General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating1459 reviews
This was my third time staying at this property. The ground was spectacular especially with the mountains and Breathtaking views all around. We went to the lobby bar and Augie was very helpful. The sushi was fresh! The pool was phenomenal. The rooms were comfortable during all my stay. Special shout out to David and Izzy who made my stay extremely memorable. These gentlemen went above and beyond to recommend things to do in the area. This is why I always return. Thank you for making me feel at home.
property not giving resort vibes...
Would have addressed the following with hotel directly though TBH do not feel like performance managing on holiday and we did not receive a feedback survey on check out. Check-in: staff were unsure, check in process inefficient. Provided with hotel map that was hard to read due to amateurish design Room: booked king room for 3 adults though sofa bed mattress was bare and no linen found in room. After calling front desk, linen was dropped off outside room without knocking to let us know it had arrived, we had to make up the bed ourselves. Towels were oddly mismatched. No robes available in room which should be a basic amenity for a resort. Walls thin, could hear constant coughing on one side and blaring TV on the other. Cleanliness: Large white stain on sofa. Brown residue splattered on the inside of the shower, came off with wet washcloth. Garbage left for considerable time in hallway outside several rooms. Garbage on walkway outside pool remained for more than a day despite seeing several staff passing by. Maintenance: Long cable dangled from window track. Shower head connection was leaking so badly that it sprayed onto floor. Common spaces: Lobby very dated. Many ad hoc concrete barriers hive off valet spots making it confusing to navigate to self park spots. Did not align with expectations for a resort or Premium Marriott property
Housekeeping could improve, seriously!
We stayed on the 4th floor. Having visited this hotel many times over the years it seems that the cleanliness standards have dropped. We saw a used facemask and half eaten apple on the 4th floor corridor for 2 days. Hopefully the management can help to improve on this as we do like the hotel.
Mixed experience during 4 day stay
Stayed here for 4 night, in a two Queen suite, 7th floor. We had a mixed experience. Sharing so others can consider as they plan their trip. Pro: Checkin was smooth and friendly. Pool area was enjoyable, service on one of our days was fantastic by the pool. Don’t remember the servers name but she was delightful, cheerfully coming around to checkin if we needed anything. Bar staff at The Place and breakfast were all great and lots of different areas to sit and relax around fire tables or playing lawn games outside. Cons: Our room was comfortable the first night, not spotless clean but fine. The second day, we returned that evening and our bathroom and the area around the coffee maker and fridge had ants all over. Contacted the front desk and they said they could move us rooms but it would be down on the 3rd floor and in a louder area. When we asked for another option the women we spoke to said there was no other room. No apology or other option offered. We asked to have housekeeping in to do a thorough clean (as offered by the hotel) and they said they would tell the housekeeping manager about the ants and he’d see what they could do. We had thrown out food we had stored in the cupboard near the fridge because ants were crawling in there. When we returned to the room a very basic clean had been done. But ants were once again all over bathroom. We contacted the front desk and someone else told us they did have a room available on the opposite side of the 7th floor. We packed our stuff and moved there. The first night in that room was great and no insects in room. The next day we had no hot water in the shower and the light to the walk-in closet had burnt out. We figured the lack of hot water was a short term issue and we swapped a light bulb from a lamp in the room so we could see our things in the closet. The next morning when showering before checking out, still no hot water. Called the front desk to see if there was something up and they said they could send engineering up to take a look. No apology. We declined as we were needing to leave in a short time to catch our flight and didn’t have time to have someone in while we were getting ready to leave. They said they would look at our account to make an adjustment on our charges to accommodate for the lack of hot water. They never did and there was no acknowledgement of these inconveniences when we checked out. We are pretty flexible travellers and have stayed in all different types of accommodation. We don’t expect hotels to be perfect and generally don’t write negative reviews, especially when a hotel cares about making your stay enjoyable. One or two ants and a burnt out light bulb would be fine. However, at the rates this hotel charges, things like hot water and your towels and properly stored food being covered in ants makes you feel like you’ve wasted your money. They didn’t seem to care about their customers experience at the end of the day or helping to make your stay relaxing. Moving rooms mid stay was inconvenient and took time out of our schedule. We threw out food we had purchased. Moving to a new room because of bugs and then not having hot water was a let down. There are some nice things about this hotel as long as you are aware that you may be paying more than the quality of what you receive. Their servers and wait staff were great, we tipped them well. The rest of the customer service came up short. I have experienced other similar and cheaper hotels to care more about their customers experience, and to have hot, ant-free showers.
Pros- Beautiful resort in Indian Wells, CA. Fantastic golf, pool, gym, a small beach, tennis courts, table tennis, camp Esmeralda for little kids, Cava Restaurent, sushi bar, biscotti cafe. Fantastic rooms! Loved the food too. We ate one meal everyday and had no complaints. Everything is top notch! Cons- Far from Palm Springs downtown. Lots of traffic lights and takes about 30-40 mins to drive from the resort to the downtown. There are lots of restaurants in Indian wells if you to eat, just not fancy ones.