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“Beautiful resort but the front desk needs to learn how to communicate”

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Westin Mission Hills Golf Resort & Spa
Ranked #5 of 8 Hotels in Rancho Mirage
Certificate of Excellence
Calabasas, CA
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Beautiful resort but the front desk needs to learn how to communicate”
Reviewed 5 September 2011

I would have given an excellent rating but the front desk needs to know how to better communicate with their guests rather than just making excuses. We stayed at the resort 2 nights: August 31st and September 2nd. When we checked in the front desk told us their occupancy rate was only 14% - not surprising because of the time of the year and the heat. She gave us a upgraded room on the 1st floor, which was beautiful. However, the second night of our stay they put a family with kids on the 2nd floor right above us. Bear in mind this resort has hundreds of rooms. The kids were running back and forth and were making a lot of noise. They settled down - but then we were awoken at 7AM with the running around. When we checked out I asked the front desk WHY they put a family with kids above us with only 14 % occupancy and having hundreds of rooms available. She then said: we had more people checking in Sept 1st , we don't know if anyone below their room was occupied; tell us next time that you don't want anyone above your room. That's the way to communciate to your guest? A simple apology would have been sufficient! Also, they charge a very high "resort fee" $27/night - but everything you do there is extra

Room Tip: Don't stay on the first floor!
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  • Stayed September 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Bschindy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Denise H, Manager at Westin Mission Hills Golf Resort & Spa, responded to this review, 7 September 2011
Dear Bschindy,

Thank you for your comments and concerns. I will share your posting with our team to ensure we communicate in all areas to make sure your furture stay is most comfortable. Should you have any future questions or concerns please feel free to contact me directly at denise.harnett@westin.com.

Be well,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (688)
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English first
London, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 3 September 2011

We have been visiting your hotel regularly for about 14 years, and have stayed most years since then. I emailed in advance to request a room in our usual buildings 7,8 or 13 and this request was courteously met.

The room was great as always and alll staff were courteous and professional. The bed was comfortably and the decor was tasteful. Food was also good.

In terms of constructive feedback there are a couple of points I would like to mention. We stayed for 6 nights. Over the weekend there seemed to be a lot of groups and the hotel was packed. It was here that the strain started to show. Breakfast staff were clearly overstretched. We were not checked on for the duration and had to ask for the check at the end. One of the pools was also blocked for a private function, meaning by 10am there were no chairs for the rest! This i do object to. If you cannot accommodate your other guests comfortably don't restrict the facilities by blocking off a pool. The pool staff did their best but it was a bad decision as a lot of "regular guests" were annoyed.

We also had a problem with the "free" local calls that come with the mandatory resort fee. We thought we had made a couple of local calls (which we never actually managed to get connected) but seemingly the same area code extends outside of what Westin deems a local call. There are no details to be found anywhere from a guests point of view. We are from the U.K. and were not familiar with the system yet there was no information to be found, we did get the bill reduced but still had to pay some of it which was a shame

Lastly, the property is just starting to show signs of wear that are not acceptable to this standard of property. Particularly the pools and hot tubs look very tired in places with cracked tiles and discolored surfaces. Our bath was also cracking and peeling.

We visit Palm springs every year, usually for anything up to a week. The Westin is still my favourite property but for the first time we might consider our options next year.

  • Stayed August 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank Quagm11re
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
La Crescenta, California
Level Contributor
7 reviews
Reviewed 31 August 2011

This is a very clean property.
Room was large and spacious. Went there with family and had a great time.
Only down side of this property is that the pools are a bit small for the size of the resort.
Staff is extremely friendly and helpful.

  • Stayed August 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Caroline J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
La Quinta, California
Level Contributor
164 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 154 helpful votes
Reviewed 21 August 2011

Spectacular grounds, not cramped, privacy, private patio, beautiful view, and so relaxing with all of the comforts of home.
I treated myself to a Lomi Lomi Hawaiian massage, day spa, which was rejuvenating, and so enjoyable. The spa is sensational, very friendly, qualified staff. The restaurant was wonderful, and servers were so friendly.

  • Stayed December 2010, travelled solo
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank SoCalSiren
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Santa Barbara, CA
Level Contributor
17 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 19 August 2011

We stayed at the resort for a romantic wedding anniversary weekend away from the kids. We always stay at Westins whenever we can, this resort did not fail to hold up to our high expectations of the Westin. We were upgraded to a golf-view deluxe room, which was beautiful, clean, and huge. The A/C worked wonderfully, which is important to get a break from the desert heat in August!

The resort was hosting 2 conference groups but we never heard noise or saw large groups of people. There was a large family-friendly pool with a water slide but there are also 2 more pools (one of which is for adults only). We hung out at the adult pool and it was very quiet. This resort claims to be family-friendly so I was worried we'd ruin our kids-free weekend with kids screaming everywhere, this was so not the case. We were not at all bothered. The whole trip was quiet and restful.

We will be back, with and without kids!

Room Tip: Sign up for the Starwood membership. It's free and we get great service at any Starwood hotel an...
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  • Stayed August 2011, travelled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
1 Thank zoy209
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SF Bay Area
Level Contributor
30 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 16 August 2011

Like the other reviewers we found that the poor signage made it difficult to find parking, our room, the restaurant and the pool. And, we also found flies in the restaurant and lots of insects around the building. The staff were helpful with managing the flies. For example, the hostess would guide us to a table away from most of the flies. We could tell they were trying to manage the problem -- e.g. they had "bug zapper" lights. Since it is in the desert the insects seem to be drawn to the luscious green landscaping at the resort. It was over 100 degrees everyday we were there--I don't blame the bugs for seeking refuge in the resort!

