If there were negative stars, I would give 5 negative stars.
We checked in for 3 nights and the front desk said we have to stay 2 nights in one room and 1 night in another. With kids this is a huge inconvenience to pack and unpack again during the stay. Anyways, we were checked into a handicap room and I wasn't informed about it. Usually when I travel, the reps ask me if it would be okay to use handicap room. But here, no they didn't ask. And in the morning I find trash bags full of soiled towels, luggage cart, roll away bed in front of our unit against the wall. Is this the way you treat handicap people? Treating their cornered unit like storage??? It was a very unpleasant experience but that was just the start. We had to move to a different room and here are the things we had to go through.
-Washer wasn't working.
-Door lock wasn't working.
-Phone was from another unit.
-Refrigerator wasn't working.
-Dryer wasn't working.
-Technicians showed up early in the morning to fix the dryer "for future guests."
So all day on our 3rd day we were just stuck in the room reporting and waiting for the repairs to be done wasting our valuable vacation time. Techs showed up at 8AM that's 2 hours before our check out saying they need to fix the dryer for future guests. Hello!!! We paid to be in the room with privacy!!! My husband told them to leave and they didn't. They said they're almost done, completely ignoring us and left after they were done. When we were leaving, the elevator was broke and my husband was stuck in the elevator for 5 minutes with kids crying.
The attitude I got from many reps at the resort was "I do apologize and too bad I can't do anything for you." No one cared. Yes, they fixed the washer, door lock and etc but they wasted our time. I travel a lot and I have never experienced this kind of ridiculous service in my life.
The resort is nice but this place needs professional management system.
IT WAS NOTHING BUT A HORRIBLE NIGHTMARE ON ONE TRIP.
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- Also Known As:
- Hilton Grand Vacations Club At Marbrisa Hotel Carlsbad