Rated 4.0 out of 5 by 101
Rated 1.0 out of 5.0 by Travelluver Troubling stay this time around
This is the 2nd time staying at this property. Having a need to be in the area for an extended weekend, I thought I'd give this a try again. Upon arrival my room was not ready and I had to wait approximately 40 minutes to access the room despite being given the keys. The same happened,to the 2 other guests that arrived moments after I did. Mind you, it was well after the required 3pm check-in time that I arrived. Once I got to the room, I immediately did not like the location. Being that my daughter and I were traveling alone, I did not like the fact we were given the last room on the end of the 3rd floor near the roof access, unsecured stairwell, vending machines, and laundry facilities that were not behind a locked door. It was a security issue for me. I went to the other hallway to the room I was originally going to be given. I noted several housekeeping staff in the hallway and inquired if I could see the inside of the specific room. All staff acted as if they could not understand me, specifically stating, "me speak no English", and walked into a room they were cleaning. Someone came out of the room and told me to go downstairs. She then handed me her phone at which time I spoke to someone and told them what I wanted to do. She assured me she would send someone up. Ten minutes pass and still no on showed so I went downstairs and made my concerns known. Eventually I was able to see the room; however, it was smaller and I really needed the space. I called downstairs and asked for another room but was told there were none available due to a wedding party having blocked a huge number of rooms. I should have followed my first mind and checked out immediately.
We left the following morning to go about our day. I made coffee in the room and used the plastic stirrers and napkin packet provided, and left the provided coffee filters on the counter as I did not use them. We also took baths and used the soap provided in the room. Upon my return that evening, I noted the plastic stirrers and napkin packet had not been replaced, and the used one was in the same place I left it that morning. The tea bag I must have inadvertently spilled coffee on was still on the coffee tray without a new one being added. The coffee pot was not rinsed out. The used soap and wrapper in the shower and on the sink were in the same place I left them as well. There were 2 new bars randomly placed on the sink counter. The sofa bed was left out by my daughter prior to us leaving thinking the staff would put it away. Upon our return the sofa bed was still out without being made causing us to have to put it up to sit on until it was time for bed. It is important to note, this occurred during our entire stay! Upon check-out I made my concerns known. The front desk associate said,"I am sorry. I will pass this information on to my manager because she is on the phone now." She then asked for my contact information and email and assured me that she would contact me regarding the issues I raised. That was over a week ago and I have to yet to hear from anyone.
I travel rather frequently and I return to properties that have impeccable customer service and wonderful amenities for the price paid. Unfortunately I will not return here despite the convenient location. It is as if the staff at this propery are comfortable with the lackluster performance of their staff, and could not care less about the thoughts and comfort ability of their guests. I overheard someone expressing the same sentiment upon their departure. This is sad as this property flaunts the Holiday Inn name but does not have a morsel of comparable service. I would hope that in the future management does not wait to contact a guest who has had an issue with the service at their property in an effort to make amends. Sadly that has not been the case this time around. I will definitely travel further up the road to stay in Ranch Bernardo the next times travel to this area.
18 July 2014
Rated 1.0 out of 5.0 by benjemin22 Drab and tired decor but friendly staff
Unreliable wifi , persistent trouble ( unresolved) with room locks made this a poor and aggravating stay for business user
18 July 2014
Rated 5.0 out of 5.0 by Kayee Home away from home!
I stay in this hotel so much I consider it my second home!
The staff are all AWESOME and ALWAYS take great care of me. The location is convenient and safe. Great value and I would highly recommend it.
15 July 2014