Hilton Grand Vacations Club Palm Desert

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!

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.

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

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.

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

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.

I liked everything about this resort

Had an amazing time.Everybody's sweet, kind and helpful in many ways.The trip was a great relaxation for me and my son and we enjoy the beautiful scenery.

I really like this place very clean

My boyfriend and I stayed at this resort, and it was such a wonderful experience overall. Everything felt relaxing and well taken care of. The atmosphere was very peaceful and what really stood out to us was how perfect it was for spending quality time. The staff was friendly and attentive, and the overall environment was clean, comfortable and inviting. We left feeling refreshed and happy, with great memories from our time there!

This was a perfect stay; everyone was friendly and professional. the property was beautiful as well, I'm sure I'll be back soon.

We had a wonderful stay at the Hilton Grand Vacations Club in Palm Desert. The property is beautiful, peaceful, and perfect if you’re looking for a relaxing desert getaway. One of the highlights was the friendly and helpful staff. Everyone we interacted with was welcoming and made sure we had everything we needed during our stay.

I wanted to take a moment to recognize the incredible staff at this Hilton Grand Vacations in Palm Desert. I have been a member for 25 years and use this location as my primary stay. The level of service from the entire team was truly exceptional.

Jose, the Guest Services Manager, was outstanding. I have rarely seen a manager who is so personable, attentive, and genuinely invested in making sure guests have a wonderful experience. His professionalism and warmth really set the tone for the hotel.

I would also like to recognize Judith, the Executive Housekeeper. Her team was fantastic and clearly takes great pride in their work. A special thank you to Grace, Zamiro, and Malia for their kindness and excellent service. Everything was spotless and they were always so friendly and accommodating.

My daughter was getting married at the Desert Willow, and we were so grateful for the convenience of staying here during this very special time.

It’s clear Hilton Grand Vacations in Palm Desert has an amazing team that truly cares about their guests. Thank you all for such wonderful hospitality.

Carol and John Brady

Stayed here for 7 nights this past week with two couples in two 1BR villas. We all very much enjoyed staying at this Hilton property.

The villas were very nicely laid out and fully equipped with everything that you could possibly need during a vacation stay. Both couples really appreciated the extra shower in the units. The only pool that we used was the main pool behind the check in building and it was very comfortable to enjoy. My husband and I also enjoyed using the pickleball courts early in the mornings.

We did have one issue that we discussed with the General Manager. He was very professional in listening to my entire story regarding our issue and at that point had turned to his management staff to get it resolved. I will say that we were quite impressed how it was all handled and appreciated how efficiently his team resolved the matter. We would also like to give credit to the girls that worked the front desk. No matter what time of day, they were always professional and polite and shared smiles with us.

The resort was centrally located in a convenient
location. Each evening we headed a different direction for a full week of seven wonderful dinners out at various different style and cuisine restaurants. Our fave of all was Arnold Palmers in La Quinta and our fave activity by far was The Living Zoo. It was fabulous and we did purchase our discounted tickets at the front desk of our Hilton.

Kudos to a well run and maintained Hilton Property!

Great property and amenities, amazing front desk staff , room very clean roomy and well kept

As we entered our room we were met by maintenance coming out of the room with paint cans and caulk guns. A quick walk through of the room and it was clear from the urine on the toilet seat the bathroom wasn’t cleaned. We went back to the front desk and asked for a different room. We were told there was only one other room, but it would be a “downgrade” (her words) and I told her that would be fine. She then said no one would be available to clean it until 5pm. It was 3:30. She said she would send housekeeping to the one we were assigned (not sure why they couldn’t clean the other room if they could make it to this one, other than they didn’t want to loose $ on a “downgrade”) and she would also send maintenance in case there were any other issues. I thought was odd. Maintenance beat us to the room, he walked in, wiped the toilet seat with a rag he had (GROSS!) then flushed the toilet and it immediately backed up. He said he would have to snake it. I then realized why maintenance was sent on a cleaning issue - they absolutely were already aware there were issues in this room. After all, they were still caulking things as we arrived. We turned around and headed right back to the front desk, passing housekeeping coming into the room. This meant the toilet would be “cleaned” before the toilet was even snaked because he left to get the needed tools. (Again, GROSS!). We proceeded to check out, obviously without being charged. Headed down the road to the Westin and had an absolutely lovely overnight stay there.

As always, we enjoyed our week stay. The friendly and helpful staff are always A+!!!
The property is perfect for us relax and enjoy our time together.
We’re always impressed with the cleanliness of the room and entire property. We’re planning a week for next year. Can’t wait to return!

I arrived late on the 7th around 8:00 or 9:00 very accommodating staff great attitude very helpful I was very pleased with the service I received they were very informative and gave me a full outline of all the amenities at the property the times and the local restaurants very good service

Wonderful relaxing quiet adult pools and hot tubs