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at the Hotel Paseo, Autograph Collection by Marriott
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POOR CUSTOMER SERVICE
Dec 29th, 2019
We stayed at this hotel on Dec 23, 2019 while on travel for Christmas. We were very disappointed and shocked for being what appeared to be a nice place to stay. The hotel is in a nice location but the hotel itself has some issues. It appears the issues we experienced are similar to what others have experienced and in each case the manager and/or Director of Operations responses are always the same. ie: "We're sorry your stay did not meet your expectations, we will share with our team to ensure we take action to prevent this from reoccurring. We would love to have you stay again." Summary of Issues we experienced for only being at this hotel 17 hours. CHECK IN-Female employee named Lizeth did not greet, welcome or identify us as Bonvoy elite members. When she asked how she could help me I told her I was checking in. She asked for ID and CC. Once she verified she simply handed me two keys and asked if we needed help with luggage. That was end of our conversation. maybe a total of 3 min check in. I later had to come back to the front desk to confirm welcome gift and details of property. Very unfriendly employee. I witnessed her treating others the same so it was not just us. SMOKING-Our room was on the second floor facing the west mountains. Someone near by smoking marijuana on the grounds. Could not enjoy our balcony or have our door open. PARKING-They have no problem charging $41 day for facility fee. When we arrived the Valet person was very attentive and professional. However, when we came back at 9 pm from dinner in town, there were unoccupied cars parked all the way to the street with no Valet person around. perhaps there was only one person working and could not keep up? We did not want to leave our vehicle parked in that line stretching to the street so we ended up driving down the street and parking on the street and walking back. When we walked back there was still no one around and a line of vehicles. NOISE-Apparently Valet lets people in extremely valuable cars (ie: Porsche) park their own vehicles? A customer driving a Porsche was able to park his own car on site near the front lobby entrance by "backing" into a "disabled parking only" spot (illegally). At 5 am the next day (Dec 24th) we were abruptly wakened to the Porsche owner idling his vehicle for 15 min and revving the engine constantly as he was showing off his car to two apparent friends who also have Porsche but parked theirs down the street (on the street). They were using cell phone lights and talking loudly comparing vehicles and bragging. Their exhaust was pointed right at the building and right below us. I'm sure most everyone staying on premise that night on the SW corner of the facility experienced this and was wakened. So we ended getting up at 5 am as we had no choice. We were not allowed to self park our car there. It specifically says you cannot park your own vehicle but I guess they can pick in choose? I should have told them I want to self park my Audi because it is expensive too. Valet shouldn't be able to pick and choose. This is a lot to experience in just 17 hrs (checking in at 3:15 and leaving the next morning at 8:30). The room we had at this hotel compares to a nice Holiday Inn Express room. Nothing fancy for the price plus $41/day ground fees. We will not give this hotel a second chance based on many other reviews of customers experiencing somewhat similar issues. Saying sorry and doing nothing to correct the issues but asking the customer to come back again does not cut it. Appears ever since the SPG/Mariott restructured the point system and rules, the service has gone down (stays costs more and standards lowered). We're considering putting our money into another brand if this is the new norm. TRIPADVISOR.COM USER
Dec 27th, 2019
I will admit I was a bit concerned about staying here after the reviews but the staff and the hotel were AMAZING!!! Upon check in, we realized that a mountain view was going to overlook the parking structure of El Paseo. Austin offered to put us on the South side of the property, still facing the mountains but much less traffic. You overlook some apartments but there is more greenery and less noise. Plus in the winter you get more sun and the sunrise and sunset from the balcony. We then met Ian at the coffee bar and he mentioned to us that they have live music on Friday nights. we came back for the music and we're so glad we did. It was a guy by the name of Michael and his guitar. Michael was a pleasure to listen to as he mixed in some of his own music with adaptations of Jimi Hendrix, Bob Seger, the Eagles, Radiohead, Bob Marley. Well worth seeing. During the music we grabbed a bottle of wine from Ian at the coffee bar and sat near the fire pits. Ian checked on us regularly to make sure we we're good on wine and to see if there was anything else we needed. The best part of the hotel is the location, you are right in the shopping district with great restaurants all within walking distance. Allowing for a couple glasses of wine and not having to worry about driving. All I can say is that the staff here is very friendly and accommodating. We enjoyed every bit of the hotel. TRIPADVISOR.COM USER
Nice hotel - bad customer service!
Dec 10th, 2019
My boyfriend and I stayed at this hotel the week before Thanksgiving for 2 nights. It was a last minute idea so we booked through Priceline and we were so thrilled when we got to the hotel because it was beautiful and walking distance to many shops and restaurants etc. However, I won't stay there again due to the nightmare that happened after we checked out. I paid for the hotel through Priceline, and was supposed to only be charged at the hotel for the destination fee. The hotel ended up charging me a second time for the entire cost of the hotel. Once I realized I was charged twice, I called the hotel immediately and they said they would resolve it. The girl did not ask for my name, any information and nobody followed up with me. Needless to say the charge was not reversed. I ended up having to call back 2 more times over the next 2 weeks to no avail. They kept emailing some kind of receipt that showed a refund yet the money was never returned to my account. Nobody from the hotel seemed to care nor did they check back. Why should I have to work so hard to get back money you stole from me? I finally had to go through my bank to have them dispute the charges. Absolutely ridiculous!! and around the holiday's as well when that money is surely needed! Thanks a lot Hotel Paseo. I won't be back! TRIPADVISOR.COM USER
Wish I had more time
Nov 24th, 2019
I was in town for a 1/2 marathon and this property was well located. I checked in late and since they couldn’t confirm a late checkout I had to check out super early, before the event. I was only on property for 8 hours. It looked really nice and I wish I could have enjoyed it more. The woman who checked me in must have been having a bad day, not friendly at all and not helpful with any questions. The people I rode up in the elevator with had the same bad experience. The location is close to shopping and restaurants and the pool looked very inviting. Hopefully I get a chance for another visit and better details. TRIPADVISOR.COM USER
Nov 21st, 2019
We booked to stay here while visiting Palm Springs but didn’t realise quite how far it was from the centre of Palm Springs ,about a 30 min drive away. This is a brand new hotel with really nice very comfortable rooms and next door to a large upscale shopping area and lots of nice restaurants. The pool is in the shade after about 2pm so not great to sit at for an afternoon. TRIPADVISOR.COM USER
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