Robert Bagel

Review of The Westin Mission Hills Golf ...

I spent ten nights at this property. It is run dow...

I spent ten nights at this property. It is run down, poorly maintained, and service is average at its very best. My first impression of the room was a sticking door leading to dirty vents and furniture(see photo). What appeared to be specks of dirt in the bathroom were actually chips in porcelain fixtures and tiles. With an ice machine that does not work and the worn down look, the place has the feel of a dilapidated Super 8. The outdoor veranda was nice, but the furniture was covered with thick dust. Does anyone ever wipe down this stuff between guests?

Westin properties usually have great in room dining, but Mission Hills is the exception. The menu is limited, and there are discrepancies between the menu on the Bonvoy app and the printed room menu. Items were inconsistent. The identical entree differed from night to night, sometimes made with lettuce, sometimes kale, without explanation. When meals were delivered, items specific to a dish were missing, such as salad dressing or sauce. Upon both placing the order and delivery, staff strongly emphasized to call to have the tray picked up after dining. After two nights in a row of calling and then no one coming by, I gave up on the idea, and then understood why one sees food trays laying outside all over the grounds. So do not participate in this charade or delay bedtime waiting for a tray pick up.

I had an envelope mailed to the hotel, and was charged $10 for this service . I inquired about the charge, and asked where such charges are listed so a guest would know upfront. There was nothing in the room or on the hotel TV information to explain this. I was told it was online on the Mission Hills website. After a substantial search, I found nothing on the website. Additionally, my tracking info showed the envelope had been delivered to the hotel eight hours before, yet there was no attempt by the hotel to make the delivery, or even inform me of its arrival. When it was delivered to my room, I was asked to sign for the package, but inspection of the slip showed it is an invoice to authorize being charged. The lack of transparency on this hidden charge delivery process was aggravating and is extraordinarily dishonest. The delivery charge is listed as Rent-Other on the hotel bill. What an innocuous looking, misleading description to rip off guests for a few extra bucks! If the Westin Mission Hills can sneak in a line item delivery charge in a lengthy bill, who is going to notice? I am glad that I did.

Many say the grounds are nice, and they are in that they are in a beautiful part of the country. But nature, and not the Westin, makes this happen. To the contrary, rotting citrus fruit or large bird excrement tracked by a golf cart will be visible on a sidewalk for your entire stay (see photo). I did not see one person tending to the filthy walks during an eleven day stay.

It is tempting to think a leisurely stroll while looking at the surrounding mountains is possible, but sadly it is not. All main pedestrian paths are shared by golf carts, with hotel employees zooming very closely by pedestrians at surprisingly high speeds, with near sadistic glee. On more than one occasion I saw a guest yell, Slow down! out of concern for their safety. You will be so focused on listening for the whir of golf carts that your evening walk will be as relaxing as a stroll in the middle of Interstate 10.

I definitely would not recommend this hotel unless one needs to stay in the immediate area. To think of it as a luxury resort is ludicrous. General Manager Scaramellino, save your empty boilerplate reply to this review and do something meaningful, like hiring more people so the property can be improved and the service can show tangible improvement.