The Westin Mission Hills Resort Villas, Palm Springs — Hotel in Rancho Mirage

This review is for the Villa's. It's the time share part of the resort. The customer service is horrible, and the managers there appear to have little to no education. I say this because had they earned degree in college I don't think they'd be as low down and dirty as they were with me, and I also think they'd be better prepared for early check in.

I requested an early check in when I placed my reservation 3 weeks before my arrival. I came there with my family, as a pro member with the SPG hotels and resorts. When I arrived to check in, I was told by a Latino lady at the front desk that she had no rooms, so I asked to speak with the manager, the lady didn't respond so I asked again, there was anther fellow at the desk who said he was the manager. I waited for him to finish up with the customer he was helping so I could be helped. This guys name is Vincent. He showed me where the rooms he had available were on a map. I asked hm if he could tell me what rooms would be available after check out and he said he had no way of knowing that (which made no sense). So I waited to see what he had available. I had originally requested a downstairs reservation but the rooms he had available were both upstairs. This was a Thursday morning. I felt like I had no choice so I chose the room closest to the pool for my kid's convenience. So he checked me in but wrote a note under my reservation that said do not move, rooms are full. He was so fake trying to be polite but I saw right through it, I knew he was doing something evil. When I got into the room the kitchen garbage was full of trash, no one had emptied it. I called down to have someone come empty it and also to request a few things from the express customer service. I could tell by the lady's silence on the other end of the line, that she was reading something which surprised her. So I said waited a little bit and then to break the silence said "hello mam are you there" and she said "yes, I'm sorry I was just looking for something" She took my request and about an hour after, someone came to empty the garbage. A lady from housekeeping also came by and apologized and asked if I needed anything, I said "yes more towels", said she'd have them come right up, no one came with towels. The next evening it was extremely hot and I called up to the front desk to see if there were any rooms we could switch to on the ground floor. When the manager answered I first asked him if there was some sort of note on my reservation. He looked at my room reservation and said, yes you're right, there is a note here written by Vincent that says, "Do not move, rooms are full" I asked the manager what would be the need to write something like that, that's telling everyone that I speak with to give me that message. If the rooms are full there is no need to write a note. I was therefore being discriminated against. This was crazy to me especially with me being a Pro Member of SPG. Just crazy! Vincent thought he was slick. So that particular manager who I was speaking with did a search for the rooms and told me that there was nothing available that was better than what I already had because it was now the weekend. So I made the best of the trip and enjoyed everything Palm Springs had to offer. The room and the price I paid compared to the service I received was highway robbery. But I still refused to let this destroy our vacation. Upon check out I waited for my turn in line, Vincent was there helping a lady who was looking to check in, he would have to wait an hour or so for a room, or take something they had available right away, Vincent gave her room numbers of rooms that were presently available and rooms that would be available at check out, she chose a room that would be available after check out. "I'll wait for 4022" is what she stated." WHAT? Vincent said he had no idea of knowing what rooms would be available, when I checked in. What a liar. So I'm notifying corporate and writing reviews on this resort to inform people of my horrible experience staying here. Don't buy a timeshare...

I was just here for a couple of hours last night and decided to leave after they handled an issue unprofessionally with no proper communication and hospitality. The supervisor last night didn’t belong in the hospitality industry!

My family and I were invited for a conference over the weekend by friends and they insisted that this is pet-friendly. They said this because they saw several guests with dogs in the area. I was hesitant to stay at this place because I already had a hotel booked on my own. They insisted because the conference was at the hotel and they wanted to handle our “Hotel/Villa Stay.”

We were ready to get to bed at 11:30pm last night when we heard a loud knock on the door. We were told that “several” complaints were made because our dogs were barking loudly. We have a Japanese Chin and Maltipoo. And they don’t allow dogs in the vicinity.

If there were a pet policy for this place, 1. We were not Informed when we checked in. 2. Why wait until the middle of the night to inform us that we need to leave?

The supervisor, Steven, was trying so hard to contain himself when I talked to him. He couldn’t even shake my hand or look me in the eye. I understand that there are owners of these villas. I also understand after looking at their website that they only allow service dogs. What I don’t understand is the lack of professionalism and hospitality when we were told that we “needed to leave at close to midnight.” He had another staff member with him who was shaking his head and smirking the whole time I was explaining the situation to Steven. So rude and unprofessional.

They didn’t even introduce who they were until I asked for names and business cards. No offer to stay at their nearby Westin Hotel for additional fees. He had a rough time answering me when I said, if we were to take our dogs somewhere and I don’t know where as it was close to midnight in the desert, would it be alright to stay. No other offer to help us in anyway. It felt like we were intruders and NOT guests being ushered away — like we never even paid for our stay!

Imagine, re-packing after unpacking, getting the clothes from the washer (we were doing laundry), changing to regular clothes from Pajamas! Both staff members waited outside until we left with no other word! No apologies for miscommunications. They looked like they never belonged in the service industry! They looked like guards ushering you out because you did the worst thing.

I travel extensively for work and stay at hotels and villas almost every week. This didn’t feel like a hospitality service. This is by far, the worst customer service I have ever experienced.

I hope they don’t treat everyone like this! It was the worst “hospitality” experience I’ve ever had!

NEVER WILL I STAY AT WESTIN...

VERY DECEIVING We were invited to stay here as part of one of their Timeshare presentation deals. Having never seen a Timeshare presentation before, we decided to take them up on their offer. We have been to the resort next door several times, the Golf Resort and Spa, and please note that these Mission Hills Villas are using photos on their website of amenities that are NOT on this property! The restaurants, the Spa, the arcade, the coffee shop and gift shop, are all for the Golf Resort and Spa, which they are NOT affiliated with. It's 100% false advertising. Why would you have photos of amenities that aren't yours?? By the way, if you want to access any of the neighboring resorts amenities, it's not free access. They are completely separate. Feels like we got Catfished. Trip Advisor also shows photos of pools that aren't theirs, so you really don't know what you're getting until you get there.

Additionally, prior to our arrival, I received an email from them asking me if I had any preferences on the room, such as floor preference, view, etc. I asked if it was possible to have a BBQ on our patio, and here was their response (copy and pasted from the exact email): "BBQ's are not on the Patio's for safety reasons", but we get there and see there's literally a BBQ on almost every single patio EXCEPT for ours! I couldn't help but laugh. Why would you lie about that? Maybe our room type, being part of the Timeshare deal didn't have the option for a BBQ, so why not say that instead of flat out lying about it??

Jump to the Timeshare presentation... if you have never been a part of one and are feeling a little nervous about it, you should be. They start off friendly but as soon as you say "no thank you", they treat you like dirt. The lady we had started insulting us as parents (over and over again) and saying things like we are holding our daughter back from seeing the world, and how we aren't allowing her to make good memories with our family. That method of sales is extremely tasteless. Shame on you all for that. To the blonde woman giving our presentation, (I'll respectfully leave your name out) your parenting critiques are unwarranted and inappropriate.

Mission Hills Villas, this experience was unpleasant and highly uncomfortable. Based on the level of false advertising, lies and discomfort, I'll be sure to spread the word and hope someone else reads this review as a warning. In my personal opinion, which I'm sure you don't care to hear, remove all the photos of the Golf Resort and Spa and start sharing photos of what YOU...