Am Hhonors Diamond, frequently in and around SD - decided to stay downtown for once, as room rate was decent and this was nearest my morning meeting.
It's a lovely property, but this review is really intended as a sharp shock to the management. Your employees' attitudes are terrible. The front desk was understaffed at 3:30 p.m. -- a time when your top tier loyalty progam people shouldn't be waiting and waiting. Maryana seemed flustered and put out to leave the back room and check me in - and I got the distinct impression that because I was in a sweater and jeans instead of business attire, I got a second rate level of service and attitude. She also couldn't provide breakfast coupons in a timely manner, and forgot to give me back my credit card. I know it's not her forever job, but the "wish I didn't have to do this" vibe just radiated.
For my entertainment pleasure, your housekeeping staff is currently enjoying themselves yelling in Spanish in the hallway, no doubt about the many empty bottles they're clanking around in the garbage bin.
Those bottles gave me an idea - maybe I'd like a beer! I did notice that you trumpet the (justifiably renowned) local brews in the lobby on several placards - and the in-room dining menu cites Green Flash IPA (great choice). Maybe they'd also have something special on tap? Maybe I'd go down to the bar and order a beer? Or have one sent up?
Or .... who knows, because NO ONE AT YOUR PLACE IS ANSWERING THE PHONE AT FIVE PM. Not when I hit "0;" not when I hit the button for in room dining; not when I try the extension for the bar. NO EXTENSION IS PICKING UP IN THE HOTEL, INCLUDING THE OPERATOR.
You guys are so awesome that you don't even have to answer the phone! Kudos to you for your popularity. However, this is the hospitality industry, not high school, and I wish for more service and fewer reminders that I'm being permitted to bask in the shadow of your greatness.
Sarcasm aside, the attitude with staff (except the valet - who ought to be nice at $40/night parking, shame on you) is terrible.
If you're 55 and bald and wear "slacks," you'll love it. If you're the kind of person who dislikes such establishments, you won't love it. In fact, the regular downtown Hilton and Doubletree are both far superior for you Hhonors folks.
Bring your patience to the front desk - you'll need it!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 18, 2012
Thank you for staying with us and taking the time to post a review of the hotel. We appreciate this feedback as it allows us to improve our services as we share all reviews with our staff. I apologize that we were not successful in providing you the high level of service we hope to provide every guest, during your stay. We truly value our Diamond members and strive to meet the needs of each individual. We look forward to future opportunities to serve you to your complete satisfaction.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.