Although it is true that The Keating is one of the most beautiful hotels I have ever stayed in, the form and flair was grossly overshadowed by the shoddy service that I received. My husband and I are not in denial that we are 'hotel snobs', so The Keating seemed like a natural choice for our weekend trip to San Diego. I was both anxious and excited to experience the sophisticated service and amenities boasted on the hotel website and literature. Unfortunately, when we arrived at the hotel we were advised that our room would not be ready for 3 hours, so we checked our bags and went off to explore the city. When we returned 3 hours later, we sat waiting for 15 minutes while another guest checked in and were completely ignored by the other desk staff. When we were finally approached to check into the hotel, we were advised of the 'unfortunate news' that they were unable to fulfill our confirmed reservation, but would guarantee an upgraded room the following night. When I opened the envelope containing our alternate arangements, they were sending us to the Comfort Inn down the street!!! I could not have been more insulted. My husband and I were furious, but were repeatedly told that there was nothing more that could be done. When I asked the reason for being relocated, we were told that the prior evenings guests simply refused to leave! I also asked why we were not told of this 3 hours prior when we first arrived and why the guests who were at the desk when we returned were able to check in and no answers were given to my inquiries. I advised the desk staff that the accomodations they were attempting to provide us were not acceptable and I was again told that there were no other options and that there were simply no reservations in the downtown area available. When I demanded my reservation canceled and my money returned, suddenly there was another option (proving the staff to have lied) available and we were sent to the Westgate which was a few blocks away. The Keating staff expected us to walk to the new hotel with all of our luggage in tow to the new hotel. The Westgate was absolutely lovely. The service was top notch and the room was stunningly beautiful!
When we returned to The Keating the next day, our room was not ready. We checked our bags and went out for the day. When we returned we were escorted to our room and received personalized check in service. The room was beautiful. We were upgraded to a room with a jacuzzi tub, which was a nice touch. The bed was one of the most comfortable I have ever slept in. We did not receive the personalized mini bar or turndown service, which are boasted in The Keating literature. The espresso bar is nice, but there is no cream provided. The shower is lovely, but it does leak out onto the floor as there are no doors. That really wasn't a big deal. The floors are finished concrete so there was no danger of slipping. Later in the evening, I called the front desk to inquire about having some ice delivered to the room. An hour later, I was still waiting for the ice. I walked down to the front desk and my ice was sitting there melted next to the desk clerk. I took it up to my room myself. No apology was offered for the delay or the inconvenience. That same evening, I called the front desk to ask for napkins and was told that they would be delivered to my room. I didn't hold my breath and it is a good thing as they were not delivered until 45 minutes later. The noise level is very high, as the other reviews state. Having already read some of the reviews of this hotel, I was somewhat prepared for it. There are earplugs provided in the room.
Overall, the hotel itself was georgeous, but I was sincerely unable to enjoy myself as a result of the horrible service I received. I feel that my weekend away was ruined by the Keating staff. The hotel staff are very young and inexperienced. They are just simply incapable of offering the kind of service that the hotel advertises. I was severely disappointed and can not recommend this hotel. I can, however, highly recommend the Wesgate.
I have written a letter to The Keating to discuss my experience and have received no reply.
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