TripAdvisor Traveler Rating

Our recent stay at the Marriott Resort in Palm Springs left much to be desired, especially given the premium we paid for our accommodations. Upon arrival, we were assigned a room where the air conditioning struggled to keep up with the scorching 115-degree weather outside. Despite notifying their customer service from our room, we were informed that the resort was fully booked and no other rooms were available. Instead, they sent an engineer to address the issue, attributing it to a supposedly clogged air filter. However, upon inspection, the filter appeared new and the AC unit could only operate at one speed. After persistently following up, we were eventually offered another room several hours later. The front desk receptionist empathized with our situation, acknowledging that such inconveniences are unexpected, especially at a high-end resort. To make amends, they comped our breakfasts for the remainder of our stay. The transition to our new room, however, was marred by another lapse in service. We discovered that we had left some personal items, including hats, in our previous room. Despite assurances from the staff, the retrieval process was mishandled. We were initially told someone would check and get back to us but we received no update. It was later revealed that nobody had occupied our former room, raising concerns about the whereabouts of our belongings. Upon raising this issue again with a more helpful front desk receptionist, we were directed to document our lost items on a website for their lost and found department. Unfortunately, despite following up diligently, a month has passed and we have yet to recover our hats or receive any further communication. Overall, our experience at the Marriott resort was disappointing, tarnishing our expectations of their brand. While some staff members were sympathetic and tried to assist, the mishandling of basic amenities and lost items overshadowed our stay. For a resort of this caliber, we expected more proactive and efficient customer service to rectify these issues promptly.

During our recent stay at the JW Marriott Desert Springs, we were fortunate to be assisted by Ruby at the front desk. Despite our late arrival, Ruby went above and beyond to accommodate us, ensuring a smooth check-in process. Her warm smile and friendly demeanor immediately made us feel welcome. Ruby provided us with numerous recommendations for activities and dining, which truly enhanced our stay. Her local knowledge and willingness to help were invaluable, and she consistently checked in to make sure we were enjoying our time at the resort. Thanks to Ruby, our visit was exceptional, and we never once had to worry about accommodation details (she even remembered my wife and I’s names!). This beautiful resort was made even more perfect because of Ruby and her service in making our stay so memorable!

This hotel was gross. From the outside, the expansive and green property looks stunning. When you enter the hotel, the boats that are inside the hotel that one can take to tour the property are impressive, as are the black swans. However, once you reach the pool, it's jammed with screaming kids. It was filthy. The weak, faded green turf around the pool is worn out and needs updating. The server at the poolside restaurant was terribly rude. The rooms are underwhelming. There was no safe in my two grown son's room. So they said they would 'bring one up.' So someone could just walk out with a safe that would be put in the room? The safe never showed up. The bartenders were overwhelmed with so many people trying to get a cocktail after some huge ballroom dancing contest. My cocktail was weak and overpriced. We paid for one night instead of the three we had planned on. As a result, the price of the two rooms was significantly inflated due to the change. It was worth it, because staying at the JW Marriott in Palm Springs one more night, let alone two more, would have been a massive disappointment and waste of money. It's awful.

This is the second year we stayed at JW Marriott because of the 'Desert Classics' dance competition. I reserved a room with a resort view four and a half months ahead. Upon arrival, I was told they do not have any resort view rooms available; in fact, I am lucky I can get a room. The front desk guy (a skinny guy with a light mustache) actually said that it depends on what I consider a view - mind-blowing. Got to the room and the AC was set at 63 F, but the temperature inside was 77F. Talked again to the front desk, whose only solution was to send a technician - after midnight. I asked again for another room but I was told they do not have one. This is the absolute last time here.

DONT STAY HERE!!! Horrible stay! Our 1st room was so hot so they moved us to another room and that room was even hotter!! We called and complained and all they did was send up an electrician to look at the a/c and he changed the air filter then said he would bring up 2 fans. Wow $450+ a night and this is how you treat your guests!?. Woke up so hot and sweaty I would NEVER come back here! An employee told me that the hotel renovated the rooms but never changed out the a/c units. So sad all the money they make and they couldnt buy new a/c units! This is the desert in the summer!! The staff know about the bad a/c units but don’t seem to care and act like it’s something new. Complained again in the morning and all they could do was refund half of what we paid. Don’t recommend this place at all. The boats are cool though lol