The Cassara Carlsbad, Tapestry Collection by Hilton — Hotel in Carlsbad

When I booked here through my Hilton honors app I was told and sold on this is a KID/Family friendly hotel.

so why do I have a noise complaint for my toddler “pounding” at 930pm. Now I understand that nobody wants to be burdened by excessive noise but the way the manager on duty handled it was way below my expectations of what we paid for our room. Completely blinded sided by the phone call starting with “ We received a noise complaint from the guest below you” …… I was scolded by him as if my toddler was literally disturbing the peace.

I ended that conversation quickly because I wanted to be rude back and needed a minute to clear my thoughts.

Told my wife about the call and she was immediately ready to check out at that point because now you’ve made 2 parents feel less than responsible because your approach to a complaint. After a few minutes I called him back….. asking him if he has kids, he said no. I explained to him then we have a problem because if he did he would understand a 30 pound toddler can’t make enough pounding to disrupt someone’s evening unless they were jumping. MY CHILD HASN’T LEARNED TO JUMP YET!

I also told him I was told that this hotel was kid and family friendly and if he did have kids he would understand! The fact that he still said “well we still received the complaint and it’s my job to handle it”.

Is that a threat? This was Beyond rude and now borderline intimidating a paying guest. Obviously he is not a problem solver because I had to ask him if there was an opportunity to be moved or to have the person below us moved. (Yes I even was willing to relocate all our #@ just to fix an issue). But why???? This is a kid friendly spot and my toddler (1 yr 7months) is laughing and running the floor from one side to the next and dancing to her songs I’m not gonna stop her. She’s excited, She can’t jump yet so I know she’s not pounding, But here I am having to explain myself to this manager because now I feel like me my wife and our 2 girls are gonna get kicked out because someone below me is too damn sensitive. My family and I were treated poorly with this whole situation. Beyond this major issue we had a few other issues as well

1.- when we arrived there is no staff to assist with luggage. Not consistent with a 4 star hotel

2- hidden fees , I was told in my price through Hilton Honors customer service what my price was, parking being the only thing not included. When we arrived an entirely different price was paid 3- the only reason we booked this hotel was beside of the splash pad, we even asked the staff to confirm it was up and running….. lies, it was out of order (see photo) 4- the room underneath the beds are disgustingly filthy…. This being a kid friendly place must surely know that toddlers touch everything and try to eat everything. (Photos will show the base boards filthy and with hair )

Thank you Mr night time manager on 6/30/24. Your need to come off very demanding asking if my child is being noisy in a family and kid friendly 4 star hotel Is exactly what readers need to see before booking here.

I’ve seen Home2 suites that were cleaner and more functional/ family friendly and those are by Hilton as well.

Photos of floorboards , splash pad

Do...

Overall we had a great stay here. The room was nice and clean. The bed is very comfortable. Pools are great. Staff was helpful. We stayed in room 2241, missing a couch, with quite a number of small bathroom/powder room issues. Not a deal breaker but really could be a better experience with some improvements in the future.

Also, note there is $24 parking and $20 resort fee per day. The nice thing is that the hotel will give you $20 credit each day to use in its bar.

Pros:

1. Great location: only 8 min walk to Legoland.
2. Helpful staff: The front desk is nice who helped us change out of a noisy room. The cleaning crew did a fantastic job in keeping the rooms clean. Met our specially requests such as getting microwave and blanks.
3. Great swimming pool and hot tub: big size. water is clean and warm.
4. Beautiful view: balcony facing ocean and flower field. Would be even better in spring when the flower field opens (we visited in winter so no flowers)

Cons:

1. Bathroom/Powder room #1: horrible design of the draining for shower. There is big gap between shower curtain and ground. The floor outside flooded each time after shower. We had to put couple of towels on ground to soak the water.
2. Plumbing issue #2: the ADA shower head holder was loose. The shower head fell down to ground and almost hit my feet. Quite a safety issue. I called the front desk to fix this but they only put it back very loose. This could hurt next guest. So check it out if you are staying in room 2241.
3. Bathroom/Powder room issue #3: sink in powder room clogged upon check-in. I was surprised this was not caught during cleaning. Good thing is that the plumber was able to fix it within two hours.
4. Bathroom/Powder room issue #4: the sink in powder room was too flat. So anything dirty would easily get stuck.
5. No couch in living room: we booked the ADA room “1KG 2TWN 2RM STE PATIO/BLCNY MOBILITY ACC RIS”. The official website shows there is a big couch sitting three people but we did not have one. It was quite inconvenient for our families of five people because we did not have enough chairs to sit. The front desk did not know why we did not get the couch. He said he would check with GM but never got back to us. So think twice or call hotel to check if you want to book this type of room. Stay away from these two rooms if you care for a couch: room 2241(the one I stay without couch) or room 3241 (this is the same type of room without couch, heavy low frequency vibration noise...

This is going to be a blunt review, so let's start with the positives. The hotel is conveniently located walking distance to Legoland and there's a nice 4-lane 25 yard lap pool on the grounds.

That being said, I would not recommend this hotel to anyone looking for a friendly, courteous place to stay. If I could give zero stars, I would. Our experience at this hotel was disappointing across the board, but the service at the restaurant was so rude and unprofessional that it deserves its own special mention.

After a long day at Legoland, my family and I attempted to dine at the hotel restaurant. We waited for ten minutes without a single staff member acknowledging us. When I politely asked the bartender if someone could clear a table, I was met with hostility. He interrupted me, "You're going to have to speak up!" I chalked this reaction up to stress and repeated myself slightly louder, only to be met with a curt, dismissive response about how they were short-staffed and we’d just have to wait.

I totally understand that this happens and I empathize with service industry workers, especially when they're overwhelmed. But what happened next was inexcusable.

As I turned away, I overheard this same bartender mocking me to a patron at the bar. He and the customer shared a laugh at my expense while my family, including young children, stood within earshot. My spouse immediately commented on how unprofessional and rude the bartender was being.

I reported this rude behavior to a manager, who was apologetic, but in all honesty the damage was done. No amount of "sorry" can undo the fact that a paying guest was openly ridiculed by an employee in front of their family.

And this was just one of many issues. The hotel room itself left much to be desired. Our sheets smelled unwashed and musty, the food was overpriced and mediocre, and to top it all off, the hotel sits directly under a flight path, meaning you’ll hear the roar of jet engines at different parts of your stay.

I could list more grievances, but honestly, none of them compare to the disrespect and unprofessionalism we encountered at the restaurant. There are countless hotels where you can spend your hard-earned money without being insulted...