La Maison Hotel — Hotel in Palm Springs

EDIT: I usually take online reviews with a grain of salt, as the truth of a poor review usually lies somewhere in the middle of the story between the two parties. However, after the encounter I just had with La Maison's onsite manager, Alfredo, I feel compelled to update my initial review. For context, during my stay, I asked for a quote to extend my 4 night stay to 5 nights. There is no ambiguity concerning the remaining details: I informed the only staff person on site my entire stay that I wouldn't be staying the extra night and asked what time check-out was for my last day. I was told it was 11am but as the hotel wasn't busy, I was welcome to stay later. On the day of my check-out, it was again reiterated I was welcome to keep my room and make use of the pool until 1pm. I checked out promptly at 1pm, personally speaking to that same staff member (Blanca), in person. Today, 11 days after I've completed my stay, I've been charged for the additional night. After several back and forth texts with Alfredo, he credited back the charge. I explained that because of the difference in the exchange rate (USD to CAD), it's not a full refund and send bank screenshots to show the ~$25 difference. I'm then told there's a late check-out fee. The charge on my card is for an extra night, it's the rate I was quoted, and doesn't include a late check-out fee, so I'm frustrated that he's interjecting another excuse for the charge. Alfredo phones me and this is where my entire experience with La Maison goes extremely south. Since he was on vacation during my stay, I explain to him I didn't stay the extra night, I wasn't told I would be charged a late check-out fee but was told I could keep my room until 1pm. I've tried to get him to understand that the charge error has not resulted in a full refund. I'll spare the minutia of the rest of the conversation, but want to make explicitly clear that during the call, Alfredo raised his voice and talked over me repeatedly, said he couldn't confirm that I hadn't actually stayed an additional night, and repeatedly ARGUED with me about what actually transpired. Imagine being a guest who is trying to resolve an issue you didn't create and having a hotel manager tell you "I'm just trying to get you off my back" while simultaneously telling you he couldn't confirm you shouldn't have been charged, as though I was lying to avoid a charge. When I've previously read detailed negative reviews of a guest experience online, I usually assume there's at least some hyperbole in how the guest was treated. However, in this experience as a guest, I'm left offended, shocked, and angry that a hospitality professional handled an issue in this way. Moreover, as a female, I'm absolutely furious that a man showed me so little regard and spoke to me this way. The two stars I am rating are GENEROUS based off how I was treated and made to feel. There are so many wonderful hotel options in Palm Springs for the same price point. If you are considering La Maison, I would urge you to consider...

If not for our failure of a check-in experience, this dream place would absolutely and undoubtedly get five full stars from us. ||We arrived in mid-afternoon on a Wednesday (my birthday) to check in. Despite my request several months ago for room 3 we were placed right next door in room 2. I asked why my request could not be accommodated but he (don't recall his name) said he didn't know and seemed quite confused in general. He walks us over to room 3 to check it out and we find that it is literally in mid-repair... one of the blinds to the balcony door is missing the stick to close them and there are dirty work towels on the floor in the bathroom... so he sort of figures that must be the reason we didn't get my request but asks if we still want it and we agree that it's fine as we can just manually close the blinds and leave them closed during our stay and there didn't seem anything wrong or loose in the bathroom. What is really odd is that even though room 3 apparently wasn't available despite my request several months ago, they could have checked us in to room 1 which was actually my original request. But, I digress. After all this, he (again, can't recall his name) didn't help or even offer to help us with our luggage or other items still in the rental vehicle and didn't inform us about much of anything other than the main/front gate door code such as the WiFi password, what time breakfast is served, etc. He appeared quite aloof and very unhelpful. So, not a good or positive first impression here.||We appreciated the secured feeling of having a coded main/front door gate. Our room was cozy, spacious, and well appointed. The bed was rather comfortable and we slept well as it was rather peacefully quiet outside at night. The morning breakfast consisted of orange juice, coffee, cappuccino, fruit, mini muffins, and yogurt to start the day. The outdoor area was so beautiful and serene with palm trees, waterfall feature, flowers, etc. all around the pool. We enjoyed the pool one afternoon and especially appreciated that one side of the seating area was shaded with lounge chairs. We also appreciated the tables with two chairs spread around outside, which we used one night when we ordered pizza and ate outside.||Gabby/Jabi (not sure of spelling) was an absolute delight... friendly each morning greeting us at breakfast and friendly each afternoon greeting us if she saw us around outside. Whoever the male was that checked us in was quite the opposite as I...

If not for our failure of a check-in experience, this dream place would absolutely and undoubtedly get five full stars from us. ||We arrived in mid-afternoon on a Wednesday (my birthday) to check in. Despite my request several months ago for room 3 we were placed right next door in room 2. I asked why my request could not be accommodated but he (don't recall his name) said he didn't know and seemed quite confused in general. He walks us over to room 3 to check it out and we find that it is literally in mid-repair... one of the blinds to the balcony door is missing the stick to close them and there are dirty work towels on the floor in the bathroom... so he sort of figures that must be the reason we didn't get my request but asks if we still want it and we agree that it's fine as we can just manually close the blinds and leave them closed during our stay and there didn't seem anything wrong or loose in the bathroom. What is really odd is that even though room 3 apparently wasn't available despite my request several months ago, they could have checked us in to room 1 which was actually my original request. But, I digress. After all this, he (again, can't recall his name) didn't help or even offer to help us with our luggage or other items still in the rental vehicle and didn't inform us about much of anything other than the main/front gate door code such as the WiFi password, what time breakfast is served, etc. He appeared quite aloof and very unhelpful. So, not a good or positive first impression here.||We appreciated the secured feeling of having a coded main/front door gate. Our room was cozy, spacious, and well appointed. The bed was rather comfortable and we slept well as it was rather peacefully quiet outside at night. The morning breakfast consisted of orange juice, coffee, cappuccino, fruit, mini muffins, and yogurt to start the day. The outdoor area was so beautiful and serene with palm trees, waterfall feature, flowers, etc. all around the pool. We enjoyed the pool one afternoon and especially appreciated that one side of the seating area was shaded with lounge chairs. We also appreciated the tables with two chairs spread around outside, which we used one night when we ordered pizza and ate outside.||Gabby/Jabi (not sure of spelling) was an absolute delight... friendly each morning greeting us at breakfast and friendly each afternoon greeting us if she saw us around outside. Whoever the male was that checked us in was quite the opposite as I...