Rated 4 out of 5 by Clm65 Dissappointment
I am sure that I am not the first Starwood Owner to have a really bad taste in my mouth when I am charged a Resort Fee and then a PARKING FEE. This charge is over the top. Very unhappy with these additional charges. Paid extra for a ocean view and then stuck on the first floor!!
November 14, 2012
Rated 2 out of 5 by redshirt Car parking terrible, bathroom counter top dirty
Nice hotel with friendly staff but two things were disappointing.
1) Valet parking parks their cars in front of hotel building I stayed in. Consequently I had to park far away since the underground parking that is not large enough for the building was full and the near by outside parking was reserved for valet. Adding insult to injury, self parking is $12. Seems unjustified when there's all kinds of open land.
2) The bathroom counter top was dirty, not even wiped. I could see drinking glass mark circles, toothpaste drips, etc.
The two star rating is because that's what represents "Needs Improvement" and I think these things can be improved. Seems harsh when the hotel is actually very nice.
March 31, 2014
Rated 3 out of 5 by DSB25 Clock not Right
Checked in late after a day of business. Had a very hard time finding parking and had a long walk to find an entrance to hotel building. My room was quite chilly but warmed up once i cranked the heat. The next morning i awoke early 6:15 so took my time only to turn my phone on and realize that it was in fact an hour later because my in room clock had not been changed to DST!!! Fortunately I wasn't late for my first meeting but it could have been a disaster.
March 19, 2012
Rated 4 out of 5 by bign Not enough recognition of SPG Gold status
Not enough recognition of Gold SPG status.
Only offered free drink or 250 points. Seems like other Sheratons offer more recognition.
Also, no one manning SPG Gold Status desk twice that I needed it, Check in and Check out.
October 27, 2014
Rated 2 out of 5 by Fooled NOT the usual SPG or Sheraton standard
They charge for EVERY little thing, have no regard for the meaning of customer service, things were broken in the fitness center, the bed was NOT the usual Sheraton/SPG quality, our sink was clogged and it took several hours to fix (maintenance man had my hair brush on the floor, guess he dropped it off the counter, but, to not pick it up, really?) Usually get 2 water bottle, this place only gives 1. I know that doesn't seem like a BIG deal, but, it is just another example of how they don't keep with other Sheraton standards. I won't be going back.
January 6, 2014
Rated 4 out of 5 by mmerijeff Nice facility
I loved everything except the room smelled a little like cat pee and I don't know if it was the water or they maker, but the coffee was terrible in the room.
October 27, 2014
Rated 3 out of 5 by Hoko0000 Housekeeping was bad. Front Desk staff was superb.
Housekeeping was so poor - we came back to a room that was half cleaned (the beds were made and dirty towels were removed). The house keeper left a worn latext glove on our nightstand and our glasses were not washed! In the bathroom there was a clean towel on the rack but dirty with a grey streak! When I shared my experience the front desk staff waived our parking fees which was kind but we would have preferfered a clean room.
August 11, 2014
Rated 1 out of 5 by chexbear Disappointed
As a person who travels a handful, staying at Starwood Properties as much as possible, I have perhaps a higher standard. I had a challenge with the hotel not fulfilling my reservation, the solution was not much better. After requesting a change, I was given an attitude that I did not expect nor accept. Hence, the low review. Too many other choices exist, especially in the area...
December 21, 2011
Rated 3 out of 5 by MEBeltran Underwhelming
Overall a hotel trying to be a resort but really need to work on the staff friendliness, responsiveness and ability to make the guest feel welcome. Lots of nitpicky charges that I don't see at other SPG properties. Staff told us they don't really participate in the SPG Platinum program because they are a "resort" so all the typical amenities afforded to a Platinum guest are only done as a courtesty and not to expect anything other than a 500 point amenity. They lived up to that commitment. Will definitely not be visiting this "resort" again.
July 6, 2014
Rated 5 out of 5 by BrianW The Kids Loved It
Spent Two nights with my family (Two boys 2 and 3) for a mini get away. The hotel was amazing, the staff were so nice to my boys, the food was delicious (the kids loved the bread) and the private entry to the Legoland park was cool.
I will be back soon- the kids are spoiled.
May 12, 2013
Rated 1 out of 5 by TravelerGS Avoid this property
I wonder if I stayed at the same property that others have reviwed. This Hotel has a horrible HVAC system.
