Best Western Plus Island Palms Hotel & Marina — Hotel in San Diego

Update July 2025: I'm very sad to write this update and change my review from 5 stars to 1. I highly recommend you stay at another hotel. I would love an updated response from the mananger as the prior one is no longer relevant. Still waiting for an updated response as of Aug 2025. I’ve stayed here many times as shown in my review edits below over the years and always loved it so we booked it to celebrate my husband’s birthday and attend a concert nearby. This time, though, it was by far our worst experience. We were locked out of our room twice: the key failed at both back and front doors, even after being reissued. We had to trek to the front desk without phones. Maintenance met us, but the replacement key still didn’t work, and he ended up breaking the lock to get us in. The door had visible damage and a warped, barely attached lock almost as if it had been busted into before. (See photos) Maintenance confirmed the back lock was dead until the next day when it could be fixed and the front would deactivate the key. Thankfully, the maintenance staff was honest, helpful, and kind throughout.

When I called the front desk using my husband’s phone (on speaker so the maintenance tech could confirm), the manager unexpectedly switched from English to Spanish mid-conversation which was so unprofessional and felt like she was trying to hide something. Management only offered room relocation after being pressed, which we understand the hotel was fully booked due to Comic‑Con and would have accepted compensation for the inconvenience which we mentioned. The room they eventually moved us to was also significantly smaller. Management was rude and also hung up on my husband.

Additionally, a $50 gift card we submitted upon check‑in was ignored at checkout. I had to follow up twice to get a corrected receipt showing it applied. Eventually, management got back to us after I submitted a review about our experience via email but offered no compensation for this deeply frustrating and unsafe experience.

A beloved hotel ruined what should have been a special birthday getaway. I sincerely hope they take responsibility, address these safety and professionalism failures, and improve follow‑through so future guests aren’t disappointed.

Update 2025: My now husband and I have stayed at this hotel many times now! It's our favorite. We recently introduced my family to this hotel for my birthday in April and they were blown away! They already booked another future stay. The breakfast rate is our favorite! The food is always delicious, has an amazing view and outside patio, and the staff is so nice.

April 2023:This was my finance and I's 2nd time staying! You can't beat the location and I love how you can rent free bikes for 2hrs to ride around shelter island. We did the breakfast rate this time and although we had a mix up with giving us the wrong value of vouchers, it was handled quickly when I went down to the front desk to confirm. We had a water view room and it was lovely. My only complaint is regarding the jacuzzi, it was very rough and uncomfortable, it really needs to be resurfaced. The pool on the other hand was great but it was a little bit cold to be in it. Overall it was a nice stay and will...

UPDATED: After leaving my review I was quickly contacted directly by the resorts General Manager. He sincerely apologized and said he would investigate further. They were not able to find my bed pad but credited our card the cost of the pad and a little extra. I thanked them and felt that I should update my review and added 3 more stars. I would like to also mention that the room was very spacious for our family of 4. My crawling infant and busy toddler could get their wiggles out and we could relax with more than enough room. We especially liked the full kitchen! Also, the flowers they planted along the marina side smelled AMAZING! So nice to sit on our balcony, enjoying views of both the marina and bay and smell the sea and flowers. Because of the genuine effort and apology made, my family and I would stay at the resort again. Thank you.

My family and I spent a week in a suite in June. We requested turndown service the day before we checked out (a previous couple beach days left the room and linens wet and in a layer of sand), we needed a good nights sleep for an extremely early drive home. Upon returning to the room that evening we noticed that the waterproof hospital bed pad we use under my toddler at night was no longer folded up on the dresser. We believed the cleaning person mistook it for a dirty linen and took it. This begins my main reason for leaving a review about their horrible customer service. I called the front desk that evening only to be told that the custodial manager would need to be called the next day. We left at 4:30 am the next day and I planned on calling on the road. Well traveling with two children under 3, I didn't end up calling until the following day, only to be told I would have to call back when the manager was in. For two weeks, a total of 8 phone calls, one email sent to the custodial manager, and one verbal promise that a manager would call me back; I have still had absolutely no response! I am beyond frustrated. And now since I was basically brushed off since the resort already had their money, I am compelled to also include that the facility and our room was extremely outdated. The carpet, furniture, shutters, etc were extremely worn out (broken pieces, torn upholstery, oily). The fan in the bathroom was so loud, it was hard to hear someone talking right next to you and it was connected to the light switch so it came on anytime you turned on the bathroom light. When my infant was sleeping, we just used the bathroom in the dark. Oh and it seems as if the custodial crew is obviously not being managed correctly because we had actually requested turn down service early one morning a couple days into our vacation and when when we returned to the room after spending the entire day out, they had never came. I would like to be fair on at least two positive points just because I rarely want to leave a review that is entirely bad. The location is nice. We watched the boats in the bay and there is a wonderful linear park with playground for kids. But it is not connected to the resort you don't have to stay at this resort to enjoy those. I will definitely not be returning to this resort the next time we vacation...

We had booked a getaway to San Diego for our honeymoon. Booked a suite and seen the beautiful views on the website and room description, really gave the hope of a great room and stay for 2 nights. We called ahead twice to make sure room was ready and they knew it was a special occasion. They just said to add the notes on reservation, which we did and they confirmed everything was good-to-go. When we arrived, checked in with Adriana, went to out room , so our surprise it was in a corner with views of the next building and a doorway next to it, where guest can access at all hours of the day. Immediately I called the front desk that we needed another room. She said she would try to find another but they didn't have any that were suites, I said not a problem we'll get more basic room, we just can't be here it's awful. We went to dinner, she was supposed to call with new room # , but that was not done and said when we came back she might have something. When we came back Roy was the only one there and she had left for the day. Roy had a "post it" and said there was nothing that we could do. Disappointed we went to the room and we would try to sort it out in the morning. Room was terrible with noises of the double door been open and closed from the guest going in/out and to pool area. In the morning, we had to shower to our surprise empty shower gel and shampoo containers. I decided to call the front desk to ask about the room change, lady said there was no notes and she "wasn't here last night" don't know what you are talking about attitude.

Alex got on the line after she had to step away, I let him know from the beginning the issues and told him we needed a resolution. He came to the room, took care of our breakfast and told me he would work on a room change when one became available. He eventually after 11am found one and we really liked it, not a suite , but a room looking over the marina.

I was really bummed we have a rough beginning, but I need to recognize Alex for stepping in and stepping up, he couldn't resolve the issue we have the previous night, but he made sure to present himself at our door and apologize, get a room and make sure the rest of the stay was good. When every else pushed the issue around, he took charge of it, we can't make up for the first night, but we enjoyed the new room patio overlooking marina, it was beautiful.

Sidenote: I would recommend having managers on duty on weekends. I don't think it's logical to not have a manager on duty especially during busy or groups I saw when I was there. It makes a difference when you need a resolution.

Thank you to Alex for your dedication to making the best of our honeymoon.

Please feel free...