Pacific Palms Resort

I booked the same day I was traveling, and the late check-in link I received said to call the front desk. There was no way to reach it. I tried calling and messaging through every option they gave me, then got an automated line saying the reservation had been cancelled by them. It said it would transfer me to a live agent, but after 26 minutes on hold at midnight, it hung up. My children and I were left without a place to stay in the middle of the night, and several other hotels I called were full. Marriot finally answered at 1 a.m. and kept looking until they found us somewhere safe. I’m forever grateful to them. Pacific palms resort never called me back, even two days later, and charged me for the reservation they’d cancelled. My family and extended family have stayed here often in the past, but we won’t be back. One star for the customer service and for leaving me and my kids stranded.

The driving range was temporarily closed until further notice when I drove by last week, as I usually do. I’ve been coming here for decades, including a couple of trade shows, some company events, and a handful of Christmas parties. I love the location and atmosphere, especially the bars and restaurants. There’s plenty of parking, which is what I like most.

The views are great, the place was quiet and close to my meeting, and the spa was wonderful. I’d give the massage 10 stars. My room was spacious, the bed comfortable, with plenty of outlets, towels, and hangers. Housekeeping did a great job, and the free Wi-Fi was reliable. I stayed for two nights after two weeks on the road, needing to be in LA for a two-hour meeting before flying back east, with an early morning flight. After a cross-country flight, though, the general griminess and dated feel were a lot to deal with. The clean linens were threadbare, everything was an old brown color and visibly worn, and the bathrooms need updating. The greenish lighting made doing my hair and makeup impossible. The food was just fine, and having only one restaurant got old quickly. Breakfast included with the room rate has very limited choices: oatmeal, pancakes, and fruit. Also, expect an Uber ride from the airport to cost $150 or more. For business travelers, the lack of comforts was especially frustrating. The cable was old, there was no way to cast to the TV, and there was no water in the room or even a store to buy juice. The front desk suggested the vending machines at the driving range, which was odd. Luckily, the spa gave me bottled water. I ordered dinner through Uber and sat in a far corner of the lobby to eat and read the newspaper, but a staff member asked if I was a guest and then told me eating in the lobby wasn’t allowed. I don’t recommend it for business travel. Calling it a resort is generous if you’re there to stay rather than golf. Maybe it used to be a great hotel. If all you need is somewhere to sleep, it’s fine; for comfort, you’d be better off at the Sheraton or somewhere similar.

Michael at the front desk was outstanding and kindly let me check out a little later. I also appreciated the complimentary parking, a welcome surprise since most hotels nearby charge for it. The hotel sits at the top of a hill with beautiful scenery in every direction. A few parts of the room could use minor touch-ups or updates, but I still had an excellent, comfortable stay and will definitely return soon.