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Remember, The Ace Palm Springs is Still In Soft-Opening Mode

Go To The Hotel's Web 
  Site Where: 701 E. Palm Canyon Dr [map], Palm Springs, CA, United States
February 25, 2009 at 2:31 PM | by | Comments (0)

Every so often we feature a hotel review from one of our readers that we feel should be shared with the rest of you dear hotel guests. These reviews are highlighted because they are timely, about cool hotels in cool places and are relatively level-headed. Think you can submit one just like this? Send it in.

Today's review comes from Reader FnkyKt who commented on the Ace Hotel Palm Springs opening story that we did the other week. Her review is a reminder to us all that the Ace PS is still working out the opening kinks. Enjoy.

As a PR professional in the travel/hospitality industry, I am always eager to try new hotels and enjoy taking advantage of discounted rates in the initial launch phase of a new property. Having seen several recent articles promoting the opening of the Ace Hotel in Palm Springs, my girlfriends and I chose Ace anticipating the hotel was in full-swing. It most certainly is not. Unfortunately, we quickly discovered any expectations of what most people consider to be normal hotel procedures and accommodations are not part of Ace's vision.

The laid-back hipster vibe and unique decor is definitely a welcome change and invites the same characteristics in its clientele. It's the lack of communication on the hotel's part that left us with a bad taste in our mouths. We didn't mind that they were still in a soft-open phase, but it would have been nice to been made aware of this when making the reservation, or at least at check-in.

Upon arrival we were surprised to see workers decorating the lobby, laying down carpet, painting, and other pre-opening tasks. Since our room wasn't ready yet, the friendly GM, gave us a tour, upon which we discovered half the grounds weren't completed yet.

When we got to our room, we noticed that the two twin beds against the wall had no bedding, but assumed they would be made up that evening as four of us were clearly present at check-in. While getting ready to go out for the evening, we discovered that there were only two towels for four people. We called the front desk and waited half an hour for delivery of two more. We also requested ice since the ice machines weren't working yet and the iPod connection cord for the speakers - we were surprised and annoyed when the front desk clerk suggested we come up to the lobby for them. Customer service definitely needs some work.

Upon returning from dinner we were dismayed to see that the two twin beds hadn't been made-up and called the front desk to remedy the situation. We were informed that sheets were in a chest in the room and made to feel like it was normal for guests to make-up their own beds!

After discovering that the garbage bag inside the trunk only contained sheets and pillowcases, we called back to inquire about blankets. A man was sent down with bedding and he made the beds. Luckily, the beds were comfy and we got a good night's sleep. The shower was quite nice and we appreciated the good products.

When asked how our stay was upon check-out, we brought up the bedding snafu and our general confusion with the "do-it-yourself" tone the front desk gave us. A man behind the desk launched into a pseudo-explanation of how thy want the place to feel like your home, and that if you need something, to come get it yourself (!). He then asked if we brought back the iPod cord. We told him we left it in the room and he replied "well, you're supposed to bring it back up, but I guess we can get it." We had no way of knowing this and is something that should be explained at check-in.

All in all, it was just a weird experience. The Ace does a poor job at marketing itself with the true intent of its offerings and I felt misled by the Web site. If you know what to expect before coming to stay here, you'll have a better experience - standard hotel it is not. I might come back in a few months and see how things have changed, but based upon our experience and the explanation of it, I'm not sure I would stay again.

Self-parking is $8 per day (boo). Poolslide drinks are cheap (yay).

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