This hotel was a bit disappointing for a JW. The hotel grounds are lovely and our family enjoyed the many of the amenities. The boats were a big hit with our 8 and 9 year old boys, and the grounds were lovely. Unfortunately, we had several issues with the resort. Check-in was a breeze, and we were greeted by a very helpful gentleman who told us all about the resort, as it was our first visit. The parking was a pain. The parking structure had limited spaces, and getting to our room was a nightmare. I asked for help at the first door we came to and our questions were not well received by the staff. They were very annoyed by the fact that we stopped in--much unlike what I expect from a JW. Eventually we found our room on our own. The resort is quite large and it was a hassle for our friends traveling with young children. It was cramped and the patio was covered with insects. It seemed as though the door hadn't been opened for some time, and when we did open it, tiny white flies swarmed into the room. I called the front desk and was advised, "It is summer in the desert. There will be bugs." I found this response to be incredibly annoying. We stay in the Palm Desert area frequently, including summer visits, and this was by far worse than any other "summer insect" experience. We cleaned the patio on our own and enjoyed the warm summer air that evening. The next day, we were ready to hit the pool. The main pool is an absolute party scene that seems fun at first but later in the day, the entire top layer of the pool was greasy and beer-filled. It is standing room only in the water and chairs were virtually impossible to find out of the water. We moved to the family pool and found success there. The gentleman who helped us was fabulous and made up for the rest of the problems. The trip ended nicely, but the cons outweighed the pros. I really wanted this to be our new go-to desert resort, but I don't foresee us returning in the future. There too many other wonderful resorts in the immediate area to risk it with a second visit.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking time to share all aspects of your stay at our resort. We’re pleased that you did receive exceptional customer service in getting settled at the family pool, but I apologize that not all your customer service experiences were as favorable. Customer service is a top priority for the JW brand and a strong focus for us here at JW Marriott Desert Springs, so we certainly will review your concerns as a team. If you would like to further discuss your experience, please do not hesitate to contact me at 760-862-1586. We do hope you will give us another opportunity to show you a top-notch stay in the near future!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.