I've read horror stories and negative reviews on many travel sites, including TripAdvisor, on accounts from vacationers who would check into their reservation only to find out that their reservation doesn't exist and that they were left stranded due to no vacancies. This is terrible especially for travelers on long road trips. I think to myself, "how can this happen if you book well ahead of time and keep your email confirmations?" We were about to find out on the fateful Memorial Day weekend of 2013. When we checked with Cambria Landing Inn at 2PM, after a swing by the Moonstone Bar & Grill, to see if our room was ready, we were told by an associate that we were not scheduled to check in until Sunday, May 26. We were baffled at first. I even thought for a second that I may have booked the wrong nights. Obviously, this wasn't an option for us since we canceled our original reservation at the Sand Pebbles Inn down the street to stay two nights at the Cambria Landing Inn and made our reservations well ahead of time (April 18th). As calls were being made, I checked our email confirmation on my iPhone and sure enough, it wasn't user error (or in our case, vacationer error) and our reservation was correct. The problem is the weekend of our stay is Memorial Day weekend and literally all lodgings along Moonstone Drive were booked, minus a couple of $250+/a night rooms.
After several phone calls here and there, Jonathan the general manager talked to us and was able to find us a room at another inn, the Captain's Cove Inn. Jonathan actually escorted us and spoke with David, the manager over at the Captain's Cove Inn to explain our situation. Amidst the fiasco, it turned out an assistant manager at the Cambria Landing Inn inadvertently registered our original reservation of May 25th for May 26th on the same day we made the reservation back on April 18th.
After all was said and done, Cambria Landing Inn, Pacifica Hotels (parent company) and especially Jonathan pulled through. Not only did he secure us an ocean view room at the Captain's Cove Inn fully comped, he also included a bottle of chardonnay for our check-in inconvenience, invited us to a buffet style breakfast at the Fog Catcher Inn (another Pacifica Hotels establishment, next door, which we've stayed at before) on Sunday morning and discounted our already deeply discounted rate for Sunday's stay. The person who made the reservation error actually had the decency to follow up with us on Tuesday, May 28th, to apologize for the inconvenience and also to ensure that we were taken care of.
Talk about extraordinary customer service! Extraordinary service comes with extraordinary rooms under Pacifica Hotels. The rooms have been upgraded inside and out. Talk about a complete makeover, wow! The last time we stayed here was in 2011, spring. It felt old and dilapidated. I am not going to talk about the old Cambria Landing Inn as travelers who stayed 2011 and earlier will depict the state of the Inn under its previous owner in cleverly worded reviews and photos.
Because of how well the situation was handled, we are customers for life. Our next stay at another Pacifica Hotels lodging will be in August at Half-Moon Bay Lodge up in Half Moon Bay, CA.
- Official Description (provided by the hotel):
- Plan Central Coast romantic getaways with Cambria Landing Inn & Suites, your picturesque home base while you explore this breathtaking area, which includes the iconic Hearst Castle, the Piedras Blancas Elephant Seal Rookery and an assortment of wineries. ... more less
- Reservation Options:
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- Also Known As:
- Cambria Landing Hotel Cambria
- Cambria Landing b&b