The Ace in Palm Springs has got all the right stuff, it just needs tweaking. The re-imagining of the old HoJo's on the far end of the strip was a brilliant idea. The design and layout of the hotel fit beautifully into the landscape offering great mountain views from the pool area. As a family of four who don't like chain hotel environs this was a perfect fit for us. The Ace is more about selling a lifestyle than a traditional service hotel. They have so many bases covered that it ALMOST feels like they are taking on too much. It is very hipster/hipster family/gay friendly, lots of tattoos, kids, dogs and handsome people. The best music I have ever heard at hotel (around the clock tunes by the pool, but at the right volume and it never turns into a dance party) Age group that would be most comfortable here 22-50, but anybody with contemporary tastes would probably dig it. Considering the amount of young people and alcohol, the general atmosphere seemed very laid back compared to the spring break vibe at some other local hotels.
The Greats: Layout,design, sitting areas, pool, bar, locker room at pool, outdoor fireplaces, excellent restaurant, comfortable for young kids. Gorgeous towels (both pool&room) beds, lotions/soaps, plasma TV, uber stocked minibar. Central AC, killer pool misters
The Goods: Room furnishings are imaginative, stylish and functional. Rooms are on the European feel smaller side, cozy and romantic, but elbow bumping with kids.
The Bad: The SERVICE, and the main pool being open to the public during the day creating some overcrowding.
The management has got to refocus on their service, I loved everything about this hotel except the service...it came within inches of ruining our trip.
Reservation on hold for 8 minutes.
Couldn't check in until 3:15 (hotels that force the later check in drive me crazy anyway, but when you have kids and are at a sun based resort, it's a little irritating)
Called for linens for our twin beds, took over one hour, two phone calls. If they have the beds, why isn't this in the room?
Sunday morning coffee bar was open, but the girl running it couldn't operate . Two sets of people got up and left because they couldn't get waited on while I waited 10 minutes to get two coffees. The server looked at me like I was from mars when I ask for milk for the coffee
she couldn't work the register, couldn't make change for cash. I was very patient, not pushy.
We later tried to have breakfast at the restaurant but they were slammed, we then ordered food by the pool and it took an hour and fifteen to get a coffee, a bloody mary and one plate of eggs and some granola. Upon asking for a late check out, was told that the housekeeping staff couldn't manage it (fair enough, except the people next to me got it until 3pm, as did the people after them...hmmm? I swear I asked real nice.) Another gripe is that the second pool was closed due to a wedding, this to me is weird, the hotel is so busy trying to make money selling this space but the people paying for it can't use it. When I asked the desk about the second pool, the young girl replied that the pool is open sometimes...??We were charged $30 for towels that we in fact returned and signed for, later refunded. The girl at the spa barked at me and my son to be quiet as we soundlessly traversed the spa corridor: I replied that we could both read the ample signs.
This hotel has a great design framework and many of the details are super groovy. Maybe I'm neurotic about details, but if I'm spending good money, in tough economic times...I'm just saying. That being said most of the staff were trying really hard, they have obviously been schooled towards the customer is right theory, management just needs to step it up...all I wanted to do was spend money on food and drinks.
p.s. I think charging $8 a day for parking away from downtown Palm Springs is greedy, they have the spaces, aren't the room rates, tax, spa treatments, pool bar, regular bar, restaurant, weddings generating enough $.
The concept at the Ace is great, but with good design, function most follow form. Work it out and it will be the coolest place in the desert.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.