Pala Casino Spa And Resort

“Customer service was on point. Great experience.”

Great hotel experience. I live about 20 min away, but had to be here early next morning for a conference. Stay has been great. Check in was great, customer service was great. Fridge in room was t working, and it took about 10min to get it looked at and taken care of. Service gentlemen was amaz… lisää

Great hotel experience. I live about 20 min away, but had to be here early next morning for a conference. Stay has been great. Check in was great, customer service was great. Fridge in room was t working, and it took about 10min to get it looked at and taken care of. Service gentlemen was amazing, friendly, and solution minded. Parking was a snap, and all else was great. Great place for a quick getaway. I’ll definitely be back.

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“Unless you're a comp casino guest, they probably won't care about your business...”

We booked this hotel as my brother had passed away, and we were visiting family in Temecula last week/weekend. Pechanga was sold out (even midweek), and I can see why they have more business. My husband has worked our entire marriage in Hotel Ops/GM/VP capacities for Tribal Casinos, so it really … lisää

We booked this hotel as my brother had passed away, and we were visiting family in Temecula last week/weekend. Pechanga was sold out (even midweek), and I can see why they have more business. My husband has worked our entire marriage in Hotel Ops/GM/VP capacities for Tribal Casinos, so it really pains me to write this. The stay was average based on room cleanliness, decor, and a great waiter we had the first night; otherwise, I'd say book elsewhere. First, it's incredibly odd that you can't book directly online. Being in hotel management myself, that means they are paying an OTA like Expedia a fee for my business, so when I called to get rates, I did NOT expect them to be $300 more for the same dates, same room type, within 10 minutes of checking Expedia had I booked at the hotel over the phone. I obviously booked on Expedia because no one in their right mind is going to pay $300 more to book over the phone. When we checked in, we were asked if we would want daily stay-over service during our stay, to which we said yes. The room was nice and clean. That night we ate at Bar Meets Grill and had a waiter who had been with them for over 15 years. He was wonderful, but unfortunately, I don't remember his name other than he mentioned he had worked in the Reno/Tahoe market prior (he was probably the nicest, most impactful employee we met during our stay). We had surprisingly good pizza there, which I would recommend. The next day, we went out for the morning and returned around lunchtime to see the room hadn't been serviced yet. When I inquired at the desk, as I had a 1 pm meeting, I was told we would be getting it tomorrow. I explained that I had been told it was daily, and my husband confirmed that. I was rudely told I could get a restock of towels and that would be it. Again, being in hotel management, I know they are capable of sending housekeeping to service the room, and honestly, I shouldn't have to ask if two of us confirmed that was what we were told. I asked for a supervisor and was told there wasn't one. The thing is, I knew the girl standing next to the clerk who was on the phone was a supervisor, as I had spoken to her earlier in the morning when I asked why the rates were $300 higher when I tried to call (to which she didn't have a good answer). I obviously called the clerk out on that, and suddenly she was available and we would be getting service during our stay. Here's my issue with the entire stay....It's remote, so you are obviously booking because you either gamble or you are visiting someone local. It's not right off the freeway, and you have to want to travel a windy road to get to it. We booked because we had local family, were aware of the road, and wanted to gamble when not with family. They could have easily converted our business so we would book in the future. No one made any contact with us despite registering for cards and letting the desk know we were visiting from out of state due to a death and that we typically play in Oklahoma. No one went above and beyond other except the waiter in service. The front desk clearly doesn't know what to do or how to act if you aren't in on a comp, which is probably why their occupancy is so low on the mid-week, and Pechanga was sold out. They are certainly making their money off the locals and the comp/gaming business because they seem to care less about anyone else, and that's unfortunate. We had decent play, but it's clear they probably need to reevaluate their hotel management model.

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