Rated 3 out of 5 by DORI13 TO: Chris Draper (GENERAL MANAGER)
TO: Chris Draper (GENERAL MANAGER)
Chris - just wanted to share some feedback with you.
I'm a Platinum member and have been staying at your hotel on and off for the past three months. I also plan on staying there for the next 7-9 months.
On Sunday I came to the hotel with my pregnant wife and attempted to check in at 2pm. I was told that there was not a single room available until 4pm when check in happens. I was asked to wait until a room becomes available at which time I would get a call. I waited until 3pm and after hearing nothing, I went back to the front desk frustrated as I was seeing others check in with no issues. In fact, as I was standing in line a number of folks checked in with the exact same type of room as mine.
When it was my turn with the agent, I was told that they are still looking for a room and after sounding out they said they found one. I asked to speak to the front desk Manager and Rachel. When she finally checked me in and provided me with my keys, she asked me if I have ever been there before which frankly, irritated me that much more because I just explained to her that I have been staying at the hotel for two months, making me realize she wasn't listening to anything I said.
I'm sharing this with you because folks like me are dedicated Starwood members. I go out of my way to stay at Starwood and although i don't expect any favorable treatment i do expect to be treated fairly. My stay last week was very disappointing.
December 6, 2013
Rated 2 out of 5 by Rita3455 needs improvement
I was a guest at the Sheraton, in Carlsbad and was there for a business meeting. While the staff was very accommodating, the room left a bit to be desired.
I was unable to get the thermostat in the room to control the temperature, which was a particular problem, as it was quite cold for this time of year. Additionally, the TV and the remote were in working when I arrived.
The bathroom did not have sufficient lighting for me to get ready in the morning, nor did it have the usual amenities in the room like a make-up light.
All in all, Starwood properties are my preferred hotels, but I am not likely to stay in this one again. It truly could use some updating.
December 6, 2013
Rated 4 out of 5 by Ann33 This hotel has a great location
This is my second stay and my husband's first stay at you hotel. We had a great room with an ocean view. The room was very large and comfortable. The location is great at the top of the cliffs, and very quiet with a beautiful sunset to view. We will certainly stay here again.
December 13, 2013
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 3 out of 5 by ivygirl Great hotel/Horrible Parking
This is a great new hotel property but the parking is terrible. They charge you 12$ to park yourself FAR away from your room. When we returned at 11pm from a birthday party we couldn't even find a spot anywhere and had to move the cones from the Vallet area to even get a spot. It is an insult to have to pay for that! If it weren't for that I would have given this rave reviews but they need to remedy the parking charge or i won't go back.
November 9, 2011
Rated 3 out of 5 by TK02 Nice facility, but you're nickel and dimed
This review may sound negative, but it is not meant to be completely negative. Beautiful grounds and very nice facilities. Just very disappointed by a hotel with such a high standing reputation (Sheraton) that they nail you for any little thing. Bottles of water in your room are $3.50 each. Parking (which is not monitored or tracked by a ticket system or anything) was $12 per night! I could have lied and said I didn't park there and they would have never known. Instead I said, yes I parked here...oh that'll be $12/night sir. This place is meant as a money-maker for conferences and meetings where companies pick up the tab for parking and anything extra. For the single traveler or family, I do not recommend this hotel. You will get frustrated by the extra fees for everything.
Lastly, nobody thanked me for being a starwood member on check-in or check-out. And nobody asked how my stay was on check-out. On my last morning, a spider fell out of my shower towel and I wanted to mention it to the front desk at check out but the clerk never asked me about my stay. So instead of being given the chance to resolve it at the front desk, I feel obligated to write it here in this review.
January 13, 2012
Rated 3 out of 5 by duffy You Pay for the View
The room was nice and clean, however the noise from the rooms around us was constant even though the hotel seemed to be half empty every room around us was occupied.
Add to this the $12 per day parking and the $12 per day resort fee which lets you use a computer and a pool/hot tub.
This was my second trip to San Diego this year and I will be going again early next year but to another hotel.
November 12, 2011
Rated 2 out of 5 by PlatinumMember626 Overnight Trip
My wife and I have platinum status and own several SVO properties. We travel for pleasure only and bring along our now 21 month old daughter. We decided on Monday to take a quick trip to Legoland for Brick or Treat on Friday to enjoy some family time after a stressful week (my wife is a teacher and just had parent teacher conferences). Now let’s fast forward to the day of our arrival. I had called down the morning of our arrival to verify that our room would be ready around 4pm and to confirm Legolands hours. I was told no problem on the room and Legoland closes at 8pm.
