Hilton Vacation Club Palm Canyon Palm Springs — Hotel in Palm Springs

Me and my family stayed at Palm Canyon resort recently in June and have never been more disappointed in an establishment that calls themself a resort. A sincere apology goes a long way but never during any of these issues were we apologized to and the employees were very indifferent that guests (not just my family) were unsatisfied with their stay. We requested a manger reach out at least 3 times during our 7 night stay and we did not hear from anyone the entire time.

We arrived on Friday 3:30 pm and was told our room would not be ready for an unknown amount of time. The first story we got said it was due to them "changing locks" on room doors.We hung out at the pool for an hour and half before we asked about our room and a different person said maid service was behind....so which is it? It was very strange to get two very different stories about the late check in We finally got into our room close to 7pm, 3 hours after designated check in! The pool area has more security than i've ever seen at a hotel and they literally feel like the fun police. Adults can't have any sort of floating devices even the small mesh ones. There's only one door to the pool they're using as an entrance to literally have security check you into the pool and check your bag and they're all paroling around the pool, no one wants to feel like they're being monitored on vacation In addition to that there are no activities at all going on at the hotel. How hard is it to slap a bingo game together ESPECIALLY when you're charging every room a "resort fee" on top of the room We noticed a sign saying that owners and members got a free "relaxation kit" as well as verbally confirmed to us that we would get it once our room was ready and we got our keys. Couple days later my mom goes down to front desk to get the kit the woman handed her the bag, then checked our room, saw we were just exchanging and not owners at palm canyon, and literally took the bag out of the my mothers hands a took it back. We eventually were given the bag due to the rudeness of that lady's actions and the kit was literally bath and body works mini shampoo, conditioner and body wash....you're really snatching things out of guests hands over a bag worth $10? We called to request maid service on Monday morning as we were there for a week and wanted a midweek tidy up. Some employee at the front desk was mumbling saying he'll see if he could get us on. The maids did not come all day Monday. Tuesday morning I call to request maid service and the employee im talking to says that they're fully booked for maid services that day already....I asked to speak with a manager and im told he will "call us back". We were heading out for the day so we decided to stop at the lobby in person to make sure we get the room cleaned. The two men at the desk tell us they are SAME DAY appointments so they're fully booked for the day. We were shocked they were telling us this because there was no mention of a maid service reservation mentioned to us the day before and if we were forgotten the day before shouldn't we get priority for the next day? After a lot of back and forth with them they said they'd get it done the next day which was absolutely unacceptable to give us our maid service 2 days before check out. story from another guest telling me that she was put in a room they were clearly renovating and upon entering the bathroom the toilet was broken and she slipped and fell. The only thing the hotel offered to do for her was to call and ambulance that SHE would be charged for. When she denied that they asked her to sign a release form releasing them from responsibility. It is the hotels fault she was hurt and they are worried about "liability" instead of the wellbeing of their guests

We will never be staying at a Hilton owned resort again. It's clear this is one of their older resorts they've given up on. It literally seems like their managers avoid guests with problems because they don't want to to deal with it. Figure it out Hilton, this is no way to...

Pretty typical resort for one that doubles as a time share, and not very clean. It gets REALLY crowded on the weekends and the pool area is absolutely inundated, so beware... it’s a much more pleasant and relaxing stay on the weekdays. Location is good, on the southern side of Palm Springs and about an 8 minute drive to the downtown area. This place is not even what I would call a 3 star accommodation, but overall it was tolerable. Our room overlooked the pool and we had a view of the mountains. The room (1 bedroom suite) was fairly large, and acceptably clean, but significantly “worn” and very much in need of a remodel and some new furniture.

Room cleaning services were not available during our 3 week stay (even for longer stays- evidently because of some Covid based restriction), but we could order towels, sheets, kitchen supplies, etc, through the front desk. We had good WiFi, a large and well equipped enough kitchen to prepare meals, and a full sized fridge. The bed was comfortable, and the bedroom had two large closets. The staff was fairly friendly and responsive. The large pool and spa area was enjoyable, but very crowded on the weekends with large crowds of drunk and unruly people, and tons of screaming children. There was a bar at the pool, and you could also order snacks, pizzas, and other food items. Covered garage parking was included.

