Best Western Plus Hacienda Hotel Old Town — Hotel in San Diego

So the reason why I am giving this hotel a 2 star is because of the costumer service in the front desk. Let me start by saying this hotel has a great location, in the heart of old town which is easy to walk around to all restaurants without the need to drive or take any transportation. The look also has an older Mexican style which is very beautiful, pool on side and a gym. So far so good, After a long day and driving a whole day stuck in traffic more than 5 hours you think what the heck.. let me stay one more night since you check in pretty late around 8 pm, so you book an extra night and go to bed to try to get some rest. Theeenn in the morning when you wake up to go to the restaurant and enjoy your breakfast, (that you can pre-purchase at a very nice price when you book your stay) and then you decide to ask front desk about the extra night that you booked and kindly ask them if you can stay in the same room since your kids are beat up by being stuck in traffic all day and it would work better for you since you don’t have to wake them up (keep in mind is almost 10 am and kids are still knocked out). So at this point Heidi who works in the front desk says no, you cannot stay in the same room because “other guest” already paid for the room? So you try to speak to her about the long drive, kids being asleep and very tired, offer to even pay extra if needed, but somehow in a very rude way she says no and that you will have to check out and wait until 4 pm?? for your room to be ready, so basically kicking me out of the room with my family and telling me that I have to wait in the car with my two children until they have the room ready. At this point I’m starting to get frustrated and asked well what’s the difference between what the other costumers paid and what I paid? I am a paying costumer as well or not? Then she kept on going about the location of the room and that I paid for standar room? When I payed the exact same amount as I did on the previous night, I mean the exact same amount, I booked the room the same way, same price, same everything so her facts of the room I now booked was a standard room made no sense at all! She also offended me by suggesting I had to take my children out of the room and have them waiting hours just to come back into the hotel, never have I ever in any other hotel I heard such a thing! I even told her this and she was laughing with someone else in front desk next to her while speaking to me, seems to me like she was clowning me or thought it was hilarious that I was even suggesting such a thing as to let me stay in the same room. Then I finally asked to speak to the manager who’s name is Vivian, while Vivian at the end was helpful and she managed to let me stay in the room with my children she also kept making the same argument about my room being standard this second night, and saying I couldn’t stay in the same room. When I finally pointed and brought to her attention the amount I payed this second night and asked what made this second night standard she had no valid points. I said how is this second stay standard but the first one was not? Your website doesn’t explain anything about apparently this room was in some location called “plaza” but when you book the room it never says anything about plaza location which to be honest I didn’t even cared about all, I wanted was to not move my children and let them rest. Finally they were able to figured out the issue and after a back and forth with the rude front desk Heidi and Vivian the manager, I finally was able to stay in the room without being kicked out to my car and wait hours like Heidi was suggesting. Housekeeping also walked into the room three times and then realized there was people inside the room also when they knock very hard they scared me one time but cleaning ladies seemed nice. Overall very rude service if you ask me for the price I paid for both nights which don’t even include parking so be prepared to pay 25 dlls per night just in parking fees. Overall loved the location costumer...

