SpringHill Suites by Marriott San Diego Carlsbad — Hotel in Carlsbad

Although the hotel was located in such an amazing location, our trip wasn’t a planned vacation as such. We came to CA somewhat at the last minute to see a friend who has been battling an illness. She lives by herself in a small place and we wanted to give her a change of scenery during our stay. When we checked in, my wife explained to Kelly at the front desk that we were visiting a sick friend. Kelly took the ball and ran with it and went above and beyond. She went out of her way to find a room with a nice view of the ocean so our friend could look out from time to time. As Titanium members there was the possibility of upgraded rooms but we really felt like the member status had less to do with the comforts of our stay as did the efforts and sincere kindness of Kelly and the rest of the staff.

Our week long stay stretched into two weeks. We encountered several employees during our stay and every single one of them were genuinely friendly and caring. It seemed like nobody did anything simply because it was their “job”. Even housekeeping kept tabs on us and tried not to bother us unless they checked with me or my wife in passing in the hall. Then they arranged their housekeeping at times convenient for us, like when we were at doctors appointments. Because of the circumstances, we needed more than the usual amount of pillows, bed changes and towels throughout the two week stay. Nothing was ever a problem. Anything we needed was promptly, and respectfully supplied.

Food was an issue during our stay as it was difficult for our friend to go out much. Apart from going out to get food to bring back to the room, we did Door Dash a few times. I would try to meet the delivery at the front desk but there were two occasions when I wasn’t able to get down there in time. As soon as the delivery came, Kelly once again came through for us and called our room to tell me it was there and that she would bring our food up to the room and that I didn’t have to come down. She even stocked the bag with extra napkins, some paper plates and plastic silverware! Since it was Christmas Eve, they had beer available for guests at the front counter (or maybe they just did that from time to time). Kelly threw in a couple beers with our Door Dash order for me and my wife. That was a very welcome gift!

The onsite laundry was nice and clean and easy to use. That was very handy for us since our trip was extended. The morning breakfasts were good. The same two people staffed the breakfast area most morning. I wish I had gotten their names. They were hard workers and very attentive. The parking is conveniently located under the hotel. It was really easy taking the elevator straight from the car level to our floor. The rooftop area, with bar, was super nice and cozy. Heaters and great view!

Had this been a true vacation, I’m sure we would been very glad we chose this hotel. As it was, our main objective was primarily to find a hotel close to our friend’s house. It was such a nice surprise to end up at such an accommodating place, staffed with people like Kelly.

We’ve stayed primarily at Marriott properties for years. We’ve watched the slow decline in Marriott standards. The cost cutting efforts that have been felt by guests. The reduced attention to detail we had grown accustomed to at Marriott hotels. But the Springhill Suites in Carlsbad, CA proved to be an exception. We felt that they have done a great job holding on to what we had always like about Marriott. They have done a good job staffing and are clearly doing something right because the staff all seemed happy to be there and the hotel itself was immaculate...

We stayed one night 12/29/2021. My family and I really like this hotel. It is brand new, super clean, close to the beach, free breakfast, rooftop ocean view, and most importantly, the guy who helped us check in, allowed us to check in 2 hours earlier! We originally booked three nights, and however, due to bad weather in southern California during new year week, we had to cut our trip from 7 days to 5 days, and went back home earlier. After staying in San Diego for three nights, we thought it is still worth checking this town and hotel. Although it rained heavily on the day we stayed, we were still able to check the beach due to its proximity to the beach. The room is furnished in a modern way, and it is bigger than what we thought. The bed was very comfy, and we barely heard any train noise when we stayed there. The only reason why I gave this hotel 4 stars instead of 5 is due to another indifferent front desk guy (we did not remember his name, but he worked there 6-7pm on 12/29/2021). My husband went out to buy dinner for us (yes, pandemic, we were traveling with kids, 5 yr and 1 yr who can not get COVID vaccine, so we had to be cautious and only did pick up instead of dining in). He came back with full hands and wet clothes due to the rain. He forgot to get folk and spoon at the restaurant, and therefore he asked this front desk guy for utensils. That guy told my husband they don’t have any, which is obviously a lie. This hotel serves free breakfast and how is it possible there is none of these? Anyway, we did not even bother arguing with him. But I don’t think this matched Marriott’s core value: putting people first, pursuing excellence! Other than that, I think it is a great hotel, and we will be back again next time when we are around the same area. ——————————————- Update for June 2022 stay: We spent a week in June 2022 here. It is much busier than the winter season! This time, the staff is way much nicer! We got an upgraded room with partial ocean view (probably due to my elite status). Last time when we were here, we brought breakfast upstairs to the room. During this stay, we had breakfast downstairs every morning. There are lots of varieties of selections, really great! Our family enjoyed the beach just next to the hotel, and we also took the kids to Legoland and Seaworld when we were here, and it was an easy drive (15 mins to Legoland, and 30 mins to Seaworld). Lots of high review seafood restaurants nearby. They allowed us to have late check out at 2pm even on the day when they are fully sold out. We love this hotel so much that I already made a reservation for summer 2023! Can’t wait to be back! Because of that, I am changing my review score...

This place has one of the most inept & dismissive management that I have ever dealt with. Here is my experience, so judge for yourself.

We stayed for two nights & checked out on 5/23. When we got up to shower & get ready to fly home, there was no water. Not a drop coming out of the sink or shower. We have a flight & can't shower, shave, or even use the toilet. Called the front desk but no answer. Checked the door to see if there was an alert- nothing. Got dressed & went to the lobby. No one there & nothing posted After 10 minutes the front desk person came strolling around the corner. They're aware of the problem & working on it. "Not sure when it will be fixed, but hopefully not too long" Acted like it was no big deal

Fast forward 45 minutes & I check again. We have a flight & definitely need to shower & be able to use the toilet before we leave. Same response. Not rude but sort of - I don't see why you are upset, we're working on it. When I push the issue for is this a quick fix or major problem, I got "Hopefully it will be fixed in next hour".

Since we had a flight we finally gave up & checked out. When I asked if they were make any adjustment to compensate for the problem she acted confused "What problem?" & "Not right now, that will be up to the manager, here's your bill" Then I asked to speak to the manager - "He's busy with an interview right now". Really? The entire hotel is without water & the manager focus is on interviewing someone? It seems that if you are paying a pretty hefty price for a room they need to make some adjustment when you have NO water so you can't shower, shave or even use the toilet, but apparently nope!

At the airport that morning I even sent the manager, Jose C., an email about our experience. At minimum I expected an acknowledgement, but two business days later I have yet to receive a response, or even an acknowledgement. And this is the service you get as a repeat customer that has achieved Titanium status by sending so much money at Marriott Hotels.

UPDATE: I believe Zac confirms my opinion that the management at the hotel IS the problem. "Things" happen. How you handle them is critical. Actions speak much louder than words. So, read his response & decide if he is sincere or just trying to justify poor management. Also note he still feels justified in charging the full amount regardless of their inability to provide one of the hotel's most basic services.

UPDATE #2: Zac finally addressed the primary issue so I...