Awful experience
I prepaid for two nights here starting Saturday and checking out today. I booked a 2 queens deluxe room in the Ocatilla building. The trip was supposed to be a semi staycation for my little girls and me. The hotel is beautiful, especially if you like this particular architecture and the grounds are lovely and well maintained. This pretty much sums up the positive for me, unfortunately.
As I stated, I prepaid for our two nights and thought everything was all set. I went to check in and the lady at the desk was pleasant, but she checked me into a different building. I advised that I am supposed to have a room in the Ocatilla building. She checked again and then stated they never had me associated with an Ocatilla room. I produced my reservation, prepayment confirmation from Hilton.com. She then went to the back and came back with another lady, Doris. Doris proceedes to tell me that they cannot accomodate me in the Ocatilla room because some of the rooms are out of commission. I asked why I wasn't notified prior to driving two hours there as it should've been my choice whether or not I wanted to accept accomodations of a lesser standard. She then stated it just happended that morning. Now at this point I'm suspicious as the first lady stated they never had me associated with the Ocatilla building, but now all of a sudden the rooms are out of commission. Totally unacceptable because someone is not being truthful. I explained that I was not willing to accept anyhting less than what I've already fully paid for. The two ladies then go to the back. In the meantime, the two gentleman at the front desk checked in at least 4 other parties into rooms in the Ocatilla building. I asked Doris about this when she returned and she just kept saying how my room is out of commission. She then said they could put me into a different room for the night and then move me into the Ocatilla room the next day. I'm sorry, but I didn't pay to stay in a regular room and moving across the resort with three young girls is not my idea of a pleasant staycation. She then said they would've refunded the 1st night back to me, but couldn't do it because I prepaid on Hilton.com vs at the front desk. She states they would have to figure out how to do and would have to get back to me. Yeah, I've seen this trick before and I know full well that they would "forget" to look into my credit back to my card. End result up front was that I received a key to a room in the Valley Wing with a promise to move to my correct room the next day. I told her I would be back if the alternate room wasn't acceptable to me. I also asked for access to the executive lounge as this was a perk with having an Ocatilla room. I went to the room and of course it wasn't aceptable. This is why I paid to stay in the Ocatilla building. I went to the concierge in the lounge and spoke with Kim. I asked if there were issues with some of the rooms and of course there weren't any issues. The truth was that they were just fully booked up, over committed really. This is what I suspected all along and the truth is what I should've been given, not a lie about rooms being out of commission. A hotel of this caliber has no place lying to guests. I asked to speak with a manager who agreed to come down in person. I do give Chris credit for coming down in person, but he was very dismissive and seemed annoyed that I would even need to discuss this. I even told him how I understand this is a busy weekend, but feel as if everyone is just talking me off just as he was doing at this point. His condescending, dismissive attitude was really unprofessional and not how you treat any guest. He agreed to put me in a 1 bed, ADA room for the night and allowed a resort credit for the night. The credit wasn't the entire cost I paid for the night, but was acceptable being that I had a room in the Ocatilla building. I was never moved the next day to my correct 2 queen bedded room nor was I given a partial credit for the 2nd night. 
I have to say that Kim in the lounge was AWESOME and was the catalyst in getting some progress to a resolution for me. Without her telling me the truth and calling the manager, I wouldn't have gotten to the point I ended with. A special thanks to her!
The girls and I did try to salvage the stay, but the mood was already set and the tone was negative. Sadly, I cannot see myself spending another dime on this place. The fact they failed ot see was that the money wasn't the issue as I wouldn't be staying there in the first place and wouldn't have prepaid. It comes down to pure customer service and treating EVERY guest with courtesy and the respect each one deserves. Doris and Chris failed at this. This was not a good experience and will be relayed as such to anyone who asks.
Again, the grounds are gorgeous and the Ocatilla lounge people were wonderful.