This is the second year in a row that we have stayed at this resort. It is really a beautiful, relaxing place. The hotel is historic as it was built in the 20's - a lot of old California movie history there. I love the small bungalows. The rooms are really wonderful. But the service needs work. I fear that the same thing is happening as in a lot of service businesses - they don't try to keep and maintain the staff as that is where the cut costs. Here is what we experienced on our last trip just few weeks ago:
The line for check in was extremely long - this we did experience last year as well. There were 3 people checking guests in with a line of 12 people trying to check in. They need to have 5 or 6 front desk people for a busy check in time on weekends. After waiting about 20-30 minutes we got to the counter and we told the room was not ready - did we want to upgrade to a room that was ready for $30 more a night? At first I had thought I had heard incorrectly - so I asked for clarification, " Are you asking do we want to pay $30 more a night because the room isn't ready?" She said well yes - we do have a room ready but it a more expensive room. She went on to explain that they had really overbooked the less expensive room. Now in my experience a good hotel that doesn't have your room ready will upgrade you at no charge if they don't have the room at the rate you booked. I told her no, we would wait at the bar. I was grumbling about this to my boyfriend when we sat down at the bar and the bartender over heard us and apologized and told us we should speak with the manager and he told us our soft drinks were on the house (super service there). We never spoke with the manager - we never saw him in the lobby and our room was ready within a half hour. My take on this was that the management is encouraging upselling of the rooms when guests check in. Really I can't remember when a hotel has tried to put me in a more expensive room after I have booked the reservation online.
The restaurant - the coffee shop on site - twenty6 is very spotty. The next morning I went there for breakfast and although it was terribly busy they were understaffed. It took about 10 minutes before someone came over and I had to ask someone to send that person over. It turned out that was an intern - she seemed to be running the restaurant (really?) she was heading back home in a few days to school. I had to ask three people just to get jam for my toast. The next day we ate there again and a small child had stood up to lean on one of the glass dividers between tables and it fell onto the table next to them - luckily no one was sitting at that table as it was a heavy piece of glass (maintenance issues as well?).
Their billing - again for the second year it takes several days for the charge they automatically make on your credit card to come off. Much longer than other hotels. I paid for the hotel with my Amex points and did not charge anything to the room. The resort fee (don't you love those?) was supposed to be $54 in total - but two charges for $36 as well as the $100 they precharged for incidentals was pending on my account for several days. The $100 finally disappeared, then one $36 was charged and there is another $36 still pending over a week later. I called and left a message for the accounting office - in the message I was assured I would get a call within 48 hours - no call has come in yet and I called five days ago.
My message for the management - I see you spend a lot on landscaping and keeping the rooms nice - which is great, but training and spending more attention on managing the staff working at hotel and restaurants is just as important in order to make the stay great.
- Also Known As:
- La Quinta Resort & Club Hotel La Quinta
- La Quinta Resort & Club Hotel
- La Quinta Resort And Club
- La Quinta Resort
- La Quinta Resort & Club, A Waldorf Astoria Resort Greater Palm Springs
- Official Description (provided by the hotel):
- La Quinta Resort & Club and PGA WEST® is a world-renowned Southern California desert retreat featuring 796 elegantly appointed casitas, suites and villas; the 23,000-square-foot Spa La Quinta® with 41 pools and 53 hot spas; 41 tennis courts; over 100,000 square feet of indoor and outdoor meeting and banquet facilities; and exceptional cuisine at Morgan’s in the desert, TWENTY6 and Adobe Grill. Known as The Western Home of Golf in America® and named ”North America’s Golf Resort of the Year,” it is home to five award-winning golf courses and four private courses – designed by legends Arnold Palmer, Jack Nicklaus, Pete Dye, Greg Norman and Tom Weiskopf. Golf instruction is offered at the PGA WEST Golf Academy. ... more less
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