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Travelingbear1000
Oakland, California

Transitioning Hotel

3.0 of 5 bubblesReviewed 1 Jan 2025via mobile
This hotel had a great gym and was decent sized. However, the rooms and hallways left a lot to be desired. Our bathroom had a leak and had a hole in the ceiling. The halls had towels and sheets outside at various times. It was nice, however, to have restaurants and food on site.
Date of stay: December 2024
Trip type: Travelled with family
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Riviera Resort & Spa Palm Springs, responded to this review
Responded 5 weeks ago
Hello,
Thank you for sharing your thoughts! We’re glad you enjoyed the gym and the convenience of having food and restaurants right on-site. It’s unfortunate about the issues you encountered with the room and hallways, and we’ll make sure to take a closer look at those areas. We appreciate your feedback and hope to welcome you back for a more seamless stay next time!
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 30 December 2024

We booked two rooms for my family. WITH ONE TRANSACTION/ONE CONFIRMATION NUMBER. I was told that we used different guest names for each room (Then am I supposed to write one name twice when I see 'guest name' in the text box..?), so they reserved rooms in different buildings. Wait, different 'buildings'..? Not even the same building and different floor...? I said this does not make sense and asked them to change and staff helped me to changed it to the same building. Then I saw a blood stain on the bed sheet, as soon as I entered the room. Seriously..? Then on that evening, my wife drank water from the water bottle in the room, and she started to vomit for 24 hours. She said she smell something weird but did not doubt as it is from the hotel room. We took a photo of the bottle, so please check with the vendor, or maybe someone opened and filled with dirty water. I don't know. But this should be cleared before we enter the room. Other than these terrible experiences, location was good. Close to down town

Room tip: 1) do not drink water from the water bottle there 2) When you book multiple room, put the same name for all rooms
Date of stay: December 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank KangWoo L
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Riviera Resort & Spa Palm Springs, responded to this reviewResponded 31 December 2024

Hello KangWoo,
Thank you for sharing your experience with us. We’re truly sorry to hear that your stay was impacted by these challenges. This is not the kind of experience we want for our guests, and we will address your concerns thoroughly to ensure they are resolved moving forward. On a brighter note, we’re glad to know our location made exploring downtown more convenient. We hope you might consider giving us another chance in the future so we can provide the seamless and enjoyable visit you deserve. We truly appreciate you taking the time to share your feedback.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 December 2024

I was there for business and was with group. Upon check in with another guest, he was given his room, and I was told to for my check in for four hours. The asked for my phone number and told they would call me back when my check in was available. They never called me and six hours later, I was able to get my room, after asking at the front desk.
While checking on at 7pm, the clerk was told the group name which I was booked under. She had difficulty finding it. Then, after five minutes, she found it. Then I was asked to give my credit card. I said everything is covered under the group. She said, "We need it for incidental coverage."
After three days, checked out and was told everything was done.
The December comes and II recieved my credit card bill... I was billed $778.34 for my room.
I called hotel and explained and mentioned I was coming back to their property for another business event. Upon checking in, they found my group and I got a room. Never had to show a credit card.
I then pulled out my credit card bill and explained my situation. She was able to pull up my account and she said she fixed and that money should be back in my account within 7 to 10 business days. It was not.
I paid that amount on my bill, so I wouldn't have to pay penalties.
Then on Dec. 21, I was called by billing department and told my requested was denied. I demanded the money go back into my account. She said, I had to contact the company as the account was closed.
I know of three others that had similar charges.
CHECK YOUR STATEMENT AT THE HOTEL!
Do not TRUST the people at this hotel giving you information and saying it is all taken care of.

