Renaissance Indian Wells Resort & Spa

44-400 Indian Wells Lane, Indian Wells, CA 92210, USA

Address:	44-400 Indian Wells Lane, Indian Wells, CA 92210, USA
Phone:	+1 760-773-4444
Site:	marriott.com
Rating:	4.4

Location

Photos 100

Reviews 6

Matt Chantiny

Dishonest billing and services designed to generate additional fees. We checked in on New Years eve and had a few surprises. First - upon check in we found out there was a resort fee of $20 that we were not aware of because it is not plainly stated when you book the room online, the fee is added at check in. Pretty dishonest if you ask me, simply price the room with all costs including taxes AND resort fees up front so that consumers can compare actual costs. Second - when we asked for a baggage cart we were informed that only bell boys/valets could use the carts because this was a "full service" resort. I did not want any help, only a cart to move my bags to my room myself. I thought my request was reasonable. The next employee I spoke with told me that the valets controlled the baggage carts and that she could not release one for my use. Finally I spoke with the hotel manager on duty and he told me there was a liability issue with the baggage carts.....REALLY....a liability issue. Not in any other hotel I have used anywhere else in California or the country over the last 20 years. The real issue is that the baggage carts and service generate tips for the valets. Yet another charge not addressed up front when you book this hotel. The head valet watched my exchange with the hotel manager and "high fived" the younger valet who refused to give me a cart after the hotel manager told me he would not direct the valets to release a cart to me. Incredibly bad service by any accounting. Third - the parking is a significant distance from the hotel, that is unless you choose to pay for valet parking. Another additional $25 charge NOT mentioned when you book this hotel. I will not be booking with this particular resort or other Marriot Hotels again unless there is no other option.

P E Teaford

My husband is a Marriott member and we have stayed in Renaissance partner hotels before (the most notable and incredible being The Shelbourne in Dublin, which all hotels are now measured by us). This was the exact opposite. Instead of using points, we opted for a special: a corner room with view for $200+. When we arrived, I noticed that the hotel was bustling with arrivals and departures, and I commented that our corner room view would be the circle drive and fountain rather than the mountains or golf course. Bingo. We asked for a better view and a late checkout, the latter of which is always available for gold members. No late checkout, but they did give us a room with a better view albeit with a leaking a/c unit (carpet was soaked next to veranda). Odd discoveries included no chairs on the veranda to take in the view and no wine glasses unless you request them. (For a "5-star" resort, you have to request wine glasses?) Also, a mandatory 20% tipping fee on just about EVERYTHING, when the IRS audits for 8%. (Hope IRS reads this.) Although they do allow you to make adjustments, whos going to actually do this? Any thought of going to the pool was quickly diminished when we looked at the area. Thirty people packed around a ten-person Jacuzzi and forty-year-old frat boys throwing (not tossing) a genuine pigskin back and forth while in the pool. This could be expected during Coachella, or anytime during April. However, we felt like the Renaissance just gave up running the place. I wonder if their business model needs to be overhauled or adapted for Indian Wells? Bring down drink prices (yes, I know its an area that hospitality overcharges to help pay for cheaper deals) and charge more rooms. Maybe this weird element who unloads two coolers per car while they check in might disappear?

John Holloway

My bill just came with the note: "Was that the best nights sleep you ever had? How about a repeat experience at your place?" Well, to match our experience, I would need to make sure I had big bright glaring spotlights shining into my room. I would also need to make sure there was no way to fully block out the light because there would be no blackout curtains, just shutters that could not be closed completely. The lights created all the ambience of a prison camp, not exactly what Im looking for in a hotel stay. Oh, but dont forget to include drunks yelling and laughing down in the courtyard so loudly that we could not get to sleep...even with the windows shut up on the seventh floor. And make sure that when you finally call the front desk to complain at 11:30pm that nothing happens for almost half an hour. These are all the facts of our "experience." We were there for a conference on a weeknight, with early morning events. Frankly, Ive gotten better sleep on camping trips. Seriously, if you plan to stay there and plan to get a decent nights sleep, specifically request a room facing away from the pool area.

Luis F. Gonzalez

This probably has been the worst experience I ever had in a hotel. From mixing up my reservation; telling me that I was already checked In. Telling me the my friend who made the reservation was here (when he was in Mexico) to giving me a booked room, and making me wait for 45 mins to get my room @ 11pm with my 2 daughters asleep. Also Receiving charges on my email from different room numbers. To trying to check me out a day before early when I made reservations from Friday to Monday. Called front desk to clear it out and the lady stated that I had make reservations from the Friday to Sunday but they could extend my reservation. I had to go down at 8am to go and clear it out to show them the emails I had. They still had me down like I had booked 2 rooms; I explained the situation and still got emails of all the charges from room 6089 which we didnt stayed in that room. The excuses they were giving me its the reservation hot line. They need to get it together. There will be a lot of bothered members with mistakes like these. Just let me add we are Marriotts rewards members and I was very disappointed.

Dan S

The two Front Desk Lobby Persons (one male, one female) on Saturday night around 9 PM, Aug 27 assumed that I smoked when I simply asked for matches (It was to light birthday candles), and said they do not provide them because of their non-smoking policy. I went to the Concierge Desk and he provided me with some from his desk drawer. When I asked him if they also provide them at the Front Desk Lobby, he confirmed my suspicion, when he said that yes, they definitely do. I dont even smoke. I politely asked for them (If management is reading this, you can check your CCTV), and I was just treated so unkindly. Unacceptable service. The amenities were decent but Service makes a big difference to me when thinking about giving 4 or 5 stars. These two individuals failed to meet expectations. Their Front Lobby position make a big impact on the hotel experience, and, unfortunately, caused me to be cautious about ever staying there. I will come back to visit again but I or anyone asks them a question, they provide unassuming, friendly, and professional service.

Aaron

Im only a teenager, but Ive been to this place very much that its almost like a 2nd home! Its honestly great but my most recent stay had some problems. For one, they just made this new policy that you cannot bring in any ball to play with in the pool other than a beach ball. What kind of stupid policy is that? What do you expect some of the kids and parents playing with their kids to do when they are told they cannot play a game of catch in the pool? Thats honestly retarded. They said they dont want accidents happen but I saw others complain about this outrageous policy. Other than that, the mattress for my bed was pretty hard and I couldnt sleep well. Despite all of these problems, most of the staff is really nice, the food is really great but a bit pricy, the bathrooms are pretty clean, and they even have ping pong tables to play at if you dont want to swim or do any of the other stuff you could here. If there wasnt such a retarded policy, I wouldve probably given a 4 or 4 1/2 star review.