An impromptu girls getaway led us to this resort and spa. It is quite a few miles outside of Palm Springs in Indian Wells. After turning our car over to the valet at the entrance to the hotel (valet service is $18/night, but self park (quite a hike) is also available), we were greeted by a hostess serving flutes of iced tea (a nice touch). We were able to check in easily (although at some 5 star resorts I've stayed in, check-in is not necessary...just give them your last name, they've been waiting for you). Our room was as indicated when we booked through a travel internet site. However, we had indicated that there would be 3 adults staying in the room but the room was only stocked for 2 (not enough towels or glasses). In addition, there was no mini fridge, instead one had to be ordered (this should have been standard at a 5 star) and there was no in-room safe (again, should be standard at a 5 star given the clientele they generally attract). Our corner room (which is 200 SF bigger than a standard room) was spacious and neatly appointed (however, the curtains were 1970's style) and the wall paper in the bathroom had begun to peel (even though this hotel had undergone a remodel). The mattresses were substandard for a 5 star as were the scratchy bed linens and foam pillows (again, should be high thread count cotton and goose down pillows in a luxury hotel).
The pool was big with plenty of lounge chairs, umbrellas, and side tables, however, the poolside service was very slow (especially during a non-holiday, end of season weekend). The food by the pool was good and there were enough offerings.
We ordered room service for dinner and, again, the food was great (except skip the milk and cookies, as the cookies are nothing to write home about). The french fries are a must have.
The next morning the 3 of us had spa treatments at the on premise spa. Our spa experience was fabulous. The staff was prompt, courteous, and highly trained and the ambiance was relaxing and enjoyable. We highly recommend the Deep Cleansing Facial, the Cocoa Butter Massage or teh Hot Stone Treatment. The only downside is that payment is required up front, prior to service, and an 18% gratuity is added. I think adding the gratuity prior to the service being rendered in un-called for. And, I would have gladly tipped 20% or more but there was no opportunity for that.
Finally, we requested a late check-out (check out is at 12:00) to accommodate the finish times of our spa treatments. I had to speak to a supervisor after being told no at the front desk, and even she only allowed us 1/2 hour. Given that check-out is 12:00 and check in is not until 4:00, they should have easily accommodated a late check out for guests using their spa.
This hotel is not in the 5 star class it rates itself, although the spa is. Overall, our stay was enjoyable, but the WOW factor was missing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.