The Palms Hotel & Spa

I booked this hotel after seeing the positive reviews it had The hotel itself is ok but certainly doesn’t warrant the reviews I have seen or the $500 a night they charge , plus a resort fee & $50 a night to park your car. This amount does NOT include breakfast Our first touchpoint ( which I feel is important) was at reception were there were two separate arguments going on between the people on the desk & customers. When I eventually got to the front of the queue, my own experience was a poor one . The receptionist asked me to complete my details on her screen, the info was already populated for a different customer. When I pointed this out she appeared frustrated. She then inputted something & asked me to do it again but it would not allow me to click through to end. I pointed this out & she once again was dismissive. I turned the screen around & she realised that it was not working but no apology for the rudeness. The next morning I went down early as I was still on UK time. I tried to alert the night receptionist but he never came out for a few minutes, I think he was asleep. When he eventually awoke from his slumber, I asked him if I could get a coffee anywhere but he said there was nowhere. On my travels the next day I discovered there was a Starbucks open at 5am, 50 yard from the hotel, how does the receptionist not know this type of information ? We went out for the day & the room had not been cleaned, which I understand that we may have been at the backend of the schedule. However, I called reception to request some fresh towels so we could shower & the receptionist said they would be set straight up but it took 37 mins to get them. Pool area is nice but nothing special. The carpet in our room has stains all over it & they appear to have deprived potentially more needy guests by giving us a room earmarked for Disabled guests as the bathroom had alterations akin to guests with mobility issues All in all a really poor customer experience. I will say the bag man we met when we arrived was excellent, smiling, positive & generally understood the importance creating a good impression on customers , so chapeau to him Would never stay here again & is worth $200 a night max

Fred is ALWAYS a pleasure to see. Friendly and helpful just what you need after a long day of travel.

Fred was an absolute pleasure. He greeted us with a smile whenever he saw us and alway asked if there was anything we needed or if he could help in any way.

Fred is a really nice staff here！

Bellhop, Fred, is amazing! He made sure that I was settled and answered any questions I have, regarding the room and/or additional services. He helped me prior to my room being available and quickly assisted with dropping off bags, once it was provided. Very appreciative! Thanks!