Residence Inn by Marriott San Diego La Jolla — Hotel in San Diego

My family and I enjoyed our stay and had a nice time in our room. My son just turned 10 and due to working extensive hours and taking proper Covid precautions we where not able to host a birthday party for him. He loves staying in hotels so this was the next best thing. Other then my initial experience checking in to the hotel we had a nice relaxing time. However when I first arrived I was very upset at the check in process. I was greeted by a kind young woman who’s name tag read “supervisor” on it. There was another woman there with a name tag of Monic. She was helping another person at first. My transaction with the first young woman, supervisor was almost complete and she was getting ready to make me room keys when she ran into a problem with the key maker. She had us set up in a room that would have been perfect to surprise my son with and I was very much looking forward to it. Monic rudely stepped in and said out loud to the supervisor, “We normally don’t give that room”, and ignored me as I stood there awkwardly waiting while she was talking back to her supervisor. She proceeded to take over the transaction stating that she had to change what her supervisor had just done and place me in a different room. When asked why did it change since we where already done with the initial transaction she said “oh we don’t give those rooms out”. This came off both insulting and belittling. The supervisor asked her kindly why did she change it and Monic rudely and coldly replied “I don’t know how she even got that”. I felt that was very unprofessional and disrespectful. After she ignored the supervisor and handed me my room keys I went for my son and husband and got into our room. The room had urine in the toilet and on the seat and the couch was out of sorts with cushions that needed to be put back on and I was not comfortable letting my son use that bathroom. I called the front desk and explained what was going on and kindly asked if we could please be placed in the room I was originally supposed to have. The same girl Monic answered and said “No those rooms are all sold out.” She said there was a misunderstanding and those rooms all got sold out when I walked out of the front desk area. I was very upset at being lied to but I picked up my things and moved my family out of that room. As I stepped out I saw the supervisor and waved her down, I let her know I was upset and she was very kind and apologetic to my situation and said she would do her...

I've been a member of Marriott since 2004, and we've stayed at many Residence Inns over the years. We planned to stay here for 6 days for family vacation. It started off badly because we were met at front desk with some very unprofessional attitude, from an individual who wasn't very helpful with dealing with an issue, that was because of their system, but I had to call Marriott rewards support to address the problem for them. Not what you'd expect from a Marriott employee. This is a very old facility, so the smell of smoke was clearly there in our room, as well as gnats flying around. It was just bad. We had very loud neighbors and what sounded like drunk guests in the parking lot fighting our first night. Loud cussing that woke us and the kids up. As a result, we decided to leave the hotel and find another Residence Inn locally because of the gross smell, gnats and noise. One other hospitality issue I had... we have a dog and I know we are responsible for the one time non-refundable pet cleaning fee, and as we left, because of hotel's issue, we had to pay it. What stinks is because we had to move hotels, because of the low quality of our stay, we essentially had to pay a one time pet fee twice for our vacation because of having to find a second hotel. I don't think that was right. Combine that with a lost day of vacation due to no sleep and having to find new hotel, re-pack and move to new hotel, it just was a really bad experience and I'd suggest you stay away unless you're ok with an old hotel combined with some potential front desk bad attitude, noise, bugs and bad smells. Cherry on top of all of this, as I checked out, one front desk lady was very nice, but the other front desk guy (who was friendly) suggested I not take a lower room to avoid noise... I don't think it was his intention, but a solution to the problems at a hotel doesn't lie on guest to know better how to book a...

Unfortunately, my recent stay (06/23/2024) at Residence Inn La Jolla was cut short due to a parasitic infestation in building nine. Shortly after settling into my suite, I observed a red bed bug crawling across my pillow. I removed the bedding to check for additional parasites and found small carcasses along the edge of the comforter. A rather large bed bug/tick was also identified on a throw pillow sitting on top of the sofa. I began to itch and thought it might be a nervous reaction but quickly found multiple bug bites across my extremities, upper back, and forehead, all of which were red and swollen. I was so upset that I began to look for alternative housing arrangements but ultimately stayed put (albeit in a different suite) seeing as it was late and I was unfamiliar with the La Jolla area. Although the new suite appeared clean, I was unable to rest due to the physical and emotional distress brought about by my unpleasant encounter with the bed bugs, so I checked out first thing in the morning. At this point in time, the itching has not yet subsided.

Needless to say, I am truly disappointed in the establishment's sanitation protocol and cannot recommend it in good faith. However, I would like to thank staff member Peter, who saw me in a state of panic and guided me to my new suite in the middle of the night. During checkout, I was also able to speak with Jay and Tracy, who hold managerial positions at this location. They assured me the place would be thoroughly vetted and treated by a third-party contractor. I hope this is the case as we customers place our trust and safety in establishments that carry the...