Marriott’s Desert Springs Villas II Timeshare Termination

We booked 6 nights at the Marriott’s Desert Spring Villas II.

After receiving an online form asking about some preferences and guest needs, like early check-in, lower level or higher level villa, etc, we choose a lower level, high chair and early check-in at 1PM.

To avoid any issues with the early check-in (not guaranteed) and because we have a 1 year old baby, we decided to arrive at 4PM (official check-in time of the hotel) and we ended up receiving the room at 5:35PM. They don’t care if you are going with a baby, they’ll make you wait for hour and a half or more. Also, our requests for a lower floor room (because of baby safety and to avoid stairs because of the baby stroller) was a “No”. We asked for the manager but she was too busy. While I was waiting I spoke with another couple, also with a baby; they had been waiting for their room for 5 hours!

We came to this hotel to get some rest and watch tennis at the BNP Paribas Open. Room was ok at first, but fire/smoke alarm (located directly over the bed) went off several times during the night/early morning. We told the front desk and they promised to fix it, but happened again the next night. When we complained to the manager that all we had wanted was a good night’s sleep, he was unapologetic and unaccommodating. Very disappointing as we are Marriott Elite members. Also no housekeeping service provided. Was terrible stay all around — will definitely never stay here again!

I am a rewards member of Marriott for the last 15 years and stayed at numerous Marriotts worldwide. This property should be an embarrassment to the company. The check in took about 45 minutes as there was a disagreement with the online booking. The check-in clerics (both of them) were completely rude and disrespectful – not at all what one has come to expect from Marriott employees. The manager when called was as rude as you can be – and never even addressed us, just the cleric who summoned her and acted annoyed to have been bothered by the cleric. The room service was non existent. The previous tenant had left bird feathers on the floor along with the smell of birds – this is a timeshare so the owners do bring their pets with them – but for the housecleaning not to clean up the room is not acceptable. We spend time at the Mariott resort next door and found that resort to be excellent in typical Mariott fashion. So I am not sure why a timeshare next door is so poorly managed. Do not stay at this timeshare for less money you can stay at the resort next door and get typical excellent service consistent with Marriott way of doing business.