SpringHill Suites by Marriott Palm Desert

I've stayed here before it's always a matter of last minute booking due to usually prefer other Marriott options. Have had 1 horrible experience in the past here before in which the Front Desk gave out my phone number and name to another guest. But today's experience on Dec 29th was nearly as bad. Booked reservation and started driving in from Los Angeles. Went to front desk to checkin and was told CANDI HERNANDEZ the General Manager cancelled my reservation. No reason given, only that the GM Candi Hernandez cancelled it herself. No notification before I made the 2hr drive from Los Angeles that she cancelled. I would highly recommend other stay away from this hotel. I started filing a formal complaint with Marriott. I am a Titanium Elite Member in the Bonvoy program. But also have deep relationships with Marriott spanning 30 years, not merely as a guest but in business with their Executive Board over the decades.

It is evident that the staff is poorly trained. My bill was for $905.00. The authorization was for $950.00. Why? The general manager’s response was “I told you exactly why because incidentals is $20 a night and that Marriott's system rounds up they don't authorize exact amounts that is not anything that anyone at the hotel has any control over.” $20.00 a night or $20.00 per stay? You get a different answer depending upon whom you speak to. It appears to me that Marriott’s system rounds up to the next $50.00 for the authorization. Fine. If that is so, the front desk staff and the manager should know about this and explain this to the guest. The general manager staed the following: “hold is $20 per night and Marriott systems round they don't do exact amounts. Looks like the staff was so confused as they are new and have not been here for anyone staying more than 3 nights and have never been asked about the incidentals so they were a little confused which I have gone over with them already this morning.” Seems to me the training should have been done beforehand. Also, I never knew that staying more than 3 nights can confuse a staff so. Now….the advertised laundromat. Two washers and only 1 dryer. It is evident that one dryer had been removed. Also, they were out of soap and out of quarters. I can assume that they really do not want people using the laundromat. And…..the wi-fi signal. While I cannot accuse, I believe that the hotel uses a signal jammer, which is highly illegal. I know that the signal can be weak in a big building but even going outside the signal was non-existent. The above were our problems. We had friends staying at the hotel at the same time. In one situation, they were told upon check-in that they could split the bill. Upon check-out, the person at the front desk said she did not know how to split the bill. Again, improper training. Another friend uses a CPAP machine. The electricity automatically turned off while she was sleeping because it did not see movement. That compromised her breathing. This is the hotel not to stay at. Plenty of investigation needs to be done.

everything is perfect.

nothing at all

Great location close to many shops and restaurants as well as being a few blocks from the McCallum theatre.

We were 4 friends travelling together staying in two rooms with 2 queen beds. Staff when checking in was exceptionally rude and unhelpful. We arrived early and the room wasn't ready which was fine, but when we asked if we could leave our bags with them while we went out, we were told no, the hotel don't offer this service, the head of house keeping happened to be there and corrected her and said yes we can do that and took our bags. When checking into the room, ours was OK, but our friends had issues, there was no hairdryer (same hotel receptionist said the hotel don't provide hairdryers and it wasn't the hotels problem she couldn't dry her hair, however we had a hairdryer in our room and when asking a different staff member, they gave my friend a hairdryer). Also, the electric kept cutting out which was a necessity as my friend had a CPAP machine (don't stay in room 330 if you need constant electric for medical equipment). This was 'fixed' but happened again the next night. They had to move rooms but then the shower in the new room was reversed so cold was hot and hot was cold, the bathroom door didn't shut properly but otherwise OK. While trying to sort the issue with the electric, I accompanied my friends as they are not very good at complaining. I interjected a few times but got back chat from the same staff member whom I had to tell to keep quiet as I was addressing the manager, not her. Every time we saw her and needed to ask something she was always rude, eventually I complained about her to the manager and advised she should not be dealing with customers with that attitude. We went to check out at 6:30am as we had a taxi booked for 7am, the member of staff couldn't split the bill between me and my friend who was sharing one room as she didn't know how to operate the system to do so. Would not stay here again as staff very rude and unhelpful.

Pour breakfast, sad