Indian Wells Resort Hotel

Assistant general manager Maria Gutierrez personally helped move our belongings to a better room, and everything was set out just as we’d left it. Our new keys were waiting at the front desk when we got back that evening. I was impressed by the care, professionalism, and attention to detail she showed in making us comfortable. I’d highly recommend the hotel, especially because of how Gutierrez handled the situation. Great place, great staff, and a 10++++ for service and location. Thank you very much. We chose the hotel for its proximity to Indian wells tennis garden. The room was very clean, and the staff were excellent. I’d heard they were doing renovations, including new beds and door locks, which didn’t bother me. But the next morning I woke with a sore back because the worn-out mattress dipped into a “U” shape in the middle. I spoke with Gutierrez that morning. She apologized and said they’d do their best to find a new bed. About an hour after we left to watch the pros play tennis, she called to say they’d upgrade us to a better room with a better bed. I told her I wasn’t there to move our belongings, and she said the staff would take care of it.

The beds were hard, the pillows were awful, and the mattresses creaked whenever we moved. We barely slept, and the shower water never got hot enough. I wouldn’t recommend this hotel. Our first room was large, but an air conditioner or something outside made such a racket that the floor rumbled and we couldn’t open the slider. We moved rooms. The next morning, I unplugged the bathroom dryer to use my own and found a cockroach right on the outlet. I spent 20 minutes trying to find where it went before rushing out to my son’s tournament. I went straight to the desk at 7:30 am, and the staff member was completely nonchalant and rude, with no apology. She wouldn’t move us because they were sold out that night, though check-in wasn’t until 4 and I’m sure they had a room. The only nice guest service agent was the one who checked us in. After a long day at sandstorm, I’m still sitting in this room feeling grossed out. All they offered was to waive parking in a self-park lot. Absolutely ridiculous.

The lobby and lounge make a strong impression, and the rooms are clean and in good condition. A few things needed attention: the refrigerator wasn’t on, and the closest elevator was out of service. The beds were too soft for me. There’s a nostalgic quality to the place, though it didn’t feel as impressive as I imagine it was when Lucille Ball & Dezi Arnez owned it and mid-twentieth century performers like Ella Fitzgerald and the 5th Dimension appeared there, with Arnold Palmer golfing onsite.

I made a booking mistake, and the customer service team was quick to respond and handled it professionally. They were kind, understanding, and flexible about helping me sort it out, which took a lot of stress out of the situation. I really appreciated the help and would recommend them.