The Westin Rancho Mirage Golf Resort & Spa

Three days after the incident, I became extremely sick, which added to our concerns. We had booked the Westin Rancho Mirage for Mother’s Day weekend and our anniversary so we could relax by the pool with our family. Instead, the stay became one of our most upsetting resort experiences. While we were swimming with our children in the La Paloma pool, a large amount of brown material suddenly shot from a jet right in front of us and spread through the water. It looked like sewage or waste. We and other guests got out immediately and tried to get answers, but staff couldn’t explain what had happened or reassure us that the pool was safe. After that, we weren’t comfortable using any of the resort pools for the rest of the stay. Losing the main reason we’d booked left us extremely disappointed and sad that a family celebration turned into stress and discomfort. Management later emailed that it was “filter media sand” from a backwash issue, not waste. They waived the parking and resort fees, but that didn’t feel like an appropriate fix when we’d essentially lost access to the main amenity we paid to use. We respectfully asked for compensation for the room or a chance to return and experience the resort as intended. We never got a response. For a resort at this price and under the Westin/Marriott name, the handling of the incident and the lack of care afterward were incredibly disappointing.

The staff were the one bright spot. Carlos, the front desk manager, was so kind and switched us out of building 1, room 109, where a big gap under the door let in a lot of mosquitos. I was bitten three times after only a short time in there. The property needs a facelift, and the rooms badly need renovation, despite the beautiful grounds and lobby. We moved our bags to building 6, room 635, then left for dinner. It was 84 degrees in the room when we arrived. The front desk said it was warm because of the hot day, but sent maintenance anyway. At about 9:30, after dinner, there was a fan in the room and it had only cooled to 77. The temperature climbed back to 81 while we were there. Alejandro from maintenance checked the AC and suggested we call the desk for another room because it might be having issues. Daniel was kind on the phone and moved us again at 11 p.m. to building 16, room 1619. We packed everything again, loaded and unloaded the car, and drove to another part of the resort. The last room was fine, but after all that we just didn’t feel relaxed or comfortable. From the pool servers to maintenance and the front desk managers and staff, everyone was helpful and handled the problems with grace. They deserve recognition and bonuses for working at a place with so many issues. We used to love the resort feel when driving in, and our kids play tennis here, but staying gave us the real experience. We won’t recommend it to visitors, and I hope I don’t get a generic “thank you for your feedback” reply. I didn’t give the staff a hard time or push them for compensation because these problems were outside their control. Still, what an awful stay.

Nora made our anniversary stay memorable, and we’ll absolutely return in large part because of her. Her care felt natural rather than routine, and we felt looked after instead of just being guests. She even helped me become a member, which I appreciated. At check-in she was warm and welcoming. While the room was being prepared, she suggested we enjoy the pool so we’d feel comfortable right away. She asked what brought us in, and once she heard it was our anniversary, she made the experience feel more special. Her recommendations for the bar and restaurant were spot on and added to our stay at The Westin.

We took a break from Los Angeles for the desert, and with little ones we needed somewhere that worked for families. We’ve stayed at vacation-club style properties before, so had a sense of what to expect, but this hotel exceeded it. Check-in was easy, our room type preference was honored, and the property felt secure with private security on site. Parking was easy and mostly covered like a carport, a blessing in the desert heat. Upstairs rooms have no elevator access, though the stairs are manageable, and staff can help with bags. Our premium villa had some ordinary wear, including cracked bathroom tile and a little torn carpet, but there was loads of space. It had a full kitchen with a dishwasher, toaster and coffee maker, plus a washer and dryer. There was a dining room, living room with a pull-out sofa, fireplace and TV. The bathroom was huge, with a separate toilet, shower and jet tub. In the bedroom were a king bed, another fireplace and a TV. The oversized balcony ran from the bedroom to the living room, with a patio table, chairs and a gas grill. The grill wasn’t clean, but we hadn’t planned to use it. Staff were consistently friendly and helpful, housekeeping was available daily, and anything we needed arrived quickly. There’s a poolside bar but no full restaurant, which was fine since grocery stores, Walmart, shopping centers, restaurants and Walgreens are nearby. Downtown Palm Springs is about 20 minutes away. Our toddler loved the space, and we could cook family meals easily. Having laundry meant we came home with clean clothes. The grounds are beautiful, and our Villa 36 was by a pond with flowing water, trees and a scenic path to the front desk. We had a wonderful stay and are already planning to come back next year.