Homewood Suites by Hilton San Diego-Del Mar — Hotel in San Diego

I regret to inform you that the following account is true. During my regular business travel to San Diego, I chose to stay at Homewood Suites due to my loyalty to Hilton and the quality of their accommodations. As a loyal Hilton Honors member for over ten years, I have never experienced such poor service as I did this week.|I checked into the Homewood Suites at 11025 Vista Sorrento Parkway. on Monday, February 24th, and was assigned a room on the second floor. Upon entering my room, I adjusted the thermostat to a warmer temperature.|On Tuesday, I left for the office and responded to a text message from Madeline, informing me of a pending fire alarm and requesting maintenance to check my heater. Cedric, the front office manager, kindly replied that maintenance would be sent up as soon as possible.|Upon my return on Tuesday evening, my room was still cool, so I adjusted the thermostat again. On Wednesday, I arrived back to a very cold room. I called the front desk, and maintenance arrived within minutes. The maintenance personnel informed me that the heating element required replacement and would not be replaced until Thursday. I requested to be moved to another room but was told that no rooms were available. The best they could offer was to deliver a blanket, which they did.|On Thursday, I received three calls during my workday, which was difficult to manage. I was informed that I would be relocated to a room a few doors down. I informed them that I would return to the hotel as late as 8 PM and was instructed to check in at the front desk to receive the key for my new room.|Upon my arrival at 6:45 PM, the front desk attendant began the process of assigning me my new room. She was using her phone during the check-in process to resolve a call service issue with her cellular company. I remained courteous and quiet while she multitasked. She handed me the key for room 340 and instructed me to return the key for my current room once I had moved all my belongings. Although it was inconvenient to move to another floor, I decided to be grateful for a room with heat. The relocation took me 45 minutes to pack and unpack, and I was able to start my work activities by 8 PM.|At 9:45 PM, I received a call from the Homewood Suites front desk. The person asked if I had moved rooms, to which I replied yes. She informed me that I was in the wrong room and would need to move. I expressed my disbelief, as I was ready for bed and in my pajamas. She insisted that I move because it was against policy for me to stay in the room. I explained that I was tired and not prepared to move my things. She insisted and offered to help me relocate. I hung up the phone.|I waited for ten minutes, but no one came to my room. I called the front desk and asked when help would arrive. She responded curtly, stating that she could not come immediately due to other customers. I asked why staying in the room was against policy, and she explained that it was not the type of room I had reserved. I clarified that I did not choose the room. I asked if I would receive credit for the inconvenience of moving twice. She replied that I would not receive credit for the relocation but could contact the manager regarding credit for staying in a room without heat for three days. I became very upset and stated that I planned to log a complaint with my business travel department. She reiterated that I could not stay in the room.|I began packing my things, feeling very upset. At 10:30 PM, I received a call informing me that I could go to bed and sleep in the room.|This experience represents a terrible display of customer service. Homewood Suites at Del Mar has treated me with disrespect, without compassion, and has inconvenienced me beyond description. They have tarnished the Hilton brand. I have been cold for an entire week and was almost bullied out of my room due to a front desk attendant's error. Homewood Suites has lost my business, and I will inform all my coworkers not to book with your facility. I will also recommend that my company removes your facility as a recommended site for accommodation for...

We stay in this hotel for two nights.I was forgotten look at the closet before we leave as my b/f rush me & left couple clothes on the closet. I tried couple time reach them by the phone in the same evening (7/6/2018) but none answered the phone.Finally someone answer the phone & she put me on the hold.i stay on the line over 15 min & none back to me.I called them next day/Saturday & asked for their manager or GM but I send the line to the front desk manager.then she said I must talk w housekeeping manager about my issue and that person is left for the day and call back tomorrow morning .Sunday morning we drove to the Homewood suites in Del Mar again & asked for the manager.But none let me I talk w their manager.Receptionist just called the someone from house keeping department and receptionist(Riana) explained to her that I m difference than other guests that they lost their stuff,too.But house keeper lady without any search or any positive reaction said ,we didnt find anything. But I m 100% positive that I left at least two of our favorite clothes in that closet. I told them I will call to the corporate office & let them know about my lost items that you are ignoring.The hotel receptionist (Riana) was very rude & said go head and call them.they will tell u the same thing .I called their corporate office on Sunday and they told me that their General manager will contact with me .But today is almost 5 days passed & none contact with me.I send them an email again last night & I didn't hear anything until this moment. Monday morning ,I called to talk with their GM but they send me to his voice mail.The voice mail was for a lady voice.Then I called them again & asked for conforming the voice mail for GM, Beau Desjardin and they said it is his voice mail and he didn't change yet to his voice!!! I left a message for him to call me but he never did it.I m warning you if you forget anything in your room then none get any responsibility.Hotel ignored you & even don't want go & look at for your stuff.They have all guests info & they can call us if we left something in our room But they didn't care about guests lefties stuff.I will follow up with my complaint because that clothes were our favorites & I just call them the same day that I left.I dont have any ADHD ... This hotel need better responsible and caring personal.It seems their house keeper put our clothes in the trash in place of holding lefties stuff for their guests over 90 days by their hotel policy.....

After a week of my follow up with the corporate office, finally homewood del mar assistant GM, Beau called me & he said he found two pieces of our clothes that we left in the closet.I asked him maybe it was more clothes but he said ,he didn't know.He told that he will mail it for me last week and would send me an email for the mailing proof the same day. But today is July 20,2018 & I didn't receive any email from him & I don't get my clothes either... This hotel really need better staffs from top to bottom... I will never back to this...

I stayed at this location a little over 5 years ago (2017) and the quality has gone down a lot. I know things can change over 5 years, but it changed for the worse. However, the staff was friendly and very helpful, which explains the 2-star rating out of 5. To be a Hilton hotel and considering the price of rooms, this location didn't meet my expectations compared to 5 years ago. Maybe it has gotten new management since then and budgets have been cut. Not sure if the low quality is post-covid related, but I was extremely disappointment with the quality of the food and service (i.e., hotel shuttle) at this location. In comparison, the hotel shuttle service at this location 5 years ago could have been used to take guests within a 5-mile radius in the area. In contrast, I asked about the shuttle service and the front desk representative on duty at the time didn't know what I was talking about. She did say they have a shuttle service to bring you to the hotel, which I didn't need. This hotel location also served both breakfast AND dinner 5 years ago. Dinner wasn't served on the weekends. In contrast, the hotel only now serves comp breakfast. The quality of the food was not palatable. The breakfast juices were orange and apple. The apple was decent, but the orange juice didn't taste like real orange juice. It tasted more like low-quality watered-down orange juice you might buy at a gas station, Dollar Tree, or 99 cents store. The restaurant, Bistro 39, the food was nasty to me. I purchased the fish tacos (a bit spicy) and that was decent and edible until I got another order the next day and threw it down the garbage disposal. I tried 3 different foods on the menu; the pizza, though edible, was extremely and noticeably greasy unless you like greasy foods. The soda drink I purchased with the second order of fish tacos was a watered-down fountain drink. I couldn't finish it and threw it down the sink along with the fish tacos. I did get the calamari 5 years ago and probably should have stuck with that during my stay, but this time around it may not have been good like 5 years ago. So, to be fair, since I didn't order it this time, I can't compare. I decided to just do Uber Eats during the rest of my stay. Not sure if all Homewood Suites locations are now like this regarding possibly reducing the quality because of budget cutting. I am scared to waste money and find out. I won't stay here anymore and...