Miramonte Resort & Spa

Dear Office of the President,I am writing to share a deeply disappointing experience regarding my recent stay at the Tommy Bahama Resort in Palm Desert. As a professional in the service industry who travels globally and holds premium travel status, I understand that operational mistakes happen. However, the lack of appropriate service recovery from your management team ensures that I will not return, which contradicts the hospitality standards your brand claims to uphold.During our first night, my wife and I encountered two significant cleanliness issues: a large bug on our pillow and a long hair left inside the bedsheets. While the front desk team correctly moved us to a new room, the follow-up response from the management team was entirely unacceptable.I spoke directly with Patrick, the Director of Rooms, to discuss a reasonable resolution for a $300-a-night stay. I explicitly noted that as a fellow hospitality professional, I wanted to give the property another chance to deliver a memorable, flawless experience. I asked if the resort would offer a complimentary return stay to make things right. Patrick refused, offering only a standard room upgrade on a future paid stay instead.As a frequent traveler, I receive room upgrades regularly based on status alone. Offering a standard perk as a remedy for confirmed bio-burden and pest issues is not service recovery—it is an insult. In my own business, a failure of this magnitude would be met with an immediate, unconditional invitation to return on us to restore customer loyalty.Patrick’s response demonstrated a complete lack of empathy and a disregard for basic customer care. If this reflects how Tommy Bahama operates its hospitality division, the brand is failing its guests.Because of this rigid, transactional approach to a serious hygiene issue, I cannot recommend this property and will not return. I am bringing this directly to your attention in the hope that corporate leadership takes customer satisfaction more seriously than the on-site management team.I welcome your thoughts on how this situation was handled.Sincerely,

We had a lovely time at the resort. It was low season and so it was not crowded at all. The highlight of the trip was using the spa and getting a facial from Maria who was amazing.

The rooms were older but clean with nice Tommy Bahama themed bedding and decorations. Lots of potential here but the hallways and grounds weren’t as nice as they could be. Trash and empty drinks were all around the pool and not being cleaned up. The main pool was 1/2 the size that I had thought it was going to be from all the online pics. Not bad at all, but a bit disappointing. A nice resort with a lot of potential, but a bit ‘tired’ and in need of upkeep.

My wife & I did a couples massage here & I have to say Pilar did a fantastic job on my massage. Honestly, this has been the best massage I've had since I've started getting them. All of the staff was attentive & very pleasant. The Resort is very nice. We were staying at the JW Marriott, but wanted to try the Spa at this Resort & it did not disappoint. Our next visit to the desert, we will be guests at this Resort.

Our dining experience at Grapefruit Basil was exceptionally pleasant. Our server Jay was a breath of fresh air. He had the best customer service and attitude that I’ve experienced in a very long time. He aspires to work his way up the ranks in hoping to one day be a manager at the resort!!! Please pay close attention to this young Man. He has a bright future ahead of him!! Thanks again Jay, you made our trip!!!