We were excited to reserve the 2-room suite for 2 nights for a little down time on our 2 week road trip covering the national parks and attractions from Chicago out West. We checked in just before 12 midnight, finally asleep at 1:30 after lugging in all our gear since we had planned on unpacking and rearranging during the down time. We were awakened with the fire alarm blaring at 6 am. It turned out to be a false alarm, but we were never notified by the staff and the desk didn't answer the phone as we are outside waiting consoling our littlest kid. It took until 7:30 to get him back to sleep. We were all so tired we slept through breakfast. As we were getting ready to go out for breakfast instead and hit the beach, we got a phone call from Eddie at he front desk saying they didn't have a room for us for the second night so we would need to check out. I politely explained that they must be mistaken; our reservation was for 2 nights. I said that this would all be cleared up if he would talk with Jerome the night attendant who had taken the reservation and checked us in. Eddie said he would try to find us another area hotel to switch to for the night, which I told him was unacceptable because it defeated the purpose of our 2 nights stay (a home base in the middle of the day, one less day of lugging luggage out and in, a place to make a homecooked meal). I got a phone call from the supposed manager, Nick Richie, who was nothing short of rude. Since I could see there was really no way we would be able to stay since they had overbooked and we were the last ones reserving, I thought I would calmly explain our plight to him and state our preferences for resolution: 1. stay another night there 2. refund or extreme discount for the stay 3. pay our agreed reservation amount for the first night and get a complimentary/deeply discounted stary at another residence inn later in our route home (which would have taken coordination from corporate I'm sure) 4. be allowed to leave our stuff in the room until we got back from the beach around 5 pm so we could shower and be on with the rest of the road trip. Nick defensively told me that he would not respond to demands; we would need to remove our stuff before we went to the beach or it would be removed for us; Eddie would look into a local hotel reservation for us perhaps where we could check in early before going to the beach. Eddie did call back with an option for us to go to a residence inn in oceanside (the wrong direction on our route) for $20 more than our agreed carlsbad rate. We decided to head down to the desk to check out and discuss the rate reduction with the manager. Eddie informed us the manager wasn't in the building and he didn't think he would answer or talk with us. He did respond to a text from Eddie requesting the reduction of our rate. We told him that we would have no choice but to contest the full charge with the credit card if he didn't accomodate. No phone call back, just a text that the rate was the rate. We called corporate who is appalled and trying to work as intermediary. After 10 days, we finally got a generic email from the actual manager of the hote, Kelly Herrington. She offered no compensation for our troubles although she admitted our experience was bad, so we are waiting for the credit card company to work its' magic. Do yourself a favor and don't make a reservation here until management changes! Regretfully at this point I couldn't recommend any Marriott because I've found out corporate has little power and you are at the mercy of the local management. Too bad because the room and hotel would have been perfect for the price! Find a Hampton or Holiday Inn Xpress instead.
- Official Description (provided by the hotel):
- The Residence Inn Carlsbad is centrally located just a few miles from LEGOLAND, Carlsbad Beaches, LEGOLAND Water Park, SEALIFE Aquarium, and the flower fields. IT is also just a short drive to the Safari Park, the San Diego Zoo, Sea World, and many San Diego attractions. The Residence Inn offers free parking, free WiFi, free breakfast, and a evening social hour Monday through Wednesday with free beer and wine. All suites offer tons of space and full kitchens. ... more less
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- Also Known As:
- Residence Inn San Diego Carlsbad Hotel Carlsbad
- Residence Inn Carlsbad
- Carlsbad Residence Inn