Hotel Zoso

03/18/2008 Posted by danimelgoza

We booked our reservations 2 mo's in advance for the tennis open weekend at Indian Wells. When we got to the hotel at 10pm at night we were told by the robotic night manager, Christie Schaeppi, that there were no king rooms left. We told her we had specifically booked a king bed and she said "You can take the 2 queens or you can go elsewhere". Not kidding you, these were her LITERAL words to us at 10 o clock at night on tennis open weekend w/ every single hotel booked. We asked if there was someone else we could talk to and she said "No". We asked if we could get some sort of discount and she said, "No". No explanation. Just a flat, "NO." She was cynical and just evil. It was shocking. I thought we were on hidden camera or something. She asked us if we could take our bags up ourselves. When we asked for help she called the security guard over and he annoyingly took our bags up, totally mad that he was being made a "bell boy". He said that there is no night staff because the hotel was bought out by American Property Management Corp., and they cut corners in every way. Theres No room service, housekeeping is spotty, but the worst part is-- you are lucky if you even GET THE ROOM YOU BOOKED. Our friends arrived the next day and they were completely turned away with NO ROOM AT ALL, the manager again told them, "You are free to leave". They didn't honor their [paid] reservations at all. Worst of all, both of our cc's were charged IN FULL the first night. Our friend is still trying to get his money back through his credit card. This hotel is a complete scam. DO NOT BE FOOLED BY THE NICE DECORATION. NO cust. svc., NO quality control whatsoever, no one to complain to. The managers are free to send you to hell. I plan on writing American Property and making sure they understand what type of rude staff they are hiring. If you have experienced similar treatment I suggest you do the same: Go to the American Property Management Corp website thru their contact section. Take care.

Pros: Nice decoration, great location

Cons: Rooms are not guaranteed, rude staff, spotty housekeeping, no room service, no movie rental, no fitness center

10/16/2007 Posted by santagenoveva

We had booked this hotel for 2 nights, for $290/night. I checked hotels . com 3 days before check-in, and the price had dropped to $160/night, so we cancelled the original reservation after they said the lowest they could go was $230. For $160, it's ok. For $290/night, I would've been an unhappy customer. The lobby was kinda dead on friday and saturday night - they had live music, but only till 8:30pm! There's a great bar right off the lobby with a bar menu - very good service and good food. But right next to it is the tackiest gift shop i've seen in a hotel. Check-in was smooth, room was HUGE and very nicely decorated - think Z gallerie. We had a balcony facing a hotel across the street, where saturday morning i had the pleasure of seeing a bum take his bath in its fountain. Another Ha! Also, walls seemed to be made out of rice paper - we could hear our neighbor's tv loud and clear and also the people running up and down the hall. Thank goodness nobody threw parties around us. The bed was like an inflatable mattress. It gave too easily, too mushy, not comfy. You could feel the springs in it. Flat screen worked intermittently. Tea kettle was dirty. Sunday morning we ordered room service breakfast. An hour later, we called to check to see if it was on its way - turns out they never took our order down. We put it in again, but at least they comp'd the coffee and juice. When we were about to check out, we wanted to take the elevator down, but you need to insert your room key to activate the elevator. Ours had stopped working shortly before check-out time, we noticed, so we had to hoof it down the stairs. Not a big deal, we had small bags, but another couple on their way to check out with big bags also had to hoof it, as their key didn't work either. I mentioned this to the manager at the front desk, and he said he'd call security right away to go check on the other couple. That was a nice touch, but shouldn't have been necessary.

Pros: great location, a block away from downtown, hip decor, great service (except room service glitch!)

Cons: bouncy/mushy bed, dirty/faulty appliances, weird elevator functions, forgetful room service!