Indian Wells Resort Hotel

ing professionally, which really took the stress off the situation. I truly appreciate their flexibility and excellent service — highly recommend!

me. However, the next morning I woke up with a sore back due to the bed being worn out. The bed actually had a “U” shape in the middle. That morning, I spoke with assistant general manager Maria Gutierrez. Gutierrez apologized and informed me they would do their best to get a new bed. We left the hotel and approximately an hour later she telephoned me. Gutierrez stated they would be upgrading us to a better room and had a better bed. As we were not in the hotel, but instead watching the pros play tennis, I informed Gutierrez that I wasn’t available to remove my belongings from the room and place them into the new room. Gutierrez informed me that they would do it. Not only the staff moved our belongings, but Gutierrez personally helped. As we arrived to the hotel later that evening, our new keys were at the front desk. Upon entering our room, our belongings were exactly placed just like we had them left at the previous room. I was very impressed with the service, professionalism and the guest service this hotel provided due to Gutierrez supervision and her attention to details to make a guest feel comfortable. I would highly recommend this hotel. Specially the way Gutierrez handle to situation as an assistant GM. Great place, great staff. 10++++ for sure in service and location. Thank you very much.

, but it doesn’t have the impressiveness that I imagine it had when Lucille Ball & Dezi Arnez owned it and all the mid-twentieth century icons performed here (from Ella Fitzgerald to the 5th Dimension) and Arnold Palmer golfed here.

plugged the dryer from the Bathroom wall to use my own and completely mortified by a cockroach right on the outlet. Spent 20 min trying to find where it went so I could finish rushing out to my son’s tournament. Went to the desk immediately and she was so nonchalant. Would not agree to let us move room because they were sold out tonight and she was so rude. It was 7:30 am. I am sure they had one room as check in is not until 4. The only nice guest service agent was the one when we checked in. Taking our money! The rest were plain rude and not apologetic. I’m siting here is this room now after a long day at sandstorm and completely grossed out. The only thing they offered was to not charge us for parking- in a self park parking lot. Absolutely ridiculous. The beds are hard. Pillow are horrible. The mattresses make a sound every time you move around on the bed. No sleep. The water does not get hot enough for showers. Would not recommend this hotel.

med it was a routine process happening gradually and did not think much of it at the time. After entering my room and putting my belongings down, I planned to go for a walk. As I was leaving, a locksmith THAT DID NOT WORK FOR THE HOTEL stopped me and asked which exact room I was staying in, which immediately made me feel uncomfortable. Because of that interaction, I went to the front desk for the first time and told them that the situation made me uneasy and that I would like to switch rooms. At that time, there were still other rooms available, but my request was not accommodated. Angelina S was working at the front desk along with three other staff members. I then went on my walk but still had an unsettling feeling. When I returned, I went to the front desk a second time to ask again about switching rooms. The woman helping at the desk threw her hands up and said, “I’m just helping out, I don’t know what to do.” I then asked to speak with the manager and spoke with Maria G. This was the third time I raised the concern. I explained to her that “it’s probably nothing, but it made me uncomfortable and that’s all that should matter.” I again asked to switch rooms, but she did not offer to move me. Later, after dinner, I returned to my room and noticed that the sliding door in my room (which is on the first floor) did not lock all the way. I then checked the exit door to the hotel hallway located to the left of my room, next to Room 116, and noticed that the door that normally requires a hotel key to enter was also not locking and you did not need a key. Due to the lock replacement situation, none of the doors were secured. At that point, I called the front desk for the fourth time and again requested to be moved to another room. This time Daisy and Angelina S told me that there were no rooms available. I then asked for a refund so I could find another hotel. However, they said there was nothing they could do. Unfortunately, all other nearby hotels were either sold out or charging over $700 due to a tennis tournament, which was outside of my company’s travel budget. Because I no longer felt safe staying in the room, I packed my belongings and drove three hours back. Before leaving, I told the staff at the front desk: “I hope the next time someone tells you they feel unsafe, you believe them.” Throughout the entire situation, I remained calm and never raised my voice. The staff did not apologize or acknowledge the situation, and my concerns were not taken seriously.