2/10 Terrible
Ara
Travelled with family
7 May 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Urgent Complaint Regarding Unsafe and Misleading Hotel Experience – Request for Full Refund
Dear Manager,
I am writing to formally file a complaint regarding my recent stay at your Palm Springs property. What was supposed to be a relaxing weekend turned into a frustrating, disappointing, and outright unsafe experience for both me and my fiancée. Due to the severity of the issues we faced, I am requesting a full refund.
The most alarming and dangerous incident occurred when the glass sliding door to our balcony was blown off its tracks due to high winds. This wasn’t a minor inconvenience—it could have been a serious accident. My fiancée happened to be near the door at the time and had to physically grab and hold it to prevent it from completely falling and shattering. The fact that this happened at all is unacceptable and raises serious questions about the safety and maintenance standards at your hotel.
Additionally, several of the amenities that were advertised on your website were simply not available or functioning as described. The pools were not heated, despite being advertised as such, and more importantly, the jacuzzi — which played a significant role in our decision to book with your hotel — was also not heated. This felt like a classic case of false advertising, and it significantly impacted our ability to enjoy our
Ara
Stayed 3 nights in May 2025