We travel to Palm Springs every year for my son's basketball tournament, and this was by far the worst hotel experience we've had.
I booked a superior room with two queen beds through Expedia but was placed in Room 318, which turned out to be smaller than the standard rooms my fellow basketball moms bookedโand they paid less. When I raised the issue, staff claimed no other queen rooms were available and seemed indifferent to our concerns. No adjustments or accommodations were offered.
To make things worse, our room shared a patio with Room 317, which we werenโt told in advance. With two small children in our group, we were uncomfortable having three adults from the neighboring room constantly on the shared patio. It raised serious safety and privacy concerns.
The manager never spoke to us directlyโdespite multiple requestsโand instead sent messages through front desk staff. We were only offered two drink vouchers, and our request for a partial refund was denied.
Between the room downgrade, lack of transparency, and poor customer service, this hotel completely missed the mark. We wonโt be returning and will be advising other basketball teams to stay elsewhere.