This is the WORST hotel experience ever!!!!!!!! How this place has good reviews is beyond me. Checked in after hours, no receptionist, just a call box to an answering service and drop box. Got to the room and was utterly shocked. OLD OLD OLD WORN WORN WORN in every possible way from the furnishings to the appliances to the bathroom tile, tiny shower and toilet, I can rant on an on. The bed pulled out of the wall....the bed pulls out of the wall...but I was stuck and already paid over the phone from a terrible recommendation from HOTELS.COM (1st time I ever used their service). There is a restaurant in front that had loud music past midnight. I had an early morning tee time, check out was 10 AM, so I called their answering service and tried to get a late checkout of 1 PM. Second call to the service I asked if it would be an issue, they assured me it it would not and the front desk would return my call first thing in the morning when they arrive at 9 AM...NEVER GOT A CALL. 11 AM my wife got kicked out from the front desk person, YES KICKED OUT and very RUDE about it also. I got a call on the golf course from an IRATE wife, enough said. I am a seasoned business traveler, between 30-50 days a year on average, I know hotels and service; this place is unbelievable, I can't put this review on enough travel sites, DO NOT GIVE THIS PLACE YOUR BUSINESS. I will never use HOTELS.COM ever again and tell all my family, friends, co-workers and anyone else who will listen not to use their site or ever stay at this hotel.
Difficult parking a truck (I have a F150 Super Crew), no receptionist or front desk after normal hou...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I wanted to take a moment and apologize for the unpleasant experience you recently had at the Sands Hotel of Indian Wells. I appreciate your feedback about your stay. The room you booked on Hotels.com was a studio unit with a Murphy bed and queen size sleeper sofa. That description is clearly stated. There are many pictures of the guest rooms at the hotel on Tripadvisor and Hotels.com. They show images of the same furniture your room was furnished with. I am sorry they did not meet your standards.
I have spoken with the front desk clerk who was on duty during the time of your stay, and unfortunately he did not call you back when he got into the office the morning you were due to check out. He did call your wife and offered a late checkout of 11am that day. Due to the hotel being sold out and the incoming reservations we had for that day, 11:00 am was the latest checkout time he could grant. He offered your wife coffee and informed her that she could relax in the "Coachella" room and watch television until you returned to pick her up.
I also want to apologize for the false information that was given to you by our afterhours answering service. They are unable to give any kind of late checkout or early arrival and have been informed that any further requests must be handled by the front desk staff only.
We will be implementing new procedures to ensure that this does not happen again in the future to any guest that stays with us.
We wish you nothing but the best on all your future travels.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.