The Westin Mission Hills Resort and Spa, Rancho Mirage

Booked a resort suite with stated resort view, got ground floor, dirty room with view of a brick wall. Spoke to manager and they said there was nothing they could do. Sent letter to corporate offices (President/CEO and Marketing VP) and didn't heard back. Plastic cups around pool area and old food from previous nights guests were littered around the deck the following morning. Mentioned this too to Hotel manager and he didn't have anything to say. I'm a Starwood Preferred member and this is still how I was treated. I will NEVER stay at this hotel again and will avoid Westin and Starwood owned/managed properties in the future. MR in California

Dark gloomy room far away from main building. Price was ridiculous. Nothing to do unless you want to sit out at the pool all day. We came to Palm Springs area to find out how nice it was. We stayed in 4 different hotels---this was the worst. Check in desk had unfriendly people working. Upon arrival told us the room we reserved was not available and no rooms were ready. Left phone charger in room and they claim they didn't find it. Awful parking with lots of walking . Don't waste your time

I am currently staying in one of the villas (not a room or a suit) and discovered a cockroach crawling across the dining room floor during breakfast this morning. We trapped it and immediately contacted the front desk. It was then explained to us that it was only a water bug and not to worry. I now encourage you all to Google planetcockroach . I was then offered a complimentary cleaning of the room. Does this mean that they do not normally clean the room unless a guest is paying for it? One would think that all cleanings are complimentary in a hotel like this. I think we may be on our way to understanding why they have their roach issue. The nice gentleman who came to the room to kill and remove both the roach and the glass also confirmed that it was a cockroach. He then tried to explain that they are attracted to the heat in the summer. I may be over thinking this but I am in the California desert in May. At 9AM it was 90 outside. The thermostat on my air-conditioning unit is set for 68. So is it more likely that the bug came in from outside because he was attracted to the heat or that he originated in the unit and was trying to get out to the dessert. This is the end of my story as I have not been offered any retribution by this hotel and I get the impression they do not plan to. PS. the units are not overly clean and the furniture is all clearly 10 years and its age shows.

They are not a resonable place to deal with. They have a 3 day cancelation policy even if you made resevation two days before stay and would not cancel it when requested that same day. SO DON"T USE

We are a family of 4 and booked this trip, along with four other families, two months ago. We were so excited to get this trip planned early so that we could get the best price possible and have lots of time to 'talk it up' to our kids and have something to look forward to. We received an email from the hotel today stating that we were still welcome to stay at their hotel, but that we would not have access to the pool (that would be just great in Palm Springs!!) or the restaurants. The reason we were given was that they were accomodating a large group (translation = more money to the hotel than our 4 families were giving them!) who wanted to privately celebrate Passover. Obviously, we won't be able to stay there - sorry kids, today we're going to sit in our room and watch tv all day. We found that 'offer' insulting. Another unbelievable message to us from this hotel was that 'at least we gave you this information prior to check-in.' Sure, go ahead and book your reservation at this beautiful hotel, but understand that if they can book your room at a higher rate, then you will be given the same 'offer' we were given.

 2/17/2011   My family had reservations to stay here on spring break.  We booked our rooms, along with 4 other families, in December in order to avoid the high prices that come when spring finally comes.  Unfortunately, we received an email from them today, two months later, stating that the resort's pool and dining areas would be off limits to us!!  Why would we want to go to Palm Springs with children and not be able to swim?  The hotel explained that they took an offer from a group and would be giving them exclusive rights to the pools and restaurants at the resort.  Needless to say, we will not be going there, or any other Westin resorts.  They basically took an offer for more money and completely disregarded their other clients.  Very disappointing, to say the least.  Now we get to try to find another hotel to stay at during the busiest time of year and hope we don't get price gouged!  Avoid this place and send a message to management that this is not how you treat customers!

