Stayed for 3 nights at the Solamar at the end of our vacation. The hotel was recommended by our Travel Agent. The room was booked and paid for in October 2012 but we were told by our travel agent there would only be a twin room the first night then change to a double for the last 2 nights. This was due to the hotels booking system and we were told they would probably not have us change rooms when we got there.
Upon check in we were met by a cheery young girl who asked for our name. She tried several times to find our booking but said we were only booked in for 2 nights starting from tomorrow!!! I had the documents from my travel agent and I explained there were 2 separate bookings. Still she said sorry but we don't have you booked in tonight. Slightly irate at this point, I looked hopefully to the 'mute' woman standing behind the receptionist watching her every move thinking she must be a manager helping with training, but no, still she stood there 'mute'!
A manager eventually came across to help. No explanation given to the cause of the problem or an apology for the mix up, he simply booked us in and walked away!
To add insult to the injury we were told the pool was out of use due to refurbishment, but we were sent a plate full of crap cheese, stale crackers, dollop of honey and some nuts to say sorry.
We were invited to the wine tasting between 5 & 6 every evening which was a nice touch and even got to know the manager who had 'helped' us a bit more (he turned out to be very nice).
The faults did not stop there-we were given a free cocktail voucher to use which we thought was generous. We headed up to the rooftop bar where there was a semi private event going on. The 1 barman on duty was not busy but still took an age to serve us. We asked for a cocktail menu which again took quite some time. He gave us the menu then proceeded to serve everyone (single,blonde, females mainly) before us. I immediately went to complain at reception and the gentleman was very apologetic. He gave us more free cocktail vouchers and asked if we would like to head to the restaurant bar. He said he would speak to the bar manager and ask her to 'reach out to us'. We headed to the bar and ordered our drinks completely put off by the whole event. The waitress came over and asked if we were 'the couple with the problem'. I said we had had a problem upstairs and she said her manager would like to offer us an appetiser or desert. We were not looking for compensation but this was a slap in the face. A face to face apology would have been appreciated! The other free vouchers were returned unused upon check out.
The list goes on and on, not to mention the swearing and moaning from the Valet staff. I really do not care that you hate your job, nor do I want to hear it whilst I am on vacation!!!!!
Not a great experience overall but the room was quite nice and the location good for bars, restaurants etc.
Advise to Solamar staff, just a little more professionalism please!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
What a disaster. I'm so sorry we let you down. Here's what I'd ask of you (and all future guests that read this). If your stay ever gets this far off track I'd love you to stop by my office which is located right in the lobby. This will give me the chance to apologize to you personally and also work to recover your trust in us. We want to be the best loved hotel in San Diego, but we'll never get there if we don't have a chance to learn from the times we let our guests down.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.