Stayed at the property on August 13 2011. I had contacted the hotel ahead of time when they sent me an email and unfortunately they never returned my email. Why ask for guests to contact if they won't take the time to respond? Called in about the possibility of an early check in around 1230pm on the 13th and was told that the room was already set to be checked into. Arrived around 1pm and suddenly they are not sure and have to get in touch with housekeeping. After 15 minutes of waiting I ask the front desk for status and they have to make another call. Another 10 minutes later and finally we get checked in when the room had been ready an hour before according to the staff member i originally spoke to.
Room was fine, but im glad I was able to find it at a lower price on a competiors website so that the price was ok and i did earn 2000 starwood points for the low price guarantee that i applied for.
So why the 1 rating? well when i checked in I wanted to store some beverages in the fridge, but they had a mini fridge that was activated by movement. There was a note saying they could deliver a fridge to the room, so i called in for it. Unfortunately they were all out, but the person on the phone told me that I could take items out and that they would note my account that I wasnt using anything from the mini fridge but had taken the items out so that we could place out beverages. On check out day, my folio was under my door and the correct amount was listed on it, obviously if the fridge had detected the movement of items and autimatically charged me for them they would have shown up on this folio. Im sure you know what happens next....
A month later I receive my spg amex card(yes U.S. Grant, I am both an spg member and a loyal spg amex card holder as well) and my bill is $70 more than it should be!!!! WOW, lied to by the front desk, and by whomever printed out my folio.
Tried chatting with an spg agent about the issues, but they wound up closing the chat before we had finished the discussion! Chat agent Sarah H must work at the U.S. Grant and work at spg chat on the side!
Finally had the issue resolved by calling hotel and speaking to the manager, I was given a measly 500 starwoods points for my inconvenience. Had I been aware of the issue and been on site to dispute im sure that I would have received greater compensation for my troubles, but what do they care, i've long since checked out. I had an issue arise across the street at the Westin Horton Plaza that I brought up during my stay, and they took care of resolving the issue in a professional manner and I felt treated like a valuable spg member. The U.S. Grant, well they brushed up their nose at me and didnt find me worthy enough I guess. This property has lost a loyal spg member, and I WILL NOT recommend it to any of my many friends who frequent san diego as a property they should patron. Much better locations downtown like the hotel solamar, the W and westin horton plaza(both starwood properties)
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