I had to get maintenance to have the heat turned on, then about 2:00 am the room was about 85 F.
The noise level in this Hotel is excessive, to the east is an Airport, to the west you can hear trains sounding their horns, there is no in between.
Corridors are noisy.
It took three room changes to get a better room, one that was half way quite.
The stay was so bad I had to call SPG Guest Services to assit me.
I am in the process of sending a E mail to White Plain regarding the stay.
I my opinion this is not a Resort property,
The Hotel is managed by another concern, so it is not an owned Starwood Property, and I think that is where the problems lie.
December 5, 2011
Rated 1 out of 5 by GemStrom Not so Happy Experience
We did not get our money's worth. Bad beds and coffee. Had to talk to 3 people b4 we can address an issue and took about an hour to get it resolved.
Food at the grill was awesome though.
August 7, 2012
Rated 5 out of 5 by Jache Proximity to Legoland
Fabulous,clean provides all the amenities needed with children. Shuttle service if needed to Legoland. Makes Legoland even more enjoyable
June 15, 2013
Rated 1 out of 5 by Hal5 Hotel messed up reservation request
We requested adjoining rooms over the phone when making a reservation directly through the hotel since we have small children that need supervision. The reservation desk omitted this from our reservation even though they said they would accommodate it so we did not have adjoining rooms at check-in. The hotel did nothing to accommodate or remedy the situation even though it was their fault. We had a less than enjoyable vacation since our family had to be split up.
October 13, 2014
Rated 5 out of 5 by Familymom A Great Hotel with Great Staff
My 25 year old daughter and I went on a mother daughter weekend. From the time we arrived until the time we left, we had a great time. The hotel is beautiful. The rooms are decorated very nice and big. Anytime we needed something or asked a question, we felt important. I will be back with my husband and my 22 year old daughter. I would love to take a family vacation with both daughters to this Hotel. Getting everyones work schedules coordinated to take a family vacation is a challenge. We Will Be Back!
April 28, 2013
Rated 1 out of 5 by Disappointed1111111111011 Disapointed101
First time here...where shall I begin check in staff was very friendly but it was all downhill from then on. Tv kept losing signal woke up middle if night only to find the heater was not working. Bathroom fan not working. Shower drain clogged. Told the check out clerk about the heater Bathroom fan and drain and was told that maintenence will be informed. I've had better experiences at a two star hotel. One has to wonder how this property earned a four star rating. Will never return!
November 26, 2012
Rated 4 out of 5 by travelvegan Not a good value
My girlfriend and I stayed here while visiting my mother. The hotel is very nice and all the staff were super friendly. A lot of families stay here for Lego Land and we were rudely awakened early in the am by a screaming baby in the next room. Although the hotel has ample parking, they charge $12 a night for self parking and $16 for valet. The self parking is extremely limited so you are basically forced to valet. There is also a mandatory resort fee of $12 a day which we did not know about until checkout. The hotel does provide breakfast vouchers but they are limited to the eggs your way meal so there are no free options if you are vegan or have other dietary restrictions. They do have a breakfast buffet which I think would be a better choice for the voucher. Overall, I would not choose to stay here again.
January 1, 2014
Rated 5 out of 5 by TrojanMom Pleasant Surprise
Well-kept grounds, smell of new carpet led me to believe that the hotel was newer than its 5 years. Room had pleasant view of green manicured lawns. Large pool, attractive pool furniture. Fitness center more than adequate. Chilled towels were a nice touch. Starbucks counter a nice surprise. Food a little pricey. All the staff very friendly.
June 21, 2014
Rated 4 out of 5 by carol438 Great staff
The staff was outstanding - Room service was second to none. Room comfortable and clean. My only complaint was limited menu options and disappointed in the market place.
October 13, 2014
Rated 4 out of 5 by EX3A Prior to Arrival
Waited on suite upgrade to come thru and it was denied. I phoned to 'pay' as I reserved a room on points (and to check on whether suites were available) and there were. Understanding is the number of rooms for suite upgrades are "system generated" but that didn't change the fact that 12 hours prior to check in when I phoned I was denied the upgrade but suites were available. Frustrating. Upon check in an upgrade was provided.
