This is a nice clean property. However I would not visit during Covid restrictions. When we were there we went to the pool to relax. There was only one other couple at the pool, and they were sitting on the other side of the pool (lengthwise), at least 70’ away. We thought it was a little odd that they were wearing masks outdoors by themselves. We soon figured out why. An attendant came and told us that we needed to have masks on at the pool. We pointed out that we were sitting a good 70 to 80 feet away from anyone else and were outdoors. No matter, we had to put on a mask to lay in the sun. We asked about ordering drinks and were told that we could take the masks off if we were drinking. So we ordered cocktails. Then we were told that we had to keep our masks on, lower them slightly to take a sip, and then immediately put the mask back on. However, if we were standing in the swimming pool with our drinks we could take the masks off. It was too ridiculous so we left and went to the “quiet pool” where there were zero people. Within 5 minutes we were told we had to have a mask on, even if sitting there entirely alone. So we left there, and spent no more leisure time at the property. I am all for being safe and adhere to social distancing and mask rules. But having to wear a mask outside when alone at a deserted swimming pool is beyond ridiculous. That said, the room was nice and spacious. …
We arrived at Desert Willow Villas on the day the latest shutdown came into effect. We had been assured we could stay that night because the hotel had not received a final decision as to whether they were staying open. We were very politely told that we may have to leave as soon as the day after check in if that determination was made. We were already halfway there so we decided to show up and see what happened. Upon checking in, we were greeted warmly and checked in for our entire stay with no mention of early departure. It appears that the decision was made that there would be no new check ins but people already there or arriving that day could stay. 2 pools were open and the small store. Tennis/pickleball courts were open but no equipment could be loaned. Our 1 week stay was awesome. The small 1 bedroom villa was perfect for 2. It had everything we needed in the unit. Plenty of pick up/delivery food options close by and a Ralphs within walking distance. The place was immaculately clean and the staff were amazing. They could have easily ignored many aspects of customer care because there were so few people with such low expectations given the circumstances. But, instead of letting go they stepped in. Everyone we interacted with was kind, informative, and appreciative of the few guests that enabled them to stay open. When our scheduled stay ended, we were delighted to add a few extra days which was handled very easily. This is generally a nicer place than we would stay at so I can't compare to other upper end properties. We found it perfect for us and will return again some day.…
Having been stuck home since March, my family of 3 decided to risk an adventure beyond our front door right after Thanksgiving to the treacherous far off land of Palm Desert (about a 2 -3 hour drive from our home in LA), where the risk of getting hit by golf balls & golf carts hangs forever in the air. We chose the Westin Desert Willow Villas because of the great price for a 1 bedroom villa and because AAA had deemed it worthy of their “Enhanced Cleaning Whatever” designation, so we were willing to blindly trust Marriott resorts & AAA to keep us COVIDedly safe (I researched to confirm pools were safe assuming proper cleaning protocols and safe-distancey behavior by guests). Our room was dark (bc our kitchen window opened to a wall) but spaciously nice. We enjoyed the fireplace nightly and I even took advantage of the large jacuzzi tub, which was big & nice but could’ve used more variety of jet-placement to allow jets to better hit different parts of one’s back. The pool we went to daily, the Ironwood (we only had 2 options bc the main/largest of the 4 pools was closed, and one was a “quiet only” pool which ruled us out bc we have a 7year old son who isn’t especially familiar with the concept of “quiet”) was nice and allowed for spacing, mostly bc there weren’t that many kids or people in the water. Pool staff was friendly and helpful and could be seen quickly spraying down any area that guests had left. Besides the main pool being closed, so were all the slides (which looked like a lot of fun) and hot tubs. It would’ve been nice to have some sort of 1-family-at-a-time hot tub option (with 10-15 minute limit if people waiting or with sign-up sheets where guests can reserve a 30 min time slot). Which leads this review to my biggest complaint... Unfortunately, a LOT of other things were closed as well, including all onsite restaurants & eateries, except the little “market” that closed at the oddly and inconveniently early time of 2pm (one restaurant closed the day BEFORE we arrived), which was very unexpected and disappointing. Maybe it was noted on the Marriott website when I made the reservation and I missed it, but it definitely wasn’t mentioned when I called before our trip to ask a question, and I would’ve liked to have known in advance that so many things were not going to be available to us (the big pool, hot tubs, restaurants). That would’ve impacted my decision-making process. Lastly, I’d like to mention the staff, who ranged from super awesome to annoyingly dismissive (& a definite lesson that it really matters who you talk to or ask). 