The place is beautiful, don't get me wrong. The room was huge! My husband and I had gone there for our church marriage retreat and we were really looking forward to the seclusive local! Well, the room is huge! The bathroom is HUGE! Soo, you're wanting to know how the bathroom was for a long hot bath or a duel shower- NOPE- NOTHING! It was like a Holiday Inn shower- NOT kidding! The bathroom was like the size of a good size kitchen and than the shower- very disapointing. All the money they put in to this place with the fountains all over the place- they should of invested in some good showers/tubs! The club dues that you pay- no bottled water, nothing- I couldn't figure out what we were paying extra for!? BUT, the staff were very nice- there was one robe in the room and when a room comes with 2 queen size beds and only one robe, well, I had to call room service for them to bring me another one (should they haver had 2 in there already?!) It's like they WANTED you to call room service! The staff were very pleasant- the bathroom looks big in the pics- but if you're not playing Twister in there- I wuld pass on this place and look elsewherre- nice adult pool tho! There were spiders in my bed and a cricket in the sink? Weird!

From the front desk to guest services to the manager, this property does not care how it treats it guests, even Starwood owners. If you don't mind that yucky feeling of a dirty coffee pot, broken shelves in the refrigerator, lipstick on the glasses, noticeably dirty carpet, and a manger that will laughing tell you to sleep on the floor, then you will find this place okay. Otherwise, steer clear. It's a frustrating, disappointing, and annoying experience.

The Westin Mission Hills promotes itself as a 4 star resort and in some ways lives up to the promotion. The grounds, golf course, and common areas are well laid out and attractive. However, while they promote their service, the facility and rooms clearly show signs of neglect. On our first visit (a promotional tour for their time shares) we were sorely disappointed. The room we were assigned was in probably the oldest section of the resort and showed it. The sofa had a worn hole in the arm, the positioning of the second floor room was in direct line to a parking area and thusly, anytime someone parked or left- the room was bathed in headlights-disconcerting when trying to fall asleep. The carpeting was worn and stained, and the room had an overall feeling of neglect and age. While we made limited use of the concierge services, the reservation we made at the resorts restaurant was lost, or never made. When we checked out-mistakes were made on our final bill and it took nearly an hour to get it cleared up and checked out. Obviously, we didn't buy a time share. The units will not be ready to see, let alone stay at for a couple more years. After returning home, my wife did write a complaint to the Westin and they were quick to respond and gave us another weekend at no charge to their facility. So we recently returned for a second visit. This time the room assigned was much better as far as location-first floor next to one of the pools. However, again the rooms carpet was stained and worn, the rooms decor was aged. We also noticed that some of the light fixtures around pool were broken and cracked. In fact, there was a young child who cut his finger on one of the fixtures. Now to the positives-LOTS of staff ready to assist you with your bags, provide a shuttle around the resort, etc. The bed and shower were "heavenly", very comfortable. The daily newspaper left outside the door every morning was a nice touch. Overall, I would reccommend the Westin-but don't go with the idea the resort is anything more than a three star. Also, particularly if you are disabled as I am, make sure to request a first floor room as the facility has no elevators. Also be prepared to walk more of a distance when parked in disabled parking as those slots are placed for the convenience of the resort-not the visitor.

We (my husband and 2 kids) went to spend a week-end at the Westin Mission Hills. Despite the very pleasant and confortable room, it has been a terrible experience. We arrived at 3:30pm and the room was not ready. They took our phone number and tols us they will call as soon as ready not knowing if it would be a question of minutes of hours. They didn't give us any alternative as "you have the swimming pool there or the restaurant is opened and you will find it there, ..." They just left us in the middle of the reception. After 1h30, as we did not have any news we went back at the reception to hear they have forgotten to call us and our room was ready for a while but did not apologize! We had to find our room by ourselves. No assistance has been offered even to ke the luggage on the 1st floor with no elevator. Then we decided to go to the swimming pool. AWFUL! The water was dirty not to mention the swimming pool area full of empty glasses, plates of food, ... We were so desappointed we decided to visit Palm Springs and have dinner outside. The next morning, for the breakfast we had to wait 20mn to be seated while a lot of table were empty. We had to ask 3 times for the menu. Eggs were not cooked properly! Service was a disaster. We were to spend the full day before going back home but finally we left right after breakfast very desappointed! For sure we won't come back and will not recommend this hotel to our friends!