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TripAdvisor traveler rating2762 reviews
My Marriott Bonvoy American Express card gives me one free stay per year. I used it for the JW. We checked in at the Gold Elite desk ( we own a Marriott time share) and asked what our reward for the Elite status would be. Turned out to be an upgrade to a suite. Though it was a long walk to our room(s) it was well worth it. Living room, bedroom and a large bath with a free standing tub. A deck that spanned both rooms with a nice view of the mountains. Luxury at it's finest. Though services are limited due to Covid it did not diminish how wonderful our stay was. TIP: The valet parking people are not the same as the bellman. Just because they take your bags out of your car doesn't mean a large tip. They just hand it over to a bellman who takes it all the way to your room. They should get the larger tip.
Great service by Adam
We have been greeted by Adam in valet , he has good energy, all the knowledge about the hotel location , gave us recommendations. Asked to assist with our luggage. The good morning with the positive energy makes people’s day ! The hotel is really nice and spacious! Housekeeping staff would greet us every time we pass by.
My wife and I chose this hotel based on the reviews and pictures. Once we arrived the disappointment was immediate. I booked my room with my corporate discount code like I have many times with no issue. Upon arrival when we checked in the person at the front desk asked me for my corporate id. I told him I didn’t have one and that I didn’t even have my business cards with me because I don’t travel for personal purposes with my cards. At no point did they person even acknowledge my status of Titanium elite and he didn’t care once I mentioned it. I spend over 100 nights a year in Marriott hotels for work and missed Ambassador by a couple thousand dollars last year. I turned to my wife and said I guess this is what I get for being so loyal to Marriott staying 1/3rd of my life in their hotels. The front desk person then said let me check with my manager and he goes into the back for a minute, he then comes back and continues checking me in. I had to ask him if they can honor the original rate, he wasn’t even going to tell me. He tells us that they Can’t honor the rate but will wave the resort fee. Fine it is what it is, and the rest of the day was fine. That night our neighbor in the room next to us decided to have what sounded like an all-night rave hooting and hollering and yelling and loud music in the hallway until very late at night about 2-3 in the morning. My wife called the front desk to complain and as soon as she hung up they did stop, we aren’t sure why. It was way to soon for security to be up there unless others had called. Next day at the pool it got very busy, make sure you go out early to get chairs you want especially on a Saturday morning. Early afternoon I needed to go up to the room for a very minor medical reason but was told by security if I left they couldn’t let me back in, that I would have to wait on the line to get in which could be up to 20 minutes. I explained to them that my personal belongings and my wife were still at our chairs and that I was coming right back. They didn’t care and said I had to wait on line. This makes no sense if I leave and they let 1 person in that person still will not be able to find a spot because my stuff and wife are with my chair. I didn’t leave the pool and went back to my seat. At this point I’m very annoyed as is my wife and I’m starting to question my loyalty to Marriott. They are running the pool like it’s a big pool party at a hotel in Las Vegas! My wife decided she was going to call the front desk for help and see if they could help. Well it took over 20 minutes to be connected to the front desk, finally security came out and found us and was able to help with my minor medical problem. At the end of the day we went up to the front desk to speak to a manager and were able to speak to Mason and Ozzie. They were very helpful when we told them about check in and the pool. They were very apologetic and even reduced our rate for our 2nd night and included breakfast for the next day. That night the rave next door was back but ended a little early but all-night people were in and out of that room. Because of the number of people in and out of the room I feel like the person was dealing drugs out of this room. In the morning someone had thrown out their garbage in front of my door probably intentionally, thinking our room was the one making all the noise. We tell the front desk and they cleaned it up very quickly. This was our last day and we have a late check-out, so we went to the pool for a little more sun and relaxation before we have to drive the 2 hours home. Once the bar opened I decided to get drinks for my wife and I but I forgot to grab my mask. At the bar the bartender starts engaging in conversation and takes my order. He then hands me a paper mask and asks me to put it on. Ok I get it its COVID and we should be wearing masks this is not my issue. My issue is that the last 2 days I watched person after person go up to the bar with no mask and get drinks. In fact, the people sitting next to us just came back from the same bar with drinks not wearing a mask. My issue is the inconsistency in treating people in this situation. At this point we decided to leave and not spend anymore money here.
Awesome Hotel During Covid - So Close to 5 Stars
My wife and I really enjoyed our recent 5 night stay at this hotel for a covid getaway trip. Hotel is beautiful and grounds are perfect. Hotel was empty during the week and about 300 of 900 rooms full during the weekend, so it still felt pretty empty - which was nice to be able to stay away from crowds. Hotel rooms were large and updated. Daily breakfast and service were excellent! Parking was easy and included in resort charge. 4 different pools gave tons of options for hanging out in the sun. Unfortunately, the pool area is what took away the perfect rating. The cleanliness of the main pool area was not up to the standards of a high end resort. My wife and I noticed that no one was cleaning up around the pool during our stay - and it was obvious. We were out there most afternoons 5 days in a row. Trash, clumps of hair (the same hair on repeat days in the same spot), towels, food, etc were all left out for extended periods of time. Maybe they were short staffed or maybe the crowd was a bit messier than normal, but it was kind of a bummer because the pool and bars are huge and really nice. Just seemed like there wasn't attention to detail around the pool and there should be. Location is really ideal. 20-25 minutes from downtown Palm Springs and plenty of things to do in between. Desert Springs itself is beautiful and near surrounding towns that are worth checking out. This JW is a great option for a Palm Springs trip! Would definitely stay here again and had a blast during our stay.
Most Amenities Closed/Ghost Town
A real disservice to the Marriott brand. Really sad. With most amenities closed, and few guests, and limited service at only two if the resteraunts, we wish we had skipped it. The main attraction is the swimming pool which is open. My view would be different if the price reflected it and they had lots of warnings. Neither is true.