Hilton San Diego/Del Mar — Hotel in San Diego

I had one of the worst and most disturbing experiences ever at this hotel. We checked in, went to the races, came back, and I got ready for bed while my husband went to the bar to socialize with work friends. Since he was coming later, I couldn’t lock the deadbolt or the security lock. I was in bed - alone - when a strange man entered my room with a key, started to yell and curse, then slammed the door and left. I was not asleep, but starting to fall asleep, so by the time I was aware of what was happening he had gone. The front desk then called me to ask me who I was and how I was in the room. I of course said we just checked in today and said - someone else just came in our room yelling - what’s going on. The front desk person then wanted to know who specifically checked us in, because apparently they had MULTIPLE rooms where people were checked in but then immediately checked out, so it appeared the rooms were unoccupied. However - our keys still worked. At no point did this “checking out” deactivate our keys or do anything to our reservation that we could see. The person who came into my room was clearly angry - likely not at me but at the hotel - but it’s still an unbelievably uncomfortable and potentially dangerous situation for everyone involved. Even if this hotel was the nicest hotel ever - which it’s not - it would be getting a 1 star review from me. They failed at one of the most basic aspects of providing a hotel room, that being to provide us with a room to which no one else has access.

UPDATE: With whatever issue occurred, our room was rekeyed sometime during the night after the event, without us being informed, so my husband wasn’t able to get into our room when he came back during the night after his work party. If our room was going to be rekeyed after the booking discrepancy was discovered, they could have at least told us and given us new keys. You would think a phone call or more appropriately the manager walking down would have been in order. We spoke with the manager the next morning, who did apologize and gave us new keys and told us our room would be comped for the night. We had a very early flight so we were checking out at 3:30am, and went to the desk to check out specifically because of wanting to confirm what we would be charged. When we tried to check out, the front desk person said he was in the middle of his night audit and couldn’t check us out but would do it when he finished. He wrote down the email address to send the final bill. Fortunately, we checked the bill when we finally got it much later in the day, because we were charged for the night that was supposed to be comped. We had to call the hotel to resolve this, and were told they could see the manager had comped the room but couldn’t explain why we were still charged the full amount. If we hadn’t checked the bill, we would have been charged for 2 nights despite our room having an approved comped night. The billing issue just compounded the frustration level...

Below is my survey letter to Hilton:

Our experience at your hotel was WONDERFUL. I checked in late on the 15th and the gentleman at the front desk was incredibly gracious, kind, and welcoming. My apologies, I didn't catch his name but he wore stylish, thick, black framed glasses. PLEASE, look at your records because HE SHOULD BE RECOGNIZED for his outstanding service. The front desk first impression is vital and he certainly made it a great one.

The following evening, my mother and I met some friends in the bar area downstairs. I decided to have a Martini and asked our server, Sirn, if there might be blue cheese stuffed olives available. With a very sincere and apologetic tone, he informed me that the hotel used to have them and that they would individually stuffed their olives with FRESH blue cheese. Unfortunately due to the current staffing shortage, they no longer have them available. I was sad to hear this but completely understood. After a few minutes of waiting for our drinks to arrive, Sirn delivered my Martini WITH A SIDE OF FRESH BLUE CHEESE STUFFED OLIVES!!! I couldn't believe it! I looked at him and said, "I thought you didn't have these", to which he replied, "I had a little extra time, so I stuffed them myself... enjoy". I was blown away at his extra effort to fulfill excellent customer service. I even mentioned Sirn's efforts to Ms. Valdez when she was stopping by each table to personally thank guests for being there. Again, great dedication and care.

The next morning, we decided to have breakfast before checking out. While walking to the dining room, we noticed a wonderful fragrance as we passed the restroom area. It was SO lovely that I HAD TO ASK, "what is that scent??". Joe Kuhn happened to be the gentleman I asked. He said he had no idea BUT, if I had a few minutes, he would find out. A few minutes passed, and Joe came back to our table and apologized for the wait. He said he was going to check with his housekeeping supervisor if I didn't mine waiting a few more minutes. I said we were perfectly fine and don't mind at all. Sure enough, after a brief wait... A super friendly and excited gentleman handed me a piece of paper with all the information about the fragrance. His name escapes me, but he introduced himself as the Hotel's housekeeping supervisor. The pride and enthusiasm he had was intoxicating. I wish more people felt that way about their jobs.

That also reminds me to mention Jeremy, another server. At breakfast, he ran our order out to our table. His energy and light was beautiful. Truly made our morning breakfast that much more enjoyable.

I hope each one of these employees (from server to management) get recognized and are truly appreciated. Hilton corporation is LUCKY/BLESSED to have them. They truly left a lasting impression on us.

Thank you so much for making our stay...

Hotel is in an excellent location from freeway, beach and local entertainment/dining. Have found it convenient to Whole Foods and grocery stores for easy of quick beverages and miscellaneous necessities. Excellent proximity to the Horse Track. So excellent you can smell the horse matter, but that's expected. No big deal.

Here is where it gets hazy- the photos online are extremely misleading. This day and age what hotel is depicted accurate, right? We'll this was a doozie. Very run down looking property. Clearly renovated circa 2010-15 and neglected since. Rooms are mostly clean. Need updating.

Corridors smell of dog urine badly. Especially eastern elevator area. Want to go in the pool or hot tub? That closes at 9, which seems absurd. They will run out at 9 on the dot and kick you out. OK fine, there's a hot tub the size of a cup of noodles in the corner adjacent to where horses are kept on the adjacent property. It stinks out there. Not just of horse popp- the rooms adjacent have a patio with artificial turf laid over rocks. It REAKS of dog urine and poop. Horribly. Every evening for the past 4 of 5 nights we have been here. There's simply no getting around the smell of dog pee in this place. I own two great Danes, this scent at a hotel is ridiculous and off putting. Additionally in the same area we saw a couple quite literally getting it on in the hot tub, so we skipped it the rest of our trip.

There's also cockroaches. Several. Saw them outside saw them inside! Whats even better is where guests leave their food trays or garbage in the halls as typical but they aren't taken care of for several hours. We left for lunch around 11 am and came back at 930 pm and the same room service and trash was still out in the same locations. Could be why there's ants and cockroaches? Also doors are propped open on the first floor where we saw a roach enter. We had an area of larvae we had to take care of in our room because no one came after telling them.

The firepits in the photos are for the restaurant only, and the heaters do not work.

I've expressed this with the front desk, no apology made, basically was told what do I expect after the roaches, it's a constant battle. I called hilton and was told someone would reach out. That has not happened.

Parking is 35 a night at a hotel that doesn't need to charge that on a non race day. Overall, this is a glorified best western style hotel. Very loud and noisy very minimal in amenity. Personally very disappointed and will likely be continuing business and pleasure with Marriott.

I have a holton grand vacations appointment coming up to consider how to spend our vacations more feasibly and I'm bit feeling hilton is with it like they used to be. This is an solid...