Find a Hotel in Terra Lago

"Was looking for an elegant hotel for two days after our week of California travel. Was hoping to relax poolside. Traveled with my husband and two teenage sons. The family pool was overcrowded. There were no chairs to be had on day one check in. We went over to a quieter pool in the front. We stayed there three hours, having lunch and drinks while we waited for our room. Our room was late to be ready, but we were relaxed, so our late room was not a problem. However, three hours in, the pool manager told us we had to leave because it was an adult only pool. My sons are 13 and 17. They had been quietly relaxing in their phones. No one told us this the entire afternoon. In fact, many other younger kids had been in the pool throughout the day. The staff supplied us lunch and drinks without a problem. At 4 pm, the pool manager confronted us, and said the boys had to leave since the pool area was getting crowded. However, it was the opposite. People were leaving for dinner. We told him our room wasn’t ready, and we had no where else to on since the other pool was overrun with small kids and children. It was a splash pool. The pool manager threatened us with security. At that point, I just wanted to leave. Our room was late, service took a long time. There was only one server bringing food and drinks out. We waited over an hour for drinks. Yet we hadn’t complained until the manager asked my sons to leave. Another manager offered us free dinner, but we cancelled both reservations."

"Kitchen was fully equipped. Staff was extra helpful. Hot tub was hot and pool was great"

"I am writing to formally request a full refund for our recent stay at your property, as the conditions were unacceptable and far below the standards expected of an Embassy Suites hotel. During our stay, we experienced multiple serious issues: No towels were available at the pool on several occasions. Mold was present in the bathtubs in two different rooms. Both rooms had broken tub stoppers. Towels provided were old and felt like worn rags. We found hair inside the drawers, which prevented us from unpacking. Breakfast service used plastic utensils, which was unexpected for this level of hotel. Upon late check-in, the lobby floor was being mopped, and we were asked to wait until it dried before checking in. There was a persistent unpleasant odor in the room. Furniture, including couches, appeared run-down and poorly maintained. We initially raised concerns and were moved to another room; however, the same issues were present there as well. This occurred late at night, leaving us with no reasonable option but to remain and endure the conditions. Most concerning, due to the mold and non-functioning tub stoppers, we were unable to safely bathe ourselves or our children during the entire stay. This created a significant level of discomfort and concern for our family. Given these circumstances, I believe a full refund is warranted. The experience did not meet even basic cleanliness and functionality standards, let alone those associated with your brand. "

"Everything looked clean around the property but we found a large cockroach in our room located on the 4th floor on the first night. It ran under the bed before we could catch it. It was the only one and we didn’t see it again for the rest of our stay. It is the desert so it’s to be expected, but I can’t lie that it made me uncomfortable in the room the rest of our time there. Other than that everything was great. The drinks at the pool bar were awesome! "

"Clean room, great staff, nice golf course view, pool and hot in were great. Kids had a great time and so did we! Bar at the pool was a plus. Will stay here again. "

"The hotel is beautiful but under staffed. 45 min to check in. 90 min to get room service. No chairs at pool. So crowded. "