Town and Country Resort — Hotel in San Diego

Mixed bag, for a "Resort"

The Good:

The main part of our room was very nice and clean. The balcony view was amazing. (Though the main building is shaped like a "U" - and we did notice that some rooms have balcony views of the wall where the "U" shape starts.) The food we were able to eat, tasted good. The pool area was lovely.

The Not-So-Good:

There was a long line at check in. An employee encouraged us to check in online, which we did. While being expedited was appreciated, the employee essentially handed us our keys, gave us no other information, and moved on to the next. It was our first time staying here. We didn't know where our room was, we didn't know where the parking structure was, and as it's a big property, some guidance or a map would have helped. We saw the employees at the check in desks give each guests info on what to expect, a map, etc. - the kind of check in experience we were hoping for. I had to ask the employee who "helped us" for wristbands for the pool, because I'd seen that you needed them on the website. The person who helped us, while not rude was not engaging. We just left the check-in experience rather confused.

Then, after we parked in the structure, we had no clue where to go. We asked a different employee, who was very nice, but told us it was his second day on the job. He walked us to the wrong location twice, a very long walk from the parking structure with all of our bags, before calling his manager to ask where our room was located. A half hour in total that we didn't get to spend relaxing.

We also saw that there appeared to be a parking lot just behind the building we were staying in with a lot of open spots. Had we been able to park there, it would have possibly avoided some of the confusion and made carrying our bags easier, but we don't know if that was open to guests or not.

The design of the bathroom was also very frustrating - the only towel rack nowhere near reachable from the shower, and the air vent was blowing right into the shower's entrance, and there was no curtain or door to close it off, so I was uncomfortably cold most of the time, even with warm water. The hotel trend of "half a glass panel for the shower" really needs to stop.

There were no ice-tongs in the room, so we had to scoop the ice out with our used glasses...that we wanted to refill.

In room service menu options lacked variety, especially for people with specific dietary needs. The online menu for in room service had only the item listed, but not what all was on it, or came with it, so we had to call several times to get the information. Instead we tried ordering carry out from The Lapper, but they were out of half of their food items, so we felt like we had to settle. As an example - we wanted the normal nachos, that didn't come with meat. The server on the phone told us they were out of those, and all they had were the "surf and turf" nachos. I was the one who had to ask if they could just do the "surf and turf" nachos, but hold the "surf and turf." He said yes, but also sounded like that idea had never occurred to him before. He was very nice, and it wasn't his fault so much food was unavailable, but just another in a long string of employees who felt like they were not set up for success.

We were woken up Sunday morning at 9AM by loud construction sounds, after we'd paid for the "Nama'Stay In Bed" package that included a late check out. The noises made us want an early check out. Alas, we found our elevator was off limits due to said construction. On a Sunday? So as we were checking out, we had to carry our bags a lot farther which was annoying given the "trek" we had to go through to get to our room the night before.

If you've read all the way here, it wasn't terrible, but it also wasn't what I'd consider the kind of service and set up you'd expect from a resort, especially one that charges resort fees. Kind of a fake luxury. Ironically, I was able to remember each of these mis-steps was because our room came with a whiteboard, and each time something "fun" happened, I...

We stayed at this resort over the weekend — myself, my husband, and our two young children (ages 6 and 9). Upon arrival, we were genuinely impressed. The hotel itself is beautiful, the rooms are well-kept, the staff is kind and attentive, and the location is ideal. There are lovely amenities like a DJ by the pool, a waterslide, and cozy fire pits throughout the property. Initially, we were excited for what felt like the perfect family-friendly getaway.

Unfortunately, what unfolded on Saturday evening completely changed our experience and left us deeply disappointed and concerned.

We took our kids to watch a movie pools side, we headed to the pool area for some night swimming & a movie. The main pool had been closed due to a sanitation issue (vomit in the water), so dozens of children had moved into the jacuzzi. To our disbelief, there were about 15–20 children under the age of 12 in the hot tub — completely unsupervised. No parents in sight. These children were cursing, fighting, and physically attacking one another. I personally witnessed a young girl, no older than 8, fist-fighting a boy who looked to be about 6 — they weren’t even related. Another parent in the water with a toddler was equally horrified.

I quickly pulled my 6-year-old out of the water for fear he would get hurt. We relocated to the smaller pool by the waterslide, hoping to salvage the evening. Unfortunately, the same group of children followed and continued their aggressive, unsafe behavior — throwing footballs at other kids, pushing and tossing smaller children with floaties into the water. Once again, we had to remove our kids from the pool area altogether. It was incredibly disappointing for them and upsetting for us.

I reported this to a young staff member who was cleaning the pool area. To her credit, she did attempt to intervene and tell the children to stop fighting and roughhousing, but without any parental supervision, there was no real authority or control over the situation.

What’s most alarming is that this level of chaos was allowed to go on unchecked. There seemed to be no policy in place to ensure children are supervised by an adult in the pool area. Other parents around us were equally shocked and frustrated. What should have been a fun, safe family evening turned into a very distressing situation.

We chose this resort because it seemed family-oriented, but this experience has made us rethink that entirely. While the facilities are lovely, the lack of supervision and enforcement around child safety is unacceptable. It made the environment unsafe not just for our children but uncomfortable for adults trying to enjoy the resort as well. Nobody wants to discipline other peoples children nor should they be in a situation, to have too.

We will not be returning, and I would strongly urge management to reconsider their policies around pool safety and supervision. A beautiful hotel means very little when basic safety is...

I stayed for a week long work trip and this place is not worth the price or the 4-star label.

Arrival & First Room: The first room I was given smelled like wet dog covered in cleaning products, with a damp carpet. Completely unacceptable. I had to request a new room and was moved to a Marco Polo first floor room.

Room Setup: Even in the new room, the setup was inconvenient. There was no suitcase stand provided, so if your luggage is bigger than a carry-on, you’re forced to keep it on the floor. The small space in the closet that looks like it’s meant for bags is too tight to keep a regular suitcase open. For a resort that markets itself as family-friendly and designed for longer stays, this is poorly thought out.

Bathroom: That evening, after using the pool, I found out the bathroom had no cold water, only scalding hot. I burned myself turning it on. I called the front desk after waiting over 15 min for cold water. It took over 25 minutes before anyone showed up, and in the meantime, I checked the handheld shower head. It was filthy, covered in hard water buildup, spraying water all over the place, and looked unhygienic.

Poor Response & Excuses: When maintenance finally arrived, I was told the water pressure was low because the room was handicapped accessible. That explanation is unacceptable. I’ve stayed in accessible rooms at other hotels, and they were nothing like this. To make matters worse, the shower head itself was neglected and disgusting.

The front desk then followed up by suggesting I move rooms again. By this point, it was my third night, and I had already moved once because of the first room’s odor. I was not going to move again. I simply wanted my shower fixed. To top it off, the front desk gave me conflicting information, first saying the bathroom was handicapped, then later denying it.

Resolution (Too Little, Too Late): Eventually, Antonio and Angel from maintenance came back with a new shower head, which solved the problem. While I appreciate their effort, the fact is that this issue should never have happened in the first place.

Bottom Line: This resort sells itself as a polished, family-friendly destination, but the reality is poor maintenance, conflicting answers, and slow service. Between the first room reeking of wet dog, the second room’s unsafe, unhygienic bathroom, and the lack of basic conveniences like a suitcase stand, this was an exhausting experience.

Guests shouldn’t have to fight this hard for a basic standard of comfort. Town and Country Resort needs to take accountability and maintain its facilities properly.

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