BUGS!!!

BUGS!!!

I stayed here for about 5-days & was extremely disappointed in the customer service with a few unfortunate events.

When we arrived, we were lucky to have a room available and were very thankful for that. But, when we got to our room, there were bugs EVERYWHERE!!! I have videos & pictures. It was awful! We immediately called the front desk where they put us on hold for about 10-minutes. After they came back to the phone, they just said we are moving you. There wasn't an apology or acknowledgement of the situation. We asked them to bring us the new keys, because the walk to the front desk was very, very long. We had been traveling all day already.

We waited 30-minutes and still no key. We were starving at this point and decided to eat the restaurant. We stopped by the front desk to tell someone else the situation & that we were waiting on the new room keys. Again, there wasn't an apology or acknowledgement of the situation. She gave us our new room keys & took back the old room keys. She reassured us that they would move our luggage for us, while we were at lunch.

Review of the restaurant onsite... Way overpriced for what it is! WAY OVERPRICED.

After lunch, we decided to double check with the front desk. Glad we did, because our luggage wasn't moved. The guy at the front desk said, "per our policy we can't move your luggage without present." We explained the other lady told us it would be moved. He kept repeating that sentence to us. It came off extremely rude and disrespectful. We asked if someone could move our luggage with us, he said, "no, it's not that far of a walk for you." WOW. JUST WOW. Plot twist, we are in the hospitality industry and have a different microscope on this situation. He didn't offer a bellman or anyone to help us. We decided to walk away & handle the situation ourselves.

We went back, got our luggage, and went to our new room. The views were completely different and not as beautiful. Before, we were overlooking mountains and palm trees and other beautiful landscapes. The new room was facing the small pool on the side. I will say that the cleaning and other staff are way more friendly and respectful than the front desk attendants.

The new room? It was hot every day and every night. We had the thermostat very low & the room never cooled off. Ever.

I am highly disappointed in this JW Marriott location. I have stayed at many and never had this kind of poor service. I would not recommend staying here in Palm Desert. It's sad, because it has beautiful views and a vast property.