After years of going to Carlsbad area resorts during Christmas and New Years weeks, something our family has looked forward to each year and we have worked hard at getting the time off and lucky to find resorts during those weeks, well we finally stayed at the wrong place. You can over look silly things like the high ceiling fan glass beads hanging on the chains, beating together during the night, the placement of the free soap box in the shower that is in the way of anyone taller than it is, bathroom ventilation fans not strong enough to ventilate bathrooms from moisture build up and black mold on grout, or the missing master bedroom window screen. Ok these resorts are refurbished places and yes you can expect some things to be sort of over looked but nothing I have said so far can compare to what went on during our stay that should not have gone on.
New Years week at the Carlsbad Seapointe Resort: After making our reservation thru RCI in early 2013 for our one week stay. Received call from RCI rep wks before our arrival, asked if we had any special requests? I asked for early check in and Ocean view top floor, no guarantees but the request would be added to the reservation, given resorts front desk phone number and told to call about 2 days before our arrival date. I called 2 days before arrival, spoke to an Olga, I re-requested an early check in, an Ocean view top floor room, I was asked for an expected arrival time “ told that check in was 4pm” I asked for 11am or noon if possible. Olga didn’t seem to jolly or happy on the phone.
We arrived early; my wife went in to check in as I parked the car. When I walked in the lobby my wife was thanking the woman at the front desk. My wife said no rooms were available but they would call us when our room was ready. We were then directed to the RCI guy, very informative guy even to say you are early and did you get an Ocean view room? I asked my wife if we were able to get a third floor room with Ocean view. She didn’t know, as a matter of fact she didn’t know what room we had been checked into. So we went back and asked the woman my wife had just spoken to and to my surprise it was Olga, the woman I had spoken to just two days before about early check in and 3rd floor Ocean view. Olga said no we found out she had a room for us on the 1st floor in front of the kids pool. My wife asked if there were any 3rd floor Ocean view room’s available as we had requested, turns out there were and the room was changed. I was a bit mad because I had spoken to this woman 2 days before and requested this, do they not check the reservations requests upon check in? Or was it even added to the reservation at all? With time to kill we walked to the activities desk and were greeted by Sara, she was wonderful and explained what all the property had to offer during our stay.
Resort called and we checked in around 2:30 pm, received our room check in packet, all important info out of the list of 24 were pointed out and the most important of the 24 we circled those being:
#3 Check- out time 10am #18 Housekeeping Services are provided as follows: Trash and Towels on Tuesday “didn’t happen” Mid week Mini Clean Rooms ending in 17-33 Thursday “didn’t happen” Trash and towels: Saturday “didn’t happen”
12/30/13 Monday We attended the welcome breakfast; it was a nice meal, informative and not pushy. Returning to our room we found out keys did not work, walked down to the desk and the keys were re -scanned, they did not work either so we phoned the desk and maintenance was sent up, the man did not speak English very well and didn’t seem to know what he was doing after 30 – 40 minutes the Maintenance supervisor showed up and several minutes later the computer was detached from the door and our keys were able to unlock the lock. Must remember the saying we heard two times after the breakfast “We strive for the five”! Ok now that’s not so bad and not much thought about this.
12/31/13 Tuesday Called for an early morning: Trash and Towel exchange per #3 in Info packet they said ok. When we arrived back to the room the trash had been picked up but the towels had not. Called the front desk and was told sorry and someone would bring up towels, I said there are 4 of us in the room ok. A man brought up towels for four; I had to ask for TP and kitchen towels also, he said ok and ran with the towels and returned a few min later. We prepared for our barbeque: cleaned, chicken, fish and beef ribs, seasoned all and fixings for fish tacos, loaded up the ice chest and headed down to the BBQ, neither of the 2 would light. Maintenance arrived, the same man that worked on the door lock, he had a long lighter and after several tries was able to light the flame, I told him that the Electric Igniter’s on both of the barbeques did not work and the one on the right shocked you when you push it in. He said NO WORK, BROKEN and shrugged his shoulders with a smile, that is not right! This guy knows it does not work, who else knew? Later we returned to the room with the food and found a message on the phone it was from housekeeping they said they were unable to get into the room because the, do not disturb sign was on the door. The message was at 3pm and the desk had sent towels up at about 1pm already, these people must not communicate with each other? “We strive for the five”
01/01/14 Wednesday Stayed close to the resort enjoyed the beach, pool, fitness room and activities going on as we had each of the past days.
