Rated 1 out of 5 by Fred619 Below Average! Over rated, Not what I expect from a Sheraton!
I was very unhappy with my stay in the Carlsbad CA Sheraton. Upon arrival, we were checked in to our room, but informed we would need to self park, which is usually ok, parking is terrible and additional parking is not convenient. The romance package I booked for my wifes 30th birthday was not at all what I thought. The room was very plain and dull, no excitement whatsoever. The "fruit plate" was two red apples on a plate, now thats romantic! The 2 complimentary bottles of water was very confusing, as one was a Figi water, and the other was a reclaimed NEstle brand that had a broken seal. I ask for new water that I never got. I called about the fruit and the gentlemen told me it was whatever the F&B dept had at the time. The bottoms of my feet turned black from the carpet in my room, the tv took about ten power cycles for it to power up. The 20% off spa services were never used as they refused to give her any treatments since she is two months pregnant. When checking out I stated my concerns to the desk. 3 hours later i recieved a phone call offering me a $20 discount to resolve the issues. Well guess what... I still feel like an idiot for trying to surprise my wife for her 30th bday and take her somewhere nice because it all back fired against me. There was nothing romantic about this get away. The only romantic part of the trip is when we finally got back home and got to enjoy each other at last. Terrible experience, staff did not seem to care, over advertised! will never recommend a Sheraton or stay at one again!
November 6, 2013
Rated 2 out of 5 by FrequentTravelerJ Diappointed and NOT FAMILY FRIEND - BEWARE!!!
I stayed here a few years ago and had pleasant memories, but this last stay was very disappointing.
Situation - I used my SUITE NIGHT AWARDS for this stay (note: in order to get SUITE NIGHT AWARDS one needs to stay over 50 nights) and they didn't even upgrade me to a nice suite.
Check in - I arrived at 11:30 and greeted by "K". It was hardly a greeting. She was more interested in telling me that check in was 4 pm and no earlier. When I asked if she could give me an approximate time/guesstimate when the room would be ready, she closed her eyes and responded with "i can't guarantee anything before 4 pm."
By the way, the parking lot was practically empty - I KNOW FOR A FACT, they weren't to capacity. it wouldn't have been that hard to get my room ready within 1 hour.
NOT FAMILY FRIENDLY - they say their rule is no smoking by the pool, but they allow it. The wait staff (who saw the smoker in the spa) was more interested in selling enormous amounts of alcohol to unruly/drunken guests, than accommodating to families.
1 saving grace - which is why I didn't give a "1" rating. Night Manager "J" is very professional, despite the fact being relatively new. She was lovely and tried to make the rectify the situation.
May 19, 2014
Rated 4 out of 5 by GmaC070707 This hotel is kid friendly
We were a party of four with dinner reservation for 7:00 PM. While my adult granddaughter and I were freshening up after a day out with the kids. The kids were busy playing in the room.
As a joke my great granddaughter put her brothers shoe in the room safe. We didn't know how to get the safe open and he couldn't go out to dinner without his shoe.
A quick call to maintenance and the repairman was there within minutes. He discovered the safe was missing a screw and may have locked by itself. He retrieved the shoe, re-locked the safe for a repair call for after we check out.
We made our reservation for dinner and all turned out great.
October 29, 2012
Rated 4 out of 5 by Michieb Would visit again!
I was impressed with the level of personal service and courtesy of all the staff especially Kady and Denise!
The hotel was comfortable, clean, and we enjoyed our stay. We were upgraded to a ocean view room which we appreciated, however, one minor complaint was the balcony also overlooked Legoland and the recording at Legoland never shut off and we could still hear it at midnight and had to shut our sliding glass door. It was actually kind of comical but became annoying after 2 nights. Lots of construction also early in the morning out the parking lot, but with the door closed you couldn't hear it.
Would return again with grandkids.
July 16, 2013
Rated 4 out of 5 by GregYNWA Location Location!
