DoubleTree by Hilton San Diego-Hotel Circle

Review: I reserved two rooms on June 25 2013 for the dates of July 5 to July 6. I have my confirmations for two rooms each with two queen size beds. On my arrival date of July 5 instead of going directly to my destination which was Sea World we decided to stop at the hotel first to get the check in out of the way and they where gona hold our luggage, so we did we did all the process gave the our luggage and our credit card this was at about 11 am of July 5. We left assuming everything was done we enjoyed our visit to sea world we had two day passes so we decided to leave and we got to our hotel at 10:30 pm the gentleman at the front desk named [redacted] tells us that he apologizes but we have to be relocated because there was a flood in our rooms, that a little girl stuck stuff on the bathtub and caused a flood, ridiculous right but ok. I verified with [redacted] that the other rooms where identical he guaranteed he even dared to say they where better it was a lager and nicer resort. As we get to the other resort name the Bahia we find out they have only ONE room NOT TWO and that it only had 1 full size bed. How was I my three children my cousin and my aunt and uncle gona fit in one full size bed room!. They said that was all they had, Bahia then called the Bahia and apparently [redacted] was gone and the girl after asking for our information said we never checked in at that point I was starting to get upset. This whole finding a room to so long my 18 month baby my 3 year old daughter and my 12 had to wait in the car from 10:30pm to 2;00 am!!!! yes 2 in the morning was the time we finally got a room we had to sleep in foldable beds and the floor. Bahia told us we had to be out of there by 12 because they do not do late check in so you mean to tell me that my poor children went to bed at 2:30 and by 11 they had to be showered and packed to leave the hotel again! this was so unfair. The next morning after I charged my phone I have a voice mail from Double tree that was left on my phone at 9:30 pm "Hi mDesired Settlement: I want a free weekend stay so we can use our second day passes to sea world and we can enjoy the weekend at san Diego like we should off if it wasn't for Double tree hotel, they lied to us there was never a flood and they put my children to unnecessary circumstances. On top of that there service was rude and unacceptable till this day the manager hasn't called me back after several attempts

Consumer

Response:

Yes I ran out of room but I want to continue. Like I said I received a phone call from double tree at 9:30 pm saing " hi ms [redacted] is 9:30 pm and you have not checked in we need to know if you are still coming before we cancel your reservations" then I was mad because obviously they lied to me there was never a flood and someone dropped the ball how dare do you all me tell me I haven't checked in when you have my luggage and my credit card you took my money and mi luggage at 10 am and now you says never check in overall double tree lied to us did not relocate us to identical rooms we where left out I the stew had to fiht for rooms atthebahia my children where in a car from 10:30 pm to 2 am that is simplyinacceptable they need to make this up to me thanks to the, we didn't get to use our second day pass to sea world but,ost important they ruined my children's trip

Business

Response:

Dear Revdex.com,

On July 5, 2013 [redacted] had a reservation for two rooms with the DoubleTree by Hilton San Diego – Hotel Circle. The guest arrived before check-in time so we stored her luggage. Upon their return at 11 pm we did not have their rooms available due to a flood in our guest rooms. We relocated them to the Bahia Hotel. We reserved 2 rooms for them in which we paid $200 plus tax for each room. We did not bill the guest anything and neither did the Bahia. We guarantee our guests the room they reserved but, if there are any problems in the hotel we pay for the guest to stay elsewhere. We have paid for this guests reservations at another hotel and have not billed them anything. We consider this matter closed, as we have told them already. If you have any other questions, please let me know. Thank you for your time.

Sincerely,

[redacted] Front Office Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

No I do not accept that respond because it is not true. [redacted] says they reserved 2 rooms at the Bahia that is not true, when we got to the Bahia there was only 1 room with 1 full size bed reserved for us, do you seriously think that was relocating us? [redacted] shou

D do her job and call the Bahia and ask the what happen. [redacted] knows there was no flood and I have a voice mail to proof it, can you proof to me there was a flood? The voice mail that I heard unfortunately the next morning clearly says hi mrs [redacted] I'm calling from double tree it is 9:30 pm and you have not checked in we want to confirm your still coming before we cancel your reservations....and that's exactly what you did you gave my rooms to someone else. We had checked in that morning you took our money and luggage that morning at 10 am how dare you call at 9:30 and say I never checked in. Back to your relocation at Bahia since we refused to leave thebahia because that's what they wanted us to do since they only had 1 room they had no choice but to find us another room which they did at 2 am!!!!!. On your respond you said that we arrived at double tree at 11 which is not right but let's say we did do you think it was fare that we didn't get rooms till 2 am because of your mistake? I had my babies with me! Yes we did end up getting 2 rooms at 2 a one with 1 full size bed and one with 1 queen size bed you tell me [redacted] how are four adults and 4 children suppose to fit? That is why I had reserved 2 rooms with 2 queen size beds each total 2 rooms 4 queen size beds. You think that getting a room at 2 am and having to sleep on floors and foldable beds is relocating us? Call the Bahia get your information right do your job. In regards to the money you might of paid but we paid ore not only was our money on hold till tues or Wednesday of the following week over $600, our milk that we bought on our way to the double tree from sea world went bad milk for my babies!, we couldn't visit sea world and use our 2nd day passes because we had to deal with this on Sunday instead, we got a room by 2 am but had to be out by 12 so I had less than 10 hours to sleep feed and bathe 4 children to get them up and out by 12 [redacted] who paid more?