01/2/14 Thursday Called front desk for early morning room cleaning, they said ok and we were expecting the mid week Mini Clean per #18 Housekeeping Services from the info packet. We drove to San Diego along the coast and then dropped my wife and daughter off at the outlets. My son and I went back to the resort so he could swim. Guess what? The room had not been cleaned; the trash was gone. Called front desk, they were sorry would try to get room cleaned but if not on Friday for sure, any time we wanted. Towels were sent up but only two, the guy left, returned with more, do they not check the reservation for # of persons? Later phone rang, front desk asked what time we would like our roomed cleaned on Friday, my wife asked if 10 am was ok, and was assured it would be taken care of. She was also told that because of the holiday falling on Wednesday that the mini cleans were done on Tuesday. We were never told of that schedule change. Do these people not inform the customers of their changes??? What happened too “We strive for the five?”
01/03/14 Friday Out of the room at 9:45am thinking housekeeping would be on the way. We arrived back at the resort at about 2:45 pm; we overheard a maintenance man was being radioed by someone about room 323. That was our room! We got up to the room OPENED THE DOOR WITH OUR KEY, what do we find, trash not taken, towels not replaced and no mini clean of any kind but there was a message on the unit phone from the front desk at 1:30 pm, “sorry the room was not cleaned” it would be done within the hour. Wife calls front desk, they are sorry someone will be up right away. Three maintenance men show up, the first one “smiling” guy says, housekeeping could not get in to the room. I said really, then how did we get in? Mr. “Smiley” along with other 2 maintenance men asked us how we got in? Closed the door and ran our room key and it opened, Mr. “Smiley” and the other 2 maintenance men look at each other kind of like the three stooges, and one man even had batteries in hand. We told them that a maintenance man with the supervisor had fixed the door already and if our keys worked might not be a problem with the batteries. Mr. “Smiley” had to go on and on about how housekeeping could not get in when they came by at about 2pm. Do I/we need to hear this no but he continued to go on, as the “stooges”(maintenance) took the lock apart over and over and hooked the computer up over and over, whispering to each other. Finally after 35 minutes we are told the lock works, wow we even had to ask if our key would work, housekeeping showed up and had to stop to talk to the “three stooges” for a laugh. The housekeeper continued on to our room, asking me “you want your room cleaned” I said yes. “We strive for the five?”
This resort should get their act together, they have a beautiful resort but something is lacking, maybe a independent auditor should be hired to come in and review/stay on property and monitor the front desk at all hours of the day, hire an independent Maintenance contractor/stay on property and monitor maintenance crews and maybe hire an independent resort specialist/stay on property and grade the entire staff. We are sure that the Activities Staff would grade A+ but not sure of the rest of the staff.
With all that being said, if you stay at this resort get ready to drive to get around town because you’re not within walking distance of Carlsbad. You are in walking distance to the beach and to the Train. Be aware that the area to go through the gate to get to the train has limited hours. Otherwise you will have to climb a fence gate or you will have a very long walk back from the train station. The gym is great and is open 24 hours a day. Special thanks to Sara and Maddie from Activities, both are shining stars, future success to you both.
- Official Description (provided by the hotel):
- Carlsbad Seapointe Resort offers an unbelievable location for visitors visiting San Diego. These vacation condos sit along some of the most beautiful beaches in Southern California, and are within easy driving distance of LEGOLAND California, SeaWorld, the San Diego Zoo and the Wild Animal Park. After a day of sightseeing or enjoying the sand and surf, relax in your own one or two bedroom designer-decorated condo. With an average of 800 square feet of space, beautiful balcony views, and a romantic fireplace, you can rest and unwind while listening to the sound of the ocean nearby. Guests can enjoy on-site amenities including swimming pools, a spa, fitness room, activity center, basketball, volleyball and tennis courts. ... more less
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- Also Known As:
- Carlsbad Seapointe Hotel Carlsbad