We departed our home at 3:00 and arrived at 4:30 we were greeted at the door by a valet who told me “take your time’, which was a strange greeting but a greeting. During check in I asked the clerk to confirm that Legoland was open until 8 as I was told earlier and he verified with the other clerk and told me I was correct. I then asked about their Club Lounge and its hours. I was then informed that the club lounge has been permanently closed. I asked why and was told that the Club Lounge was getting too many complaints about it being small and having a poor selection so they decided to close it rather than make the changes and have to listen to the complaints. I was shocked to hear that! Why wouldn’t you listen to your customers and make changes to make their stays/experience better? I then asked about the parking charge was going to be waived as I am a Legoland Annual pass holder and was told that was no longer a perk to Legoland pass holders. Now frustrated I have to spend extra money on parking, afternoon snacks/beverages and breakfast (we didn’t pack breakfast for our family as the offerings of the Club Lounges are sufficient) I get my key and go back to the car to park and head to our room.
We drive to the underground parking beneath our room/building and park. I look around for a cart to help bring my bags up, but there is nothing of the sort. To get to the elevators we have to pass the laundry room, mechanical room and walk down a long hall way to the elevator. We get into the elevator and got to floor two. Getting out on floor two we can smell what can only be described as bad body odor and then find our room and enter. I then have to make 2 more trips down to get the rest of our bags while my wife attends to our daughter and unpacks. Our room (1201) is nice and clean. We were upgraded to a suite due to our status. It is now a little after 5 and we are anxious to head down to Legoland to let our daughter play and get something to eat. We then pack up the stroller and start the ½ mile walk to the private entrance. Upon arrival to the gate we are informed that the park closed at 5:00. What?!? How can this be? I was told by 3 different people that it is open until 8pm. Disappointed we walk another ½ mile back to the hotel and go back to our room and try to decide where to go for dinner. We settled on a short drive to the outlets. We get back and call it a night around 9pm to get a good night sleep.
We all woke up around 9 am on Saturday morning after a poor night of sleep (our suite was next to the elevators and it was relatively noisy) and we were planning on having breakfast at Twenty / 20 and then maybe a quick swim before my daughters daily nap which is normally around 11:30 daily. I called downstairs and requested a 4 pm checkout as it is a perk of being a Platinum member (based on occupancy) and was told that was not possible. I asked why and asked if we could compromise and have until 1pm so my daughter could get her nap in. Again I was shot down and informed that they are at 100% occupancy for the evening and because of the special event. I was then informed that the MS Bikeathon was having an event there from 10am – 6pm. I then asked to speak with a manager and talked to him about my above experience and that my daughter takes her daily nap from 11:30ish to 1:00 and that if we have to check out at 11 am it would ruin our day at Legoland as she would not be able to take a nap. The Manager/ Head of Security said it sounds like there was poor communication on the part of the hotel and that he would make an exception and allow us to stay until noon. I again asked if we could at least have until 1pm as it would still allow them a 3 hour timeframe before their 4pm check-in and was told that is not possible. I said ok and we ended our conversation.
Frustrated and disappointed we packed up our belongings and decided to check out and when down and went to have breakfast at Twenty / 20. The highlight of our trip was the nice young lady who waited on us. Aside from that the food being mediocre at best (someone needs to teach the chef to poach an egg for eggs benedict) the service was good and she was very nice and helpful and brought our daughters food out right away. After breakfast we got into our car and drove over to Legoland and parked in their lot for our visit. As anticipated our daughter was not able to fall asleep and was overly tired and as a result we ended up leaving Legoland and driving home at 1:30.
The net net is that we left very disappointed in our stay and will decided we would not be going back to the Sheraton Carlsbad ever again (mind you this was our 5th stay with each being worse than the last). It is very apparent they are not interested in their guests experience or voices and only care about their bottom line.
Lastly, if you are going to have a large function like the MS Bikeathon at your property you should let your guests know in advance through reservations or via e-mail that Special Conditions Apply to that day so they can make the determination of whether or not they want to stay there. Had I known it was there and I would have to be woken up by people setting up banquet tables beneath my rooms and I would have to leave early I would have not booked a room for Friday. I would have saved my $200 and drove down in the morning while my daughter napped in the back and been able to enjoy a whole day at Legoland with my family rather than a couple of hours.
October 25, 2011