Embassy Suites by Hilton Palm Desert

Poor
Traveller Type: young couple
  : The beds were comfortable. We liked the location for what we were going to be doing.
  : Fridge didn’t work, microwave didn’t work, the fan for the air conditioner is LOUD, needed some TLC in the elevators (the flooring was a trip risk), and worst of all is the very tacky parking fees paid by QR code rather than being able to put it on your bill. That’s some Motel 6 tackiness right there! This is Hilton! If you’re going to charge for parking, at least have it conveniently added to the bill. We forgot to do it and when we asked about it in the morning, they just said don’t worry about it. Ended up they were just tricking the people fool enough to actually do it.

Poor
Traveller Type: young couple
  : The building was very nice
  : The AC didn't work and leaked water. Didn't much rest. The fridge didn't cool my drinks. Didn't get the AC going til after 8am.

Fair
Traveller Type: family with young children
  : Break fast was great n the boy who was refilling food etc was exceptional I had to back in the room to bring wallet to tip him. Same way with the lady who was making eggs/ olmlet she was calm nnin control regardless how long the line was
  : We arrived a little after 5 after made a stoo at the outlet to kill time to adhere with 4p policy check in. We had multiple small shopping bags and our travel carry on. I asked if we could get help to get our stuff to the room I was told there is no such service. While I was disappointed about that it was the way the situation was handled. The employee showed no empathy and I had to wait for 15 minutes or more to get the luggage carte. I felt I was looked down as who is she asking for help?? I have been traveling around the world I never reveive such treatment2. From that moment I am not sure if our room was blocked from services or this is how things run in that hotel. I called three times from my room a little to get extra sheet n pillow for my daughter to use for sofa bed and my phone was never answered. When I tried to call as an outsider using my own cell it got picked up immediately and the person who answered the phone said “not sure I will see wht I can do as I am here by myself” I said I would go downstairs and which I did only yo find out there are two receptionist and another guy behind that could be room service. I picked up the sheet n left. 3 . Sunday we called again to ask for towels our calls were never picked. Around 3 a lady knocked and asked if we need our room to be cleaned we said yes, she said she would have people come in we never see anyone and did not get towels either.3. Tried to call again as our coffee maker was not working no response Nb. I thought the phone may be off but Monday 840 am phone rang I guess it was wake up call to get ready to check out?? Never requested.This was horrible experience and I can not believe the hotel carries big name Hilton but left me and my family in a bad taste. Still looking to address this awful experience with management. Coming from service industry myself it’s not what u can or can’t do for clients is how you handle the situation with empathy and understanding

Wonderful
Traveller Type: family with young children
  : The main receptionist was very friendly and he was definitely doing his job right!
  : Our fridge cabinet was broken, so it was hard to open and close the fridge.

Very Good
Traveller Type: family with young children

Very Poor
Traveller Type: solo traveller
  : Showed up and the pool was drained. Walked into my room and it was disgustingly dirty. I couldnt even stay there. Cancelled my reservation and left. Then was told I would get a refund and i could see the refund on my credit but they charged me an extra $300 had to make a special trip back to get that refunded. The hotel is extremely run down and dirty. Parking is not free they make you pay $10 a day which is ridiculous.

Pleasant
Traveller Type: family with young children
  : The breakfast was good.
  : Pool closed, rooms rundown and missing towels and blankets.

Fair
Traveller Type: young couple
  : Friendly reception, size of the room was good, the facilities were clean.
  : The room and property are very dated. Grout missing in the bathroom, needed a fresh coat of paint, sofa felt cheap and old. No glasses in the room.

Very Good
Traveller Type: family with young children
  : I like the bedI like breakfast I like the free drinks
  : The pool was dirtyI didn't have shampoo in the roomn

Good
Traveller Type: family with young children