I coach a traveling baseball team and required 11 rooms. We had negotiated a group rate and specific rooms for the stay. In the traveling party were both adults and kids. I understand that it was Labor Day weekend, travelers need to be flexible, we were not the only group in the hotel; I get all of that. The problems is that for a Hotel of this size and branding, they were off . . .way off on service.
Overall, a beautiful property. The pool, lobby, and entrance was nice. Rooms are average or less than average in size (more about the room to come). While my room had a lingering smoke smell, others in the party had rooms that were horrible; either smoky or musty. I understand that rooms next to the ocean can be musty, but this was less than acceptable.
Upon checking in I was advised that I was staying in a different tower than the rest of my traveling party. Upon inquiry as to whether other rooms were available I was told that the hotel was sold out . . . only to be followed with the opportunity to change rooms that had a pull down bed and a double. This was a tad frustrating as the group had negotiated a rate for rooms with two double beds; some upgraded rooms to have specific views. I stated that I did not find the room acceptable; ultimately, taking the room in the different tower. I am told that I was lucky to have done so as the Bay tower is not as nice as the main tower. As I was one of the first to check in, the remaining families had similar experiences. Sad part about this was that I was not the only person in the group that had a similar experience. Of note is that one of the families in the party had to change 4 different rooms until they actually found a room that was clean. After moving them, the Hotel wanted to upcharge them for the room ($60). . . this was not a view room or an executive room. . . upon protest they backed down. As the coach of team, it was a tad embarrassing to have to handle issues the hotel was unwilling to address.
As an aside, the prompting to write this review was reading other experiences and reading replies from Laura Bodell. I Asked to speak to front desk manager and was told she was busy. Was given a card for a person, but it was not Laura Bodell. So, I guess communication lines were crossed.
A group of 14 visited the main restaurant. This probably should be a separate review, but as a group we tried to utilize the whole property. Upon timely seating, the waiter took our order. He indicated that he would bring the kids food out before the adults. As we were all waiting for food, it was becoming obvious that they are understaffed or staff needs more training. It took 20 minutes for the kids food to be delivered to the table. Not a problem until it took another 20 minutes for the adults food. The "bring the kids food first" strategy does not work when they kids have already eaten and waited another 10 minutes before you bring the adults food. The food was average. . . For the price and in San Diego, less than average. Of note was the medium well steak that was actually rare; again, concession are empty when you have to wait 40 minutes for a raw steak. Would definitely skip the restaurant with the other choice in the vicinity.
Upon check out I was over-charged for my room; the woman at the desk was willing to change it. However, after arriving home, I learned that I was charged for a deluxe room, which is not the type of room that I was given. It may not be a big difference, but the group reservations person needs to be more definite with room types because it sets expectations. . . . that were not met.
The only bright light was the harbor rentals. rented jet skis. Reserved them a day in advance. Only one person working the dock, but did a great job. Thank you Savannah.
Oh, and the Starbucks, Howard Shultz should be embarrassed.
Better options in San Diego.
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