Recently stayed here with my family for Spring Break and the main purpose was because of our trip to Legoland.
Front Desk: Rooms were not ready even though we arrived at 5:00PM. "We'll call you when they are ready..."
Rooms: What one would expect for a Sheraton hotel. These were newly renovated and clean.
Dining: the staff during breakfast at the TWENTY/20 were very attentive and courteous. There is a breakfast buffet which I would rate as delicious but sparse in variety (as compared to other comparable buffets)
Fitness Center: Modern equipment and spacious.
Pool: Although the website says it is heated, it did not feel like it was. The cold pool made for a one time short swim for our family.
Access to Legoland: Love the special access to the park but please beware that this special door opens at 10:00AM. Legoland turnstiles open at 9:00AM but rides don't start until 10:00AM.
Parking: This needs to be addressed as the resort charges a $12 daily rate but there are insufficient spots. On a couple of occasions, we had to park quite a distance from our room. I even saw others just park their vehicles in the Valet Lot.
Starwood Lounge: Not at this location
Late Check out Request: This hotel ("because this is a resort hotel....." as I was told) does not honor a 4PM check-out request. After much discussion, they obliged to a 2PM check-out time. Based on this, one would think that my room should have been ready when I arrived at 5:00PM on the day of arrival.
Ocean View: Our room was an Ocean View which had a higher rate but all we saw was a huge palm tree. Disappointing.
Overall: I've stayed at other Sheraton Resorts where they charge a resort fee and this location proves that all are not made / managed equally. A good stay but felt that it could have been much better. It will continue to attract customers solely on its proximity to Legoland but I hope it doesn't just rely on this.
April 8, 2013
Rated 2 out of 5 by mj11 Not up to the Sheraton Standard for Service
I am a Platinum customer and stay exclusively within the Starwood family of hotels for my business travel. Once or twice a year I take my family on vacation, and have found the Carlsbad Shearaton severely lacking in customer care. They smiled and said sorry, quite often, as they said "no" to my requests for a ride in the hotel shuttle; an early checkin (even though this was arranged months in advance); a late checkout - the woman was actually very rude when I asked and they were not willing to accommodate even an additional hour. The room was quite worn (holes in the carpet), they have removed the club room so no free goodies, There was a family staying above us (I asked for a top floor room when I made the reservation so they had plenty of time to map us to one but they were all given to the large group in town - this has happened on all three stays) so we were unable to fall asleep until late/early morning due to all the racket and the front desk was unwilling to do anything about it. Room service was good, but the menu is very limited. The pool is quite nice for young children (otherwise pretty small and shallow), and overall the front desk staff are not empowered to do anyting to make it nicer, but rather cite "I'm sorry, there's nothing I can do."
The one exception is the phenomenal bell staff - they bent over backwards to make our stay nice.
The rest of the staff was generally condescending and not helpful. Unfortunately I write this review based on 3 different stays - not on one outlier. The first time we stayed I thought it was an anonomoly. The second time we stayed I was quite disappointed and mentioned this to the front desk staff. I would not have returned based on the two prior stays, however, my granddaughters really wanted to go to Legoland again and so due solely to proximity we returned. Unfortunately this stay was worse than the others.
I will say that they really cater to groups so if you come here as part of a large group you will not be disappointed. If, however, you are trying to enjoy the property and it's amenities from a platinum perspective relative to other properties I would suggest you stay elsewhere.
July 26, 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 5 out of 5 by senju Wonderful staff
All staff (Front Desk, Restaurant, Valet) were all very wonderful. Very freindly and helpful. Rooms were clean and comfortable and roomy. Loved the free shuttle service within 5 mile radius. Wish there was a convenience store / more selection at the shop in the lobby to purchase snacks and drinks especially when traveling with a toddler.
May 11, 2014
Rated 4 out of 5 by mfd78 Great stay!
