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.
July 18, 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
July 18, 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.
July 15, 2014
Rated 5.0 out of 5.0 by firemanks staff
I have to take time out of my busy travel time to give a thumbs up for this location. The staff here is great especially Zen. Zen was very helpful in making our stay their wonderful.
Zen helped in restaurant selection as well as a great place for I cream. In my travels I am always getting a massage after air travel or having to sit for long periods in a car. She new of some places to get a massage even at our later arrival. Thank you Zen.
The rest of the staff was very accommodating.
This place is a 10 and Zen and the staff is an 11.
July 10, 2014
Rated 4.0 out of 5.0 by Julie G comfortable, clean and nicely appointed
We recently stayed at this hotel while visiting friends over the 4th of July Holiday. The staff was helpful and courteous. Our room was ready upon our arrival. The bed was very comfortable and we were able to sleep in and then enjoy the complimentary breakfast. I would definitely stay at this hotel again the next time I visit our friends in the area.
July 7, 2014
Rated 2.0 out of 5.0 by MomTo3FromSouthBay Room #110 HORRIBLE
Checked into Room #110. Entire room is damp like someone sprayed a mister all over room (even carpets felt wet). Granite bathroom sink had major crack in middle. Sink was not level and slightly tilted towards front and the faucet leaked when water is running. So when faucet is leaking water, dripping towards you (the front), going down the side, getting toilet paper wet and the rest of the water ran down the cabinet and puddled on the bathroom floor. Shower did not drain, so you are standing in dirty water by showers end. Totally gross!! Tried to stick it out the first night. Woke up in the morning and the loaded coffee maker up, but it wouldn't turn on. It was continuous problems. Finally called front desk and they said they'd try and find another room. So - before we head out for the day, we had to pack up our room again so that the hotel staff could move it. Checked back in the evening, had a different room but thought the customer service was lacking. Such a bad first night and no discount. No room complimentary............NOTHING!!! Unpacked and settled in, all over again. (I wipe everything down with clorox wipes, so it is a pain in the butt to have to move to another room). Pretty horrible!! Our new room smelt of insecticide or some type of chemical. Horrible!!!! The rooms are tiny and squishy. Bathroom is tiny!!! Will not recommend this property to anyone!!!! Worse stay ever!!!!
July 4, 2014
Rated 1.0 out of 5.0 by MomTo3FromSouthBay Room 110 - horrible
Damp/moist room, as if someone had walked through the room spraying a mister. Carpet was wet. Shower didn't drain. Granite on sink was cracked. Sink was not level, faucet had slow leak when water was turned on, ran across sink, down the side enough to get toilet paper wet, then drip and create puddle on floor. Coffee maker didn't work. Room was very dark. Not enough lighting. Desk chair too big for room. Rooms were tiny. Too small. After first night and realizing all these items, they moved us to another room, which was fine...but what happened to customer service? No discount or comp'd room for that nasty first night. Nothing but move us to a different room...really???? Not good at all!!!!
July 2, 2014
Rated 5.0 out of 5.0 by Soccer Team admin Great customer service
The staff is great and very accommodating. We recommend this hotel.
July 2, 2014