I like the concept of this hotel. I like the ambiance and the design of the property. It felt like an escape and fit in well with the surrounding neighborhood. The staff was very friendly. On the flip side, the room experience left a lot to be desired. The rooms are definitely in need of refurbishment. Here are some things I can recall about the room. First, appliance wise, I think most everything worked well. The A/C kept things cool. The refrigerator kept things cold. Structurally, the room was fine. Where things went south was the cleanliness and maintenance needed. On the tile floor, the grout was in crumbles. Black grout kept sticking to my feet and tracking everywhere. When I got in the room, I noticed the clock was off and the lamp didn't come on. I pulled the desk to check if they were plugged in, which they were. However, the top outlet seemed to have a short. I plugged it into the bottom outlet, and it worked fine. When I pushed the desk back, somewhere along the way, I went to check the black box on the wall. When I did, I placed my hand on the left side. I didn't realize it, but there was some kind of white goo on the left side of the black box that got on my hand. Not sure what it was, but went wash my hands. After I did that, I went to put a bottle of water I had in the refrigerator. After closing the refrigerator door, I saw something move out the corner of my eye. At first, I thought it was a roach. It went under the closet door. I opened the closet to try to get it, and then I saw that it was actually a house centipede. Those things look scary, but they aren't in the grand scheme of things. Anyone else that had a fear of bugs would have definitely freaked out. I tried to move it where I could get it out the door, but ended up just having to kill it. Something to note, while house centipedes are not harmful, they usually live in environments where there are other bugs for them to eat, so it potentially could be an indicator of a larger bug problem in that room/building. The tub was tricky to work. The pull on the faucet to turn the shower on was difficult at first. There was no way to just have the shower head come on. The closest I could get was water to come out the faucet and the shower head. The tub also didn't drain well (drained somewhat slowly). Aside from that, the room itself was just overall dated. It needs a little TLC and really a refurb. Getting to the room was another adventure. We were in the 500 building. Getting to the room with luggage was a challenge. We had to go to one elevator, take it to the plaza floor, to go across to another elevator to take to another floor. Then, once getting to the building with our rooms, there was no elevator to take you there. We had to drag our luggage up and down stairs to get to the room floor. In addition, on check out day, we had to drag the luggage up and down the same stairs, but one of the two elevators wasn't working, so we had to bring the luggage down even more stairs. All of this led to a poor experience. However, I did like the ambience of the hotel. I think with a good refurbishment and maintenance, I would really like this hotel. The atmosphere is special, but the user experience was not. The view from the...

I booked a couple of rooms here, and this is by far the worst place I’ve ever stayed. The only positive is the location, as it’s conveniently situated in Old Town. However, nearly everything about the rooms felt outdated.||To summarize the main issues I had (in no particular order) and excluding the subpar "breakfast":||1. TV had no sound, making it completely unusable.||2. Room key cards repeatedly stopped working, leaving us locked out multiple times. The worst instance was after dinner at the onsite Tequila restaurant. After walking down three flights of stairs (some areas have no elevators, which is not ADA compliant), we exited through a gate and had to re-enter another gated door about 15 feet away to get back into the hotel. At that point, the key stopped working entirely. We had to walk around the building, out to the Old Town street and into the main hotel entrance, just to have the key reprogrammed. Even then, it still didn’t work. We had to make two more separate trips to the front desk to get replacement cards, and none of them worked either.||3. Woken up at 6:45 AM by loud noise from a garbage disposal truck, constant beeping and banging of bins right outside our room.||4. The hotel layout is confusing, both for parking and navigating the premises. Verbal and printed directions onsite were unclear. While trying to find the entrance to the onsite restaurant for 20 minutes walking up and down flights of stairs we ran into a French speaking guest who was frustrated trying to find the lobby, helped him eventually get there. He too expressed the hotel being confusing and said he was unbelievablly frustrated.||5. The bedroom had an old, rusty door facing a public parking lot, which made the room feel unsafe. The door opens outward, meaning anyone from the outside could potentially pull it open. Been finding bugs in room since checked in.||6. The property is not ADA compliant. Some members of my group are seniors and required elevator access, but there were no elevators available to reach their so-called "accessible" room.||7. The rooms felt dingy, old, and unsafe. Beds were uncomfortable, and overall, the space lacked any sense of cleanliness and comfort. I dreaded showing in the showers.||8. My significant other's elderly parent's room was left open by housekeeping. We noticed this when we got back for the day at 6:30pm. This is ridiculously inappropriate and unsafe!! This was the most upsetting and unsettling issue especially since public access points surround this hotel.||While the front desk staff were courteous, that doesn't make up for the serious flaws we encountered: outdated and poorly maintained rooms, a noisy and unsafe environment, inaccessible facilities, and malfunctioning room keys that left seniors locked out and unable to navigate stairs to get help.||If I could give this hotel zero stars, or even subtract stars from their hotel ratings, I would. I strongly urge others to avoid staying here to prevent the kind of disappointment my group and I...