“I met a woman named Doreen in the lobby.” That is how one parent began a note after staying at JW Marriott Desert Springs Resort & Spa. It sounds simple, almost ordinary. But what followed was anything but.
The guest had been having a hard moment with her son, Micah. The lobby was overwhelming and Micah doesn’t love elevators. “When Micah is melting down in public, it can be overwhelming and stressful, and often I feel judged,” the parent wrote.
“Doreen came over and she was so kind and understanding. She told me that she has a grandson about Micah‘s age who is also autistic, so she completely recognized what was happening. She brought out some sensory toys for him and also offered to bring different sensory items to our room to help him as well. I felt so seen as a parent of a kid with special needs.”
Doreen did not rush. She did not try to fix the moment; instead, she recognized it and even anticipated the family’s needs.
Doreen also offered for the parents to call her if they decided to dine in the restaurants, so she could give the team a heads-up and ensure special seating and trained staff were available to make the experience more accommodating. “I had heard of places that are sensory friendly and go above and beyond to make sure that families with kids with special needs have accommodations and don’t feel like they don’t belong, but this was my first time experiencing it,” the parent shared. “It made the stay less stressful and even delightful.”
For the team at JW Marriott Desert Springs, moments like this are exactly why they pursued the Certified Autism Center™ designation, and why the work does not stop at training alone.
“This one was personal,” said Stefanie Pagela, Director of Human Resources. “Most training is hard to get associates to participate in. This one did not. Either because of a friend or a family member, everyone connected with it.”
“Supporting autism certification aligns directly with what we believe hospitality should be.”
Nusrat mirza – general manager
That connection shows up in small but meaningful ways. Associates feel more confident recognizing when a guest may need extra support. They know where to find sensory tools. They understand how to respond with empathy instead of hesitation.
“One small thing our associates do now that didn’t happen before is simply having the awareness and knowledge to act and provide support,” Stefanie shared. “That makes a real difference in the guest experience.”
For Nusrat Mirza, General Manager of the resort, supporting autism‑inclusive certification was both a professional and personal commitment.
“Hospitality, at its core, is about understanding people and meeting them where they are,” Nusrat shared. “Supporting autism certification aligns directly with what we believe hospitality should be.”
As part of the Greater Palm Springs community, the property also plays a role beyond its own walls. “Becoming an Autism Certified destination is not just another program,” Nusrat said. “It is a meaningful extension of who we are and how we show up for our guests and our community.”
For the guest who met Doreen in the lobby, that commitment turned what could have been a stressful stay into something else entirely. Inclusive hospitality is not always loud. Sometimes it’s someone like Doreen noticing. One conversation. One moment of care that tells a family, without saying a word, you are welcome here. And that is why this work matters.