SureStay by Best Western San Diego Pacific Beach — Hotel in San Diego

I stayed August 2-4 while in town for work and had no issues. I booked again August 9-11 and had to extend my stay through the 16. I called Friday around 3’o’clock am and spoke to a male attendant and explained to him I had to extend my stay but wanted to switch rooms. The room,209, had a leak in either the tub or toilet and soaked the bathroom after every shower. I work nights and requested a quieter room also if possible. The gentleman had to call me back after their system was updated and he let me know a room on the third floor would be available for me to switch to but it was currently dirty. He made a note of the room number and told me house keeping arrives at 9, will request for it to be cleaned as early as possible and for me to transfer to the room. Fast forward to about noon that Friday, I call the front desk to ask about my new room. It’s a lady this time, who tells me she was made aware of the room change but it can’t happen and I’d have to check out and check back in at 3 because the room wouldn’t be ready until then. So the room went from dirty and needed cleaning to occupied and they didn’t know when it would be empty? And if I was told misinformation, ok, but why didn’t I get a call letting me know I couldn’t switch like I was told and had to check out? I was extremely upset and irritated as I sleep in the daytime to work my night shift job. I also asked if I could be notified when the new room was ready, she took down my number and I never received a call. I came to check in and it was another lady who wasn’t made aware to notify me.

On Sunday 8-13 I called around 7:30pm before heading to work to request room service. She verified that it would be for Monday morning (today) and I said yes, I wanted to call since I was leaving for work and wanted the room cleaned before I came back. I asked if she needed my room number, she verified it before I could tell her and told me I was on the list. I got off of work this morning, ran errands and got back to the hotel around 10:45. My room was not cleaned yet, but I saw the cleaning lady a few doors down. I showered and left to give her space to clean once she made it to my room. I got back to my hotel shortly before 2pm and my room was STILL not cleaned. I called front desk and told them my room was skipped and she proceeded to tell me I wasn’t on the housekeeping list. What?? She said “ you have to call the morning of, she might’ve put a note but we didn’t get it so requests have to be made the day of”. That’s the biggest and laziest customer service reply I’ve ever heard. So because the front desk can’t communicate or run a hotel effectively, guests aren’t accommodated as they should be?? The customer service and lack of accountability at this hotel is horrid. The gentleman i spoke to Friday was nice and professional but the two ladies bounce responsibilities off each other and don’t care how they inconvenience you. Very stressful when it shouldn’t be.

Parking is free, lot on both sides of building. Location is close to restaurants and grocery stores.

Breakfast is scrabbled eggs, sausage and tater tots with waffles and bagels/pastries. It’s the same every morning.

Towels could use an upgrade, almost every one has gray or black stains, hair and other questionable items.

update They had plenty of time to follow up with me and did not. When I would call the front desk after posting my review, no one would answer yet picked up when I called from another phone. My keys “miraculously” stopped working this morning after being there since Friday. If they focused more on customer service instead of being petty, maybe they’d have repeat customers. My review was on the morning of 8/14 , i checked out today 8/16 and management posted their bland apology/reply minutes after I checked out. Same reply to most reviews on here. Steer clear of this...

The rooms are small, hot, and dirty. The management staff is lazy, dishonest, and extremely unprofessional. I checked into my room to find two swarms of gnats. When I spoke to the front desk manager, Malea, about the issue the next morning, she laughed in my face and said, "That's what happens when you stay at a pet-friendly hotel." I came back to my room in the evening to find that the bugs had made themselves comfortable on the sheets of my bed. Malea had never sent anyone to the room to take care of the issue.

I was finally able to get someone to come and fumigate the room, but there were still stragglers that would pop in the early morning and late at night for the rest of my stay. When I checked out, I asked Malea if I would be reimbursed for the bug issue. She said I should get an email in the next few days.

A week later, I called the property to inquire about the reimbursement. Malea denied that I had ever stayed at the property, denied that there were ever bugs in my room, and denied that I had ever spoken to her about the issue.

I was transferred to the general manager, Charles, who promised to refund me 20% of my total bill. I waited another week, but I had not received a refund. When I called the property again, Charles said he would speak to Malea and take care of the situation.

Another week went by, and I still had not received a refund. I called the property again and spoke to Charles. He confirmed that I was supposed to get 20% refunded, but Expedia needed to approve the transaction. I was not told this information until after I had been in contact with management for weeks.

I got in contact with Expedia, who then contacted the front desk of the hotel. Malea did not transfer the representative from Expedia to Charles the general manager. Instead, she lied and stated to Expedia that I was to be refunded less than 5% of my total bill.

It is now over a month since I checked out of the hotel, and this issue has still not been resolved. I have tried to contact Charles over the phone, but his voicemail box is full or Malea has refused to transfer me to him.

I am completely disappointed and shocked by not only the sanitary conditions of the hotel, but also how they treat guests with their valid issues or complaints. I would strongly recommend staying at a different hotel if you are staying in the San Diego area. This was by far the worst experience I have ever had at a hotel.

Edit:

It is now over 5 months since I have checked out. My money has not been refunded as Charles claimed he would. In addition, Charles you indicated in your response months ago you would reach out to me. You have all my contact info from all my emails and phone calls why haven't you...

Overall not a positive stay, and we definitely feel like it was not worth the price we were charged. The room itself was very small, and we had only been given one body towel. Even though we had listed in our reservation that we had 3 adults in the room. The shower was difficult because of how inconsistent the water temperature would be. No matter at what level it was at, the water would go from freezing cold to extremely hot. The fan in the bathroom did not properly work, which was disappointing considering how loud it was. One of the bed sheets had an odd orange stain on the corners. The pool was virtually useless. Even on the hottest day during our stay, the pool was freezing. We tried sucking it up and just diving in, hoping that it would warm up as we swam around. But no, the water just began burning. And our keys did not work. We had to go down to the office every single night to get them redone. But above all these issues, my biggest complaint was the staff. Some of our issues were fixable, but every time we asked for help from staff it was like pulling teeth just to get assistance. The woman who worked in the mornings was very unfriendly and rolled her eyes at me when I went down to the office to request more towels. On our 3rd day, we called down and requested housekeeping service, again the staff member on the phone huffed, said ok, and hung up before I could explain that we just needed trash taken out and new towels. It didn't end up mattering because housekeeping never came. I called the next morning to again request service and explained that we never got it yesterday. Each time we had to go down to the office to have our key remade, the staff member would act inconvenienced. As though it were our fault that the equipment wasn't working. On our checkout date I called down to the office and asked if it would be possible to get a late checkout, the staff member said no because they only had 1 housekeeper. Understandable, but by 10:50 we were getting phone calls from the front office. When I answered the staff member angrily asked if we were leaving or extending. I repeated that we were still checking out, and before I could finish my sentence the staff member hung up on me. My partner went down to the office to check out, and requested a receipt. The staff member said "no, we'll send you one later via email." My partner tried explaining that we needed a printed receipt, and the staff member interrupted him and repeated even louder "we'll send you one via email!" Still haven't...