Ace Hotel and Swim Club

My two friends and I spent Memorial Day Weekend at Ace Hotel Palm Springs and had an incredibly disappointing experience. We arrived Saturday afternoon around 12:30pm and went to check-in. The woman working up front was quite cold and didn't deliver the type of customer service you would expect to receive at a hotel. Thankfully our room was available so we were able to check-in early. She provided us with our room keys and said our room number out loud (which if you are at all familiar with hospitality, this is a big NO NO) and gave us a map of the hotel. When we had booked, we received an email stating that on Saturday the main pool would be hosting a Memorial Day Weekend pool party hosted by an event company. This was a 21+ ticketed event, meaning if you wanted to attend you had to pay an additional $35/pp for a ticket. We went ahead and bought them since it was advertised as "the largest Memorial Day Weekend pool party in Palm Springs." After going to our room and getting ready, we headed to the main pool to check-in. What we saw was a surprise to say the least. The crowd was pretty much all men, and it felt very apparent that my friends and I would not be welcome there or feel comfortable attending. We immediately left and went to the "Commune Pool." Already off to a rough start. Of course, the Commune Pool was busy given the amount of guests who were there with their families or did not previously purchase tickets to the pool party. There were zero pool chairs available so we just put our towels down by the pool. We tried to make the best of our situation so we put in an order for food and drinks. After about 25-30 minutes of waiting, my friend went to ask the manager if there was an update about our order. Apparently, the wait staff never rang in order. The manager was kind enough to rush everything and comp our food and drink for the inconvenience. Thankfully the remainder of the day went well. The next day, we went to the Swim Club pool. By 11:00 am all the pool chairs were occupied so we again placed our towels by the pool and waited for some people to leave so we could claim the chairs. After a few hours in the pool, our friends and I noticed a woman had moved our belongings off one of our chairs and was sitting on it. When we kindly told her that those chairs were occupied, she rudely stated "I'll move when the third person gets here." It was incredibly clear that those seats were ours and everyone else at the pool was respectful enough to understand that if a chair had belongings on it, it clearly belonged to someone. To avoid any further altercation with her, we asked management to step in. The managers solution was to either have US move somewhere else or add an extra chair next to us which would have been right next to the pool and along a main walkway - big safety hazard. Not to mention that the woman who was in our spot already had a paid daybed with her party. Eventually she did move but only after her and her party sweared at us and fought with management. Management tried to make up for it with us by again offering comped food/drink, but at that point we were all incredibly disappointed with how the whole situation was handled. In what world does it make sense to tell a group of 3 other people to move vs. telling 1 person to move or return to her PAID daybed? Now for the room. The room was fine but the decor was...odd. There were tarps draped across the wall (with multiple stains) and no full body mirror. The shower was only a rainfall head with TERRIBLE water pressure. The only plus was that the beds were comfortable. The only saving grace during our stay was the food and service from Sarah that we received at King's Highway. All in all, I think Ace Palm Springs really needs to re-evaluate their definition of "proper hospitality." To close off their main pool on a holiday weekend for an outside pool party was a slap in the face for many paying guests, especially those who were there with their families. Not to mention, unprofessional front desk staff and management that are not capable of properly and fairly deescalating situations. For costing over $1,000 for two nights - the stay was absolutely not worth it and we will never be returning.

The volume of the "music" around the pool is deafening. It's not really even music so much as a DJ playing annoying pounding beats as if you are in a very loud factory with a constant pounding/banging noise that can be heard a felt within a half mile. It makes your windows rattle and is the least closest thing to enjoyable or relaxing around a pool. If it was actual music it would be fun. I can't imagine all the other hotel guests here and at adjoining properties as well as all the residents around the perimeter of ACE wanting to put up with this. I don't recommend staying here unless you like a high decibel ringing in your ears. This could have been so much nicer with actual music.

We have stayed at the Ace a few times but this trip was my favorite. Our room was quiet which I requested being a light sleeper. Beds are very firm which I prefer. Loved the shower. Only complaint was the TV channels were sometimes showing and sometimes were missing so we had to turn the TV on and off a few times. I loved staying during the middle of the week because we could easily get a spot at the pool which was our main reason for booking. It was easy to get beverages (friendliest bartenders and servers!) and although poolside refreshments were pricey - they were delicious. Hope to be back for another middle of the week stay soon!

