San Diego Marriott Mission Valley — Hotel in San Diego

I am in a Marriott nearly every week. As a Platinum/Titanium member, I reserve my rooms on the Marriott App with the typical Confirmation.

I have stayed at Marriott Mission Valley, San Diego many times. Parking has been a management-admitted problem on the last 4 or 5 stays (selling more spaces than available, charging even though there was no on-site parking and had to park off site). Because of our problems in the past, I called ahead to see if parking was going to be a problem for our truck and trailer, and if so, I was going to make other arrangements. I was told that we had to park it on the street (even though there is no street parking, and on reflection, our vehicle would have been towed). We made other arrangements for the truck and drove a car.

I arrived late (after midnight), and had to be buzzed in. As we entered the large lobby, Kelly, the on-duty manager, yelled across the lobby that the floors were wet. My husband immediately stopped in the middle of the lobby because of his two replaced knees and recently reconstructed ankle. He asked her if they had any parking available or was parking going to be a problem. She yelled back that we might have to park off site and the hotel is not liable for damage or theft, but there would still be a fee. He asked again for clarification about parking, particularly handicap, since it’s been an on-going problem. She became upset that he spoke to her loudly and refused to check us in. When I pointed out to her that we had a confirmed reservation and that I was a Platinum/Titanium member, she told me she has the right to refuse service to anyone and was calling the police if we didn’t leave. I asked her what her name was, but she refused to provide it. She ordered the security guard and maintenance guy, Josh and Felipe, to walk us out. They were very nice but could not do anything about denying us a room.

It was now 1am and Robert, at the Rewards Customer Service, apologized for Kelly’s actions and was very helpful. I requested and he arranged to get us a room at Liberty Station, a beautiful location on the water. We were greeted by Tremond like we were coming home. What a dramatic contrast. He was so welcoming. We later heard from Dennis, the Assistant GM, who apologized and offered us free parking on our next stay (hard to ignore the irony).

My stays in the past have been what I’ve learned to expect as a Platinum/Titanium member from Marriott, and it’s hard allow one bad experience to poison the well, but there are far too many Marriott options in San Diego who appreciate my business. So, as long as Kelly is at Marriott Mission Valley, I won’t be staying there. Being treated so rudely and stranded in the middle of the night is not so easily undone with one night of...

Beautiful hotel, decent lobby with sofas everywhere to lounge on.||Rooms are renovated but show signs of being rushed, no bathtubs (a huge deal breaker for me) only showers with doors that won't close completely so expect puddles in the restroom. The makeshift closet with hangers is in the restroom with the shower so sensitive clothing and equipment should not be stored in there as it steams up fast. Water flow is terrible in the shower due to flow restrictor.||TVs have inputs where you can plug in your own media source, and can also login to your own Netflix account to stream on it (innovative feature)||Morning time checkin and front desk was extremely awesome really love them there was a short Asian lady and maybe a guy named Evan young glasses white. They are the benchmark of awesome in service was so fun to talk to them on the phone too. They are inviting and nice.||Reading other reviews I realize they must all be talking about the same night time host desk a black lady glasses long curly hair was too busy watching some video or playing around on the computer and couldn’t be bothered. Would roll her eyes and take a deep breath whenever you talked to her. She really needs a different job, retraining, or moved to another department where she doesn’t have to deal with customers because she sucks a new one and personally would’ve fired her if this was my establishment. (Family previously owned Bristol hotel before selling it) I personally experienced her no eye contact attitude like I was bothering her when requesting a towel. I also witnessed her give a massive attitude to a food delivery guy and straight up ignore him until he left the food on the counter and left angrily. She’s the main reason along with the bad shower designs for the lower rating and I most likely will never stay here again. Personally have plenty to choose from being top tier at Hilton and Platinum elite here.||The upside Silvia and JC (Juan Carlos) really brightened the mood. Morning breakfast here is excellent with assortment of bagels, pastries, fruits, omelette bar, and more. If you want in-house breakfast this is one of the best.||I’m an elite level Marriott Bonvoy rewards member and the lounge here with the 24 hour self serve snacks and beverages is better than most! They really go the extra mile here for their elite loyalty.||This trip would’ve been perfect if I didn’t find the front desk night time host so offensive because the overall convenience of the location and the even the pools are pretty good and the value would’ve exceeded the experience.||Not everything is perfect but this hotel definitely could use some improvement I'd give it a try again, avoid the night time host and you will have the illusion the it is...

Edited to note a disappointing interaction: At checkout, we encountered an employee in the elevator who was delivering welcome amenities of Voss water and some confections. We asked about them and they said they were for Ambassador members, which we are. We have never received any kind of welcome in our room or after checking in, and this is our third visit to the property. We inquired about this at checkout, and a different employee stated that there were only on a select basis. When I mentioned there were multiple ones being delivered, they responded that sometimes they have multiple ambassadors staying at once, which seems to negate the “select” portion of their previous statement. A quick search online in the ambassador group seemed to conflict with the information given, as well. On our most recent visit we had chosen this property after being evacuated due to a fire, and expected better, but I will refrain from changing my star rating until I can confirm. A standout in a valley of lackluster options. Check in process was cordial and professional, and our first room was clean and a nice cool temperature despite the heat wave. The second room was a little worse for wear, but clean as well. The M Club is open at this property. During our visit, we enjoyed breakfast in the morning and light appetizers during the evening. The breakfast service in the lounge is stellar, Dee and Erica provide genuine warmth and make one feel very welcome. We stay at Marriott properties all over the west coast and this lounge team really stands out. I adore making myself a latte with the on demand espresso machine and syrup, and the made to order omelets look spectacular. There’s a nice selection of pastries and the usual hot items as well. The evening selections included light hot appetizers and dessert bites. The gym is well appointed and clean, but there are mosquitos occasionally. The laundry room is very appreciated. My only suggestion would be for a evening clean up of the laundry room, as the sad reality is some folks seem to have trouble cleaning up after themselves. The pool is large, but can fill up quickly during peak hours. Parking is pricey, and doesn’t offer...