JW Marriott Desert Springs Resort & Spa

Our stay at the JW Marriott Desert Springs Resort & Spa was unfortunately ruined by an extremely upsetting incident involving our personal belongings. During our stay, we were moved from our original room to another room. After the room change, I realized that my Chanel sandals and Chanel facial cleanser had been left behind in the original room. I immediately reported the missing items to the hotel and asked for assistance. The hotel searched for the belongings, but they were never returned to me. What is most upsetting is that hotel personnel accessed the room after I left, yet my belongings were never found or returned. I went through the hotel’s claims process expecting the situation to be properly addressed. Unfortunately, my claim was ultimately denied, and the hotel stated that there was insufficient evidence that they were responsible for my missing belongings. I was also given the impression by hotel staff that the matter would be handled through the claims process and that reimbursement could be possible. After spending time providing information and cooperating with the investigation, I was extremely disappointed to receive a denial. As a guest, I find this incredibly disappointing. I trusted the hotel with my belongings while they were in a hotel room under the hotel’s control. To leave the property without my personal items, spend weeks trying to resolve the matter, and then be told that the hotel will not take responsibility has been extremely frustrating. I understand that items can sometimes be misplaced, but what happened and how the hotel handled the situation left me feeling completely unsupported as a guest. I expected much more from a property of this level. I am sharing my experience so other guests can be aware and take extra precautions with their valuables. Unfortunately, what should have been a relaxing family vacation became an extremely stressful and disappointing experience

We were really looking forward to our stay at the JW Marriott Desert Springs, but unfortunately the experience did not come close to what I expected from a JW Marriott, particularly at more than $500 per night for a premium-view room. The problems began at check-in. Our room was not ready even at the hotel’s stated 4:00 p.m. check-in time, and even the Bonvoy Elite line took more than 30 minutes. The regular check-in line was considerably longer. Parking was an ongoing frustration. Almost every time we left the property, the system required us to scan again or obtain another ticket. When it failed, we had to call the parking operator from the exit gate and wait while increasingly frustrated cars lined up behind us. After one lengthy discussion with parking security, we were told to go back to the front desk for a parking voucher — where there was another huge line. Breakfast was also extremely backed up, with long waits for simple food and even longer for the check. Our waiter was hustling, so this appeared to be another staffing or capacity issue rather than an individual service problem. The biggest disappointment came the following day. At approximately 5:40 p.m., our room still had not been serviced. We called and were told housekeeping was too backed up to clean our room and that turndown service might be available later. Turndown is appreciated, but it is not a substitute for having your room serviced at a full-service JW Marriott. The hotel was extremely crowded because of a large conference, and that affected the pool as well. Regular chairs were extremely limited. We considered paying extra for covered seating simply to have somewhere comfortable to sit, but those were sold out too. The in-room streaming system was also frustratingly slow and outdated. What bothered me most is that I made this reservation only about a week before our stay. Had I known the hotel's occupancy would significantly affect check-in, housekeeping, parking and use of the resort amenities, I could easily have chosen another property nearby. Any one of these issues would have been understandable. Taken together, they made what was supposed to be a relaxing resort stay feel stressful and overcrowded. The property itself is beautiful, and the employees we encountered appeared to be working hard under difficult circumstances. My concern is with the hotel's staffing, operations and capacity management. At this price point and at the JW Marriott level, I expected much better.

I'm not sure what everyone else experienced, but this place was disgusting. My two daughters and I stayed here for two nights on our road trip from Santa Cruz to Arizona, so it was incredibly disappointing after a 7-hour drive. There was apparently a conference that weekend, which explains why rooms were $400+/night for a one-bed-plus-sofa-sleeper. I didn't mind the price — I was trying to make memories with my girls. It was crowded, like walking into a Vegas casino - not a relaxing retreat. The room itself had a weird layout ... there's a window between the bathtub and the main room, close enough to the bed that someone sitting in the tub could practically hold hands with someone sleeping. Strange design choice. The halls were hot with no air conditioning, and the floors near the pool were wet from foot traffic in and out. Then there was the pool area. This is where it really fell apart. CUPS EVERYWHERE — it felt like arriving at Spring Break. The water was cloudy, the chaise lounges were stained brown (I had to cover one with a towel for my daughter), and there was dirt and trash scattered everywhere. My youngest swam to the bottom and started picking up cups "for fun." We lasted about 20 minutes before my eldest said, "Mama, I feel dirty." Then came the final straw. Heading back to our room to grab food, we passed the lobby and it smelled like URINE and FECES. Not faintly — like literal poop. That was it for me. At 10PM, after a full day of driving, exhausted, I went to the front desk and said, "I'm checking out. This hotel doesn't meet my standards, and I'd like a full refund." They apologized and gave me a full refund. We were there four hours total. I also filled out a survey afterward. The GM was kind and offered a free two-night stay to win us back. I told them honestly: "I don't think there's anything you can do to get me to come back ... you'd have to buy all new furniture and clean that pool. I still don't know where the feces smell came from." If they really wanted to make it right, it would take two free nights at a *different* property, because I would never come back here. PROS - Staff was nice and tried to fix what they could. Outside grounds were impressive BUT DON'T GO INSIDE

Insane new parking fee! $12 for three hours, $18 beyond. This is Palm Deserr not Beverly Hills and newly everywhere offers free parking including upscale El Cajon Paseo . I am platinum elite with Bonvoy and live close by. For many years I hosted business dinners at the resort and brought paying guests. The resort needs tons of renovations but until today many like me have overlooked it. Since 1987 this resort was a nice place to go to. They will lose a tremendous amount of business over this sheer greed. There are too many great options to go to in the Coachella valley. Good luck JW Desert Springs!

We checked in on June 13, 2026, and checked out on June 14, 2026, at JW Marriott Desert Springs Resort & Spa. The hotel was absolutely amazing! Our room was beautiful, and the bed and pillows were extremely comfortable, giving us a great night’s sleep. The resort is stunning, with beautiful grounds and shopping areas nearby. One of our favorite experiences was the boating. It was such a great idea, and the sunset views were breathtaking. The food and restaurants were excellent, and the sushi was especially delicious. My server provided outstanding service and made our dining experience even more enjoyable. We loved every moment of our stay and were so happy to be there. This was a perfect mother-and-daughter getaway, and we will definitely come back again—next time for an even longer stay! ⭐⭐⭐⭐⭐ Highly recommended!