Hilton Garden Inn San Diego Old Town/SeaWorld Area — Hotel in San Diego

was surprised by this hotels customer service. I was traveling with friends for a spontaneous one night stay in San Diego. We felt this hotel was in the Hilton family, so we knew what we could expect. Let me start by saying the room is as you would expect. It was fine. The bed was very hard, but fine for one night. The customer service was the worst I've experienced ever in my travels. It started off fine with our pre check-in at 11 am. There were no rooms ready, but the staff were very nice and courtesy. They took all our information, cleared my friends service animal, and took our credit cards for deposits. We requested to be close together, and they moved some rooms around so they could accommodate the request. They said they would text us if our rooms became ready early, but if not, they guarantee they will be ready at 3 pm. We returned around 3:15 pm. There was one person at the front desk now, and he was a different person from the earlier staff members. The vibe was totally different, too. We walked up together to receive our room keys. He was less than helpful. 1st we were on seperate floors. So we explained that we were originally told we'd be together. He was less than happy, but eventually said okay 2 rooms on the 1st floor, which was fine. By now, a 2nd person was at another station at the front desk was there. Suddenly and rudely, I was told by the person helping us to go over to her. I went over to her, and she looked up and said, "I'm not ready for you." Wow. I apologized and let her know that the other rep told me to come here. Meanwhile, there are people starting to line up for check-in, and I hear commotion with my friends. Their rep was making them go through all the steps we already did during pre check-in. He was very rude to them. When my rep was ready, she was angry and said there were no rooms ready. What? The other rep said there were 2 ready on the first floor. Both reps were frustrated. The manager walked out a couple of times while all this was happening and ignored all the confusion. He walked out again, and I asked if he could help. As I was explaining, he walked away from me to my friends rep. He responded with a raised voice, saying if we wanted to be together, we would have to wait in the lobby for an hour. I responded by saying no one was raising their voice, so there is no need for him to do so. My rep intrupts and informed us 2 rooms on the second floor just became ready, and she ended up giving us the keys almost immediately. The rooms were the furthest rooms on the opposite ends of the 2nd floor. We left for dinner, came back, and noticed there were parking passes on the cars parked. We were never offered a parking pass. This means we must go to the front desk again. It was the same lady who helped me. Same bad attitude. My friend paid for parking, and we stood in the lobby entrance while another friend ran back to put the pass on the dashboard. This entire time, my friend has had his service animal with him. His corgi is always with him. Suddenly, the rep asks from behind the desk and across the lobby if he is in a pet room. She said he's going to have to move rooms, and there are paperwirk and fees involved. He walked back to the desk and explained it was a service animal and asked if she wanted to see his paperwork. She said no in that case and gave him a tag to put on the door. He walks back to me. Then, a minute later, again from behind the desk. She said, "Are you sure that it is a service animal?". My friend turns and says yes, mentioning to his heart. At this point, our other friend is back. We started walking towards the desk, and she said that it was fine. There were people in the lobby the whole time this was taking place. The attitude of the entire night staff was horrible. We felt there was aggression when we asked to be together, and then the questioning of the service animal was illegal and harrassing. This behavior put a damper on our whole weekend getaway. We will never return to this hotel. I'm surprised this hotel bares the...

Please keep in mind, I am a loyal Hilton member and have stayed at various Hilton hotels throughout California. The purpose for Hilton is the attention to detail and the overall high standard for it's guests during their stay.

