Homewood Suites by Hilton San Diego Downtown/Bayside — Hotel in San Diego

want to start off by saying I have been traveling for 4 years and stay in hotels on a weekly basis, I understand how customer service should be and hotel etiquette works! Unfortunately this hotel lacks customer service and hotel etiquette!

I booked two suites at this hotel last Thursday through Sunday for my brother bachelors party! I am lucky enough to be the best man and I wanted everything to be perfect for my brother! My brother arrived before me and I said go ahead check in I already did it online and my card is on file; the Front Desk lady kept telling my brother before I got there that I had insufficient funds for the hotel. I get there and I say that can't be the case it's probably because of the $1600 bill you are charging me for and my bank isn't allowing but nope she kept saying it in a vey condescending way and trying to embarrass me! In the end it worked out and I took care of it but it didn't stop there!

We asked for 5 towels to be brought to our room and we had to wait over an hour for the hotel to bring us 1 towel! They handed us the towel and didn't say anything and walked off!

Next I called and asked for a plunger the toilet was clogged, I called and waited two hours and no one ever came. We headed out for the night but before I left I stopped by the front desk and I asked them if they can go into the room and take it of it! In a very rude way they said yes! We came back at 2 AM and nothing was taken care of and the room stank! When I called down for the plunger I have a guy say "Here" and walk off!

I then received a call from hotel management saying that at 3:30 AM a lady said a group of guys knocked on her door and she felt threatened! There were a lot of group of guys at the hotel! I first apologized to the lady and she said that next time something happens she'll ask her to leave! I asked her if she reviewed video and saw if it was someone from my party she said I don't know and no she hasn't! I explained to her then this is hear say because I was the last one to go to sleep and everyone was in there room before 3 AM that night so that doesn't make sense.

So the rest of the trip I had to make sure that nothing happened and that everyone was on their best behavior! At no point I had any piece of mind because these people were so rude! And not welcoming at their hotel!

Those were the main events, I then went to check out and the lady asked how my stay was and I said horrible! The lady said I am taking a note and will have management call you, I have yet to receive a phone call!

Then I called corporate and let them know everything that happened, the lady I spoke with on corporate after I explained everything to her said "Ok, I have to call the hotel and verify this and you'll hear something in 72 hours!" I said to her that's it? There's no apology and when I say that under her breath I hear her say "Oh My God!"

I still haven't heard anything from corporate and haven't heard anything from management!

I will never stay at this hotel or or a Hilton again! There is no hospitality at this hotel and they truly do not care about their guests!

DO NOT STAY AT A...

Sadly it started at check-in. We decided to do a staycation and get a nice roomy suite near where we were parasailing.

I received a notification that my 2 bedroom suite was ready around 1p but to check in at the desk because the electronic key was not working. Knowing check-in was not until 4- we we're really excited. My sister and I headed there with my teenage daughter and her 2 toddlers. My sister unloaded all are luggage's onto the car at valet with NO assistant from any attendant that was standing there, I made my way in with all the babies and was advised the room is NOT ready but it will be ready earlier and they will call me on the number provided to come back. But we can leave our cart with all our belonging with valet.

The valet was extremely rude and unhelpful. We advised them of the room situation and they did not offer to hold our things until I clarified that the desk notified our things can be held so we would not have to load everything back up.

Now, we had to kill time until our room was ready. Never received a call, returned to the hotel @ 4p and was advised he was unable to locate my name. Long story short- he said I was already checked in and reads a note that stated "call Vanessa when the room is ready with my contact number listed." I had not received a call at all.

As we arrived into our room, unloaded. We realize the bathroom sink is not working nor the telephone in the bedroom. I call for maintenance- he arrived I answer the door and walk to show him which room- I stepped on the plastic where the tile and rug meets....to my surprised I stepped on staples or something sharp sticking out of the floor. It punctured the skin on the bottom of my feet and bled. My daughter grabs a towel and the maintenance man was a bit confused then noticed the blood and the floor. He said it was suppose to be fixed and I realized it was numerous sharp staples coming out of the rubber.

I had to call and complain to the hotel manager. I have toddlers running around and advised what happened and all the problems in the room. I requested to change rooms...meaning we have to repack and load everything back up. He said he would call me to provide new room number....as the maintenance man was repairing the problem I asked if I can at least get a band aid and some type of alcohol to disinfect or a first aid kit. About 30 min has passed. I call back approximately 45min later and receive the new room number on the 3rd floor.

Being in the medical field for over 15+ years and now working with a personal injury attorney. I know the infections this could have caused, the situation could have been much worse if it was with one of the babies.

Not only did I not receive a phone call to follow up on the situation with my INJURY, which I should have filed a claim and followed up with a lawsuit. There was no accommodations for all the issues we had to endure.

I have never encountered such horrendous management. This is overall the worst experience I have ever come across. I wish no one ever experiences what we had...

I just packed up my family and left this place at 11 PM—unbelievable! When we first checked into our room, we noticed an unpleasant smell but couldn’t identify it. We thought it would dissipate after we explored the area. Once we returned and got my two kids showered, I finally took a moment to lie down on the bed. I kept telling my husband that I smelled urine; it was overwhelming. I even sniffed my pillow, blanket, and clothes but couldn’t pinpoint the source. When my husband came over to check, his reaction said it all—he was immediately disgusted. The bedding was soaked with urine. I jumped up and rushed to the front desk.

Housekeeping came to inspect and confirmed it was indeed urine! How revolting. They changed the sheets and pillows but assumed we would be fine sleeping on the mattress itself. This is a serious safety hazard, exposing us to unacceptable hygiene standards. It’s outrageous. It’s clear the bedding had never been changed, leading us to believe an animal had been on it before our arrival.

This isn’t the first time this hotel has let us down. When we checked in a few months ago, we found dirty dishes left in the sink. We reported it to the staff, who promised to clean it, but when we returned, nothing had been done. We gave this location another chance solely because of their customer service.

Never again! The person in charge of housekeeping needs to be removed.

I’ve already contacted Expedia, and they’re pushing for a thorough investigation into this establishment due to numerous complaints. Hilton needs to be made aware of this situation immediately.

Edited: 4/23/25 since I can’t respond.

Thank you for your response.

I must clarify that your statement is inaccurate. I understand you're trying to protect your company's reputation, but let's be honest here.

I never noticed any dots on the blanket; the entire surface had a strong smell of urine. Please refrain from calling either my husband or me a liar.

Additionally, it's quite ironic that you claim this issue has never occurred before, especially when your own staff has acknowledged that it has become a recurring problem at our hotels. Even Expedia, my preferred booking platform, has mentioned receiving complaints. I felt it was important to share my experience publicly.

The bedding and mattress both had a persistent urine odor. That is my experience, and it cannot be dismissed. Your staff was unable to identify any vacant rooms and began assisting another guest instead. I suggest you review the security footage. I waited for assistance, but after housekeeping confronted my husband about the urine smell, I made the decision to leave, as I mentioned during our phone call.

I appreciate you changing my wording, but it would have been more considerate to offer a drink rather than respond with a misleading narrative.

To add: the hot tub was completely geeen and we...