Embassy Suites by Hilton La Quinta Hotel & Spa — Hotel in La Quinta

I had made a reservation for myself and my assistant for Saturday Dec 19th. I was hosting a private dinner at my restaurant right down the street from Embassy Suites. This was an annual employee party with masks and social distancing to say thank you and hand out some well needed bonus checks for about 12 -15 guests. I had made the reservations through Travelocity and went to the property that day at 11:30 am to confirm. The woman at the desk was lovely and said everything was fine but she could not check us in until 4:00. I understand that and thanked her. and said i will be back then to get the keys.

When I went back in the new person at the desk told me that they would not be able to accommodate the reservation due to covid restrictions. I explained that I had double checked earlier and he simply said there was nothing he could do. I said that I had 12 people coming down from out of town and had I known, I would have made other arrangements. He looked at me and said....you are from Ca, so you know about essential travel? I was surprised to say the least and while I understand this policy I did say I was there earlier to check this. I asked to speak to the manager who happened to be standing a few feet away.

I went towards him to speak to him (G.M Mike Valdez)directly and explained how what had happened. I couldn't believe they would not honor the reservation and now my employees and guests had no where to say other then the parking lot. He looked very put out and then went to look at the reservation. He stated that it was made for 2 people, which is correct since I had no idea on how many would stay or head back up to their homes. At this point I could care less about the fees but needed a place for them to stay. I also explained to him that I could have made other plans had I been told this earlier.

He ADJUSTED the reservation to reflect 4 people per room($) and when I asked him if I had more people staying what I could do. I was told that i could get a room later is that was the case. What started out as a simple reservation for a few people to change or crash after a holiday gathering turned into a mess. I was charged 650.20 for 2 rooms, but I can say I have NEVER EVER been spoken "down to" as i was my this General Manager. He is the most condescending person I have ever met in the hospitality business.

I I do not complain but watch out if your travelling. I understand covid restrictions BUT in this case it they seemed to go out the window in the case for a...

INADEQUATE STAFFING: Periodically, no employees at the Front Desk. Also, "no bell" or camera being monitored, even when the lines got long and no one was alerted to help. When we arrived we had our luggage in the trunk of our car. But, any guest with no luggage in hand, should be invited by the Front Desk employee after checked-in to have one of the staff help bring the luggage inside the room. No such luck. We used the Luggage Cart, but the wheels were hard to maneuver with several pieces of luggage, particularly getting into and out of the elevator, and our hotel room. Even worse, as we struggled to move the Luggage Cart from the front door to inside the hotel, the front desk employee did NOT say "I can call one of our staff to take this to your room." Also, we did not get a map showing the direction to the elevators in another corridor that were not visible from the Front Desk. BREAKFAST: The breakfast had a choice of items, however, NO staff present except the chef/cook; she could not keep up with the waiting line of guests, and no one came to help. In fact, the chef/cook had to leave to go to the back room to get plates because none of the staff made sure there were plates. After each of us ate from our cold plate, the omelets were not even warm, we then returned to the kitchen area to get something else. However, by 9:00 am, some of the items were nearly all gone. We knew the hotel closes the kitchen at 9:30, however, should a guest coming 9:00 am - 9:10 am "get the very few left overs?" EVENING HOSTED HOUR: there was nothing warm, not even warm cookies, no popcorn, not even warm sliced pizza, no petite warm hotdogs and not even cold finger sandwiches, as in other HILTON franchise hotels. HOUSEKEEPING: We returned to the Hotel at 4:00 pm the second day, and our room was not ever cleaned. The housekeeping person allegedly told the manager/corporate officer: “the ‘do not disturb’ sign was on the door.’ That was false. Also, she did not replace toilet paper when at the end of the roll, or bring new water glasses after the only others were already used by us. ROOM: Unsatisfactory. The lights were so low and room so dark, we could not read a map. No daily newspaper, no magazines; and, only one tea bag. We could not adjust water valve without getting inside the shower, and the shower head was so tight, we could not move it to the side while adjusting water temperature that was hot or cold,. SATISFACTION GUARANTEE: promise...

My husband booked this property for myself and my sister so we could spend some time together in the desert. We specifically booked a Casita which is not in the main building and is supposed to be larger than the regular one-bedroom suites, and with a small pool and jacuzzi outside. The Casita we got was dirty like it had not been cleaned or inspected. The room configuration was not the same we asked (the one we booked had a bathroom you could access for both sides and it was larger than the one we got). There were wires showing up by each phone and device (see pics) which is really a no-no for a property that charges you 200 dollars in low season on a Monday night. There were holes on the furniture (also see photo). The sofa bed was the worst quality I have ever tried - it was really really bad. Besides these issues, the Wi-Fi was not working when we arrived at about 4:45pm and I had some work to finish so we waited for an hour for someone to help us but when nobody came, we went to the front desk and nobody seemed to know about our issue (it was not logged in by the person at the desk). Finally someone came to the room but he could not fix the issue and they had us repack and move to another room. By when this ordeal was over, it was 8pm and we were supposed to meet with friends at 7pm so we missed the meeting and we were just exhausted and did not even feel like going out for a nice dinner. So all this ruined our trip. When I complained at the front desk the next morning, they did not do anything about it, there was no manager and I was told a manager would call me but nobody called me ever. I have been in the desert many times and stayed at other properties but I would highly recommend you do not stay at this property. Perphas when they renovate I will have a different opinion but Wi-Fi should work even if you are going to renovate and really the service from the front desk to whoever we had to deal with was horrible. Nobody seemed to care about our bad experience. A friend has warned me about this but I did not listen. So beware, she was right! Bad job Hilton of taking care of your...