TripAdvisor Traveler Rating

Most disappointing. Our final hotel out of 15 hotels as we went round the world over 4 months. We were here to enjoy the Indian wells tennis before finally heading home. We had stayed in numerous Hilton hotels along the way as we are platinum members. The hotel in La Quinta is well positioned and parts recently refurbished. My issues lay with the reception staff and front of house supervisor in particular. Absolutely no warmth, welcome, appreciation or customer service. The Front of house supervisor - who we understood to be new- was very defensive when we raised a potential query with our account which we simply did not understand. Whilst we had a maintenance man help with our bags on arrival, there was no one available on departure and no apology from her. We had a lot of bags! No welcome or pleasantries from the staff. The bar was closed by 9pm , not much use when arrival back from tennis was often after 10pm. No room service … only a corner stand offering cookies and soft drinks etc. Dominos round the corner did a roaring trade. This place could do so much better in such an affluent area. The front of house supervisor needs some training in Hilton ways and customer service which in fairness is usually fantastic in the States. Not on this occasion. A Most disappointing end to some truly wonderful hotel stays …. But then there had to be one!

Housekeeping very spotty, and communication with the front desk was poor. I asked in my reservation for 2 washcloths per day. Only one was provided. I was told housekeeping came daily, but they skipped our room. At 5 pm, I requested, and they brought, extra washcloths. The next day, housekeeping came and took the dirty washcloths but did not replace them. Really?! Breakfast was gross - no one to clean and bus tables, serving utensils sliding into food. Fresh fruit covered with preservative goop. Air filter in our room was filthy. I won’t stay here again.

Outstanding customer service in a great hotel right across the street from Old Town. Jennifer at the front desk found us a quiet room when we needed a last minute place to stay. Then manager Gina was very friendly and took great care of us. The complimentary breakfast was a nice treat. Highly recommend.

I like the way Embassy Suites are set up. It's a treat to have the other room to relax in. They do a good breakfast, and there's a happy hour every day. Our bed was kind of soft. The shower was good and the coffee maker was good. No little amenites like a shower cap or magnifying mirror. My biggest problem was the terrible lights by the bed -- impossible to read by.

Our stay here started out in a disappointing manner, although overall improved with time. We arrived at 3pm (check in is at 4) and the front desk employee could not give us an ETA for the room being ready. We came back just at 4:15 and the situation was unchanged. Ultimately the room was not ready until 5:15. We were not offered any kind of compensation for the late room. We had only a short time to get settled before the evening reception. Our room was probably the worst in the hotel- the outside window (from the bedroom) faced the roof of the entry building leading to a very obstructed view. The window from the living area was interior to the hotel lobby so we had to keep the curtains closed which led to a dark space. Otherwise, the evening re option was good- choice of drinks and snacks always included a veggie as well as something with protein like cheese and usually pretzels or chips. On the weekends there was a kid section with fruit punch, Goldfish crackers, trail mix, as well as coloring sheets which was a nice touch. Breakfast was good- always fruit, pancakes, sausage, bacon, scrambled eggs, potatoes, oatmeal, bagels, toast, yogurt as well as made to order scrambles. The pool was warm and clean. There was no pool sauce drink or food service- suspect this is seasonal. Overall we enjoyed the location, included amenities, but didn’t love our room and were disappointed in how the late check in was handled.