My husband and I, who are gold Hilton Honors members, arrived on a Saturday in late July for a 4 night stay for a conference. We paid $319 ( sadly) for a larger, corner room with views of the harbor. We were not given any upgrade. After viewing the ugly, depressing industrial area by the port from the windows of our assigned room on the 9th floor, we were concerned that this working dock area would become noisy by Monday, and that we were paying such an outrageous price for such an awful view. I called the front desk staff person who assigned us the room, explained my concerns, and asked for a room on the other side of the building. His unbelievable response was that there are no corner rooms on the other side of this rectangular shaped building. What? Then, implying I should be grateful for our room, advised me that they typically upgrade Hilton Honors members to rooms with only city views, while we had a harbor view. Only, there was one problem: I reminded him WE WERE NOT GIVEN ANY UPGRADE! I reminded him that we were paying $319 a night for the privilege of looking out over hundreds of flatbed trucks and a gray, miserable, industrial complex. He then advised me that it was a really nice room and that I should stay there. After insisting that we weren't happy, despite his attempts to convince us otherwise, he referred me to the manager. I explained the situation to the manager, and our concern about potential noise on Monday, when the work week began. She suddenly found a room on the 26th floor in the identical location. Hoping that the higher floor would improve the potential for a quieter room, even though the dismal view remained the same, we moved to the higher floor. However, on route to our room, the porter, who helped us move our luggage, casually informed us that the port next to the hotel is the port facility for the Dole Corporation, and that on Mondays, A DOLE CARGO SHIP DOCKS AND UNLOADS ITS CARGO ALL WEEK LONG! Are you kidding?
Sure enough on Monday morning, the Dole ship appeared and was docked below our room. From our room, we could watch hundreds of flatbed trucks line up by the ship as a crane hoisted each container onto the back of the flatbed truck. I wish I could adequately describe the awful nonstop, crashing and banging sounds that emanate from the ship as its crane lifts the containers from the ship onto waiting flatbed trucks.
We were naively hopeful that, at least, the workers at the port would cease working at a reasonable hour. By Monday night about 11 PM, when the noise continued unabated, we contacted the night manager about switching rooms. We were told there wasn’t a single room in the hotel, though she did offer us a conference room which had a sofa bed. My husband, who has a bad back, tried out the unmade sofa bed mattress which had a stain the size of a grapefruit on it. Recognizing that his bad back could not withstand a night on this sofa bed, we asked if there were other options. We were told that they were still waiting for other guests to arrive and that there was nothing they could do until the next day. The manager acknowledged that the sounds from the ship reverberate in the corner rooms with 3 windows, and she acknowledged that sleep was an important issue, but asked us to wait until the next day to switch rooms. I asked her if the work on the ship would continue through the night, and she claimed she didn’t know. I guess I should have asked the porter. He knew. We were never offered any compensation of any kind for what the manager knew would be a sleepless night.
By 1 AM as the dock noise continued, I returned to the front desk, and asked to speak to the manager again to see if there was anything that could be done. The staff member tried to find her, but reappeared and claimed she had gone home for the evening. So apparently, there was no manager available at this Hilton San Diego Bayfront? Facing a sleepless night, we finally had had enough with the Hilton and began looking online for another hotel.
Beyond exhausted, at 1:30 AM, we left the hotel, after finding a hotel room in La Jolla. The worst part of this experience was realizing that the managers of the Hilton San Diego Bayfront are fully aware of the Dole cargo ship and the noise, and still they feign ignorance. I found the deception and the indifferent attitudes to be the most disturbing part of this experience. There was a big conference taking place, so we understood the hotel's limitations, but we told the management from our first day and from our first few minutes in the room, that we were concerned about noise. They could have moved us right away! Gee, the porter knew!
One other note, the Hilton honors’ coupons for a drink and food item for breakfast at the Starbucks, inconveniently located outside the building, were a waste as well, because the Starbucks, unprepared for large crowds, ran out of most of their food by 9 AM.
I wish I had read some of the negative reviews more carefully. It was one of our most disappointing experiences at a Hilton hotel.
- Official Description (provided by the hotel):
- Step in. From the moment you arrive you instantly feel the difference. All of the vitalizing elements of the sea and sun are embraced on this spectacular waterfront setting. Rising 30 stories above San Diego Bay, the Hilton San Diego Bayfront hotel is a spirited blend of San Diego’s coastal influences, style, innovation and of course the unmistakable vibe. Steps from downtown’s Gaslamp Quarter, San Diego Convention Center, and PETCO Park, this beautiful hotel offers the amenities and lays the best of the city at your doorstep. Now guests have easy access from the hotel by way of the pedestrian bridge, directly to PETCO Park, downtown’s vibrant Gaslamp district, and up-in-coming East Village. Luxury and comfort have no boundaries here. Enjoy magnificent San Diego Bay and city views from our lobby, restaurants and guest rooms. Each one of the 1,190 spacious guest rooms including 30 suites at the Hilton San Diego Bayfront has a Bay view and features Hilton's Serenity Collection® bed and linens, the finest amenities such as Peter Thomas Roth® products, and the latest technology. And true to Hilton tradition, exceptional service comes as effortlessly here as the tides ebb and flow. For a San Diego business trip, family weekend, or a romantic getaway, Hilton San Diego Bayfront accommodations offer something for everyone. ... more less
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- Also Known As:
- Hilton San Diego Bayfront Hotel San Diego
- Hilton Hotel San Diego