We booked our reservations 2 mo's in advance for the tennis open weekend at Indian Wells. When we got to the hotel at 10pm at night we were told by the robotic night manager, Christie Schaeppi, that there were no king rooms left. We told her we had specifically booked a king bed and she said ""You can take the 2 queens or you can go elsewhere"". Not kidding you, these were her LITERAL words to us at 10 o clock at night on tennis open weekend w/ every single hotel booked. We asked if there was someone else we could talk to and she said ""No"". We asked if we could get some sort of discount and she said, ""No"". No explanation. Just a flat, ""NO."" She was cynical and just evil. It was shocking. I thought we were on hidden camera or something. She asked us if we could take our bags up ourselves. When we asked for help she called the security guard over and he annoyingly took our bags up, totally mad that he was being made a ""bell boy"". He said that there is no night staff because the hotel was bought out by American Property Management Corp., and they cut corners in every way. Theres No room service, housekeeping is spotty, but the worst part is-- you are lucky if you even GET THE ROOM YOU BOOKED. Our friends arrived the next day and they were completely turned away with NO ROOM AT ALL, the manager again told them, ""You are free to leave"". They didn't honor their [paid] reservations at all. Worst of all, both of our cc's were charged IN FULL the first night. Our friend is still trying to get his money back through his credit card. This hotel is a complete scam. DO NOT BE FOOLED BY THE NICE DECORATION. NO cust. svc., NO quality control whatsoever, no one to complain to. The managers are free to send you to hell. I plan on writing American Property and making sure they understand what type of rude staff they are hiring. If you have experienced similar treatment I suggest you do the same: Go to the American Property Management Corp website thru their contact section. Take care.
Pros: Nice decoration, great location
Cons: Rooms are not guaranteed, rude staff, spotty housekeeping, no room service, no movie rental, no fitness center
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