DoubleTree by Hilton Hotel San Diego - Del Mar — Hotel in San Diego

First, let me say that I never write reviews but use them to help make my business travel plans. ||||I booked a room for two nights and was given the option of checking in on my phone and selecting a room. When I attempted to get the digital room key, I was redirected to the front desk. No big deal, as this has happened before since I'm sure the room had not been turned over yet. They switched my room, again no big deal. || ||When I got inside, the room was very warm and it appeared that the AC was not working. I turned it off and on figuring it was delayed, then went downstairs for dinner. Afterwards, I came back to the room and the AC was still not working. I called the front desk and was told someone would be there in 10 minutes. 45 minutes later, I called back and asked for another room. Once again they said someone would be at my room with a key to my new room. Another 40-45 minutes later, I packed up and headed downstairs. As luck would have it, as soon as the door opened to the lobby I received a digital key to the room next to the one I was just in. Back up to the 5th floor and into my new room. A/C worked, but no soap. I asked one of the Housekeepers for a bar of soap. She relayed that they've been out of soap for several days. Well, at least the AC worked and I could get by with using the shower gel, which I'm sure the rest of the guests had to do. ||||The following day I left for some business meetings and returned to finish a project in my room. I placed the do not disturb sign on the door and left for dinner. I returned to the do not disturb sign missing and my digital key not working. Numerous calls the the front desk went unanswered, so back down the only operating elevator to the lobby. Upon being greeted, I noticed a set of keys with my room number on the key sleeve. I advised the front desk clerk that my digital key was no longer working and advised my room number. The look on the clerks face said it all. She then quickly handed me the keys that were next to her on the desk. "Here's you keys", with the explanation that they gave my room to someone else. Wait, what? You gave my room to someone else? Did you check me out of my room? What did you do with my personal belonging? The clerk responded, "We didn't move your stuff, don't worry, all they did was open the door and noticed that your computer and stuff were in the room. They left the room and came back here." I asked her how can you guarantee that my personal belongings are still there. "It's all there, they just came back down". Ok, how can you say all my items are there, if I can't tell you all my stuff is still there, since you canceled my digital key and gave my room to someone else. "Here's your keys". || I asked her to tell me who is registered to that room. Of course she couldn't tell me since they removed me from the room. She asked, "whats your name"? No, you tell me what my name is, which she couldn't do. So, Doubletree was about to give my room to another person that they have no idea if I actually belong in that room or not? How about you tell what my name is then ask for ID to confirm before you hand out room keys. || She went to get the manager, but came back 10 minutes later by herself. I reminder her that she went to get the manager so they can explain how they gave my room to someone else since she couldn't, and I have no guarantee that any of my items are still in the room and have not been stolen. Apparently the manager was too busy to talk to me. After the clerk told me numerous times she had no idea how this could have happened, she finally figured out to look at who was assigned to the room the night before. Then told me they gave the room to someone else since I was moved to a different room the night before. So, Doubletree moved my room and failed to make sure my reservation transferred correctly. Then, without cleaning the room gave it to a complete stranger that had full access to my room and all my personal belongings! Doubletree then gave room keys to me without checking my ID. || ||Doubletree's incompetence is unbelievable. The fact that the manager refused to talk to me, and all my belongings could have been stolen is unacceptable. I could have been in the shower, changing, etc. What if my wife was in the room alone when they gave a stranger access to the room.... ||||To add insult to injury, I was handed my room keys with 2 cookies. WOW is all I have to say. DO NOT STAY HERE! The staffs complete incompetence and managements refusal to address the situation makes anyone's...

I so wanted to like this hotel. However, inconsistency rates very low in my book. I threw out the last experience, because I really wanted to like this place, but won't do that again here. I'm changing my review after 3 trips here.

This exhausting night started out as ineptitude on the part of the reservations (contract Hilton has with the Philippines) and I can ONLY surmise it's to save a buck, and wow, how the quality has seriously diminished. In my experience, they could not care less what happens after you make the reservation. And blatant lying is par for the course. That was not the hotel's fault at all, I will agree.

But the hotel could have and should have made things right the best they could since in fact they work for the same BRAND and that was a recorded call which can definitely be pulled back up. I do not care anymore whatsoever. But I refuse to leave up a review I have twice since found to be not the norm. My second experience here which was not good, I did not take down my initial review, but after this one, certainly and without a doubt. Rookie staff should be TRAINED before they are put on the floor with absolutely zero customer skills. That was the second guy, Chris. Chris is a 'green' as they come, with no understanding of how to diffuse a situation and actually worsened it after Shawn had made it clear we would work it out when I got here given the situation and guarantee (supposed "verification" from the reservation rep)...