I booked a stay for two nights after Christmas as a family getaway and had various activities planned for our annual family trip. Lack of empathy for the guest stay due to the sink backing up was not part of the plan nor was scooping raw sewage out of the sink with a bucket on my "To do list". We experienced a plumbing issue our first night (third floor), water backing up and filling up the sink with debris. I called the main desk for help and was told to get a bucket and scoop the water out, really, scoop raw sewage out with a bucket, thats it? She never offered to send a technician or transfer us to another room or have a solution for this terrible situation. So, I asked for another room, she indicated no rooms where available so I asked for the Manager since she basically was of no help. No manager on the premises at the time, so I asked the manager call me when he comes in the following morning. The Manager (Rogelio) did not call and was given his answering machine to leave a message. After going back and forth, she finally offered to comp us two breakfast for the plumbing issue, which I rejected and reminded her I was scooping raw sewage from my sink, but once again it did not register and she was dismissive. Thats really the larger issue, she was inconsiderate and dismissive during my interaction with her. The following morning, we wake up to the same sink backing up but this time it was overflowing to the floor, so I call the main desk for help and notified them of the issue. They dispatched a room technician who brought his pump, an auger and tools to try and solve the issue but no luck. He indicated he would submit a room transfer as this was not something that would be fixed at the time. I called the front desk and made them aware of the issue which they had arranged for a room transfer. Keep in mind, this is taking away from my family vacation, which we were already delayed and the front desk once again failed to take into consideration this unfortunate inconvenience to arrange for our personal belongings to be transferred to the new room. No consideration, apology or fulfilling the "Hilton Standard", which any hotel chain would have done and assisted. On the final day, during the check out process, I asked to speak to someone with authority or willing to talk to me about my unfortunate stay. I spoke with Devone about my situation and after telling repeatedly my room number, the incident, my name, phone number and details, he clearly did not listen to anything I was telling him nor did he take the time to listen, it was basically, "I'm sorry, now leave". Inconsiderate for customer service, my concerns, failed to listen and was very dismissive. He even serviced another guest while I was still in the middle conversation with him and I was told that I needed to leave. I asked for an explanation, solution, understanding and empathy, but was given nothing from Devone. Devon finally apologized and I ask a simple question, what are you apologizing for? He didn't know why he was apologizing and dismissed me once again. At this time, Devone leaves the desk to tell the same room technician who happened to be at the main desk that I was harassing him, which now he is accusing me of harassment. I don't believe Devone knows the definition of harassment because I had questions and he had no answers, therefore, that's harassment according to Devone. He was insulting, disrespectful and condescending during my conversation as a justified and concerned loyal guest.Once again, as a loyal Hilton member, I look forward to a positive outcome and hope to update my review but I am left with an unpleasant outcome as a result of my stay at Hilton Garden Inn San Diego Old...

My experience at the Hilton Old Town San Diego was nothing short of a nightmare. My friends and I arrived at the hotel around 11am, excited for a weekend getaway. However, upon checking in, we were informed that our rooms were not ready. As a solution, the front desk suggested we 'pre-check in' and come back at 3pm when our rooms would be available. We followed their instructions and returned at 3pm. Walking into the lobby, we were greeted by a staff member who seemed friendly enough. However, as soon as we approached the counter and gave our information, the atmosphere changed. The staff member asked for my ID and credit card, to which I informed him that I had already given my credit card during the pre-check in process. In response, he became combative and hostile, making me feel uncomfortable and unwelcome. I was hesitant to give him my credit card again, as I did not want to be double charged for our stay. Meanwhile, my friend who was checking in with me also approached the counter. The staff member who was initially helping me rudely told her that the other staff member would assist her. When my friend went to the other staff member, she was met with an even more hostile response: 'I'm not ready for you yet!' This situation quickly escalated and a manager was called to intervene. However, instead of diffusing the tension, the manager was extremely rude and condescending towards us. He cut us off and did not come from a professional place. The entire check-in experience was a nightmare and left a sour taste in our mouths. I will never stay at this Hilton again and will not recommend it to anyone. It is unacceptable for a hotel of this caliber to have such unprofessional and disrespectful staff. I urge anyone considering staying here to read my others reviews and see I just don't post bad reviews. This was by far the worst hotel experience I have ever had. Such a a shame for the Hilton brand! Despite the initial positive experience I had at the My husband and I returned to the hotel around 10pm with our service animal, and we were greeted by the same lady who had been working earlier in the day. I inquired about parking permits for the hotel's lot, and was informed that there was a fee of $25 which would be added to our room charges. I couldn't understand why this information was not given to us during check-in, as it seemed like a basic question that should have been addressed. As I waited for my husband to return, the same lady noticed my service animal and loudly asked if he was indeed a service animal. I confirmed that he was, and she continued to ask me multiple times. I found this line of questioning to be unnecessary and borderline rude, especially since we had already informed the front desk earlier about our service animal. She then proceeded to ask me to fill out additional paperwork and pay an extra deposit for my service animal. I was taken aback by this request, as I had already provided all necessary documentation and was not informed about any additional fees for bringing a service animal. I asked her why I had to pay an extra deposit and explained that I could provide proof of my service animal's paperwork. However, she persisted in her demands, making me feel like a burden and an inconvenience. It was clear that the staff at this hotel was not familiar with the laws and regulations regarding service animals, and it was disheartening to see them harassing guests who have legitimate service animals. If it wasn't for the late hour and the fact that we were exhausted from our travels, I would have checked out and driven back to Los Angeles. The way I was treated made me feel uncomfortable and unwelcome, and it was disappointing to see such discrimination towards individuals with disabilities. I would not recommend this hotel to anyone who needs to travel with a service animal, as it is clear that they do not know how to properly accommodate and respect...