Courtyard by Marriott San Diego Mission Valley/Hotel Circle — Hotel in San Diego

I am in a Marriott nearly every week. As a Platinum/Titanium member, I reserve my rooms on the Marriott App with the typical Confirmation. ||||I have stayed at Marriott Mission Valley, San Diego many times. Parking has been a management-admitted problem on the last 4 or 5 stays (selling more spaces than available, charging even though there was no on-site parking and had to park off site). Because of our problems in the past, I called ahead to see if parking was going to be a problem for our truck and trailer, and if so, I was going to make other arrangements. I was told that we had to park it on the street (even though there is no street parking, and on reflection our vehicle would have been towed). We made other arrangements for the truck and drove a car. ||||I arrived late (after midnight), and had to be buzzed in. As we entered the large lobby, Kelly, the on-duty manager, yelled across the lobby that the floors were wet. My husband immediately stopped in the middle of the lobby because of his two replaced knees and recently reconstructed ankle. He asked her if they had any parking available or was parking going to be a problem. She yelled back that we might have to park off site and the hotel is not liable for damage or theft, but there would still be a fee. He asked again for clarification about parking, particularly handicap, since it’s been an on-going problem. She became upset that he spoke to her loudly and refused to check us in. When I pointed out to her that we had a confirmed reservation and that I was a Platinum member, she told me she has the right to refuse service to anyone and was calling the police if we didn’t leave. I asked her what her name was, but she refused to provide it. She ordered the security guard and maintenance guy, Josh and Felipe, to walk us out. They were very nice but could not do anything about denying us a room. ||||Even though it was now 1am, Robert, at the Rewards Customer Service, apologized for Kelly’s actions and was very helpful. I requested and he arranged to get us a room at Liberty Station, a beautiful location on the water. We were greeted by Tremond like we were coming home. What a dramatic contrast. He was so welcoming. We later heard from Dennis, the Assistant GM, who apologized and offered us free parking on our next stay (hard to ignore the irony). ||||My stays in the past have been what I’ve learned to expect as a Platinum/Titanium member from Marriott, and it’s hard allow one bad experience to poison the well, but there are far too many Marriott options in San Diego who appreciate my business. So as long as Kelly is at Marriott Mission Valley, I won’t be. Being treated so rudely and stranded in the middle of the night is not so easily undone with one night of...

We were scheduled for a late check-in due to attending a family event. I received a phone call, a voice mail and then an email at 547pm and 548pm. The email said I needed to either call the hotel or check-in by 6pm. The voice mail simply stated they were calling about my reservation.

I called the hotel back and was placed on hold. I then spoke to the actual person who had left me the call, voicemail and email. She was confirming that I was still coming. I responded that I was - I would have cancelled otherwise. I asked if there was a problem - she responded "we are full and was just confirming you're still coming".

When we arrived at the hotel, and speaking with the same person, she said they had moved us to a room with 2 queen beds (I requested a king). This was not mentioned to us until we arrived. The same person I spoke with on the phone, said the hotel was "oversold" that night so that's why we were moved. I asked why she hadn't mentioned this to me when we talked on the phone earlier - she replied that I had not spoke with her - I had spoken with another employee. During this conversation, the manager of guest services comes to the front desk and basically states the same thing and that we can be moved to another hotel down the street if we wanted. Meanwhile, 2 other employees came to the front desk - so now there are 4 staff members at the front desk. So tell me why we are inconvenienced when the hotel has been oversold? They offered to pay for our parking as compensation. A small token for their blunder. Having 4 staff members there while we were having this conversation was unprofessional and confrontational.

When we got to our room, I saw there was a small paper on the desk regarding their food menu. I scanned the QR code and the menu said they served various breakfast items on weekdays - and a buffet on weekends. I called the front desk - again, spoke with the same person - she told me twice the hotel did not have a buffet, and that they only had a small breakfast menu with sandwiches.

When we went down to the lobby the following morning, there was a full buffet set up - eggs, bacon, sausage, potatoes, muffins, bagels, coffee, juice and water. Keep in mind the front desk had told me (twice) the evening prior that there was no buffet offering.

The front desk staff is completely uninformed, unprofessional and at times confrontational. I would not visit this hotel...

The staff is friendly, but so far that’s the only positive I see. The walls/doors are thin and you can hear everything; people in the halls, the freeway, etc. The couch in the room is uncomfortable as well, so nowhere to sit and relax. It’s one of the round shaped ones and it’s way too deep, even with pillows behind your back. I’m 5’9” and I think it’s bad, I can’t image what someone shorter would think.

When we asked to be moved to the backside of the hotel, to get away from the freeway noise, we got moved to a handicapped accessible room. I completely understand the need for them, but I don’t like staying in them due to the bathrooms. Plus, our bathroom floor is dirty. Gross.

If I had a choice, I’d go somewhere else tonight. Unfortunately we booked with a pre-paid, non-refundable rate, so we’re stuck.

Update: Within minutes of posting this review the manager on duty called us. She apologized that I was unhappy with the room and offered to move us again. She had an employee show us the room. It was a suite with a table and chairs that we could sit in. Not ideal for relaxing with a movie, but better than the couch. So, we moved rooms. The issue of the couch remains since they are the new ones that were recently put in all the rooms. I’m not sure whose idea they were, but they were a poor choice in my opinion. As we left the room I realized I forgot to look out the window, so I asked if it was still on the backside, away from the freeway. She said it was.

After sitting in the third room for a minute, we realized that we could hear the freeway again. I looked out the window and sure enough, we’re on the side of the hotel, but right around the corner from the front with the freeway in sight and with all the freeway noise. (The picture attached was the view from the third room, “away from the freeway.”). So, I called the manager again. Long story short, she found a fourth room option. A king bed, with a regular bathroom, which is fine. We didn’t really care about the extra space in a suite as opposed to a quiet room. We asked if there was any way to get a refund and she said she would check with her manager for us. She was able to give us a refund, so we are moving hotels.

Long story short, the people are amazing, but the rooms aren’t. I improved my review to 3 stars from 2 stars solely because of the employees, especially the two working at...