Hilton Grand Vacations Club Palm Desert♡

Thank you Kimberly!

10.0

From the moment I received our reservation confirmation email to the unexpected medical procedure my husband had to undergo, Kimberly went above and beyond with her communication. She was incredibly responsive via text, even replying at 9:20 p.m. Her level of customer service is truly remarkable—and, unfortunately, a rarity these days. Throughout a very stressful situation, I genuinely felt that she cared about us. Rather than leaving us wondering or being unresponsive, she took the time to provide thoughtful options for navigating our reservation and made the entire process so much easier. Exceptional customer service like Kimberly's deserves to be recognized. She turned what could have been a frustrating experience into one that left us feeling supported and cared for. Just wow. Thank you, Kimberly!

Our favorite place to stay...

10.0

Always an amazing place to stay. We've been coming here for 25 years and always have a great experience. The staff is VERY friendly and helpful. And the resort is one of the most relaxed and comfortable places to stay. It definitely our home away from home.

Beware if you ever leave/forget property at this resort!

2.0

I'm writing to review HGV’s Palm Desert location, and also to share my experience with Sedgwick's handling of a property loss claim related to a stay there, April 5-12, 2026. The day of departure I forgot my jewelry in the bathroom of our unit, in the drawer to the left of the sink. Home the same day, I didn’t unpack, (when I would have come across my jewelry had I actually packed it). Instead, I awoke suddenly in the middle of the night, knowing that I’d left my jewelry behind, and exactly where I’d left it. On the morning of April 13 I checked my suitcase and the car multiple times, but knew it was futile. I called the resort and initially the manager, Jose Garcia Holguin, was understanding, providing me with a form, the “Alleged Guest Missing Item Statement” to submit a claim to HGV’s insurance provider, Sedgwick. He checked with housekeeping, but housekeeping stated they saw nothing while cleaning the unit. Mr. Holguin assured me that housekeepers check every inch of the rooms, bathroom drawers included, but saw nothing. I asked Mr. Holguin to ask the guests who’d moved into the same unit only a few hours after our departure if they had come across anything in the drawer. He refused, saying, “We can’t accuse our guests of theft”. I tried to explain that there’s a world of difference between accusing them of theft and instead saying, “Previous guests say that they left something in a bathroom drawer. Have you perhaps seen anything?” If the response had been “no”, then that would have been that. But he would not. Mr. Holguiin became unpleasant when I insisted that I left my property there, and that it must be on the premises. He said his housekeepers are honest and have never stolen anything. It’s understandable he would say that. Of course he would. (For the record, I never once used the world “stolen”. I simply kept repeating that I KNEW where I left my jewelry.) A few days later I received a call from Sedgwick claims adjuster Jennifer Moore. She was delightful, asked for a detailed description of my jewelry, its value, and the chain of events. She was so kindly that at the end of our call I was left with the impression that a settlement for at least half of my jewelry’s value might be possible. I've since learned this was all performative. About a month later I received a decision letter from Ms. Moore. Sedgwick denied the claim, their main justification being that my property was not “in the care, custody or control of the hotel”, a claim that doesn't hold up given the facts. I was a registered guest, the item was lost/left in a guest room. This denial felt arbitrary and not grounded in the actual circumstances of my stay. Between the resort's ultimately unkind handling of the situation, and Sedgwick's denial built on a factually questionable premise, this experience has left me with little confidence in either HGV's guest service or Sedgwick's claims process. No matter how well a guest may document everything pertaining to a claim, no matter how justified a claim may be, it appears that Sedgwick and HGV can, and do, rule as they damn well please. Regarding HGV, my husband and I joined Club Intrawest over two decades ago, the Canadian resort company that built Whistler Blackcomb ski resort and village, then the resort in Palm Desert, eventually expanding across North America. Unfortunately, a few years ago Club Intrawest was sold to Diamond Resorts, and in short order Diamond sold to HGV. Since then, the quality of the Palm Desert location has markedly declined. I could cite many examples, but I will list only some of what my family experienced on our most recent visit this past April: - A woefully insufficient number of electric charging stations, half of them broken. (I spent a half hour struggling in the heat and dust with a charger, thinking the problem was with me. I should make clear that when we checked in we asked about charging stations and weren’t informed that 2 of the only 4 were inoperable, let alone which inoperable chargers to avoid…) - The gym is much too small, almost always too busy, (so I do what exercises I can in our room), and there appears to be no plans to expand - What used to be lovely landscaping is deteriorating, and the sprinklers go on at noon (!?), only to rapidly evaporate in the heat

Palm Desert

2.0

Checkin late. We were not informed the unit was upstairs. No elevator. Bell staff was reluctant to help. Was informed of No Restaurant or Spa and no cancelation after 12AM via email that I notuced the day of. No other services available. Overpriced. Noisy. Kids bouncing a soccer ball until midnight. We were told our room was in the adult section, no kids. BS. Kids next door! Noisy adults too.

Guest review

9.0

Very charming great staff I felt like I was in my own private Casita the bed was very comfortable the location was fantastic

A quiet three days.

10.0

Our first stay at this property and we enjoyed every minute of it. It was nice to have an "adult only" pool within a short walk to. The property was well maintained. We were surprised to find that we had a private patio and outdoor shower within the unit. The only issue we had was that we had no phone service (land line) for the three days. We did contact the front desk and advised them of the issue.