Just stayed here and thought the place was excellent. We explored the area and if we got tired or felt lazy, just hung out at the pool. Our package included breakfast - which was excellent. Samantha was our server and she couldn't have been more pleasant. Happy hour was nice too. Dinner, at 20/20, while good, was a little too fancy for my tastes.
The only issues we had was the self parking. The lot spaces were so close together, we couldn't open our car doors all the way. And of course the fees. Self-parking fees, resort fees...it gets a little much. Overall though, I'd recommend this place (esp. over the Sheraton San Diego Marina which was about 3 stars below this place).
February 17, 2014
Rated 5 out of 5 by Mom2ThreeThings Great hotel
This is a great family hotel. The room was spacious and very comfortable for our family of five. It was very convenient to Legoland, beaches, and other Carlsbad attractions. We'd definitely stay here again. The staff was very courteous and responsive.
May 12, 2014
Rated 2 out of 5 by Lucy1234 Beautiful Venue - HORRIBLE service
One would think for such a beautiful resort at a high price, the service would be exceptional.
my room DID NOT receive maid service - i had to call at 10:00 p.m to inform them my room had been untouched since i checked in the previous morning.
i was given false information about transportation service and was talked down to by the head concierge. other staff members kept directing me to someone else - nobody of which had an answer for me.
at the restaurant, we had to send out food back 3 times because it kept coming out wrong, and had a discourteous host.
all in all, i was quite upset that this place did not live up to it's standards and i was thoroughly let down.
September 19, 2012
Rated 4 out of 5 by JPet good overall stay but...
really very happy with the room and the activities around the pool. our only complaint was an unusual one. our daughter brought a very special stuff animal with her on the trip to san diego. when we got back to the room one night it was gone. we were told it was probably taken along with the towels and/or sheets to laundry. not much of anything was done to help find it. not a valuable toy, but one with sentimental value. she's still upset about it. we're not angry. it was a mistake. but didn't seem like anyone tried real hard to help out. would've been nice if they had. the kind of things you see in tv commercials.
August 12, 2012
Rated 5 out of 5 by Bill33 Simply the best
As a 10+ year Platinum member with over 400 nights on the road, I have sampled quite a few Starwood properties around the world. In all my travels, this is simply the best Sheraton I have ever visited when it comes to the overall family experience. Service is first rate, location (easy walk to private LegoLand entrance) is incredibly convenient, rooms are clean and comfortable, the fitness center is well stocked with the latest gear and the property is safe, attractive and inviting. Just returned from my first visit and we will be making this an annual tradition. HIGHLY recommended for families with young children.
October 3, 2012
Rated 4 out of 5 by LocalGuest Nice, friedly, can be more kids focused
Nice people and rooms. The pool is cool and kids liked it. Clean and friendly. Yet not as kids friendly at times. Key need for upgrade is an old-school kids menu at restaurant of fat and fried foods with not a single vegetable or fruit. Really not a single healthy choice. Situated next to Legoland and when touting locally grown food, they can do better. Why not add a small salmon and a fresh, non-breaded chicken choice with local mixed vegetables or fruit as a side option? In their small Cafe, why not add fozen yogurt for kids for a night-time snack. Would eat on property much more if healthier kid food options.
December 16, 2011
Rated 3 out of 5 by Washington253 Nice hotel and location; rooms not good
Well maintained facility. Service by all staff (front desk, concierge, housekeeping, room service) was wonderful. Downsides: 1) Bathroom had no fan so after showering everything would fog up and stay fogged up for a while. 2) Both queen beds to horribly hard and lumpy; VERY hard, VERY lumpy; no one slept well during our 4 nights, even children. 3) Room and hallway smelled kind of mold. 4) Patio was small and not enclosed for privacy at all - couldn't even enjoy morning coffee with sunshine without cars driving by and looking at us.
