Desert Club ResortRental Guest Reviews

Billing Errors, IHG Mem, and Front Desk Service

Dear Hotel Management, I am writing to formally express my disappointment regarding several issues I experienced at this property, including repeated billing errors, failure to recognize my IHG One Rewards membership benefits, and an unpleasant interaction with a front desk agent. I have stayed at many IHG properties and have never experienced these types of recurring issues elsewhere. However, I have now stayed at this specific location three times, and unfortunately, I have encountered problems during all three stays. At this point, the repeated issues at this particular property are becoming a serious concern and no longer feel like isolated mistakes. Most recently, I have had to contact the hotel repeatedly by both phone and email because the folios provided to me have continued to be incorrect. Each time, I have had to review the charges, identify what was missing or incorrect, and contact the hotel again to request another corrected copy. This has been extremely frustrating and unnecessarily time-consuming. The most recent folio I received appeared to include only the resort fee and did not show the room rate or other expected room charges. I calmly explained this to the front desk agent and simply asked if she could double-check the folio to make sure there were no missing charges. Instead of assisting me professionally, the agent became dismissive and snapped at me while I was trying to explain the issue. I was not being confrontational or demanding. I was simply asking for clarification because, after receiving multiple incorrect folios, I wanted to ensure that the final document was complete and accurate. I found this interaction particularly disappointing because I was only trying to resolve an issue that had already required multiple calls and emails on my part. Having to repeatedly contact the hotel for an accurate folio is inconvenient enough; being spoken to rudely while calmly asking for assistance made the situation even more frustrating. Additionally, my IHG One Rewards membership tier was not properly recognized during my stay. I was not acknowledged for my membership status, nor was I offered the applicable welcome points or welcome amenity associated with my tier. As a loyal IHG guest, I choose IHG properties because I have generally had positive experiences with the brand. The fact that I have not experienced these problems at other IHG properties, yet have encountered issues during each of my three stays at this specific location, is especially disappointing. I believe this warrants management’s attention, as it suggests an ongoing service issue rather than a one-time oversight. Between the repeated billing errors, the amount of time I have spent trying to obtain accurate documentation, the failure to recognize my IHG benefits, and the manner in which I was treated by the front desk, my experiences at this property have fallen significantly below the standard I have come to expect from IHG. I respectfully request that management review this matter and provide: 1. A final and complete folio reflecting all correct charges, including the applicable room rate and resort fees. 2. An explanation as to why I repeatedly received incorrect or incomplete folios despite contacting the hotel multiple times. 3. A review of my interaction with the front desk agent and the level of customer service I received. 4. A review of why my IHG One Rewards membership tier and applicable benefits were not recognized. 5. Credit for any welcome points or other benefits that I should have received. 6. Appropriate consideration for the repeated inconvenience and poor service I have experienced at this property across my stays. I hope management will take these concerns seriously, particularly given that this has now been a recurring issue across three separate stays. I would appreciate a response confirming how these matters will be addressed and what steps will be taken to prevent similar issues in the future. Thank you for your attention. I look forward to your response.

August stay

The room was a welcome sanctuary from the blazing heat of the outside. The full kitchen was a godsend and the pool a lovely relaxing space outside. Tub was large and had a shower as well. Patio was used of an evening when heat allowed.

Great location

Hotel and room was clean and room was large. Great location for the sphere and short walk or uber to strip. I didn’t use the pools but the having multiple pools was nice amenity.

Locations, facilities in room are very good

The hotel location is good, easy to go to the strip. The room is very spacious with kitchen, washing machine which is very convenient for visitors who have been on the road for many days. I am just hoping the check-in and out process can be more efficient....

Amazing experience

Had an amazing experience. It was like a resort with so many activities

Great stay

Overall, a great stay. The room was spacious and clean, and the bed was comfortable. The location is very convenient, and having a market in the hotel was a nice plus. The front desk service could be improved, but overall, we had a good experience.

Extreme Disappointed

I am extremely disappointed with my recent stay at Holiday Inn Club Vacations. As an IHG Diamond Elite member, I expected at least basic recognition of my loyalty and the published benefits associated with my status. Instead, the staff appeared completely indifferent and made me feel as though my Diamond status meant nothing. The bathroom sink was not working properly, and I reported the issue during my stay. In addition, the floor was visibly dirty and appeared not to have been mopped before our arrival. These are basic maintenance and cleanliness standards that should be addressed before a guest checks into the room. What makes this experience especially disappointing is that this was not my first stay at this property. My previous two stays with my family were excellent, which is why I chose to return. Unfortunately, this visit was completely different. It seems that Diamond Elite benefits, including possible upgrades and extended checkout, are only considered when a guest is paying the full cash rate rather than using points. Loyal members should not be treated differently simply because they redeem the points they earned through continued business with IHG. Diamond status is supposed to represent loyalty, but during this stay, my loyalty was neither recognized nor appreciated. Between the lack of status recognition, the maintenance problem, the dirty floor, and the poor handling of my benefits, this stay failed to meet the standards I previously associated with Holiday Inn Club Vacations. I hope management reviews this experience and takes appropriate action to ensure that loyal IHG members receive consistent treatment, regardless of whether they book with cash or points.

Excellent Value

Clean, friendly, tons of activities, and the price you pay is definitely worth it. Probably the best hotel we’ve ever stayed at. My son had a blast. And we were right next to the Sphere which we came to see and go to a concert in so we were able to watch it change through the day and walk over for our event.

Large Rooms/ Terrible Staff

Rooms are larger than average. Employees are the backbone of any hotel and the employees here made what could have been a great experience not so good. Every employee, with the exception of one (in the store), seemed as if they could not have cared less about the guest's experience there. When you check in and are given your key card, you then have to go to a different desk and undergo a presentation for the time share (this hotel is actually a time share). Late at night, tired, just wanting to go to the room and get some rest, you are required to listen to the spiel about the time share and a vacation package before you are allowed to get your key card activated. They don't care, you have to listen. They have a coffee stand that is sometimes open, sometimes not. Posted times do not seem to matter. There is housekeeping available if you make an appointment 24 hours in advance AND pay for it. Yep, it's extra. Although there aren't a lot of bugs, I did have to kill at least 1 every day. Need something? Even though you go and stand in line to talk with someone at the front desk (nope, can't go to the concierge desk, they do the time share spiel and only that), they can't give it to you there (even if it's just a coffee packet), you have to have it delivered to your room. I will give them this, they are close to the Sphere ... but so are other hotels. Overall, I would suggest another hotel.

Always a happy stay in IHG hotels.

My experience had always been warming and amazing during my stay in IHG hotels, they are always clean and the staff is so home welcoming. My stay in Las Vegas, go beyond my expectations with an amazing view of the sphere and the atmosphere everywhere.