Rated 3 out of 5 by Sugar312 Unbearable noise level from other rooms
Just stayed there and could not sleep because of the neighboring room having a party until 5 am. Called to complain at 2am and nothing to my knowledge was done to correct this. They comp me by giving me some SPG points. but the night was a waste.
Management needs to be more attentive to these issues and provide satisfaction.
October 4, 2014
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
Rated 5 out of 5 by Cools187 Great location for a Conference
The location was great for a work conference. Beautiful spot with distant view of the ocean. Nice fitness center, clean room, and very comfortable bed.
October 4, 2014
Rated 5 out of 5 by Glo10 All Aroung Great Resort
The hospitality throughout the resort was outstanding! I would definitely come back to this resort for personal and business. I doesn’t get better than this.
June 14, 2013
Rated 1 out of 5 by Kpable This Hotel is terrible for business travel and they treat SPG Members poorly
I am a Platinum Member and booked this hotel for my wife on her birthday so she would have someplace cool to stay while I worked. I requested a 4 PM checkout, but they refused and kicked us out at 1PM saying they needed the room for someone at 4 PM. And they were rude about it. 3 hours to clean a room? Don't think so. No useful business amenities. No Club Lounge, no coffee/tea in lobby, room is not set up for computer work, noisy hotel, restaurant is mediocre and expensive, they charge for parking, they charge resort services, etc. We will not use this hotel again.
September 24, 2014
Rated 5 out of 5 by Kattjwk77 OMG Wonderful Night
I am the "gramma" that took the grandson to Legoland and the hotel room took away all the cares of the day spent with small children in a small children world. Not to mention that my grandson (6) hit the bed and fell sound asleep. This wonderful room was so nice that I am planning on duplicating the atmosphere in my bedroom at home and this is actually possible as I found all the bedding online. And the food out of this world.
June 13, 2013
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 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 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 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 5 out of 5 by BiotechGuy Great hotel for the business traveler
Well this hotel is far from the hub of activity in San Diego, it is an excellent place to stay. The rooms are clean and well appointed. The staff is efficient and very attentive. Dining is excellent. The hotel has other services of which I didn't avail, but people really seemed to like them. Particularly the spa. A few guests I met in the bar praised the spa very highly. High-speed Internet is very reliable.
There is underground parking and I'd recommend you try to grab it, particularly in the summer months. It gets hot in the outside lots. The hotel is located near Legoland, so expect some noise in the morning. For me it's the reassuring noise one hears in cities, the noise associated with a schoolyard. I can't imagine that it would bother most people. I would recommend this hotel to the business traveler.
September 20, 2014
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 3 out of 5 by ConditionOne Not for business travelers
This is a nice family resort. Not so great for business travelers. I successfully applied a Suite Night Award to my reservation, and was upgraded to an Executive Suite. A few days prior to arrival, I received an email asking me for my estimated time of arrival, and whether I had any special requests. It’s a nice touch that’s not seen in US hotels. I emailed back with my arrival time, and requested a quiet room as I was there on business. I got a suite overlooking the pool filled with screaming kids. Great execution there!
The Executive Suite is in the corner, and the bathroom is not attached to the bedroom, which is weird. Rooms weren’t conducive for business travelers. There wasn’t a laptop safe, I had to move my desk a few inches to reach electrical outlets, and the building is wood framed so you can hear thuds from people walking above you. Lots of hallway noise enters your room as well.
The property is well maintained though, and the staff are exceedingly friendly and helpful. They remembered my name throughout my visit. The gym is large, with a good selection of equipment. Platinums get the $14 resort fee waived. Nobody at the front desk (I asked three people) knew what the Platinum Breakfast amenity was. Just that you get something for free, and I’d have to inquire at the restaurant to see what it includes. The answer was the full hot breakfast buffet or anything I’d like off the menu.
I was given a “late” check-out of 12:30pm due to being in a Suite. In the end, this is a nice resort geared towards families. If you’re looking to get work done, look elsewhere.
August 28, 2014
Rated 3 out of 5 by Flyingtailor OK
Not a big fan of this hotel. There is not much noise reductions between rooms I heard the family next to me for 3 hours till they went to sleep. This is family hotel there are a lot of children if you are with children this is for you.
Again having said that nice location clean property. And I would like to give a shout out to the staff a the door the young men at valet where very helpful and polite.
August 18, 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 5 out of 5 by AndyK1064 Staff very helpful
It took a few phone calls, but the staff was able to locate a box I had shipped to the hotel for a conference. The address label did not have my name on it, but the front desk manager located it with the tracking number. I appreciated the help.
Also the valet parkers were helpful--they suggested a great breakfast place in Encinitas called Cafe 101. A dive, but great food!
August 15, 2014
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 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 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 5 out of 5 by France09 This hotel was beyond our expectations
We stayed in the hotel for 1 night and the experience was great.The hotel staffs were helpful, friendly and easy to deal with especially Stephanie from Reservation who really helped us in booking.
I was surprised that Sheraton has a private path(walking distance) going in Legoland and it took us 5 minutes to get in the park. The pool and gym were nice and clean. The sunset view was magnificent. The room was spacious, clean and organized. By the way, the location is also great because it is close to Premium Outlet Mall and Carlsbad Flower Field. Overall, we had great experience and we will surely come back and we recommend this hotel to all our friends. Thanks Sheraton!
August 22, 2014
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 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 3 out of 5 by Lynn32 Location is advantage
When we walk in the hallway, all the housekeeping girls never said "hello" or "hi". When we called for requesting clean the room, no one answered my phone calls. When we checked in, front desk girl indicated wrong direction to us.
August 3, 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 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 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