Room tip: Double check your bill before you leave the property. Also, check your credit card or over charges...mine was $778.
Date of stay: November 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank Chuck W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Riviera Resort & Spa Palm Springs, responded to this reviewResponded 23 December 2024

Hello Chuck,
Thank you for reaching out and bringing this to our attention. We understand how frustrating and disappointing this experience must have been for you, especially given the complications with your group booking and billing concerns. Managing travel arrangements and billing should be seamless, and we regret that this situation detracted from your visit. We recognize the importance of clarity in group reservations and billing processes and can see how this experience might have caused frustration. As we aim to never leave any billing concerns unresolved, we assure you that your insights will be shared with the respective teams. We truly value your feedback as it allows for the continuous improvement of our services. We hope to change your perceptions in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 December 2024

This hotel has just transitioned and is so lovely! Wonderfully clean, comfortable room, beautiful pool and outside areas, helpful and caring staff. The restaurants are really delish! But amazing staff...thank you Bryan, Josiah, Denise, Marten and many others!

Date of stay: December 2024
  • Trip type: Travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Lynn W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Riviera Resort & Spa Palm Springs, responded to this reviewResponded 22 December 2024

Hello,
Thank you for sharing your experience. It's truly gratifying that everything exceeded your expectations. The dedication of our team, especially Bryan, Josiah, Denise, and Marten, is deeply appreciated. We look forward to welcoming you again for another memorable stay at Riviera Resort & Spa Palm Springs.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 December 2024

I have no words to describe what a horrible experience this was. I have NEVER left a hotel early before. After the first night here we refused to stay another.
To start, the check in process took over 40 minutes. Then we got into the room and it was dirty. And I mean dirty. The beds were made, but the floors and bathrooms were filthy. Drink residue, sticky floors, hair in the sink, streaks in the toilet, cigarette wrappers - you name it. We called and told them the room wasn't clean and they said they would send the cleaners. This was a 8:30pm at night. We called again when the cleaners didn't arrive and they finally came 1.5 hours later.
We left to let them clean only to return to a room that still wasn't clean (sticky stuff still on floor, etc.) We called them AGAIN and this time were told there is nothing they could do, that housekeeping doesn't work at night (really - they just left 10 min ago).
So we asked them to send cleaning supplies so we could clean ourselves. They sent towels. Maybe the room is so dirty because they clean it with towels?
To add insult to injury, the AC didn't work and made a really loud sound every 60 seconds.
We left the next day and found another place to stay. Something I have never done in my life.
I usually trust IHG but this was a bust and I will be thinking again before I book another IHG hotel.

Room tip: Stay away.
Date of stay: November 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
6  Thank 398samim
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Riviera Resort & Spa Palm Springs, responded to this reviewResponded 6 December 2024

Hello,
We're deeply sorry for the challenges you faced during your stay. The issues you faced are unacceptable and do not reflect the standards we aim to uphold. Your feedback is taken seriously and will help us address this with urgency.

Thank you for bringing this to our attention.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 December 2024

After reading some of the poor reviews, I was a little worried about our stay. I can say, I am not sure why there are negative reviews. This place is FANTASTIC! We stayed in the standard King size room which was a very large room. If the standard was a great room, I can hardly wait to see what the upgraded larger rooms look like. We stayed in building 6 over-looking the pool, our room did not have a balcony, but the window did open which was a big plus. The firepits were the most coziest place to sit after a long day. The pool area was clean, towels were a-plenty, and there was ice water put out allover the resort - we didn't have to purchase water bottles, just refilled the ones we had. We had dinner on site one night - all I can say is what fabulous service! The food was top notch. I understand the hotel is undergoing changes and I can hardly wait till that is all completed. This place already has 5 stars with us, when completed I am sure it will be 100 time better. I highly recommend staying here.

Room tip: If you would like a microwave in your room, call ahead of time and they will place one in your room.
Date of stay: November 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Tee K
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Riviera Resort & Spa Palm Springs, responded to this reviewResponded 4 December 2024

Hello Tee K,
Thank you for taking a moment to review your wonderful stay with us. We are honored to read such wonderful compliments. It is heartwarming to learn you had the most fantastic stay, particularly enjoying our accommodation and cozy amenities. It was an honor to have you as a guest of Riviera Resort & Spa Palm Springs, and we look forward to welcoming you back.

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