November 19, 2013
Rated 5 out of 5 by Hardin11 Great for R and R
Just a few miles off the 5, with a panoramic ocean view. The rooms were large, very clean and well appointed. Fridge in room. Small area in lobby to buy food and personal items. Many healthful items on the menu in the restaurant and great service. Staff was friendly. We asked for a late checkout, which they were hesitant to do at first ( I have noticed some of the 'resorts' are like this), but they did give it to us because of my Platinum level. Also, we did not receive a newpaper (which is listed in the resort fees) and the lady who answered the phone basically told me to 'come and get it'. After letting her know " I am in my pj's and that is one of the things I really like', she sent someone up with the paper. Small complaint but hotels need to realize attitude is everything!
The location here is great for so many destinations. Really enjoyed the peace and quiet. Great gym.
February 12, 2013
Rated 4 out of 5 by Fox55 Summer Visit
First impression; a nice lobby. The staff were helpful , the hotel is conveniently located to the town of Carlsbad. Rooms are spacious and well appointed with nice furnishings. My only complaint was at 8:40am the lawn mower was going, that was annoying and a truck deliver also noisy around that time on a different day. But I would definitely stay there again.
July 14, 2013
Rated 5 out of 5 by deedub Excellent staff and service
Consistently high quality of service and attention to detail. Whether front desk, room service, or restaurant personnel, I've always found them to be friendly and accommodative. They make the extra little efforts that leave a lasting impression. Also, Club Room access well stocked. Beds are very comfy too. Overall a big step up from other Sheratons.
January 29, 2013
Rated 4 out of 5 by Tonja Don't turn on the TV with kids around
Everything was good except that the televisions are programmed to take you to the adult programming channel each time you turn on the TV. This was very troubling considering the fact that we had small children with us. I know they make tons of money on adult programming, but the advertisement and shows should not be accessible to children.
July 25, 2012
Rated 1 out of 5 by Jane5955 Find a different hotel
I was unable to sleep because a group of rowdy guests who work for Genentech were tearing the hotel up all night. The hotel refused to stop them because the hotel manager is good friends with the people at Genentech. There is another hotel very close called the Grand Pacific Pallisades, which is a great place to stay.
December 11, 2013
Rated 1 out of 5 by jwj2014 rude and unprofessional
As a Starwood Platinum for over a decade, I frankly expect better. The staff was rude and made me feel like an "idiot" for paying $700+ per night for the Presidential suite during my stay. I would not recommend this hotel, and it is not what I expect from the Starwood brand.
April 4, 2014
Rated 1 out of 5 by Jaxcline5 Sept 2012
For being a Sheraton resort Hotel - this was one of my worst stays.
* The bed was extremely uncomfortable. We put the heavy quilt under the sheet to add some comfort.
* Cold Pool.
* For the extra $ to get an ocean view, I only saw palm trees branches.
* No turndown service provided.
September 10, 2012
Rated 2 out of 5 by Hennsc New Years Eve
The check in process was below standard. We arrived at 3:45 for a 4:00 check in. We were told our room wasn't ready yet and it would be around 20 minutes. It ended up being two hours later and that was after us having to check back repeatedly. Very young, poorly trained staff!
January 4, 2012
Rated 5 out of 5 by Norman1241 a GREAT ROOM
I was more than surprised by not only the quality of the rooms, but the size. The pool and jacuzzi were wonderful. All the available services were great, we did not ry them all. But look through them was a treat. We are planning to stay here again. Hopefully soon.
June 3, 2013
Rated 1 out of 5 by Darrelx Not good for business meetings
The place was full of screaming children, but that is because of it being next to Legoland. Don't hold a business meeting here! Housekeeping knocked on my door to roust me from bed late at night with a pile of towels that I did not ask for, then the hotel tried to bill me for a $7 bottle of water that I did not use. I couldn't contact the hotel manager until after 9am... they don't have a night manager? The self-parking is severely limited, or you have to park far away... and there is no covered walk from the self parking to the hotel lobby, or from the hotel rooms to the lobby, making it very uncomfortable in bad weather. Internet service in the meeting rooms was throttled back to dial-up speeds, so when we cancelled our meeting room for the 2nd day so that we could use nearby office space with decent internet speed, they also inadvertantly cancelled our breakfast meeting, making our whole team late that day because the hotel had to scramble to arrange breakfast for us. Our team bailed and went to the restaurant instead.
March 19, 2012