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Reviewed November 30, 2012

This was our 3rd stay at the Best Western Island Palms Hotel and we love it there.
The staff is friendly and cannot do enough to help you out. Very nice rooms, great location, beautiful views, just an all around wonderful place.
We will be back again.
We have stayed at two other hotels in San Diego but none can compare to the Island Palms.

Date of stay: November 2012
  • Trip type: Traveled with family
    • Value
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Review collected in partnership with Best Western
1  Thank ELISE P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
wjorman, Manager at Best Western Plus Island Palms Hotel & Marina, responded to this reviewResponded December 14, 2012

Thank you for the great review! We really appreciate the kind comments and look forward to seeing you again.

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Reviewed November 27, 2012

We stayed two nights at this hotel. we love the cleanliness, the quietness, and most of all the view. Just walk across the street and we can walk and jog along the bay. Within 15 minutes we can drive to interesting places around town, like Seaport Village, Gaslamps quarter, Coronado, etc. The hotel provided very clear direction to go to these places, ask for San Diego map also. Oo..the room has new 40" (may be more) flat screen tv, which is nice.

Room tip: Any room is good.
Date of stay: November 2012
  • Trip type: Traveled as a couple
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    • Cleanliness
    • Service
3  Thank Pilgrim88
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
wjorman, Manager at Best Western Plus Island Palms Hotel & Marina, responded to this reviewResponded November 28, 2012

Thank you so much for the great review. The view is certainly amazing on Shelter Island and it also sounds like you got out and explored San Diego. Sounds like a great vacation!

We do hope you’ll stay with us again and please feel free to contact us directly if we can ever be of service.

We look forward to seeing you again.

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Reviewed November 27, 2012

We arrived at the hotel early but no problem asked for a quiet room and was given a room next to the kitchens and vending machine, went back and was given a nice room in (new building) a nice quite hotel with views of San Diego harbour. Good location if you don't wont to be right in the City.

Date of stay: October 2012
  • Trip type: Traveled as a couple
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1  Thank krttering
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
wjorman, Manager at Best Western Plus Island Palms Hotel & Marina, responded to this reviewResponded November 28, 2012

Thank you for the review. We’re happy to hear that you enjoyed your stay with us and enjoyed our Shelter Island location.

We hope you’ll stay with us again on your next visit to San Diego.

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Reviewed November 26, 2012

My family all went to San Diego for my oldest son's graduation from Marine boot camp. I made reservations with Southwest Airlines Vacations and chose the Island Palms because it was one of the "Recommended" choices and was one of the few with a kitchenette and enough room for the five of us, not including my Marine. The package included a complimentary room upgrade when available and 20% off the bill in their Blue Wave restaurant and at Humphrey's down the street. When we arrived at the hotel and were given our room assignment in the older section of the hotel where there are no elevators, I asked about our upgrade and requested to be put in the Casa section of the hotel. I was told by "Danny" that he knew nothing of the upgrade provision in the vacation package. I then asked about the 20% off and he said there was no such provision for that either. After going to our room, I immediately called Southwest to report what had happened, and after moving me up the line of supervisors, they agreed that all of those provisions were indeed supposed to be included in our package per their agreement with the hotel and were going to call and get to the bottom of the situation. After a few hours, Southwest called me back and said that the hotel would go ahead and honor the 20% off in the restaurant, but since I was already in a suite, would not honor the further room upgrade to the better part of the hotel. I thanked them for taking up the matter for me. Within ten minutes, Danny called to tell me that the hotel was going to honor the 20%, but I would have to charge the restaurant bills to my room and would be credited the 20% off at check-out. I asked about the room upgrade and he told me that the hotel could not do it because it was not available. By this time I had already decided that there was no way I was going to spend any more of my money at this hotel, discount or not. And the feeling was only reinforced when I walked around the entire newer section late the three evenings we were there and all three mornings around 5 am and saw that there were never more than 5 cars parked in the parking lot at any time. I pray Southwest takes them off of their "Recommended" list!

Room tip: The rooms on the higher floors in the Casa section overlooking the marina really are the better rooms.
Date of stay: November 2012
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank Vincent N
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
wjorman, Manager at Best Western Plus Island Palms Hotel & Marina, responded to this reviewResponded November 28, 2012

Thank you for the comments regarding your recent stay. It is unfortunate that your reservation was not made correctly. The promotion you reserved does not begin at this hotel until April 1, 2013. The tour aggregator and subsequently Southwest Vacations incorrectly activated the promotion early. We agreed to honor it; however we should have done a better job explaining this error while you were here.

Our Guest Service Agent used the term “unavailable” during your registration when you requested an upgrade. It would have been more appropriate for him to explain that you were already in the most expensive room type which is why there was no upgrade available. The Suite you reserved doesn’t exist in the other buildings, but he could have offered you the ability to view the smaller rooms which you may have preferred. We should have given you that opportunity.

I wish we would have done a better job communicating with you than we did. Your comments have given us the opportunity to do some retraining with our guest service interactions.

Sincerely,

Bob Levine
General Manager

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Reviewed November 26, 2012

Stayed for two nights on business. Was able to get a government rate which was excellent for a property on Shelter Island. The property has a very good location with views of San Diego harbor and marina from all room facing the harbor/marina and the restaurant/bar.

Room was very large with seating area in the kitchen portion and adequate closet space. WiFi signal was spotty and had problems pulling it in. Had a deck which was a nice bonus.

Ate at the bar area which was extremely busy that night (World Series was on). Bar tender did his best with little help from support dining room staff. Took some time to get a food order placed and others did not get their food since bar tender forgot to put the order into the kitchen. I cut him some slack based on large crowd. Once the food arrived it was good.

Housekeeping failed to restock caffeinated coffee for my second day so had to go in search of to go coffee at restaurant. Once I got the attention of someone (about 3-4 minutes) they said they would be right with me. I told them I just needed a large black coffee to go but they never came back. Waited 5 minutes and left to find coffee somewhere else. Worth noting there was only two tables in the restaurant so being busy was not an excuse this time.

I have also stayed at the Bay Club on Shelter Island and I would say they are about the same and offer the same good views to the harbor/marina.

Would probably stay there again based on the positive aspects of the place but likely not eat there again.

Room tip: Given the geography of harbor island (narrow and long) which this property sits on, the rooms are quite spread out so best to leave your car under the car port until they tell you where you room is rather than parking first and walking.
Date of stay: November 2012
  • Trip type: Traveled on business
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1  Thank ColdCorona
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
wjorman, Manager at Best Western Plus Island Palms Hotel & Marina, responded to this reviewResponded November 28, 2012

We’re sorry to hear about the weak WiFi signal in your room as we realize how important it is to our guests. Our IT team has been asked to check the signal strength throughout the hotel so we can ensure that it’s at the appropriate level. We have also shared your feedback with our restaurant and housekeeping teams who will use your comments as a training tool to emphasize the importance of providing consistent service at all times, regardless of the volume of business.

Thank you for staying with us and we do hope you will give us another chance to serve you.

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