TripAdvisor Traveler Rating

No answer calling front desk!

I am writing to formally express my dissatisfaction with my current stay at the DoubleTree by Hilton Palm Springs. We paid nearly $2,000 for a week-long stay based specifically on the amenities advertised, including outdoor fire pits by the pool, fire pit seating areas, ground-floor rooms with fire pits, and updated rooms. Upon arrival, none of these amenities were available to us. We were informed they exist only in a very limited number of rooms “if installed,” which was not disclosed at the time of booking. Additionally, the room we were assigned is not updated as advertised and is in poor condition. The carpet appears unclean, the furnishings are worn, and the overall state of the room falls well below what is expected of a Hilton-branded hotel at this price point. This is not consistent with the description used to market the property and directly influenced our decision to book. This situation constitutes a significant misrepresentation of the property. Had the amenities and room condition been accurately described as limited or unavailable, we would have selected a different hotel. We have just checked in and are already considering leaving due to the discrepancy between what was promised and what was delivered. I am requesting that Hilton review this matter promptly and provide an appropriate resolution, whether that be a partial refund, relocation assistance, or other compensation. At minimum, the property’s advertising should be corrected to prevent future guests from experiencing the same issue. I look forward to your timely response.

20 years later. We are disappointed that the property is worse under Hilton management. The rooms are tired and in need of a renovation. We had a random board fall off from under the night stand in one of our rooms. The young front desk staff we encountered at check in was okay but not great. They were flirting and on their phones when I walked up to greet them. We stayed here for the golf, but were disappointed by the quality and customer service of the hotel since it was acquired by Hilton. We loved it when it was still managed by desert princess.

The hotel is clearly showing its age, though the property itself is still in decent condition. Unfortunately, the service was the main issue and ultimately made our stay unenjoyable. Housekeeping never serviced our room. We specifically asked the front desk to have it cleaned earlier in the day while we were out and were told it would be done by 1:00 p.m. That never happened. When we returned around 3:30 p.m., housekeeping knocked and asked if we wanted service, which defeated the purpose of requesting it earlier. The front desk staff throughout our stay were consistently rude and dismissive, often barely looking up when we approached with questions. The late-night staff were especially unprofessional—frequently absent from the desk or distracted on their phones. One exception was a front desk employee named Gracie, who was genuinely kind, attentive, and welcoming. She clearly understands what good customer service looks like and stood out in contrast to the rest of our interactions. We also noted our anniversary when booking and requested a higher-floor room with a view. We were initially placed on the first floor facing a wall. When we asked about alternatives, we were told the only other option was another first-floor room facing the parking lot, which we accepted as it was slightly better. Later, we learned that multiple rooms on higher floors were vacant, which was frustrating and disappointing. The pool area was very nice, and the hotel itself has potential, but the lack of basic service and the overall attitude of the staff overshadowed any positives. Unfortunately, due to our experience, we would not stay here again.

Double tree Cathedral City has been a treat My family and I have been enjoying the hospitality and professionalism of every staff. I gotta shout out Jesse. He went beyond his standard duties to make my stay here amazing. Jesse was very warm hearted, an excellent listener and very detail oriented. My family and I feel very blessed. ?? Kevin heard my deep longing for a scenic view& got us the best room. He’s the best. Happy New year