Rosarito Beach Hotel — Hotel in Baja California

I'll start with the good as it had been a long time since I last stayed here. We used to take trips to this resort as a family when I was a kid and the resort was much smaller and the rooms and service was always really nice. Of course the food was too. So when our 4 year old son recently got his passport, we thought it would be a great 1st trip out of the US to drive down there from San Diego. Upon arrival, it was really cool to see all the expansions they have done. Initially, it was also really nice to see that the same great service and food/ beverage was upheld. We stayed in one of the Jr Penthouses in the tower, which upon arrival felt like the start to a very enjoyable weekend. Unfortunately, on the first night, we started to notice a very foul smell, but couldn't quite tell what it was. We thought maybe it was from the ocean. When we woke up in the morning, our sons room had a small puddle of water in it that smelled like sewage. We still could not tell where it came from, but thought it had leaked from the fridge. Later that day when we got home, the ceiling had given out leaving pieces of drywall all over the floor and the smell had become unbearable. At this time, it was clear the leak was coming down through the ceiling, possibly from the unit above. The entire room smelled like sewage. We called the front desk over and over and no one answered, so we walked down to the the front desk as no one was answering the phone at the time. It was a busy weekend and 2 of the 4 elevators were broken, so it took about 30 minutes every time we wanted to up to our room or down to the lobby.

I spoke discreetly to woman there as I didn't want to alarm any other customers in line, but this situation was pretty bad. She said they did not have other rooms available at the time, but assured me that someone would be up to the room to address the issue and that a refund would be applied to my card. The maintenance guys came up a little while later and spent a couple hours in the room trying to fix the ceiling. Aside from the smell, this was also a major inconvenience as this was during the time our son usually takes a nap and my wife and I get a few minutes to relax and enjoy the view. And for those parents out there, I don't need to explain how that night goes when you have a tired toddler on your hands. So we sat there while they did what they could to fix the issue, but the smell remained as it was in the drywall and ceiling and eventually the guys left. (Great guys by the way)

We left the hotel overall happy we actually made time and took the trip with our son but it was definitely not the trip we had envisioned or invested time and money into. Unfortunately, we never received the refund that was communicated and promised to us. I know it was a really busy weekend, so I wrote management an email to see if it was still processing or if it slipped through the cracks. This is where the service went downhill fast. At first they offered 15% discount on the next stay. Why would anyone want to save 15% and risk that type of experience again? Especially when the expectation was to have been refunded for the initial experience that was so far off from what we were sold. Next they offered a 15% refund. While it was a step in the right direction, asking for and negotiating with management over a logical resolution was not an enjoyable experience which was the driver for this poor review. I'm in customer success, so I understand things happen. It's about the way a company or organization handles those things that makes them an exceptional brand or sub par. I can't think of another hotel who would handle a situation like this in a similar fashion. Needless to say, we won't...

For starters, this hotel is beautiful. My lady and I have stayed here before, however we will definitely never return.

We booked the hotel from 11/18-11/21. 11/18, we check into room 113, and our shower does not work. It was only hot water, this was confirmed by a housekeeper who stated “they probably left the hot water key open” and they moved us to a different room on 11/19. So 11/18 when we arrived for our trip, we weren’t able to get ready for the day, shower or relax. We went out that night, and got back and our keys didn’t work for the room anymore.

11/19 we are moved into room 112. The shower worked, and we were out the majority of the day.

11/20/2024 (today), my lady was in the shower getting ready for the day and a random person walked into our hotel room!! ANOTHER GUEST, A RANDOM PERSON walked into our hotel room, WHILE my lady is currently in the shower. Thank goodness the couple that walked in realized that someone was in the room and left. This could have been so so so bad. After this, Annette from the front desk calls our room, my lady answers, and Annette won’t announce herself. She doesn’t tell us who she is, she’s just asking who we are. She wouldn’t say she’s from the front desk, she didn’t tell us anything, she just wanted our information??? My lady explained on the phone that we were swapped from room 113 and we are supposed to be here until Thursday, 11/21/2024.

We talked and we didn’t feel comfortable in the hotel anymore. It wasn’t relaxing at all, we didn’t even have a chance to relax. Our keys stopped working for room 112 AGAIN, just like room 113, so we packed all our things and called the front desk to ask for a refund and to leave to go find a different hotel. This was at approx 2:30-3:00.

I call the front desk at 2:30 roughly, and it takes until 4:00pm for Johnny a manager to call us back.

He never apologized ONCE. He never apologized for someone else getting access to the room, not for us having the inconvenience of having to switch rooms, for NOTHING. I asked for a refund and to cancel the stay, stating we will go find a different hotel room, and he immediately got annoyed and didn’t want to help out. He said it was after 3:00pm so he can’t even “sell the room”, so we shouldn’t get anything back.

Eventually, he offered 20% back on the whole trip ($350) if we stayed the last night, or a 50% refund on our last night ($105) which he later agreed to refund 100% of the last night.

So we left. This hotel was wildly unsafe, we didn’t even have a chance to relax, we didn’t feel comfortable leaving our stuff there anymore either.

We won’t stay here again, we travel to Rosarito to visit my Suegra and her family every weekend. This ruined our view on this hotel, and I would advise everyone to be extra cautious about staying here.

I’ll update this if I actually...

Our room looked clean upon arrival however when it came time for bed we found numerous white, wet but almost dry CUMM looking stains on the blankets. Almost Fresh looking as if the blanket was never even washed before our arrival.

Because of this we couldn’t trust any of the bedding and had to ask the front desk for a new bed sheet set at 9:30 PM. . . . With a wedding to get ready for in the morning we were tired and ready for bed. After not receiving the new bedsheets I had to call again and was told “they were very busy”…. At 9:30pm…..Too busy to rectify or apologize for the disgusting situation. And apparently “too busy” to quickly/promptly address the concerns or complaints.

We Didn’t get the bedsheets delivered to our room till after 10:22 PM . Without an apology for the inconvenience….

On top of this the quiet hours start after 10 or 10:30. There was an EXTREMELY LOUD performer or wedding or something happening with the stage placed directly in front of the building & extremely close to the windows. Despite being on the 5th floor it was still extremely loud after 10:30pm & there were flashing lights coming from the stage coming through the room/blinds

On top of all of this we weren’t notified in any way so I got undressed for bed & walked by the window not realizing the event or whatever it was had all the seats facing the building & windows. So EVERYONE could see me undressed. I quickly shut the curtains out of humiliation. Called the front desk only to be told the “quiet hours” don’t apply for the event. 🙃 so as guests expecting a calming stay we were met with a dirty room, and an extremely loud disruptive afternoon due to the event directly outside our building. . So close that I could have thrown/dropped something & would have hit one of the performers below..

Beds are extremely hard. Like a rock. Elavators did not work appropriately. Very sketchy and continuously would get stuck in between floors or not work at all

Not sure I would recommend the hotel/stay overall due to the loud music continuing past 11pm. For a resort and the price we paid it’s ridiculous that there isn’t fridges in the room and the restaurant randomly closes. When I asked the front desk for just ice for my water they directed us across the street to purchase A BAG OF ICE …..and told me they don’t know why the restaurant closed or how long it will be closed for. I asked if it’s normally closed at this time and they said “no not really” …… okay????? Inconvenience after another. For a “resort” it’s pathetic. But the beach access is the one and only highlight that made the stay not...