Hilton Palm Springs — Hotel in Palm Springs

It took me a couple of days to decide if I wanted to provide feedback from my most recent stay at the Hilton Hotel in Palm Springs, CA, but after much thought, I am compelled to do so, because I just can not believe the experience was real. On Saturday June 18th 2022, I checked in to the Hilton Hotel in Palm Springs for an overnight business trip. Because I had used Hilton Hotels for business travel, on several prior occasions, I believed this would be a great choice, which is also why I became a rewards member, but, I was horrifically mistaken. The room was filthy with remnants of marijuana, presumed to be from a prior guest, still on the counter tops within the room and on the patio, which suggests to me that the room had not been properly cleaned (during the greatest pandemic of our time may I add). When I went to plug in my charger to the desk lamps socket, I received a horrible shock, because unknown to me, the protruding socket attached to the lamp, was not part of the style of the lamp, but rather a broken lamp left for me to use. The patio was disgustingly stained with what looked and smelled to be urine and alcohol, and also cigarette butts and ash. The patio furniture was also filthy and had not been wiped down, seemingly for quite some time. In addition to the horrible conditions of the room, the guests above me apparently were having a party, which ended with one of the guest falling, or jumping, from the 3rd floor room above, at 2am. Police & firefighters surrounded the place with lights and sirens blazing, as his blood and brain matter seeped from his lifeless body on the patio floor directly beneath me (a visual I will never forget). I pray the gentleman lived, although by the looks of his limp body, he may not have. After the police and fire dept. left, to my surprise, the party resumed. I was in shock and horror from what I had seen. I messaged the front desk and the only resolve for this traumatic experience was to offer me an already complimentary late check out time. Not to mention the front desk clerk was very nice to the guest services before me and although I approached the desk very cheery and enthusiastic, she was very dry and blunt with me, not even saying hello or welcome. Definitely not a 4 star hotel like it was advertised online, more like a no star rated motel....

This hotel’s main draw is its location - just a few blocks away from the main drag. Nothing else quite lives up to expectation. ||Overall, the building looks tired. The reception are is bright and modern but a journey down the corridors to rooms takes you on a journey to late 90s Hilton. ||Rooms are spotlessly clean but other than that a mixed bag. We had an issue with the TV in our room meaning that the remote didn’t work. We called reception and a maintenance colleague quickly arrived. It was fixed - seemingly - until the following day when it broke again. We spent a few hours with the maintenance colleague trying out new remotes. All very boring and frustrating. But the maintenance colleague was polite and helpful. He said that our room was the only room to have this problem. In the absence of a fix I went to reception to request a change of room. This was done but without any sort of apology. We packed one cases and moved to our new room only for the TV to be similarly broken. I went back to reception and said I needed a new room. I was kept waiting for a manager who told me that the problem was out of his hands and that the entire hotel was experiencing tv issues. I was eventually given a new room. And a handful of cocktail vouchers - but only because I requested recompense. It was a frustrating experience. As a customer I don’t need to hear that something is ‘out of my hands’. I’m paying money for Hilton to very much take matters into their hands. I similarly would have liked better acknowledgement of having to change rooms on two occasions.||Things weren’t much better with service in general across the hotel. We spent the first two days ignore by the poolside. Servers took orders from everyone else sat around the pool but ignored myself and my partner. Again - a frustrating experience. It was compounded the following day at breakfast when we weren’t brusquely by the head server who told us to take a seat and were then ignored for the next 30 minutes whilst everyone else was served around us. The restaurant manager - Tamara - came up to our table and asked how things were going. We told her and she was very helpful in listening to our experience. Again - we got a cocktail voucher. Service improved after this. Overall it was a slightly better than average experience - let down by...

This is the worst hilton hotel services I've ever experienced. I made a reservation via hilton app on 11/27 in this hotel for the night of 11/29 by mistake, and I found out that I made a wrong date after 20 mins. So I called them right away for the cancellation of reservation since the book only coud be cancelled prior to 3 days via App. Firstly the representative told me I had to book another date for this hotel in order to cancel it, but I did not accept that because when I booked the initial reservation, the app also showed me the price in November so I think I should have a right to reconsider, and I said I would still book a property for 12/29 under Hilton, and this is what I already did. Then the representative put me on hold, spent some time figuring out next step then came back to tell me they could cancel the reservation and I would not be charged, and the representative did not mention about I need to book in Hilton Palm Spring. And this is the beginning of the upset communication with them.

After one day I noticed I still did not receive any cancellation email, and the reservation is still in my App so I called them again for this. And I've called 3 times and everyone from the reservation line just told me "I'm sorry but you would be charged and nothing I could do for you". As a Diamond member for 3 years I think I should at least have the right to reconsider after 20 mins of my mistake click on the app. And one of the reservation supervisor even told me the representative I called on 11/27 just took the note that they could only cancel for me if I book the same property on 12/29. And she did not even put a word after that. So it's totally lying and scamming for this hotel staff who tried to take away any money from your pocket and they are all super defensive on their ground.

Also, the last representative I called named Christina Martinez is very disrespectful. She had no attitude towards helping me and kept mentioning the notes from her colleague is absolute truth and did not believe me at all. And after the call the hotel just sent me the receipt which was so provocative. This kind of behavior is totally unacceptable. I'll never book this hotel if I go to...