Normally, I wait until I check out of a hotel to submit a review so as to capture as many experiences as possible. This is the first time I have not waited because generally my first impression in 3 hours pretty much sums up this place: poorly trained staff, poor service and a bit outdated facility. I'll start with the arrival by taxi. No bell hop there to greet you. Now, I don't normally need help with luggage but it is a sign of a nicely run full service hotel to have that arrival experience. The registration desk was nice enough, but as I learned later, they forgot to give me the mini bar key and didn't offer any description of the property and amenities. Also, he never asked me if I needed help with my luggage -- do they even have bell hops here? I next went into the sundry shop for some suntan lotion and waited and waited for a clerk to show up so that I could pay for it. The guest in front of me had been there longer and finally left. My room is like the hotel property as a whole. Pretty dated with efforts to make a few modern updates here and there. The property's style reminds me of one of those older Courtyard hotels from the 80's. The room could be refreshed as the rug has several spots throughout -- mind you I have only been here a few hours and it was that noticeable. The desk in the room was not business friendly as there are no outlets for computers or recharging cell phones, only a power strip behind the TV stand that you have to pull out to use. They have made some effort to refresh the bathroom, but nothing special. Then comes the lunch episode. I arrive at 11 am local time with plans to do some work in the room before heading down to one of the advertised restaurants for lunch. I get to Market at 12 noon, the doors are open and there is a sign that says please wait to be seated. So I wait and wait just like the sundry shop and no one comes. I go into the restaurant and find a waiter on the patio serving a couple and ask if they are open. He says no -- hmm, why is this couple out there. He points me in the direction of their take a way stand which does not have many appetizing options. Apparently the lobby bar is closed too, and I am later told they don't start serving food unti 2 pm. I ask the conceirge for assistance and he points me in the direction of the pool restaurant, which is no restaurant. Just a cliche pool bar with a few cheap rounds about. This would be fine if you were at the pool in a wet swimsuit, but not for someone at the hotel for a business meeting. So I decide to order room service and I am told it would be a 45 minute wait for a salad. Question -- your hotel is fully booked with a lot of people coming for a business meeting and apparently they all want lunch, so why don't you have one of your two full service restaurants open? While I wait, I consider raiding the mini bar for potato chips but find it locked. So now I wait for the bar key to be brought to my room. Finally, 45 minutes later I get my salad (mind you, nothing had to be cooked for it) and they forgot the salad dressing. And it is a rather bland room service presentation with no thought or effort put into it, not even bread for the salad. When I call down to request the salad dressing the women argues with me about whether they forgot it. Then, I ask about bringing some bread, too, and learn that I was supposed to ask for it if I wanted it the first time -- hmm, wouldn't it be good customer service to ask the guest if they would like some bread with their salad? So, at 1:15 I finally get to eat lunch...and it is pretty damn average and expensive. Just like this hotel. Don't be deceived by the pretty Internet pages, this place needs some work and is over priced for what you do get. If it wasn't for my meeting being here, someone else paying for the room and the hotel's remote location (nothing waking distance) with no rental car, I would be checking out right about now.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 1, 2013
I am in receipt of your survey regarding your stay with us here at Loews Coronado Bay Resort. It was disappointing to hear that your stay was anything but luxurious and I would like to personally apologize for the issues encountered throughout our resort especially in regards to the first 3 hours of your arrival. We take pride in providing our guests with impeccable service and it is evident that on this occasion we fell short. It would be a pleasure to speak to you on the issues you mentioned so that I may rectify situation and renew your trust in us as a hospitality provider. If you should choose to do so please feel free to contact hotel directly and ask for Front Office Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.