Shore House at The Del, LXR Hotels & Resorts — Hotel in Coronado

The Shore House is a beautiful expansion of Hotel Del. It’s very bright, clean and modern. It’s gorgeous! Our stay started with a friendly greeting from Wyatt. He is such a kind, helpful, caring and jovial human. Great way to kick off the trip! The kids voted him one of the best interactions of the entire experience. After arriving in our room, we were a bit stunned as it was not the Ocean View room we had reserved. We looked directly at the pool bar. We had the first room on the first floor backing to the common area. The only way to see the ocean was to stand on a chair on the patio, lean over the patio railing and turn your head to the right. We talked to the front desk right away. They guaranteed us that this accommodation was considered an ocean view room. We rolled with it for the remainer of the day and night. At midnight, I was awoken to the sounds of vacuuming. What in the world! As a tired mom, this was not cool on vacation. The next morning, I shared our concerns with the front desk about the non-ocean view room and vacuuming. I was told there was a conference and we would not be able to change rooms until the following day. That next night, multiple individuals in our party were awoken to sounds of vacuuming. I stared at the ceiling until the wee hours of the morning. As a mom/and aunt, I had promised my littles a relaxing, ocean view room for my nephew’s high school graduation and this was not the case. We invested a good amount in this well-planned and thought-out trip, and it was not meeting advertised expectations. I even called the hotel in advance to ask about our upcoming reservations and accommodations knowing this was a once in a lifetime trip. They promised we were all good. We were on to day 3, the last of the time with our nephew and brother-in-law. Finally, we were able to move to a true ocean view room. It was as expected, and it was stunning. Patrick and Dan from management tried very hard to make it right. Though we could not rewind the last 48 hours, they did offer some credits and experiences, which we did appreciate. They also helped make accommodations for our immediate family to stay in the double queen room instead of checking out to go next-door to the Cabanas for the duration of our trip (which was previously planned). Head of housekeeping was also very kind in trying to get us moved over as well (I apologize, as I do not remember her name). I am not joking when I say, for them to clean the other side of our room (king bed and kitchen), the fourth day, they did it again at night. There must be a better way for the outside cleaning crew to get these rooms and hallways clean. Overall, the staff is very kind and helpful, the bummer is I feel like their hands are tied a bit as they are at the mercy of the owners. Kudos to the pool staff as they were nice, happy and helpful. Our favorite gal was at the bar every day (I am sorry, I cannot remember her name). They were attentive and prompt in every way. The kids were excited for popsicles by the pool and ChapStick. Nice touches. The breakfast buffet was standard, no complaints. We were blessed to depart with the kindness of Wyatt once again. We have stayed at many Hilton properties over the years and are currently a Diamond Member so we know the baseline - we would rate this a 4-star experience. Hope it will be a 5-star in the future because that is what we paid for and expected. Before and after photos attached. Perhaps sell it as a pool view room? Just...

When you spend $1000 a night for you come to expect a certain level of accommodation, amenities, and assistance. This hotel failed in every single aspect. I did speak to the Hotel manager Abukar Hussein, after our stay who argued with me - and provided 15% discount instead of refunding my money.

Here were our issues:

Our suitcases were lost/misplaced - they were eventually found, but one of the front staff who took our suitcase tag - lost it.

We checked in early at 9:45 am, but our room wasn’t ready (understandable). We were told I would receive a call when the room was ready. The call never came. When I walked down in person at 2:45 a different member of staff advised that it had been ready, but didn’t know they were supposed to notify me.

Their front doors are not equipped for wheelchairs. It made it impossible to exit or enter with my mother’s wheelchair. I had to rely on strangers to hold/open the doors for us. I did point this out to staff. The Hotel manager Abukar Hussein, argued this point.

Their “Del Dash” service for food is terribly problematic.  I paid an enormous amount of money for receiving next to nothing. We received a dry wedge salad with some crab on top and a chicken. No sides, no sauces/accompaniments. It was terrible. The front desk staff informed me that I should not have used that service (despite recommending when I called to inquire about it because it was promoted in their room). They advised I should have just done DoorDash.

Fireplace was broken - asked repeatedly for someone to fix it during our 2 day stay - however no one came. At 7:00pm on our last night - we received a call to advise that our fireplace was missing a piece of equipment that could not be fixed by them.

Stopper in sink broken off and left in sink when we came in on Friday. I tried to screw it in but it didn’t work.

Old hair dryer broken.

Temperature gauge in room didn’t work.

Front desk does not answer the phones - I held for several minutes during 3 separate calls - before all of them were transferred to the main hotel (who were unable to help me). There appears to be a lack of service for your phones.

I went down in person the night before we were to leave, to request assistance for our luggage in the morning on check out. I advised the staff that my mom was in a wheelchair and that I needed help. I was told that unfortunately there are no guarantees as it will be busy. The girl did write it down on a sticky note but said they most likely wouldn’t be able to assist.

For people who require assistance-people should be able to arrange it with staff.

I did speak again to the front desk in the morning but was advised that it was very busy and there was no help or assistance available.

I sincerely hope these matters are addressed quickly, particularly those impacting guests with mobility needs. If left unaddressed, it could be perceived as discriminatory or ableist.

I would not recommend staying at this overpriced and inefficient hotel. Save your money and just come to this hotel to...

When you spend $1000 a night for you come to expect a certain level of accommodation, amenities, and assistance. This hotel failed in every single aspect. I did speak to the Hotel manager Abukar Hussein after our stay who argued with me - and provided 15% discount instead of refunding my money.||Here were our issues:||Our suitcases were lost/misplaced - they were eventually found, but one of the front staff who took our suitcase tag - lost it. ||We checked in early at 9:45 am, but our room wasn’t ready (understandable). We were told I would receive a call when the room was ready. The call never came. When I walked down in person at 2:45 a different member of staff advised that it had been ready, but didn’t know they were supposed to notify me.||Their front doors are not equipped for wheelchairs. It made it impossible to exit or enter with my mother’s wheelchair. I had to rely on strangers to hold/open the doors for us. I did point this out to staff. The Hotel manager Abukar Hussein argued this point. ||Their “Del Dash” service for food is terribly problematic.  I paid an enormous amount of money for receiving next to nothing. We received a dry wedge salad with some crab on top and a chicken. No sides, no sauces/accompaniments. It was terrible. The front desk staff informed me that I should not have used that service (despite recommending when I called to inquire about it because it was promoted in their room). They advised I should have just done DoorDash. ||Fireplace was broken - asked repeatedly for someone to fix it during our 2 day stay - however no one came. At 7:00pm on our last night - we received a call to advise that our fireplace was missing a piece of equipment that could not be fixed by them.||Stopper in sink broken off and left in sink when we came in on Friday. I tried to screw it in but it didn’t work.||Front desk does not answer the phones - I held for several minutes during 3 separate calls - before all of them were transferred to the main hotel (who were unable to help me). There appears to be a lack of service for your phones. ||I went down in person the night before we were to leave, to request assistance for our luggage in the morning on check out. I advised the staff that my mom was in a wheelchair and that I needed help. I was told that unfortunately there are no guarantees as it will be busy. The girl did write it down on a sticky note but said they most likely wouldn’t be able to assist.||For people who require assistance-people should be able to arrange it with staff. ||I did speak again to the front desk in the morning but was advised that it was very busy and there was no help or assistance available. ||I sincerely hope these matters are addressed quickly, particularly those impacting guests with mobility needs. If left unaddressed, it could be perceived as discriminatory or ableist.||Overall, I would not recommend staying at this overpriced and inefficient hotel. Save your money and just come to this hotel to...