Sheraton San Diego Resort — Restaurant in San Diego

I purposely made reservations at this location as we were celebrating a special birthday. We paid for a king in the bay tower that supposed to have the bay view. I called about a month and half in advance to note we would like a room on a high floor.

Make sure you know which tower to check into as it can get a little confusing. We arrived at the marina tower and traffic and parking was a mess. They had two big events going on at that time so it was a mad house.

We checked in and found out our room is in the bay tower. We had to stand in line for a shuttle to get us over there. They gave us a room on the 2nd floor which is actually like the first floor to me. So my bay view reservation turns into our balcony by looking out at the parking lot and the laundry ramp. We asked for a different room and the girl Lori up front didn’t seem to be bother with us and said we are all booked. Accepting our fate we’re like fine even though I’ve called and asked in advance. Got to the room, AC does not work. Ask the same girl again, well we can try to find you a queen room if any but it’s a Murphy bed. Really?! I paid for a king so no that’s not going to fly. She then told me we’ll send someone to check the AC, it will be about 20 minutes. 35 minutes rolled by, at this time we missed our dinner reservation. Maintenance guy came in and told us yeah, the AC is done. We called front desk and told them this. They said they will have a manager give us a call back. 15 minutes rolled by, no call. Walked to the front and spoke with Lori again, she gave us another attitude, didn’t give any solution and said I quote to the exact words “It’s not like I can make up a room if we don’t have any.” She then decided to call the manager as I was standing there. Gave me the phone and I spoke to Donna. She apologized for the issues, said she will comp 50% for the first night and resort fee. They will get us a different room tomorrow. We agreed and stayed in the broken AC room. We had to ask for a fan. It was extremely hot. We would have open the window but drunk people in the parking lot yelling and the laundry folks running bins back and forth.

Next day, no calls to follow up on when they will change our room. I called guest services. Sherri who was super friendly, patient and understanding tried to figure out the notes. Price adjustments notes are there, no notations about changing rooms. She actually went a step further and looked for rooms in the bay tower but didn’t work. She quickly checked with her manger and they finally change our room and upgraded us to the top floor in the marina tower. Kingsley the manager at the time did a follow up to let me know about the changes. We then have to gather all our luggage and wait for someone to call us when the room is ready. 3PM came around and no call. We called guest services and they said oh it’s ready and you can come check in any time.

When we checked out and asked about the price adjustments, front desk guy can’t help and gave me a card to follow with Donna since I paid through a 3rd party. I spoke with Donna later on that evening and she stated she made the request for refund and got it squared away. Donna apologized again for the inconvenience and all the issues which we appreciated.

It’s very unfortunate that the many Sheraton’s I stayed in the past and this location I had so many issues. Issues that I think could have been avoided. I think what left a bad taste is the front desk staff attitude that night. Just doesn’t sit right for us as guests. We really enjoyed our 2nd night stay since our room was upgraded and we had a view of the marina but still the waiting around, the unpacking and then getting everything packed again was just ridiculous. We’re on a vacation and I felt like I moved houses within a 24 hour period.

By the way, our upgraded room the AC was down too, had to wait 45 minutes for the issue to be fixed.

Pictures shows the first room and then the...

I don’t normally write reviews, but I felt that I needed to in this instance. I had my wedding down the street from the Sheraton and had a room block of 30 rooms for the weekend. I do NOT recommend getting a room block at this location. This hotel caused so much stress and anxiety around my wedding. It was undoubtedly the worst experience I’ve ever had with a hotel and the worst part of my wedding weekend. Below are some of the things that went wrong leading up, during, and after my wedding weekend with this hotel:

At first, they told me they could not offer shuttles to the wedding venue. After talking to someone else at the hotel, it turns out they can and I scheduled shuttles for my bridesmaids, groomsmen, family, and guests all at very specific times so we could make it to the wedding on time. On my wedding day, no shuttles arrived and they said there was no record of these shuttles, even though I had spoken on the phone and emailed the schedule to confirm weeks prior and the week leading up. It was a complete lack of communication from the events department with the shuttles and caused everyone, including myself, to be late to my wedding.

They closed the room block when there were still 10 rooms available, leaving my guests scrambling to get a room. When I sent them the contract of the 30 rooms, they said they didn’t have that on their record and eventually opened it back up. How did I have the contract information and they didn’t?

