The Westcott Reviews

Thank you for your feedback Lola - it was a pleasure having you stay and we know that with the recent storms there was more vision being brought to life than normal, so thank you for your understanding! We’re glad you had a great stay and hope to see you back soon!

It was a pleasure having you as our guest - thank you for you review and most of all we’re glad you felt welcome and at home. Come back soon!

We of course thank you for taking the time to share your experience. We never want to see our guests go through a "nightmare" so we will look at our process for when things go wrong. We always want to be real with our guests - we are not a large hotel with 50 or 100 rooms, we don't have maintenance crews or administrative teams in an office out the back or a lobby full of check in staff. What we typically have is 1-2 people who wear all the hats in a given day to manage the 10 bedrooms - akin to staying at a large family home. We are an independently owned and operated boutique bed & breakfast and as such when challenges come our way we deal with it as best we can.Faced with several days of rain the week before, which was way above our normal averages our 1930s building faced some water damage. We have been working on getting things right - unfortunately due to a very real systems issue we had lost 2 bookings that day from our dashboard and calendar - one of which was yours.As soon as we saw this error we messaged you and then when you returned our call we explained what had happened and despite the accomodation shortage, gave you two options of hotels that still had availablility. We recognised that they were different in concept from our own but faced with limited choice we wanted to get you booked and ready to enjoy one night in PS. We booked the hotel and informed you that we needed to call them to get your name added to it.As we were then at 3pm, the front desk at the hotel suddenly had 2-3 groups all wishing to check in - so we may have been around another 25 mins before we were able to call the hotel and confirm the change - but as you mention, from initial reach out, to choosing hotel, to us booking it and communicating your details it was all within the hour.Now we realize that the system issue was our fault and we have only had this happen to us 5 times since we opened 7 years ago - out of the thousands of stays booked. Thats why we took care of finding you a hotel, making sure it was paid for and then as a goodwill offered you your stay again on us with a bottle of champagne. We would like our future guests to see that we covered every detail in this incident and when things go wrong, which they inevitably do at times in a small business, we made sure that it was handled thoroughly and not only alternative accommodation found, but a gesture of a free stay was given. We do not believe the timeline of one hour to be unreasonable.We're sorry your hotel plans changed for your one night stay and we hope you enjoyed something of the amazing modernism week experience here in PS. I don't think there was much we could do to avoid this kind of review but we do know that small independant hotels have never needed support like they do now - we are challenged from many sides and as long as we continue to do our very best for our guests, we hope we can continue, in the majority, to receive glowing reviews which highlight the o

Thank you Jon - we do appreciate that the last 2 weeks have been a little unusual with the water damage - we're pleased to say that we are 95 % there in getting everything back to normal now and its great to seer the PS sun back daily!We hope to see you again soon

Thank you for your rating Michelle!

Thank you for your rating! Happy to see you had a relaxing stay with us - it was lovely to meet you both. We hope to see you again soon.

Thank you for your feedback which gives us the opportunity to clarify to our future guests what we offer here at our hotel.A couple of things to mention up front. Firstly, you didn’t actually stay at our hotel - we understand that it may not have been for you but our offering is far more than our building and our guests experience service and relaxed atmosphere is different to other hotels. We have lots of reviews from people who experienced our full service for people to review.We also ask guests to make sure they know what to expect when they arrive - we are a small. 10 room independently owned bed and breakfast. Our hotel has a mix of old and new and we know that’s not everyone’s taste. But we aren’t trying to be everything to everyone and in a city like Palm Springs we are so fortunate to have many wonderfully different independent hotels that there is sure to be one to meet your expectations.We also know that as the hotel wasn’t your style you also wanted a full refund - at that late stage in the afternoon it’s hard for us as a small business to resell a room - and if you had given us the chance to fix anything that you thought was unacceptable we would been able to compensate to make things right. We did try our best to be fair and refund the rest of your stay based on your not liking the style of our hotel. Addressing the joining door in your suite - we could have very quickly come and closed and locked that for you - which must’ve been an oversight from the party the prior night which had the rooms as a two bedroom suite. We always have room to improve and we will do our best to paint, update furniture and repair anything broken - we appreciate that we always need to look at these things when we are buying older antique pieces. We’re sorry our little hotel wasn’t for you - or that we weren’t able to have a conversation to understand exactly what made you so unhappy within those first few minutes - but at least we can address things with your review and also be open with our future guests about what to expect. Antique furniture and the 30s relaxed vibe we deliver isn’t for everyone - but when it’s a match we do everything we can to deliver an amazing experience. We wish you all the best in your future accommodation searches in Palm Springs.