April 7, 2014
Rated 4 out of 5 by HenryB303 Good but "extra" fees
Very nice Sheraton, & great location for Lego Land access etc. BUT I did NOT expect to pay extra for parking or resort/internet use etc. since that has never happened to me in the past as an SPG Gold member. I was surprised at the added expense of $24/day for each of 2 rooms.
May 4, 2014
Rated 5 out of 5 by Luckarm50 Best staff ever
I expect the best from a Sheraton, but this trip was above and beyond. I have to give Michael M. Exceptional kudos. He saw that my wife had a sprained ankle. He took it on himself to get a cart and gave us a short ride to our room. He them came back with our luggage and a bag of I've for my wife's ankle... This was the best and worse thing he did, made me look bad(which I can do by myself) and showed very much thought and care.... Can't beat service like that.
April 20, 2014
Rated 5 out of 5 by KD2222 New Year's Eve was fabulous!
We as a family want to express how fabulous the New Year's Eve Party for families was! We would recommend it to anyone. We had folks from Hawaii, California and New York with families and we all had a ball. Thank you for your first class service and a very fun night.
Of course speaking from Grandparents, we loved the 50's music and the DJ was wonderful. Thanks again, Jack and Karolyn
January 2, 2014
Rated 4 out of 5 by Noreen64 Water View is actually not
Everything was wonderful except the fact that my reservation was for a room with a water view and balcony. The first room we got was on the first floor with patio not a balcony and no water view. Not good since my kids, age 4 & 6 could climb over the ledge on the patio and run around lawn. I called the front desk and they moved us to the 2nd floor and if we looked really closely we could see a sliver of water between the palm trees. I was told the room is actually a coastal view, still I didn't see much of the coast. I was refunded parking but still feel I paid for a water view and didn't get it.
March 18, 2012
Rated 3 out of 5 by creechie Disappointing
In such an expensive and nice resort, I couldn't believe there were no makeup mirrors or microwaves. The balcony was so small, as if it was a perch for birds to sit and defecate on. The lighting in room was terrible, oh and where was the mirror to see if you were appropriate, oh when you first walk in, the darkest part of the room. We reserved a king size, two months in advance and didn't get one. Had to settle for 2 queens, we like sleeping together and not squished up. Bedding and food was great. Warning signs to not touch the water was gross and creepy. Now I know why everything is so green.
July 30, 2013
Rated 5 out of 5 by DadToby Excellent Stay!!!
A small facility, but lots of great features, especially if you are enjoying down time with the family. Staff (thank-you especially to Andrew) went out of their way to accommodate our needs: adjoining rooms, large table seating at breakfast. courtesy late check-out. Proximity to Legoland is a definite plus. The pool and spa are open 24/7. Kids activities offered on-site -- nothing elaborate, but a nice option none-the-less. Wish there had been a club level dining area. However, platinum members can choose the buffet breakfast as their amenity and I highly recommend it! Several members of our family ordered breakfast off the menu, and were also delighted with the food. Overall, an excellent stay!!
August 28, 2013
Rated 4 out of 5 by Charlville Second Visit
My Wife and I stayed at the Carlsbad Sheraton last year and enjoyed it so much that we came back this year, and once again we enjoyed ourselves. The staff are very helpful, the property is of a very high quality, and is ideally located for either staying on site or exploring the area. My only issue was that the Club Lounge no longer exists, and the Platinum breakfast arrangements are a little confusing at first. The dining room staff were kind enough to explain, and rectify the confusion. Our stay was very enjoyable, and I would not hesitate to stay again or highly recommend the hotel.
September 24, 2012
Rated 3 out of 5 by Kazfam Nice time
This hotel was fun! Our high points were that the amenities were outstanding and the staff was really friendly. We loved the pool, restaurants and room service. They also showed movies at the pool which was a cool feature. Low points were poor SPG follow through and attention to detail. The hallways could use a carpet clean and exterior doors and gates were not locked. SPG room upgrade not available neither was the 4pm check out even though the resort was empty. SPG shouldn't over market features that are never available. Overall still a great stay, the good out weighed the bad.
