So disappointed! For trying to marketing themselves as a luxury hotel, they have certainly fallen well below the line of luxury. Guest service, guest recovery of issues and Housekeeping were lacking. The Valet team was the highlight of the Hotel staff, and provided the best service of the hotel! The hotel has set the expectation of luxury, but do not meet the standards of luxury.
My husband and I booked our room online and received the confirmation email of 1 room with King bed. When we checked-in the front desk agent told us we booked their "smaller room" with a double bed! When we showed them our confirmation email, the front desk agent shrugged it off and told us their computer system has us in a smaller room with double bed and there is nothing he can do... Basically pointing his finger at us saying it is our fault we are not staying in one of the "larger rooms". As a luxury hotel, if this happens, this is now your opportunity to recover the interaction and make it up somehow. They didn't!
In the morning we woke up early for a deep sea excursion. We were gone all day long, arriving back at the hotel at 4pm to shower and change for a nice evening out. When we arrived back to our room, it had not been serviced! The bed was in disarray, the wash cloth and towels we used the night before were still in the bathroom, and the bottles of water we are paying for as part of the resort fee had not been replenished! As we were the preparing for our evening out, the guest room attendant knocked on the door. I asked her if she could come back to 5pm... Fastforward to 1am, after our night out, the room had not been serviced yet!!! We called the front desk as we needed towels, and the water we are paying for as part of the resort fee. When we called to say the room had not been serviced, then front desk agent said, "Oh, I'm sorry, DID YOU NEED SOMETHING?" What?!?! Of course we need something! He promptly brought up towels and water, as we requested. But, again, part of the luxury hotel standard, a guest should not have to ask for anything, the staff should anticipate our needs, or at least service the room the next day.
On the day of our check-out, we asked to have a late check out as we were planning a kayak tour in La Jolla and wanted to be able to wash some of the sea salt off before driving back home. When we approched the front desk to confirm our late check out, the agent said "We don't do that." WHAT?!?! What Hotel doesn't offer a late check-out? We explained that when we called 3 weeks before, the agent on the phone assured us we could have a late check-out. The front desk agent then proceeded to tell us they are very booked (not our problem). I asked her when we would be informed our late check out request would not be accommodated, she shook her head and said "I don't know." She then tried to save face and say she could do her best to hold the room, but if we weren't going to make it back to give them a call to let them know...
This hotel has a lot of potential for a luxury hotel, but do not need the standards. The room is quaint, and the hotel has a lot of charm. But the areas they are lacking are the guest service, guest recovery of issues and the room service. We would not stay again.
- Official Description (provided by the hotel):
- Nestled in the heart of San Diego, The Sofia Hotel offers luxurious accommodations to please every taste. Weather you are traveling for business or pleasure, you will indulge in an unforgettable experience. ... more less
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- Also Known As:
- Sofia Hotel San Diego
- Sofia San Diego