We had a guest with ALS staying for week with her family who needed a wheelchair accessible room with two beds. They could only accommodate a one bedroom with wheelchair accessibility into the shower, so her son would have to sleep on a pull-away on the floor. After emailing and calling multiple times to see if they could be more compassionate and find a better solution, my guest and her family decided not to come.

I called a week ahead of time to add a babysitter onto my reservation so that she could check in while I was getting ready for my wedding. They confirmed she had been added over the phone. 30 minutes before walking down the aisle (and dealing with the shuttle situation), they would not let her check in and insisted I come down to the front desk and add her onto the reservation (again). They had no record of me calling a week ahead and adding her. So instead of getting excited for my wedding, I had no transportation for myself or my guests and had to deal with the front desk and re-add the babysitter (mind you, all of my guests were in the lobby and I didn’t want them to see me before the wedding in my gown).

When I checked in, I went upstairs to get ready for my wedding rehearsal and I was running late. Only to find that someone else’s bags were in my room and they had put someone in my room by mistake. I was late to my rehearsal to figure out the room situation with the front desk.

After the wedding, they charged my mother’s credit card for the room. Why? I do not know. It took two weeks to get them to charge my card correctly to pay for the room.

They put my elderly grandparents and cousins in rooms where the beds come down from the side of the wall - not the room type on the room block or a room I would ever suggest paying for. They were also in a separate tower, away from everyone and were unable to sleep the entire weekend.

I can’t imagine this is an isolated experience, as every single communication with the hotel was horrible. I do not recommend this hotel in any regard, especially if it has anything to do with...

This incident must have been either an anomaly or else the bartender ( I believe his name is Eric) is racially biased. I work for Southwest Airlines and have stayed at this hotel several times before. I have absolutely NEVER been rudely ignored or poorly treated prior to tonight. In fact, this hotel was one of the best in the entire state of California. Our crew arrived, and after I had changed out of my uniform, I headed to the bar to have a nightcap and enjoy a cigar. The bartender was completing the transaction of another flight attendant (whom I had met on the hotel shuttle) and then proceeded to close out the tabs of two other bar patrons. At this point, I was the sole person standing at the bar. Shortly afterward, one of the pilots whom I had also met on the hotel shuttle arrived at the bar and stood directly behind me. He asked me if I had ordered. I replied, " Not yet... but I would after the bartender had finished what he was doing. " Eric, the bartender, then walked directly in front of me... blatantly ignoring me and asking the pilot (who, unlike me, is a white man), what he wanted to order. The pilot replied that he should take my order because I had been there before he had arrived. Eric ignored me again and motioned to the pilot that he would take his order. I was shocked at this display of racial bias. I asked Eric why he preferred to attend to the pilot instead of me. He just stood and stared. I exited the bar. I absolutely refuse to spend my money wherever I am not welcomed. Eric then rudely waved his arm at me as though he was saying, "Forget me." I immediately headed to the front desk and relayed the incident to the desk employee. I asked to speak to the food and beverage manager. The front desk employee responded that the food and beverage manager was at the other Sheraton Hotel, but that he would tell her what happened. He then offered to assist me. I thanked him for his courtesy and responded that he needed not to do anything for me. I thanked him again (as well as the Security Guard, who also stated that he, too, would assist me). I left... went outside and smoked. I would like to think that racism and racial bias are a part of America's dark past. Especially in an extremely liberal state (California) that considers itself to be the beacon of diversity, equity, and inclusion. However, there are some, like Eric, the Sheraton San Diego Bayside bartender who apparently espouse these archaic and unwarranted beliefs. Furthermore, it is equally saddening that absolutely nothing will probably be done to rectify this problem. Nor will I be offered an apology or an explanation as to why a 5-star hotel would even hire someone such as Eric. (Perhaps the General Manager or the Food & Beverage Manager equally espouse such immoral ideas). This has NEVER happened to me before at this hotel. I will NEVER return to this hotel bar so long as Eric, the bartender, is present. If you are a black person and you expect to be treated equally as non-black patrons, avoid this particular bar if you encounter Eric. As I stated previously, I believe that the bartender's name is Eric. I only saw his name tag for a brief moment. Anyway, he was the only one working at this time. 5-star hotel... no...