Thompson Palm Springs

We just checked out two days ago after a three-day, two-night stay to celebrate my wife’s birthday. We were really looking forward to a relaxing and memorable getaway. FIRST IMPRESSION — BEAUTIFUL, MODERN, AND EXACTLY OUR STYLE The hotel itself is beautiful, modern, and thoughtfully designed. We loved the decor, furniture, public spaces, and overall atmosphere. Unfortunately, the service did not come close to matching the property. PRE-ARRIVAL COMMUNICATION — TWO EMAILS IGNORED Since we were celebrating my wife’s birthday, I emailed two different hotel contacts before arrival asking whether any birthday amenities could be arranged. Neither email received a response. I later called and the interaction felt dismissive as well. I completely understand if no special amenities are available. Receiving no response at all was the disappointing part. QUIET ROOM REQUEST — KEPT AWAKE UNTIL 3 AM At check-in, I specifically explained that we are sensitive to noise and needed a quiet room because we had to get up early for work after Labor Day weekend. Despite this, we were placed directly above the pool and facing the street. People outside were talking and making noise until around 3 AM, repeatedly waking us throughout the night. The next morning I called to request a room change. There was no apology or acknowledgment of what happened. I was simply told to come downstairs for new keys. We had also been granted adult pool access at check-in, but after changing rooms, the hotel failed to transfer that access to our new keys. BREAKFAST — DISORGANIZED AND EXTREMELY SLOW We had a 10:15 AM breakfast reservation, but the restaurant couldn’t find it using our room number or my name. They eventually found it through my phone number, strangely under my wife’s middle name, which I had never provided to the hotel. After being seated, we waited about 30 minutes before anyone even brought water or took our order. One item was forgotten, and my iced tea didn’t arrive until I had almost finished eating. Breakfast took about 90 minutes total, while we probably spent only 15 minutes actually eating. BASIC REQUESTS DIDN’T FEEL LIKE HOSPITALITY I had a minor scrape from an outing that morning and called asking for a Band-Aid. I was told they had them at the front desk, seemingly expecting me to come down for it. Only after I specifically asked if someone could bring one up was it delivered. Small issue by itself, but it reflected the overall experience: assistance rarely felt proactive. CHECKOUT & VALET — TRANSACTIONAL UNTIL THE END At checkout, nobody asked how our stay was or followed up about the room change and noise issue. As my wife and I left with both hands full of luggage, a valet employee asked if we had a car with valet. When we said no, he simply walked away without offering assistance or even holding the door. BEAUTIFUL PROPERTY, BUT THE SERVICE DOESN’T MATCH Any one of these issues would have been minor. The problem was experiencing them throughout virtually every stage of our stay. The consistent lack of attention to detail, professionalism, and basic hospitality turned what should have been a special birthday getaway into a disappointing experience. It’s a shame because this is genuinely a beautiful hotel with so much potential. Unfortunately, the level of service simply does not match the property.

This hotel had such a fun feel to it. There are nice seating areas through out the space. Having multiple buildings for the hotel made it feel less like a hotel and more like your own private villa. Our room and bathroom were large and we enjoyed our patio at night. We also stayed on the adults only side and enjoyed the free water bottles, canned coffee, energy drinks, and sodas by the pool. Staff were also very attentive and kind!

Beautiful hotel in a fantastic location. Staff was very helpful and friendly. Everything was immaculately clean. Five star hotel all around.

Palm Springs needed an upscale offering in downtown but sadly this hotel property is not it. The rooms are loud! If you’re not up high then forget it (horns, engine noises and transients) but even up high it’s still loud and uncomfortable and frankly the property is dirty. If you’re in the adults only section good luck getting into that “hellevator” - the elevator is so hot - literally no air - I thought if it were to get stuck I’m going to die. And my room was dingy/ uncomfortable from the ripped sheets, disgusting outdoor chairs to the moldy mini fridge. Maid service is terrible. The whole place is just off but where it’s gets really bad is the pools. There’s like a film of grime around the rim of the main pool from never being seriously cleaned. You could wrote your name in the scum layer. Same for the adult pool with a round float that’s caked with grime. Gross! And forget about any kind of service at the pool. There’s wait staff standing around but they’re not about to help anyone. Major attitude - nobody wants to be there. I literally walked up to order lunch and they did bring it out but nobody ever came back to pick up the dirty plates for hours. They managed to make me feel completely uncomfortable by being so checked out -and the final straw happened when I came back to my room after being at the pool and my door had been left open by the maid who didn’t shut it properly because as I was told the doors stick when it’s hot. Not an acceptable response. Dangerous. They sent maintenance up and he Informed me I was safe there! No thanks! I have friends who live in town and asked them about the hotel and they said they had heard the same thing that the hotel is already slipping and it’s brand new. There’s potential I guess. I never encountered anyone that seemed to care except in the restaurant for breakfast and the guy that helped us every morning was amazing. So positive and warm and service related. I wish I would have gotten his name because he was awesome. And the grab and go breakfast was super tasty. Maybe the best yogurt parfaits I’ve ever had. Sad the entire hotel didn’t live up the experience at breakfast! Go for breakfast and then get out!

Amazing experience from beginning to end. Stayed on the property almost the entire trip. Great restaurants and beautiful clean room kept us from leaving. They accommodated a specific room request which was an unexpected surprise. Will be returning in the near future!