That said we did find our 4-day stay with a teenager and our younger adult siblings relaxing and affordable. After all this is a resort in the desert NOT a hotel in downtown Chicago, the rooms are large, grounds are sprawling so it is a long-ish walk to the restaurant, pool and workout room. The wireless internet access is part of the resort fee and worked well for all of our computers (Macs and IBM compatible). We did NOT have very good cell phone service -- especially Verizon. ATT was a little better. Difficult to use our smartphones so had to keep borrowing the teenager's ipod which could get to the internet due to great wireless service or go back to the room for our computers.

Westin does a great job of creating an overall relaxing setting. The view lines to the beautiful mountains, the numerous ponds and landscaping set a relaxing tone. We found the other guests to be quiet. Lots of families with one or two kids but none of them were of the running around and screaming variety. Quite lovely! We also saw some 20-somethings check in with large coolers. They were also of the quiet variety. Did NOT hear late night music or talking.

This is a 4-star not a 5-star resort. The staff were always pleasant and helpful but not as abundant as would be expected in a more costly resort. The Westin Heavenly beds were heavenly as usual. The fold out sofa was more convenient for our kid than a rollaway bed would have been. The dim lighting in the room seemed odd at first, but after we saw the bright desert sunlight really appreciated that the indoor lights were dim.
Great to have inroom refrigerator (in addition to the minibar refrigerator) to keep cold drinks and some fruit onhand. Nice to go out and watch the early morning golfers from the well shaded balcony.

For the price we found this resort to be a gem.

Room Tip: The even numbered rooms are upstairs and have high sloping ceilings. Nice!
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  • Stayed August 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank CandaceBritt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMissionHills, Director of Sales at Westin Mission Hills Golf Resort & Spa, responded to this review, 18 August 2011
Thank you very much for your recent review. We are grateful for the feedback and comments. The resort is designed as a relaxing sanctuary with open spaces, beautiful views and a quiet setting and we are very proud of creating that experience for you
We are aware of some limitations with signage and we are working hard on improving that element of our property. The resort is also exploring solutions for the cell phone service limitations which vary by carrier. While not totally under the control of the resort we expect some improvment there soon.Thank you for your patience and we look forward to welcoming you back soon.

Be well,

The Westin Mission Hills Resort & Spa.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Diego, CA
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 15 August 2011

We spent 5 days here with 4 other couples on a spa/golf getaway. Our rooms were fantastic and the staff was just so accomodating. Each person with whom we came into contact went the extra mile for us. Oh and the golf and the spa were AWESOME!!!

I have a few complaints though. Considering how much we paid in resort fees I would expect them to up the ante a bit on the pool service and restaurants.

If you are foodies, don't plan a lot of meals here. I am not sure if it's the summer menu, but almost everything we tried was sub-par. Even the creme brulee was horrible and that is pretty hard to screw up. If you must - then the salads were the only things that were decent although don't expect much especially if you want real dressing. I guess for a long time SPG member I expect more from the food.

Secondly while they do have other pools around the property, they were very far from us and not well-maintained at all. In fact we couldn't find food or bar service at any other pool but the main one AND...the main pool had DOZENS of children in it at all times.

Swimming was about the least relaxing thing we could do all day. I think they cater to a lot of local families this time of year so fair warning: This is NOT and adult destination if that is what you have in mind.

It is slightly removed from downtown although there is plenty to eat at the nearby malls and lots of fun shopping, etc. besides the spa/golf so we did fine. I just won't make this a romantic destination any time soon.

Room Tip: ask for a golf course view
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  • Stayed August 2011, travelled with friends
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank tiflabruno
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMissionHills, Director of Sales at Westin Mission Hills Golf Resort & Spa, responded to this review, 18 August 2011
Thank you for choosing the Westin Mission Hills for your recent gathering with friends. We will definitely share your compliments with our Spa and Golf teams. We are very proud of the service levels and quality in both of those areas. This resort is an exceelent getaway for those type of getaways, be it with couples, girlfriends or the guys.

We will also be very willing to share your food and beverage experience with our teams. Clearly your experience was not as expected and we will work hard to improve upon that. Thank you for the specific examples.

We hope you are able to return again soon and thank you for your business.

Be well,

The Westin Mission Hills Resort & Spa.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Westin Mission Hills Golf Resort & Spa

Property: Westin Mission Hills Golf Resort & Spa
Address: 71333 Dinah Shore Dr, Rancho Mirage, CA 92270-1501
Phone Number:
Region: United States > California > California Desert > Rancho Mirage
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Rancho Mirage
#3 Spa Hotel in Rancho Mirage
#3 Family Hotel in Rancho Mirage
#4 Luxury Hotel in Rancho Mirage
#4 Romantic Hotel in Rancho Mirage
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Westin Mission Hills Golf Resort & Spa 4*
Number of rooms: 512
Official Description (provided by the hotel):
The Westin Mission Hills Golf Resort & Spa is a Palm Springs resort and hotel where the picturesque mountain views and secluded location create the perfect escape. Our Palm Springs hotel is the perfect place to unwind. Enjoy the best Palm Springs Golf on one of our championship courses, lounge at any of our three pools, splash down our 75-foot waterslide or enjoy a delectable meal at one of our Palm Springs restaurant options, including the on-site restaurant Pinzimini. A soothing sanctuary awaits those looking for a rejuvenating desert retreat with our expansive Palm Springs resort spa featuring treatments for everyone. ... more   less 
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Also Known As:
Westin Mission Hills Resort And Spa
Westin Mission Hills Hotel Rancho Mirage
Westin Rancho Mirage
Palm Springs Westin
Westin Mission Hills Golf Resort & Spa Rancho Mirage, California Desert, CA

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