Disappointed.
May 15, 2022 RP1313 USA
This was our third stay at the Hard Rock Hotel in San Diego. We specifically chose it because of our prior experiences. What used to be our favorite hotel in the city turned into a laughable experience. Our stay would have two separate reservations combined, so I appreciate it was a bit more complicated. However, our experience had more to do…
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This was our third stay at the Hard Rock Hotel in San Diego. We specifically chose it because of our prior experiences. What used to be our favorite hotel in the city turned into a laughable experience. Our stay would have two separate reservations combined, so I appreciate it was a bit more complicated. However, our experience had more to do with service than with the complexity of our reservation. During check-in, we informed the front desk that our bill had one credit card during the first three days of the stay and a different credit card for that last day. We also had a $50 daily credit to use for bars/restaurants/amenities in the Hotel. They informed us that the credit only applied for the first part of our stay, not the last day. In the process, they also realized our trip had two different types of rooms and allowed us to stay in the same room for the duration of our trip. Yay! Things were looking promising. We arrived at our room, and it wreaked of pot. I’m not judging people who smoke marihuana, but it made us nervous that the hotel would think we had been smoking and would charge us a steep cleaning fee. We reported it to the front desk. They changed our room which we appreciated a lot.
First day all was good. Second day we took a shower with lukewarm water. Not sure what changed from the prior day, but we called the front desk to let them know. They were very apologetic. Promised to have it checked so we went on with our day.
The next morning, we wake up to no hot water in our room. We called the front desk and they promised to send someone during the afternoon to fix the situation. Before leaving for our client meeting without taking a shower, we went to the front desk to make sure it would be taken care of. There was a 10 person line, so we decided to call guest services instead. When we explained the situation, the manager offered a $100 credit to compensate us for our bad experience.
The next day, cold water. When we went to the front desk we were told there was no note regarding having someone check the water so no one had gone to check it, and our account was showing a $50 credit. We waited until someone fixed it to see if we needed to change rooms, went back to our room to take a shower and our key didn’t work. Went back to the lobby, waited for another few people before us and received a barrage of apologies. We were met with the question “what can we do to make this right?” We asked for a late checkout. Instead of jumping all over that easy request, we were met with “It’s outside of my wheelhouse, so I need to confirm with the Manager”. He came back with an approval, a set of new keys that would work for the remainder of our stay and the promise that the Operations Manager would call us personally.
We still have one more day in our stay and we are awakened by an early morning knock on our door. The person wanted to know if we were leaving that day. The Do Not Disturb sign hanging outside our door did not dissuade him one bit and the fact that even if we were leaving that day, we still had three hours before needing to checkout. We went for breakfast and, again, our key didn’t work. Another million apologies. Our checkout? No credit, no call from the Operations Manager and a rather condescending front desk clerk that was taking me through the bill like it was my first time staying at a hotel.
We gave them every courtesy and enough time to fix the issues. They just didn’t care. I am sad and disappointed. Needless to say, there are many Hotel options in the area and I would skip this one if I were you.
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