TripAdvisor Traveler Rating

Once upon arrival, Coleman checked me in and made the process so easy and painless. He even carried my bags to the golf cart for me! He was very helpful with room, resort, and food information! Thank you Coleman for making our arrival so easy!!

We brought my 82-year-old mother to the resort to celebrate her birthday. We intentionally chose the vacation villas because they are roomy, tastefully decorated, and have kitchens. I wanted to book at the Westin in ShadowRidge but got the names confused. I checked in with Ryan who was deceptively friendly. I asked whether I could extend my stay for another night, and he said they had no rooms. I told him I intended to book at ShowdowRidge, and asked whether he could check to see if they had a room for two nights. He told me I'd have to phone myself. I called the reservation agent. Ryan asked for the phone and said the agent hung up. He then said he would speak with his manager and see what he could do. He returned and said Shadow Ridge had no rooms there but they found a room for me at Mission Hills for a total rate of $232 with parking waived for each night. This process took well over an hour. We gave my mother the bedroom. She awakened in the middle of the night at approximately 2:00 a.m. with bug bites all over her arms. We didn't know if they were bed bug bites or mosquito bites. The front desk said that we would have to leave the room immediately, leave ALL of our belongings, and move to another room. Their protocol is to have EcoLab inspect the room and our bags for bed bugs. They moved us to an ADA room that smelled. My mother left her purse in the golf cart of the security staff that moved us. We called the front desk and asked that he return the purse but he disappeared for over an hour. He eventually returned the purse with $100 missing. The hotel staff began calling us at approximately 10:00 a.m. to tell us that EcoLab would not be there until 12:30 p.m. They offered us breakfast but we did not have our clothes, they made us leave them all. My husband went to get our breakfast and we were grateful. At approximately 3:30 p.m., Myam, the front desk manager, called to inform us that EcoLab said there were no bedbugs, but they did find mosquitos. We asked for a new room. Myam suggested we return to our room since it had been treated and our things were there. We agreed. She said someone would call us when our room was ready. Around 5:30 p.m., the housekeeping staff started harassing us and telling us they needed to clean the ADA room. We phoned the front desk and they said we could return to our old room. The pics below depict the condition of the room when we returned. We were in a state of shock. We phoned the front desk and asked for a new room, and they refused. They sent housekeeping to clean the room while we sat and watched. I couldn't make this up. It was a twilight-zone experience. That evening, I phoned the front desk to ask for a noon late check-out. I was refused. I phoned the front desk the next morning and they confirmed that a 12 pm check out was fine. However, at 12 pm they began to harass us about leaving. I told them we were waiting for my husband to return and when he arrived, we would leave. They phoned every five minutes and sent someone to the door every 15 minutes. When I checked out, I was amazed that not only did they not give us credit for at least one night's stay, there was no credit for parking and the room for the second night was $107 more than what Ryan and I agreed. So basically, the $100 credit for breakfast was taken away by overcharging us for the second night. I asked for a call from management and never received a call to discuss the discrepancies.

Being a Marriott Bonvoy member would give you great benefits such as expedited entry when checking in. It was James that in less than 5 minutes, he already got me going to my room and the things I have question is already explained in the handouts. I did not enjoy the full benefits of the property since I am in a work convention but everything else around like happy hour (4:30pm-5:30pm currently), outside workout classes, water and ice access, are accessible.

I joined my wife for a conference. I was looking forward to a break. Like many things in the Inland Empire of California, there are problems doing things well and in detail. The shower head drops on a pole and will not stay in place, so it will not stay in place to cover your body. Clearly, this is a long-term problem. All four elliptical trainers in the gym function in different ways. It's very frustrating and useless. I called them for service, but I did not get an answer. I did not come here to fix the obvious and long-term problems, so after getting no answer, I wrote them off. This is the place if you need a Motel 6 experience in attention to detail and things working. I experienced this in the first couple of hours. What will the rest of the stay bring?

This had been one of my favorite spots for many years, but it has been on the decline fire the past couple years. We have done an annual trip with multiple families for the past 12+ years. The villas provide everything you need, a full kitchen, washer, dryer and bbq on your patio or balcony. In the past, you could go back and forth between this property and the Westin Spa and hotel that is next door, but that has changed. The villas lacks amenities. It has a small work out room and a cafe/ Bar that services the pool area and that's it. This weekend was far slower that any weekendwere usually we have been there before, yet it took 28 mins to get a drink at the pool. That was the first one, the 2nd drink order took 40 mins. The restaurant/ bar was understaffed. Thenormally immaculate overall grounds have declined. They do not honor any Bonvoy status. I am Platinum Elite yet could not get a late check out beyond 1hr. On this trip, the villa was missing bathrobes, and a cutting board. The grounds are usually immaculate but not on this visit