I had stayed at this location about five years ago when I lived in San Diego and attended a business meeting there. I loved the hotel and remembering this, I reserved a room for two purposes. First, it was my birthday, and secondly and most importantly, I am recently engaged and was excited to take my fiancé there to have her possibly consider this location for our wedding.
I had booked a King Bayview Deluxe room through Expedia which had been confirmed by Expedia. After checking in and making our way to the room, we entered a room which had two double beds. I immediately called to the desk and was put on hold. After 5 minutes on hold, we decided to go back to the desk and get the correct room. I explained the situation to the woman at the desk and she quickly pointed out that when you purchase a room through Expedia, that rooms are subject to availability. I said I understand that, but I have a confirmation that nowhere on it states that I did not get what I requested. She again pointed out that all rooms are subject to availability, which as I learned your staff definitely has been trained to use that phrase because I heard it over and over again. When she said there were no other rooms available and there was nothing she could do, I asked to speak to a Supervisor. She then proceeded to go into an office and about five minutes later came out with a Supervisor. He approached the counter and said, “Hi, what can I do for you?” Based on how long the other person had been in there it was obvious that he was well aware of the situation. I asked him if he was aware or if I needed to again explain it to him. He said that she had filled him in, and immediately stated that unfortunately all rooms through Expedia are subject to availability. At this point, I became very frustrated as to what was transpiring after I spent $300 a night and was going to end up with a room with two double beds for my new fiancé and I. I asked him what he could do, and he said unfortunately all rooms were booked and there was nothing he could do. He said he would see if there was any availability on the following night, but it appeared as Saturday was full as well, but he would let me know. He said he could possibly give us a dinner if we would like. He never once apologized, appeared sympathetic nor did he give us a food credit or let us know the following day that he was not going to be able to get us a king room. Working in a customer service industry as well, I can assure you that this supervisor has no business being in the position he holds.
With no other option than the double bed room, we headed to the room and was helped by Mick who was one of the few highlights of our weekend stay. He was polite and very helpful. We then decided to order room service. I placed an order and then realizing I had left something in my vehicle, I headed downstairs to retrieve my belongings. On the way down, I saw an employee headed my direction with a tray. I asked him if he was headed to my room and he said yes. I asked him if he could wait just a minute, that I was running to my car. He said yes, and as I started to head towards my car, I glanced back and he was rolling his eyes. I could not believe what was happening.
The following night, we were headed to Gaslamp to celebrate my birthday. I called to the desk to see if we could get a cab. I told the person at the desk that we needed it in about an hour. He said, let me see if I can get you a car and he would call me back. He called me back quickly and said he didn’t have a car available, but would order us a cab. We went downstairs at the requested time and didn’t see a cab. I asked the valet if he knew where our cab was and after completing his text on his cell phone he said he didn’t know anything about a cab, but he would call one for us. Again, another let down and example of the lack of service focus at thishotel.
Sunday morning, after checking out, we decided to grab a bite to eat before driving back to Los Angeles. The brunch looked amazing, but because we were driving, we passed on the mimosas and buffet and decided to just order from the regular menu. We were seated on the patio where for the next 13 minutes we were never spoken to and no one came over to the table. I saw several tables that were seated after us and had ordered the buffet get waited on immediately and champagne served. After the 13 minutes my fiancé got up and left without eating. I understand they are catering to the brunch crowd, but all guests should be important. This was a fitting end to a very disappointing weekend.
People have many options on where they spend their money and where I thought I was making a great choice for a special celebration and possibly a future wedding, I instead am still today wondering what happened to the outstanding service I experienced 5 years ago.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 21, 2013
We apologize that your stay did not meet your expectations and was not as you had hoped. Unfortunately Expedia does not have the ability to assign bed types on their site. All the reservations from Expedia come over as run-of-house bedding. We recommend, when booking, calling us or booking directly on our site, as we can ensure that you will have the lowest pricing as well as the bed type of your request. I would also like to apologize if our staff was not empathizing with your situation, as caring for our guests is our top priority and in your case we fell short of that goal. We have shared your experience with our management team to ensure other guest do not experience the issues that were encountered on your stay. We hope you will give us another try and allow us to deliver the service so many of our guests come back to us for time and time again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.