We’ve stayed at the San Ysidro Ranch three times in the last year, and something extremely upsetting happened on our last stay.
We went there three times, trying to re-cature our first time experience last year. A hotel like this should be able to accommodate our special needs for physical disabilities – they were able to meet them once. Within the last two visits, especially our last one, things went wrong and worse. We had to cut our last visit short.
From the time we booked, through our last trip, their reception was cold, snotty, and indifferent. This time, they didn’t even offer to take our luggage into the room. Who is presiding over customer service here, that they allow nearly the entire staff to be rude and arrogant?
Upon arrival, our room reeked of chlorine bleach. We asked to see other rooms, and were told they would see if there was anything available. We stayed in the room to wait for them to come back. No-one ever came back or called the room. We finally found that running the fireplace got rid of most of the smell, but not completely. I had to call the office, and were only then told that they were sold out, and so we couldn’t see other rooms until later. We decided to make the best of it.
Having asthma (and the staff knowing well beforehand that we could not tolerate strong odors), the staff made no effort to make things better for us. After a few days, we demanded to see other rooms that didn't smell. After three rooms that smelled only worse than the first with a very strong room-freshener smell, we finally landed on a room that was nearly fragrance-free. I spoke with guest services, and the manager would not speak to me. The new room was more expensive than the one we were in. They offered only to move us to the new room, and charge us more money for it, even though it was available for the entire time (no prior reservations for it), and they had obviously done something to our original room that made it uninhabitable for anyone, whether you had asthma or not.
When you pay this much for a room (never mind that we were going to stay for two weeks!), you expect staff and management to go out of their way to be pleasant, helpful, and understanding. With just a couple of exceptions, nothing could have been further from this expectation. Instead, we were met with rudeness and nasty behavior, as if we had done something wrong, or were being too much trouble.
What we want to know is: what is the San Ysidro Ranch covering up? What’s wrong with their rooms that they need to make them stink so strong from either perfume or chlorine? Something’s very wrong at the Ranch.
One more tip: food is ordinary at best. The restaurants provide strictly pre-fabricated, by-the-numbers fare. No originality, and quite frankly, very plebeian, AND very expensive!
Needless to say, we won’t be going back to San Ysidro. If you actually enjoy getting attitude from hotel staff, and having special requests ignored and sneered at, then you’ll like San Ysidro Ranch. If, however, you expect to get what you pay for, you better pick someplace else.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 29, 2012
We take any constructive and legitimate sentiments expressed by our guests in a serious, thoughtful way. On a very rare occasion, our resort may not be suitable for a particular set of needs. We of course regret that, but promise to redouble our efforts to ensure wonderful visits for all of our guests.
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Guest Relations Manager
San Ysidro Ranch, A Ty Warner Property
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.