I don't even know where to begin... First advise, do not let the website photos fool you. It serves no justice. Had a convention to attend & website was very inviting, looked very trendy. Thought it would be our retreat after our our daily convention. We were wrong. Booked a pre-paid 5 night/6-day reservation to take advantage of discount. Upon our arrival, there was no hotel lobby, much smaller than described. Staff was awesome though!
We were placed in what they call a "Penthouse" & as we take the smelly elevator upstairs, we enter more of a Bachelor's or Party studio for party-goers! Bed on left side, stainless sink on the right & a shower nearby your bed.. No doors separating anthing except for a toilet and it had a foul smell in there. The whole studio room smelled like mold! No carpet in the room, just cement floor that looked like it doesn't get mopped. We wore our slippers at all times in the room and even in the shower. This place had stains everywhere.
After checking-in, we request to speak to the person in charge of Hotel (Christos Brooks) & explain this Hotel is different from what we saw. Nothing wrong with the place, just not our type.. More for the really young crowd. We request to get our refund back so we can book for a different hotel. Christos says he will check with mgmt and will let us know by Sunday. We stick it out on fri nite & sat nite. It was so loud until 3am, we were miserable! Never received a call from Christos & we check out on Monday. We leave more messages for Christos to call us w/ update, no answer. I finally request to be transfered to his boss & I leave a message for Sandra Viva. I ask to be transferred to Corporate office & it is Acctg Dept that is evidently their corporate office. Suprisingly, we get a voice mail message from Christos that same evening & tells us our refund cannot be granted but they will comp us with free nights at their hotel for the nights we did not stay? Does this make sense? Already said, this isn't our kind of hotel but they are giving us free rooms to appease us...?! We left Keating on 10/8/12 & it is now 10/19/12 and we have left numerous message & Christos still hasn't called us back with details. We don't even know if he really spoke to anyone.
I understand this is a Privately Own Boutique. Although, an acknowledgement from Christos Brooks to customers would be critical whether you have an answer or not. Keating hotel needs to improve on having a phone # to corporate office for customers to call. I think this boutique is a perfect place for party-goers and I was going to recommend it all to my neices & nephews. But, due to the lack of management follow-up, that became a deal breaker. To this date, we are still waiting for Christos or mgmt to call us. It is not uncommon for hotels to refund customers when they are unhappy, but Keating management has a history (based on other reviews) of not refunding customers. Again, we don't even know who makes these decisions or if its even being discussed. All we know is we notified Christos the minute we checked in & did our best to stick it out and ended up paying for this place & another hotel because we couldn't take it anymore. Still waiting for Christos and/or Keating management to call...
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 11, 2012
Estrella – It seems that you and I have very different memories of your reservation. From the moment of check-in you referred to the hotel as the ANDAZ, located 2 blocks down the street. I was informed within moment of your arrival of the situation after you asked how to access the pool and met you in the lobby to discuss a possible solution. As mentioned, your reservation was completely pre-paid in full, as I informed you that evening, all pre-paid reservations were non-refundable, these reservations are offered at a deeply discounted rate to secure the room during high volume times, in this case a convention that had filled all of the nearby hotels; a gift certificate was offered, and declined, as you stated you could not stay here. You were expecting a “hotel”, I am still trying to understand what you meant by this. I have worked at the Keating for many years, and never once has someone questioned “I thought this was a hotel” we offer all the amenities of your standard hotel PLUS service beyond anything else in San Diego, and a space designed by Pininfarina, just as it stated on our website: we are a hotel like no other.
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While I could understand that this was not your type of hotel, you did stay at the hotel for multiple nights, and then opted to move. Every reason that you gave for not wanting to be here, we offered a solution, including complimentary use of our meeting space and business concierge services for your meetings, however nothing seemed to meet expectations. I have attempted to call, and left several messages, and still seem to be in perpetual phone tag.
It saddens me to read your review, but also goes to show that this is a hotel that is not for everybody.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.