My boyfriend and I stayed here for the weekend at ace hotel, it was okay wont be back, due being charged for drinks at the pool when we never signed for so I assume random people charged it to our room (pretty crazy they don’t check ids to confirm that is their room number ) it’s one thing for guests to do so, but it’s another to be getting checked out, by rude staff in the front. I addressed my issue when being charged for an amount of $63 for drinks we didn’t authorize being charged to our room, she “manager” didn’t once apologize, as if I was in the wrong ? I have family and friends back in Los Angeles that I was going to share this hotel with and stay at when they come out solely of poor service at the end, I recommend another location.

Fun place, particularly around the pool. Room was a little rough around the edges for the $. Could use a paint job. Will go back. Different experience than a Marriott or some place like.

My wife and I are from Orange County and we stay at this property every year for anniversary… We’ve always loved the vibe, the pool and the experience… We made a reservation to stay here for our anniversary again this year last weekend. We arrived at 1 o’clock on Friday and we’re extremely disappointed by what happened next! There was an extremely rude woman at the counter. It was very dismissive and Short with us. We asked if there was anyway we could get a room somewhere near the pool since it was our anniversary. She told us there were no rooms available anywhere near the pool and then there wouldn’t be any rooms available until later in the afternoon. We asked if perhaps there might be something open on Saturday and if we can check back in. She was again extremely rude and dismissive and told us that there wouldn’t be any openings on Saturday. However, she said she’d text us on my number which I gave her as soon as her room became available. We waited until 4:00 and didn’t hear anything. When we asked for an update, she said there was nothing available and then as soon as that way, she’ll let us know. We returned again at 5:30 PM after waiting for and a half hours when we can see that every single person coming in was being given a room and it clearly by this time house keeping. had cleaned all the rooms. She still hadn’t text us so we walked up to the dentist and asked her if our room was ready. She informed us that she didn’t have any good rooms available and if we wanted to continue to wait for a couple more hours, she would put us into a better room but if we wanted to get him a room right now, she could give us an upstairs room in the back of the property. We had already waited 4 1/2 hours and at that point we took the room she gave us went upstairs into the room and it stunk like feces. I don’t write very many reviews. And it’s extremely rare that I write bad reviews… We’ve always liked this property as I said, we liked the vibe, the people, food and pool - and this time - we were treated like &/$::) and it feels like the customer service has really tanked and that they don’t care about the guest experience! Really disappointing anniversary experience!

First of all the team were all lovely and very helpful especially in the restaurant. The food at breakfast was also top notch. The rooms (cleanliness and no tea/coffee) and noise however do let the place down. It has a great 60's/70's vibe and understandably would appear that the blaring music around the pool is part of the swim club experience but if your staying in a room around the pool then your signing up to that so would advise requesting a room further away. The coffee bar opens at 6 so you can get hot drinks from then but nothing in rooms. Location is good and as I said team very nice.

Great Property

Kind of your average hotel. No full length mirrors in the rooms. Nice mini bar/snacks in the room. I was just underwhelmed at the care and service.

I stayed at the Ace Hotel & Swim Club in Palm Springs and had an experience that was not only deeply disappointing but also disturbing. At some point between 6–9 PM, hotel staff entered my room without permission to drop off cookies, despite a clearly displayed "Do Not Disturb" sign. My jewelry and personal belongings were out, and I felt completely violated. This was an unacceptable breach of privacy. To make matters worse, the air conditioning did not work, and I had to request a maintenance person to enter my room around midnight just to get it functioning — which took a long time to kick in, adding to my discomfort and anxiety. When I spoke to the night manager, Victoria, about these issues, she was rude, dismissive, talked over me, and made me feel like I was overreacting. Instead of acknowledging the seriousness of the situation, she gaslighted me and showed no professionalism or empathy. When I was ready for bed I noticed the pillow cases were stained. Then I was up all night listening to the loud sound of birds in a tree right outside my window. At checkout, I attempted to follow up with management, but my email was ignored, and the manager simply gave me a small discount on the hospitality fee, with no meaningful apology or accountability. I am now in the process of filing a police report for trespassing and exploring legal options. No guest should ever be made to feel this unsafe, disrespected, and unheard in a place that markets itself as a boutique hotel experience. I do not recommend this hotel to anyone who values privacy, safety, or professionalism.