Willows Hotel & Spa at Viejas — Attraction in Alpine

Called 4 days prior to staying and made a reservation at which time we were told we would be facing the pool, this didn't happen we had views of the parking lot and mud. Was led to believe there would be microwave bought $50 worth of food that all died in the fridge while there as they don't have microwaves. We asked if we could pay the deposit in cash as our bank takes 4 weeks to put the $100 back on our card, the lady that took the reservation said that she would have a manager call later that day as they would just need to approve that request. This call, never came. The day we were to check in we had to make the call to see if this would be acceptable and a manager named Clayton came on the line saying absolutely not... He continued with explaining to me the only time he personally broke policy was when a casino patron took it upon himself to become so drunk (not to mention the bar tender that over served this casino patron thought it was just fine to keep giving this person alcohol) that Clayton took it upon himself to allow the guest to stay and pay a cash deposit of $500 that he felt this was a situation he, Clayton, deemed to be an emergency situation to the degree that breaking policy for a drunk so this person could have a better casino experience (I HAVE PROOF OF EVERY WORD!)and having this intoxicated person put up $500 in cash was better than calling an uber, lyft or taxi for this drunk. Needless to say, as we were having renovations done at our place during the 48 hellish hours we staying at the Willows hotel, we allowed them to put the deposit on our card. Upon entering the room there are only 2 viable channels to watch unless you're a sports fanatic, news junkie or just wanted to listen to the many music channels OR pay $19.99 per movie they have to watch. Seeing how we simply just wanted to rest and not burn through a ton of money we were stuck watching marathons of either American pickers, fast and loud, deadliest catch or forged in fire as these were THE ONLY THINGS TO WATCH THE WHOLE TIME! On our last night we decided to go to the casino and get some food to eat and during eating, a very drunk man stumbled to the bar where Juan, the bartender, served this man 5 very tall glasses of beer within less than 10 min (surveillance video more than shows this to be true!) and gave this man a free pack of cigarettes and wanted to serve this drunk man more alcohol. We then went back to our room and after settling in to sleep ~ rap music began to echo through the vents along with a sporadic onslaught of the "F" word FOR WELL over 2 hours. Clayton and a security guard came to the hall I actually had them come in the room they both heard the music and Clayton said they would go find it. THIS NEVER HAPPENED!!! When I called back down to Clayton he said they just couldn't find where it was coming from and that when he was in our room he didn't think it was loud enough to keep us awake. When I said oh really, his reply was yes really although, he continued, I do realize some people are more sensitive than others and at 3:19am he wanted US to change rooms instead of doing his job!!! DO NOT STAY AT THE WILLOWS HOTEL WHEN GOING TO VIEJAS CASINO it is ONLY aesthetically pleasing everything else about this place can be likened to a toilet where those that work there do nothing to enrich everyone's experience, only the high...

I have very little to say about the experience until the end. The valet process at check-in was fine, but during check out, it turned absolute non-sense. I came out with my hands full of bags and realized I likely left my ticket in the room that I just checked out of and had no access to.

They went upstairs to the room and did not find the ticket. I offered to show my ID which matched the name on the ticket hanging on the key in the valet's hand. I showed them my receipt to the room I JUST checked out of. They advised me that a security officer would need to come run my ID and check the registration of my car. I told them the car was a rental. I also pondered to the valet and valet manager what about individuals that are rightfully driving a family member or friend's car?

The security officer arrived on scene and he took my ID. He began to talk away from me with my identification while I pulled up the rental agreement. I could hear him calling on the radio with my ID information. When I asked why a security officer would need to call in my information to validate that my name matched the registration he advised me it was private property. I responded back "exactly" there is no need or right to run my information through any data base when he can verify my name on the ID and the registration matched.

When I mentioned that it was outside the scope of why he was there, he said " I can call the police if you'd like". It was unnecessary, rude, and if I had another disposition that was intimidated by uniformed individuals, I would take it as a threat.

When they asked what they should have done, I suggested they associate the valet with the room and name and enter an electronic record with the actual hotel, not some antiquated paper ticket that's likely to get lost.

Great hotel, just beware to keep that damn ticket or they wont give...

I wish I could give it 4 stars, I had every intention on doing so, but the overall experience fell a little short. Mostly there were some issues with the room overall & services are what caused my rating. I will say that the employees are exceptional with customer service! I used to work for the Four Seasons, and the level they provided, rivals it. Especially referring to guests by their proper name. TV in the master was inoperable at 1 point, and was blaring, we couldn't turn it down, so had to turn it off. The room service was superb. Nothing like being told 50 min and having it delivered in less than 20! The lack of options were not great. Also, I wish the pool stayed open longer than 6pm, with this being an all adult hotel, I would think 11pm is more reasonable. Especially with it being summer & the spa is closed. A couple other reasons for my reduced rating. We were there to celebrate my husband's birthday, which I mentioned several times: when I made the reservation, called to verify the reservation, & requested an amenity to be delivered upon arrival. The amenity wasn't delivered, I wish I would've gotten the lady who assured me it would be. This was disappointing. Occupancy appeared low, & no offer for an upgrade. Can't win'em all I suppose. Have to mention Shantinae, whom checked us in, for being kind & courteous. Also she pointed to our room number on the key packet, which is so important. Crucial working FD, to never say a guests room number outloud. Ok, my review runneth over. To summarize: Bed - Phenomenal Shower with the dual heads - Heaven, I want 1 in my house. Now. Pool - Gorgeous, loved it. Room size & design - Stellar. Definitely...