Where to begin? Ah yes, April 14th, a full month prior to arrival when I made our reservation and paid for the entire 3 night stay UP FRONT via the ADVANCE PURCHASE RATE directly through Marriott's site onto my credit card. Stated very clearly on the reservation is "LATE CHECK-IN" as my husband and I, along with our 3 y/o would be driving from Disneyland. Guess what happened? Yup, finally made it to the hotel and was told that our room was "sold away". Huh? How can this be? It is already paid for, thus already mine.
At 9:46pm (as per my cell phone statement) I called the desk to remind them that we would be late and are coming form Disney. I was told that my room was waiting for us and that my request for a sofa bed for my toddler would be honored. At 10:45pm I called again to report that we were lost, but that we were still coming. This time the same clerk stated that there were only 8 rooms left and to hurry. I reminded her that I had a reservation, and she just reiterated to "hurry". At 12 o'clock at night, our super-tired family was ushered across the street to another Marriott, told that the room would be compt'd (I'd certainly hope so) and to pack up all our stuff and return the following morning. Again, whaaaaat?!?! So we go across the street like the Griswalds amid a bustling lobby filled with clubbers and ask for our room key. The room was fine, but lacked the kitchenette we reserved with the Residence Inn for all the food supplies we had stopped to buy on the way. Had to toss all perisables. And this other hotel didn't offer the free breakfast like the Residence Inn, either.
The next morning, called the desk at Residence Inn. The manager on-duty was very nice and knew who we were and said to come anytime as our room was ready. Got over about 11am and being from EST, were starving for breakfast and mentioned how we missed out. Promptly given a $25 credit and a 10% coupon for the Broken Yolk restaurant across the way. That was the only discount given for the hassle from the night before. And the 10% coupon is given to any guest that asks. Only got the $25 credit because I complained. And the super-nice corner room they supposidely upgraded us to? Well, my brother and his gf happened to be staying there with us, and they got a corner room. So much for the upgrade. They got there from Disney just before us. NICE. Had to stay in a different hotel from my family. I mentioned how I was not satified and asked if the $32 a night valet fee could be taken care of. "No" was the answer. Nothing more was done to try to make us happy, so here is your warning.
Later, I went to the desk looking for the clerk that said my room was still available the night before. Kelly appears and seems nervous. When asked how on Earth she could give our room away even after talking to her twice prior to arriving, she first blamed the guy that replaced her shift for the night, then said that on busy evenings it becomes "first come, first serve". Again, WHAAAAAATTTTT?!?! Then why bother making a reservation? She had no answer. I left the desk uphappy once again.
Upon check-out, I had given up on trying to get some satisfaction, a discount, somethng other that $25 for a breakfast we missed out on, not to mention the food we had to throw away. The lady at the desk was different, given in was now Monday and asked the usual, "How was your stay" question. Mistake. BIG MISTAKE. Quickly went though the events that had happened upon arrival, and went so far as to mention how we were still not happy. Strike Three....nothing more was done and the general manager's business card was requested. Right after this review is posted, the letter to the GM is getting written. UNBELIEVABLE.
The hotel is very nice, new hotel and turned out to be where all the families were. This is a very busy downtown. Try not to go during a game as the Petco stadium is right around the corner. Double and triple check your reservation, just as I did, but understand that at this hotel, a reservation means ABSOLUTELY ZERO to the staff, especially on a busy night.
- Official Description (provided by the hotel):
- Embodies the urban and eclectic styles of the modern-day Gaslamp Quarter. Guests enjoy the residential feel and strong sense of space in a comfortable and progressive setting. Start your day with complimentary hot breakfast, stay connected with complimentary high-speed-internet-access and step out into the vibrancy of downtown. Conveniently located just 2 blocks from the Convention Center and PETCO Park. Relax by the lobby fireplace and rooftop pool, rejuvenate in the fitness center and full-service lounge. ... more less
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- Also Known As:
- Residence Inn San Diego Downtown/Gaslamp Quarter Hotel San Diego