Shawn had been empathetic and I thought had my back, but unfortunately, Shawn never let his coworkers know anything about the deceptive conversation in which not only did the reservations rep give me totally false info, she went as far as to LIE and say she called and spoke with the hotel upon my request THAT SHE VERIFY WITH THEM --BEFORE-- I made the reservation!!!! And it's easy to verify she was lying after that call is pulled. There were only 3 employees working at the front desk since 3 pm and NONE of the 3 recall her calling to inquire on my behalf about a specific policy. I should have asked her to get a NAME when she called (as proof). Dang! Now I know! So sad, it has come to this with this with Hilton- that you had better always be on your feet (even if you are exhausted)...

Secondly, I never asked for the room temp to be dropped which I usually do because let me tell you, the rooms in this hotel are hot as hell and they take FOREVER to cool. I'm sweating and this room should have been cool quite awhile ago. But what I did ask for were 4 extra FIRM pillows I use as body pillows. Shawn assured me that was done. I tried to shift my energy and calm and focus on the good until I got to the room and saw they had never been delivered, so when I went to the lobby to retrieve them, I was frustrated, but graciously accepted his apology and took the flat, very mushy pillows to my room. Said not a word at that point, but review will. Additionally, the internet is exceptionally slow for whatever reason. And I mean, so slow, they should not have advertise it, but then who would stay? [[Case in point, I have had to re-connect 3 times just writing this review.]]

I am never coming back here. There are so many other viable options.

You know, I was listening to NPR yesterday, and how the CEO of Domino's pizza, Patrick Doyle, did the unthinkable: he came out in 2010 and said, " Our pizza sucks. We're starting over from scratch." I may not be a fan of driving junk food globally, as they are doing, but I respect what how honest he seemingly was in 2010. It's called OWNERSHIP and responsibility. It shows that as a business, you are listening, and ON IT. In the real business world, it also demonstrates you want to succeed. I offer this example because I strongly suggest Hilton start over.

Hilton, as a whole, is on the decline in quality and is no longer even relevant for hotel standards of excellence CONSISTENTLY. (Not even close). This hotel is no exception, unfortunately. And I regret to have to post this review. I really wanted to...

Starting this off with a comment: ||The staff on site was generally easy to deal with and were seemed a bit overwhelmed by a busy weekend, but the issue with this Hotel is that it's being mis-managed and I would guess at a level beyond what any on-site staff has control over.||First - the website itself has a bit of bait and switch going on. If you book a King Bed Jr. Suite - the picture on the website clearly shows that it's has a separate bedroom. It was like that when I booked over a month again it's still like that today. REALY? ||I had a colleague tell me he fell for the same thing booking a suite thinking it had a separate room based on the website as well. They should fix this.||Second- We are traveling for sports so we know that it's going to be a mess cause it's a big tournament. So we call in advance as we debate booking two rooms vs. getting a rollaway for our room as 1 night we will have 4 people instead of 2. We call 2 weeks before and are told - "Confirmed we will provide a rollaway". I'm partially suprised as they don't say "we can't confirm this until you get to the hotel". Which is fine and would have led us to book a 2nd room instead of the suite. But they said they "confirmed" a roll away will be provided. So the word "confirmed" means something else to them. Again something management should make sure is understood by all staff.||Third - One of 2 elevators for the entire hotel (including the cleaning staff) was down. Okay, I get this. Happens. and very unfortunate on a busy weekend making catching an elevator a 5-10 min wait every time. A quick return to your room is no longer a nominal task. I get this happens and it was awful for the cleaning staff trying to do their job as they wait for elevators with their carts, just hoping for an elevator they can fit their cart into. This is part of hotel life - EXCEPT for the fact that I find out the elevator has been down for over 3 months. WTF. If you plan on being here for a busy event, might want to ask on booking if both elevators are working. This is inexcusable. ||Fourth - We purchased a stay that included breakfast. They provided us vouchers on check in. The last day we had an early game and just needed a yogurt and quick snacks for the kids. (YES, we booked the correct # of people for our room and was charged accordingly for the breakfast per person). Yet they had an issued with us getting these couple items instead of sitting for the entire buffet. Again makes just about zero sense. ||All and all just a completely frustrating stay. We usually stay at original starwood properties (Marriot now). I'm not sure if this is par for the course a Doubletree. But I get the feeling that the higher up manage of this hotel just don't care as they have a good location which will attract people to stay. But I personally would not want to return here until they figure this stuff out. ||I will also emphasize the staff on site were not difficult. but it does seem that the higher up management of this property just...