TripAdvisor Traveler Rating

When we arrived, the thermostat in our room was broken. Maintenance couldn’t repair it. They told us they could not move us because the hotel was sold out so we were without heat for four days. The room smelled musty and moldy. As one walked around the property you saw deep cracks in the cement on the third floor joints and pipes covered in duct tape. Someone put soap in the Jacuzzi so it foamed over our entire stay. All the washers and dryers were broken. One of the air intake vents was covered in mold (see picture). Lines for free breakfast were insanely long.

Hotel is dated and somewhat shabby. Breakfast was the typical "free" breakfast, no better no worse. No elevator, a low rise building, 2 stories. No maid service over Christmas, but that was explained when I checked in, I understood. But after I checked out and got a final bill, which was correct, I received an e mail with a revised bill that charged me $75 Pet cleaning fee. I didn't have any pet with me. How do I prove a negative to them? I've called twice, the second time talked to the front desk clerk who was very snippy with me, and refused to take the charge off my bill. She indicated she has to talk to someone to know why it was put on there. WHAT? How about just screwing with your customers and adding charges they can't prove or disprove after they leave.

Location, rooms and atmosphere was great! Front desk and HSK was very friendly. Very safe and quiet area! Great place to relax at affordable price!

wow. what a surprise to have such a bad experience at a marriott property. not kept up. poor communication and customer service. we booked for 6 nights and the fitness center had 12 of 14 cardio pieces broken. no signs, front desk people didn’t have a clue. i was told “rowdy guests” broke them?? really ? all 12 pieces- find it hard to believe. laundry facilities also broken. needed repair with no date to fix. we were told to go next door to the courtyard to use the washer dryer there. Paid good $$ for 6 nights and very disappointed. even upon check in i specifically asked about the fitness center and the the check in person failed to say that nothing was working. had to go and check each machine one at a time. waste of time. I would NOT recommend this franchise. there are a ton of places we could have stayed- next time skip this one

Please note: This is an edited copy of an email sent to area general manager and Marriott's corporate web site. When we received no response or even an acknowledgement of our contact we opted to share this story. My wife and I just returned home from a visit to Southern California that included a stay at the Palm Desert Marriott Residence Inn from Tuesday, Nov. 18 (2025) through our departure on Friday, Nov. 22. We stayed in a two-bedroom, first floor suite. ??We’ve had good experiences at Marriott properties in past travels. Our daughter is a regular business traveler and is a member of Marriott’s rewards program. But the experience at our most recent stay included a series of concerns: On the second day of our stay, we discovered an unsettling and serious lapse in safety and security. The first-floor patio door to our suite was unlocked, unsecured and available for entry from the outside by anyone. We did lock the door and informed your staff about this problem. My wife is partially disabled and maneuvers via a rolling walker. The property had limited number of ramps from the parking lot to the sidewalks and none within a reasonable distance of our suite. So she was forced to negotiate a tall curb and in the process a wheel snapped and broke. We were forced to make an emergency purchase of a new rolling walker that cost us more than $100. Further, parts of some sidewalks were uneven and challenging to traverse.? We prepaid the entire stay ($654.28) well in advance and upon check-in had an additional $150 placed on one of our cards for incidentals. We never incurred any charges and were assured upon departure that the charge would be reversed within three-to-five days. It’s now been 12 days since we checked out and the charges have apparently not been received by us.? While the suite was clean and beds were comfortable, four dining chairs at a table were incredibly scuffed, worn and even torn. The condition suggested a lack of care about appearances. (See photo) A closet door in one of the bedrooms was broken and difficult to slide open. (See photo) This final item is minor but an annoyance nonetheless. A TV in one of the rooms would not access any local channels or streaming services. The only feature that worked was the rotating promotional material for Marriott’s other properties.? We believe Marriott should offer us some compensation in light of concerns outlined above. ??Further, we’d strongly encourage managers and staff to address problems in rooms, consider improvements in access for disabled people and — most importantly — review safety and security. (Please note that Marriott does not actively manage this property. Another company -- Irvine, California-based 24 Seven Hotels -- apparently owns and manages it on Marriott's behalf. Attempts to forward a complaint with 24 Seven were not successful since there is no clear or convenient way to reach it via email or phone. It is possible to reach out to 24 Seven if one wants a job or to invest with the company).