Numerous problems with this hotel:
-- Check in was chaotic. Esmeralda requires that business guests fill out a "corporate authorization form" in advance in order to place charges on a company credit card. That was a hassle, the hotel never bothers to confirm whether it received the form or not, and I had to fax it to them several times a week ahead of my stay. When I got there, guess what? They did NOT have the form on file, even though I checked back twice the previous week to make sure there would be no problems. Big hassle at check-in, after an exhausting flight.
-- No refridgerator in room, as requested. Mini-bar was NOT locked, as requested. In-room internet service is confusing, had to call several times to understand that the internet billing is automatically added to the room, then subtracted at check-out.
-- Concierge provided INCORRECT information about nature trails, wound up wasting nearly 2 hours walking to residential neighborhood because she did not listen to specific requests. Did not even offer a taxi ride to the actual location I was seeking in order to demonstrate good customer service, had to wait for a cab and pay for it myself, even their error cost me dearly in terms of time and energy.
-- Needed help with luggage when checking out, no one available, had to carry and juggle multiple items (no cart available either) with no staff to assist (passed by in hallways and lobby, no one volunteered to help)
-- Dinner was unpleasant as the waiter barely spoke English, didn't understand questions about food allergies and menu.
Overall, the hotel trains its staff to constantly say things like "isn't this a beautiful hotel? Aren't you having a great time?" These are close-ended, sales questions without any real concern for a genuine answer. The hotel is very high-priced, and definitely NOT worth staying at. Recommend price comparisons and staying at another facility. I responded to the guest survey and gave detailed information about the problems with my stay, hotel management (and Marriott) have chosen to not respond to my issues or get back in touch. That should tell any savvy traveler about the REAL nature of their so-called customer service.
- Also Known As:
- Renaissance Esmeralda Hotel Indian Wells
- Renaissance Esmeralda Resort And Spa
- Renaissance Esmeralda Resort
- Renaissance Indian Wells
- Indian Wells Renaissance
- Reservation Options:
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