1st, before we came, I called to ask about possibly adding another night at the end of our trip, and was told that wouldn’t be a problem as long as that room type wasn’t sold out yet (he offered to help me right there), and he noted they were running at 80-90+% capacity (if I remember correctly) so probably best to not wait too long. Then, upon arrival, I asked the guy checking us in the same question. His response was that I would have to make another separate reservation online and then call the front desk to see if MAYBE we could keep our same room. Then I called the next day and was told by the very friendly and helpful Armando that he could extend our reservation for us AND at the same great rate (& that of course we could stay in the same room). So we want to give special praise and props to Armando who demonstrated excellent guest support and who represented Marriott/Westin wonderfully. But it’s not good when different staff provide different answers to the exact same question. Another example of “it depends who you ask”, early on I went to front desk to make a very random request for small packets of mayo (which we hoped they’d have bc of their restaurants). I was told they would check with housekeeping and deliver or get back to me. They soon called to say they couldn’t find any for us. The next day, we learned our son needed 2 paper plates for a school activity, so my wife made that random request at the front desk. Instead of the “I’ll try to find some for you” my wife was outright told, “no, we don’t have anything like that.” We are going to go on the assumption & the hope that this discrepancy in responses had nothing to do with the fact that I’m white and my wife is Latina, despite the fact that we’ve had past experiences elsewhere that tell us otherwise. Another example of it depends on who you ask was in our response to the question: can we please have a late check out? 1st time we asked, I was given a quick “no, there aren’t late check outs available”, but when I called the morning of departure, Armando (to the rescue again), checked and said, “sure, I can extend you to 11”. So the staff score card is: pool staff, housekeeping, and Armando: 7 for 7 (points for reservation-extension, late check out, friendly pool-towel support multiple days; quick delivery of requested supplies; help w deactivated key) and everyone at the front desk besides Armando: 3.5 for 8... a couple of them were genuinely nice and warmly welcoming, but others were definitely not, and came off as dismissive and short (not in size but in conversation/responses). I didn’t get names because I’d rather praise great service like Armando’s, rather than get folks in trouble. I do wish I got the names of the great Ironwood pool staff and of the front desk woman who at least tried to find some mayo, bc Armando definitely wasn’t the only great staff member, but he repeatedly stood out for his friendliness and helpfulness. And a couple others definitely stood out for their lack of friendliness and helpfulness. And there should be some more training because in theory, all staff should have the same answers to the same questions (or learn to respond, “I don’t know the answer to that but I’ll find out and get back to you as soon as possible”). Would we return? For the right price for the same type of room (preferably one with more sunlight). We’d be interested in trying their onsite eateries, and the pool slides looked like something our son would love, so we’ll definitely check prices here on future trips to the desert.…
We stayed at the Westin Desert Willow villas for an overnight golfing trip with a bunch of guys. We were very pleased with our stay at this resort. The facilities are very clean. The rooms also were spacious, well-maintained and well furnished. Our unit came with a king size bed in the master bedroom and a very comfortable pull out sofa in the living room area. It also had a spacious fully equipped full size kitchen which we did not really use but would be very handy if staying with a family for a longer trip. The bathroom was also very nice, spacious and clean with jacuzzi tub. Plenty of room to hang out with a spacious living room area and full dining area. There’s also a good size balcony with a view of the adjacent golf course. I would definitely return again in the future. The staff were also very friendly at check in and check out.…
Do not stay here! Especially Bonvoy loyalty members! This property made fraudulent representations that the amenities are “open”. Given the pandemic, I called the property manager 2 days before arrival to inquire about closures due to COVID. I was told the main pool would be closed for renovations and no cabana rentals are available but that the property (which is enormous) had operating food & bar available. After a 2.5 hr drive from San Diego to Palm Desert upon check-in I was told that in fact no food or beverage was available on property. I was not planning to have to buy groceries to prepare every meal or to have to do pick up or delivery with third party companies in order to have a “vacation”. The property only begrudgingly allowed me to leave after one night without penalty after I raised this serious false representation to them and the impact it would have on any relaxation I hoped to enjoy. Happily, I am leaving this place after one night! Last night I was told the enormous property had not one single extra comforter available -hours after I requested it. This morning I woke up to spend a miserable single hour at the one open outdoor pool near my room only to discover pool towels are only issued from the front desk upon check-in. Needless to say my party of 4 received zero pool towels. While I appreciate the change in procedures due to COVID, but these people lied about their amenities 2 days prior to arrival & falsely tried to claim the closure of their last restaurant was due to “purple” status when it is clearly due to the main pool renovation. Moreover, I have been staying in several Bonvoy properties in CA during the pandemic and none have made false representations when I’ve called to clarify my needed preparations. I’m hoping the Westin Shadow Ridge Enclaves will be anything remotely more like a professional hospitality property. I’ve learned that the Desert Willow property staff falsely told me that the other Westin properties had restrictions that are “more strict” than this property (which was dispelled by a simple phone call to the next property). The manager at the Enclaves has been very welcoming and forthcoming regarding the procedures in place on their property. I never thought I’d have to be relieved not to be lied to.... If you are a high level BONVOY loyalty member as I am - forget about any service or welcome. No early check-in; check out is at 10 am (I was only given a “late checkout” at noon after I raised the long gap I’d be experiencing because of the move to a hopefully better property). Despite all of this, we STILL received a call at 10:30 this morning seeking to get us out of our room - we informed the caller that we were given a noon check-out for today. Not even surprised they couldn’t even get this right... The property is lovely, it’s a shame the management and staff are not interested in giving hospitality - or even telling the truth.…
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