TripAdvisor Traveler Rating

I do not recommend staying here. The rooms are incredibly dated and need a massive upgrade. The restaurants (Rockwood Grill and Mikado) are TERRIBLE. The mini golf course is really just a putting green (no fun obstacles that the kids would like). The arcade is kinda depressing. Even the tennis courts are pretty mediocre. The lobby area and grounds are nice, but the room and amenities are below average.

We went during the Indian Wells Tennis tournament in March. Loved that the hotel had a complementary shuttle service running to and from the tournament. Spent two days at the tournament, and spent another two days playing at tennis facilities at the resort. They had a nice selection of classes, and their tennis pros gave phenomenal private lessons. Everyone there was incredibly nice and accommodating. Definitely recommend!

The accommodations were fabulous - very clean and comfortable. The staff were very friendly and hard working. We enjoyed all the nearby restaurants and I especially enjoyed taking tennis clinics with the staff at the Desert Springs JW Marriott Resort & Spa. Jim Leupold is one dedicated pro there along with his staff. I worked with Josh Warrilow and he was fantastic. We would have all age groups and all levels and Josh was able to accommodate all of us! He made it so much fun and we learned so much. Every day of the week you can sign up for different areas you may want to work on like Net Play, Ground Strokes, Serves, Doubles Strategy. It was a fun way to meet people from all over too. The place is a first class facility and the receptionist - Paula was a delight! Thanks again Josh for the great lessons and clinics. You are a wonderful Coach!!

We stayed one week And had a fabulous experience. We were watching the tennis tournament and playing tennis at the PBI tennis center on the JW Marriott property. I attended clinics and drill sessions, Josh was the instructor and he definitely upped my game in many ways. Thank you Josh and PBI! I highly recommend the program.

Our family stayed at your property on Friday, April 6, and had an inferior experience. Before writing reviews on online sites, we wanted to reach out to express our disappointment before doing so. I will start with the first day. I had called before arrival to confirm my room requests. The person answering for reservations, Ariana, told me that I shouldn’t have waited until the last minute, and she was not sure these could be accommodated the same day. I said my allergies were severe, and they had to be, or I couldn’t stay here. I asked for a manager, and she said there wasn’t one and gave me a number. She refused to transfer me and had an attitude. I called the other number and told them I needed a feather and fragrant-free. She quickly said it was fine but asked no other questions. I’m very used to hotels being super friendly and accommodating, especially when paying $1,000 a night total in fees. I felt I was an inconvenience, and it wasn’t a very confident feeling where I was staying. To make matters worse, when we checked in at 5 pm, the line was long, and only ONE front desk person, Alyssa, was working. I’ve never heard of such a thing when so busy. When we finally got to check in, I confirmed my allergy requests, and she quickly nodded. I also asked her if we could kindly add our Marriott rewards account to our room, which she said she couldn’t do. Again, I felt more like a rushed customer than staying at a nice resort. We were so hungry from a long drive, so I decided not to worry about the account being added. I asked about dinner options, and she said hotel guests could walk in, as I had previously asked and wanted to confirm. I then asked her how to get to the elevator to the room and certain locations since that info wasn’t offered. I could tell she was trying to hurry to the long line behind me. This wasn’t fair to anyone as we didn’t get the service we deserved, and she was left handling a long check-in line alone. We decided to go on to the room and get the kids settled. While getting lost to our room, we found nobody to help for guidance, and we were never offered help with our bags this entire time. We were struggling. When we got to the room, I entered to a strong smell. I immediately opened the patio door to air it out. The room was not prepped for my requests. I had asked for an air filter or fan on the phone as well, and that was not there. We let it be since we were exhausted and hurried off to dinner. I will not even detail how we were treated at the restaurants, but there was no accommodation for hotel guests at the time. I did stop by the front desk to let the manager, Kara, know that her guests had nowhere to eat, and I also mentioned the room requests not being made. Her only suggestion was to make reservations for the future due to being booked out through April. Instead of guiding us to a restaurant to ensure we were fed, she suggested we leave the property and go to Morton’s. We had a $100 credit for dinner and were told hotel guests wouldn’t have a problem being accommodated, so we didn’t think this was a problem. We have stayed at JW before and never had a problem getting dinner, especially when paying this rate. It was so upsetting, and we roamed the property for an hour trying to find food. We finally sat at a bar and waited for food at one of the lobby restaurants. Anyways, that was so frustrating. It was quite late when we finally got fed and got to bed. Now to the bedroom part. We wanted to leave the patio door open due to the fragrant smell, but it was too loud all night. We woke up with horrific allergies, blowing our nose along with the extremely uncomfortable bedding and pillows that never stayed properly fit into the mattress. Also, a light blinked all night, and our son could not sleep. Then we were woken by the hotel alarm clock at 6 am! This needs to be checked by housekeeping. Since we were all abruptly woken, we decided to check out early and leave. My husband and daughter packed up while I took my son to breakfast with awful service (our drinks never came), and there was a hair in the buffet eggs (photo taken). My breakfast was not made according to my allergies and had to be remade, so I waited a long time for that as well. I do have to say the server was super apologetic and said she was super busy. That was kind. We have never been so eager to leave a hotel properly. We never used one amenity but rushed to leave. This is not how a stay at a JW Marriott should be. We have stayed at many locations and never had this kind of experience with customer care. it was quite shocking. I don’t have time to write this email, but it was so awful that I wanted to write all the reviews. I have never taken time to leave a review like this, but the lack of care blows me away, and I hope nobody experiences what our family did. I have also never left a hotel room so early in the morning. We usually want to stay longer and use the amenities, especially when paying these prices. My husband travels with Marriott every month and has been loyal for decades. This is such a shock and disappointment. We hope someone finally takes our experience seriously and can make it right for any future Marriott stays.