Great hotel, good front desk clerks, clean comfortable room, but we left our 2 expensive pillows..close to $200 for both, in our room and headed home back to AZ. Dealing with Deanna in the Lost and Found department was a nightmare!! She wanted to ship them but would not tell me how much. She just wanted a CC #. I was not comfortable giving that to her and have to wind up paying $50 to have my pillows shipped to me. We don't have that much money..sad, but true as is with many people now a days. So, I told her I'd try to find a friend that was heading to the area and have them come get them in the next few weeks. I found someone and called Deanna back to tell her (the 2nd week they were left there) and she got all mad and said that she needed to know what day my friend would be there and I told her that she was going to call me when she knew what day she could head over. Deanna said "well, I need to know what day she is coming. Thank you" and she hung up on me!! GREAT customer service! She also said that they could not hold things longer than 3 weeks. Well we were good on that time frame then. That was a week and a half ago. Today, I called to inform them that my friend would be by to get them this afternoon. And Deanna pretended that she didn't know who I was, and tried to tell me that I must have stayed at a different Double tree hotel..what the?? She continued to play stupid and said she would call me back. When she called back, she all of the sudden DID remember me but said that the pillows were shipped last week. I asked if they were shipped free of charge because I never gave a CC # and never consented to that. She said that someone called and gave a CC# I told her that no, in fact no one ever did and asked what the Fed X tracking # was and she said they could not find it. I said that they had never been shipped then. She again said she would call me back. Never heard from her called and talked to a manager..who said they would call me back and hung up w/o even taking down my phone number. I waited an hour and called back and called Deanna out on the fact that she was annoyed with me and therefore got rid of my pillows. She said again that they couldn't find them but they were shipped last week by Hannea at the front desk...RIGHT! She asked if I wanted them to send me 2 of their Down pillows and I said no, I want a check for my $200 pillows or a 2 night complimentary stay. She sounded shocked at the request, said she would talk to management and call me back. I would not stay here again just because of this, but if you don't plan on leaving anything in the room then the hotel was alright.
- Official Description (provided by the hotel):
- Five story Hotel, modern decor and popular guest room amenities; located in the north coastal area, two blocks east of I-5. ... more less
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- Also Known As:
- Doubletree Del Mar
- Doubletree San Diego
- San Diego Doubletree