent videos to my mom and asked her if I should say something or let it go. I am not someone who likes confrontation. When I went to check out, I reported this to the front desk, and I showed the staff member videos documenting the issue. While she apologized and said, “Oh no, that’s definitely not what we want. I’m so sorry about that. If you ever do stay with us again, just let us know beforehand, and we’ll send someone to make sure the room is clean and that the towels are changed,” this response was wholly inadequate. Cleanliness should be standard, not something a guest has to request in advance. I sent an email to the manager, Ms. Lynch, detailing the issue and requesting a refund for my stay. I even attached the videos again. Despite following up multiple times, I have yet to receive any response. This lack of accountability and poor customer service has only added to my frustration. I cannot recommend Shadow Ridge to anyone. Cleanliness, professionalism, and responsiveness are basic expectations, and this hotel failed on all counts. If you’re considering staying here, I would strongly advise you to look elsewhere.

  Jan 27, 2025
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  Family vacation

  My kids loved this resort. The kitchen was fully stocked and i even did laundry. The room was spacious and bed was comfortable. The pool was amazing for the kids. The big screen tv was a hit. The only complaint i have is the restaurant in the pool closes a bit early and I wished it was opened a bit later. The magic show was also really nice.

  Oct 11, 2024
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  Unexpected Issues

  This was my second stay at this property, and the first stay, several months ago, was great. This time, upon arrival, there was hair in my bathtub, pistachio nut shells on my nightstand, and trash on the kitchen counter. The ceiling fan was broken, bathroom fan was dirty, and the pot for the coffee maker was missing. I didn't complain to management, because I was there as my friend's guest. She gave me her coffee pot, because she didn't need it. We all noted that there didn't seem to be enough parking for guests, and this stay was extremely noisy, with loud voices and stomping throughout.

  Sep 25, 2024
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  Another enjoyable stay with the family.

  We have been coming to Shadow ridge for probably 10 years now and it’s our favorite place to stay in Palm Desert with our children. The resort is clean, spacious and has a welcoming and accommodating staff. There is a good variety of activities to do with the whole family which is great because you’re never bored. We had a lovely 2 bedroom villa on the golf course. We liked the daily texts notifying us of events happening at the pools and Mirage Activity. They also have a QR code ordering system at the pool so the food gets delivered right to where you’re sitting which is very convenient. Prices are pretty steep, so be forewarned. The average cocktail is $14 plus tip. A hot dog and fries was $12. The only con I have to mention is that maintenance is beginning to slip a bit in the villas. We noticed 4 things in our villa that needed repair but the front desk offered to send someone up within the hour to repair. Excellent customer service. It’s also important to note that they no longer supply the bbq tools in the villa. You have to get them from the front desk. All in all, it’s still a fantastic resort and we will definitely be back again next summer!

  Sep 02, 2024