We noticed many times that the staff didn’t keep the common areas, hallways, and pool areas very clean. Often, piles of trash and debris were ignored for many hours. The trash and recycling bins were often packed full in the garage with trash piled around. Dirty towels, sheets, and other discarded items were often left for many hours in the hallways. Piles of trash and food debris were often ignored for many hours around the pool, and plastic glasses, cups, and cans were everywhere. I realize that they may be short staffed right now, but more effort definitely could be made to keep the property clean for guests. During our 3 week stay, I literally only saw one staff person (on only one occasion) cleaning up trash around the pool during the daytime hours. There were several staff and security people just standing around the pool, but nobody seemed to care about the garbage and debris.

The worst part of our stay, as usual for a time share property, was the constant “sales pitch” from the staff and empty promises for “free stuff” if we sat through an “update meeting”, which is actually just a high pressure sales presentation with masses of disinformation to try to get you to give them more money for basically nothing, or to buy deeper into their timeshare scam with fake promises of “more benefits” or “equity”, which is total BS. I would absolutely recommend avoiding these “updates” or “meetings for information “, “free” dinners and drinks, etc. They are time consuming (often taking hours of your time), painful and misleading!

Overall, we had an OK stay, and would probably stay here again on weekdays, because we have the points to use with our Diamond plan and can stay for very little cost. Hopefully, it will be cleaner next time. I would not stay here again if I had to pay their usual nightly rates for the room. It’s simply not worth it, and there are much better places to stay...

Update: I have not stayed here since the property converted to Hilton intil mow. This is also the first time I've stayed in a studio. The studio is fine space-wise. It also has a hide a bed in a couch. I always prefer a comfortable Murphy bed in a studio but it can be difficult to get comfortable ones. This one has an open bed in the living area. The bathroom is a decent size. The kitchen is a kitchenette, so you lose an oven just be aware of that. The Hilton check in experience is an improved experience. You get a small swag bag which had a snack in it. The staff is friendly and they've started things like a scavenger hunt that you can get an ice cream sundae if you complete it, things like that. So overall, I would say the check-in experience with Hilton has improved. What has not improved is the condition of the property. There's a lot of deferred maintenance. For example, most of the shelves on the mini fridge door are missing, the bars to keep things from flying out when you open up the door. Making small fridge space even smaller. The freezer in the mini fridge was missing its door, so it did not work very well and didn't really freeze the ice. There were little things like outlets on the lamp by the bed side not working, and faceplates to outlets behind the couch being missing. The carpet walls and fixtures definitely show wear from years of usage. I know Hilton is refurbishing a lot of the diamond properties they acquired. Hopefully this property is on the list. Another change that I think is not an improvement, is to limit access to the pool to just one gate. It used to be Gates were near all the buildings so it was pretty easy to get directly into the pool. Now depending on where your building is, you may have a long walk around the pool in your swimsuit carrying your supplies to go to a check-in desk to be let in. I've stayed at this place a few times so obviously and hold some attraction to me. It's reasonably conveniently located although you do have to drive a couple minutes to get to downtown Palm Springs. The rooms are nice enough they've been working on doing some upgrading They've also made some improvements to the lobby. The Room I stayed in most recently had a few things wrong minor things like the carpet coming up are wear and tear on some of the cabinets nothing major but also not perfect. The grounds are in pretty good shape and the pool looks pretty they feature it in their advertising. The problem with the pool is the way it is designed it is very difficult to swim laps especially when it's crowded which it usually is. They have a children's pool so they should set aside several hours in the main poor for adults only but they don't do this. As far as doing the diamond sales presentation I find this one of the higher pressure styles of presentation. And the information obtained at presentations here differs significantly from information at other presentations. The difference was not a helpful one and also not accurate when I double checked the information. This has happened twice at this resort. So keep that in mind if you decide to do the presentation to get...