Rated 1 out of 5 by KellyL Accounting and Price
The hotel is over rated with its price of rooms, and especially food/drink.
The hotel double charged my credit card of $1251 each totaling $2502 in a pending status essentially locking its use up for anything and the charged my card $698 in actual charges. Now we have over $3200 in charges until the $2500 drops off from pending. And the room was prepaid separately in advance of course for the entire stay. When I called accounting they were completely had screw you attitude.. I would like a call from the manager simply explaining and telling me what your going to do to simply fix these problems from happening to others in the future..
June 23, 2013
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 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 Tim31 March Stay
I was a guest the week of the 20th. On Friday, I experienced chest pains and went to the lobby seeking help. The staff went into action immediately. Security was on the scene within minutes and the EMT's were there shortly thereafer. Thanks to the quick action, I want to thank you from the bottom of my stented Heart.
March 25, 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 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 5 out of 5 by STDCDA A terrific experience for a cold Canadian!
My family stayed at the hotel during the week of 3/9/14 and we all had a terrific time.
Every touchpoint with staff from Al at reception to Jen in the executive office was beyond expectation.
The hotel was in great condition, service was attentive and the meals, both through room service and at Twenty/20 restaurant were wonderful.
I can't recommend this hotel enough.
March 18, 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 3 out of 5 by ABay Nice but Not Exceptional
The resort is lovely. Some areas for improvement: my door key was not programmed correctly and I had to walk back to have it rekeyed, with my luggage in tow. The staff was also not well informed that the spa closes and should not direct guest there during those times. Other staff members didn't know where the corp hospitality room was. Disappointing for such a nice hotel.
March 13, 2014
Rated 5 out of 5 by CbadDad One of the better resort-style hotels I've stayed in
I try to keep my reviews well-rounded but I simply cannot find a bad thing to say about this hotel. It's awesome. The staff was helpful, the lobby and common spaces smelled great, the architecture and decor are top notch with beautiful views of the ocean and sunset. If you dine at Twenty/20, you've got to try the Spanish Margarita - it's my wife's favorite.
March 13, 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 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 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 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 Jackson8 Great for families
Since the property is next to Lego land, it seems like a great property for families. However, it is not ideal for business travelers. Unlike other Sheraton properties, it does not have a club lounge. Furthermore, the wireless internet is painfully slow.
March 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 cathynj the hotel is very comfortable
A wonderful hotel to stay in. Very comfortable & everyone was very pleasant & efficient
January 26, 2014
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 4 out of 5 by Maggie3 I opted for the green no housekeeping
Just isnt practical for a business traveler who stays on average of 4-5 per week. No access to fresh towels no trash removal creates more stress. I will not opt for this experience again.
March 1, 2014
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 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 1 out of 5 by MissMelly Horrible
We recently stayed here because of the close proximity to Lego Land. I called to make reservations and the girl on the phone, although very polite told me that the only room available was a costal view. She quoted me a high price, but that really being our only option and my pervious good experiences with Sheraton we decided to pay the price. Upon check in, the front receptionist was outwardly rude I can only imagine it was because we did not fit the typical Caralsbad "rich" look. She was not helpful and the first thing out if her mouth was "you're not in our system" after realizing she was spelling our name wrong she confirmed that we did in fact have a reservation. When we were lead to our room, on the first floor. Our "costal view" was the shrubs and trees in front of our room. I was extremely disappointed that they can market this type of room as having a costal view and charge that much for a one night stay. We are not complainers but this was just wrong on the part of the Sheraton. They will not be getting my business again and I will be writing a letter to corporate as this is horrible business.
July 13, 2013
Rated 3 out of 5 by Georgiey22 Why change???
Everytime I stay here, I love it. Great views, great beds, great service, but this time I was told the breakfast/drinks for Platinum guests was discontinued, really disappointed me.
November 17, 2011
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 akimi Pleasant surprise
Found it better than my last stay at the
La Costa resort.
August 20, 2013