My partner and I stayed at Embassy Suites La Jolla for 3 nights, checking in on 25th June 2014, and checking out on 28th June. We had an overall enjoyable stay, however I was extremely disappointed with a particular situation regarding our laundry.
We wished to get our laundry done as we were on a lengthy holiday throughout the USA. I placed the clothing in the bag, but could not see a price list so I was under the impression that the laundry was also complimentary, considering the hotel was very generous in what it provided to us already (i.e. breakfast, happy hour).
When taking the clothing downstairs I was asked by the lady at the front desk if I had the form attached, to which I said no as there was not one present in the room to my knowledge. The lady then gave me a blank form to fill out. The form was for employees as it said so at the top of the form, and it had NO pricing. So it furthered my assumption that it was free of charge.
To the laundry staff’s credit, our clothes were neatly placed in our room and were not damaged in any way; however we certainly did not appreciate the $171 fee!!!! Additionally, some of our clothes were dry-cleaned and pressed which we did not request, meaning that we were given an extra charge out of their own free will.
When calling reception after seeing the price, I was told in a very condescending tone that my “assumption was wrong” and that I could have just gone to where the washing machines were to do it myself- information that was not relayed to my partner or myself upon check in.
I am not impressed that I was deliberately given the employee’s form and yet not informed or reminded of the pricing when filling it out. I feel that I was tricked and I do not think it was fair that I was manipulated by your staff. It’s clear to me that the hotel’s staff have a lack of communication with their customers, and if they had paid more attention to detail then this could all be avoided.
I do realise that the prices reflect the hard work of the laundry staff, but if I had known that simply getting my clothes washed would cost close to $200 then I would not have done it.
When checking out I was able to be refunded 10% of the cost, which I still didn’t think was acceptable but as we had to get to the airport I didn’t see the point in arguing. Now that we are finally back home, I now have more frequent accessibility to communication and can easily contact the hotel regarding this complaint.
On top of having to pay a total of $66 for parking (which was not ideal but we paid, hoping that was all we had to spend during our stay) to lose that kind of money involuntarily during a vacation may not seem like a big deal to your older and more financially secure customers, but it was to us. We are both young and are still in university, making our savings a lot more valuable. Because of the incident with our laundry, we had to re-evaluate our spending and as a result had to make sacrifices- which defeats the purpose of a vacation.
I would like to stress that other than this complaint, we did enjoy our time at Embassy Suites La Jolla. I give the hotel 2 stars purely because of the laundry. In regards to the room and the amenities, I was very impressed. We would come back to stay with you again if we ever visit San Diego, but I would like this issue resolved so that any future stay with you can be organised with peace of mind. If possible could the manager please provide an email address upon replying to this review.
- Official Description (provided by the hotel):
- Located just minutes from the beautiful beaches of La Jolla, CA, the Embassy Suites San Diego - La Jolla offers unparalleled comfort for business and leisure travelers. Hotel guests enjoy spacious suite accommodations, complimentary cooked-to-order breakfast, and refreshments with light snacks at the complimentary Evening Reception. The hotel's 340 suites are 100% non-smoking and feature a private bedroom, living room with sofa bed, two HDTVs, MP3 player/clock radio, workspace with ergonomic desk chair, and Internet connection availability. Additional on-site amenities include meeting and event space, business center, fitness center, dry sauna, and indoor pool. Dine easily with room service or at one of the on-site restaurants, P.F. Chang's China Bistro or Indulge Restaurant and Lounge. Ideal for business travelers, this La Jolla hotel is conveniently located near the offices of Ernst & Young, IBM, and Pfizer. Leisure guests enjoy close proximity to La Jolla beaches, the San Diego Zoo, Legoland California, Torrey Pines Golf Course, and Westfield UTC. ... more less
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- Also Known As:
- Embassy Suites San Diego - La Jolla Hotel San Diego
- Embassy Suites La Jolla
- San Diego Embassy Suites