Pacific Palms Resort - Resort hotel in City of Industry - 1 Industry Hills Pkwy, USA

Stayed here over Labor Day weekend. Lots of guests for various functions. Best overall venue in an area of the city lacking any nice hotels. The golf course is excellent. After a nice renovation years ago, facilities remain a constant source of issues. The maintenance staff can't seem to keep up. Elevators and escalators, locker room showers are usually under repair. Staff at Red restaurant is great, food is 3.5 to 4 stars.

My initial room smelled like weed - I had to change room upon arrival. My next room was fine. Great water pressure, great view, and comfortable bed. Bedside lamps did not work - the only lamp that worked was the work lamp on the desk. The catered food for my conference was EXCELLENT. Staff everywhere was professional, attentive, friendly. I had breakfast at Red outside on the patio. Great service. Food and coffee was great.

Very nice hotel. Room was clean with great view. Hot tub and view were outstanding. Everyone we came in contact with was friendly and helpful. Couple of requests were handled promptly. Only had bar food one night and it was great.

It was a relaxing stay the view was beautiful but a bit more pricey than what we got. Need upgrade with TV as it didn’t really work. No microwave. The elevator next to our room was a bit loud. The room service lady kept coming by and interrupting. It was nice but wouldn’t return.

Staff provides five star service in a mediocre hotel. Rooms/bathrooms need updating and totally remodeled. Layout of hotel is very hodgepodge and could use updating as well. Great views and beautiful golf course. Restaurant/ bar was very good with amazing staff.

Refrigerator and AC unit where very noisy in the room when the compressors would kick on. ||The T.V. was outdated and could use an upgrade to a smart tv, so one could sign in to their streaming service and be able to relax and enjoy a show or movie in the comfort of the room. ||The view from my room was very nice. I didn’t make a lot of contact with staff but when I did they were all very nice.||

Check-in Experience: The check-in process was extremely uncomfortable and unprofessional. All four employees at the front desk ignored me despite there being no other guests present. When I finally asked for assistance, they pointed at each other. After repeated requests, one employee reluctantly began the check-in process.||Employee Behavior: The employees' laughter at my comment about being ignored was inappropriate and disrespectful. It made me feel unwelcome and undervalued as a guest.||Previous Experiences: I have been a regular visitor to the golf course, snack shack, and Reds, and have always received excellent service. The contrast between the hospitality at those establishments and the front desk experience was stark.||Recommendations:||||Employee Training: Consider providing training to front desk staff on customer service and interpersonal skills.||Review Check-in Procedures: Evaluate the check-in process to ensure it is efficient and welcoming for all guests.||Conclusion:||While the hotel's location is convenient, I am hesitant to stay again due to the negative experience I had at the front desk. I hope these suggestions will help improve the overall guest experience in the future.

Had a wonderful stay. Everything was very clean and everyone was very friendly. Not sure what the other reviews were talking about but glad we ignored them. We will be back for sure Perfect A+++++