September 2, 2013
Rated 3 out of 5 by Nazzman Staff not professional
The Lobby was not flexible and insisted on charging me for a Roll-Away bed since she booked me in a King Size bed and had my family with me. The parking is terrible. I had to walk a long way to get to my room.
April 21, 2014
Rated 5 out of 5 by Donna81 Starbucks!
Unbelieable stay at the Sheraton! Our room was extremely clean and the bed was so comfortable! Only 1 complaint; our room had 2 decaf packets of coffee and only 1 regular blend and the maid left only 1 packet of condiments which had been previously opened and used and half empty. Very disappointed since we love our coffee in the morning and there was only enough regular blend for 1 of us to have a cup. Decaf is a no-no in the morning! We know there was a Starbucks's near the lobby but that defeated the point of wanting to savor a good cup of coffee before you get dressed.
October 17, 2012
Rated 4 out of 5 by SINK Back to Back Weekend Trips
This is the second time we have stayed here (back to back saturday nights). This time the requested suite night award was confirmed (to a corner suite). We were actually upgraded to the one-bedroom suite (Marbrisa suite) on the third floor facing the canyon upon check in, SWEET. It was very nice of Sheraton Carlsbad to do that when it was not necessary to do so. The hotel grounds are very pleasant, and this time, the hallways were very quiet (since we got back late from dinner at downtown Carlsbad).
This time we did not dine at Twenty20 for dinner (did not have that great of an experience the weekend before). We took advantage of the complimentary SPG platinum guest breakfast again. However, service at Twenty20 needs much improvement. We waited for about 10 minutes before being seated (there were plenty of open tables; just not enough servers I guess). Then after we were seated, we waited another 10 minutes for the waitress to show up (while another group sat down after us in the adjacent table got served right away (from a different waitress). Not sure why our waitress only has one table in the main dining room, and all of her other tables were at the patio outside? She forgot to bring our coffee creamer and told us she would be right back with it. Our creamer did not come until she brought over our breakfast order, which was another 10 minutes. Why does it take her 10 minutes to do something everytime? Sheraton Carlsbad management, please rely and address our concerns regarding the “lack” of service at Twenty20.
April 29, 2014
Rated 5 out of 5 by Terrie777 Great Stay!
I have stayed at many SPG hotels and this hotel really stands out by with making SPG members feel like they are just that “members” I personally really appreciate that. The rooms are very big and the bed is extremely comfortable. The front desk was very attentive and the food at the restaurant was delicious! Lobster and crab pasta was outstanding! Thank you Nick (waiter) for the recommendation and the drinks at the bar were very yummy also. I didn’t have a chance to get in the pool but it looked splendid. All in all I hope to make it back to this hotel for a longer stay.
January 11, 2012
Rated 5 out of 5 by Susan5665 Susan and Tom
This hotel was fabulous. Great for a family trip to Legoland. Back entrance was convenient and money saving. Room was comfortable and very clean!
April 22, 2014
Rated 4 out of 5 by Intel The hotel is a wonderful resort - great amenities and perfect location; however, I was not impressed by the 2 of the shuttle drivers.
2 of the shuttle drivers were rude and were unprofessional.
April 23, 2014
Rated 5 out of 5 by Beth41 Absolutely Gorgeous, our favorite Hotel
We love the Sheraton Carlsbad! It looks like you are in Hawaii with the lush landscaping with palm trees and flowers. The room prices for this hotel are amazing for what you get. The property and rooms are meticulously clean and upscale. The lobby is beautiful and the restaurant has fireplaces and great ambiance. It sits on a hill and has beautiful views including looking over LEGOLAND. We always stay here to visit family and our only regret is that we can't spend more time on the property because we are always running off to visit. This time my hubby and I got a glass of wine and sat out on our balcony with our little table just to steal a few minutes of the beautiful view over the lawn and hill side before we had to go.
November 12, 2013