After reading the reviews and checking the place out online I was really looking forward to staying here..After a long fun day at Sea World we arrived at approximately 9:45 pm to check-in. The gentleman at the front desk advised me that he had to make sure our room was ready; seriously at almost 10pm the room is not ready.
So we did the paperwork and took a seat, think i forgot to mention my daughter was with me and she was exhausted some warm cookies helped her for a moment (they give these to all guests btw). About 10 minutes go by I go ask the front desk what the status is, he says they are working on cleaning the room it will be ready in a couple of minutes..15 minutes later I see this guys chatting with another gentleman and telling them whats going on he shrugs his shoulders and walks away, the guy comes to tell me that it will 20 minutes and he is going to help clean..So 25 minutes later he gives us keys and apologizes we get up to the room and what do we find the cleaning crew still cleaning and a room that stinks of pine sol..they leave close the door and guess what the keys dont work. So i had to go downstairs get another key and the go back again to speak with the manager who saw us sitting on the sofa and my daughter laying down uncomfortably on the sofa..The manager (Roy) again shrugged his shoulders, never apologized and said well were sold out and thats it, he offered free parking for the night. NO apology, seeing we were there waiting never came up to apologize or offer us anything to make us more comfortable. How this guy is a manager I dont know..maybe he thinks a full hotel is the only thing he needs to worry about..So I take to twitter and for about an hour I let twitter know how absolutely horrible this service is, I then get a call from the doubletree social media manager apologizing profusely, asking what she can do, her number rang up from Texas so i was impressed by how well they manage their social media and how kind this lady was but the hotel manager is something else. I am assuming they made him call me to apologize then offer to comp the night and free breakfast..sadly had i not bee on twitter this would of never happened.
I will never again stay there nor would I send my worse enemy there..horrible horrible customer service..I am contemplating possibly never staying at a doubletree or hilton again..i am so completely disgusted with this experience..THe room itself other then the pine sol was ok, the bathroom had no ventilation and the walls were bubbling and had a rusted access panel, and to top it off when we showered in the morning the tub was clogged..
Do not go here unless you want to be treated like crap...
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- Also Known As:
- Doubletree San Diego
- San Diego Doubletree