Hotel Del Coronado LP

was the worst vacation ever first time to California will be last. got there was beautiful. room was very small we looked out balcony to a garden sat was beautiful the rest of the week a diaster every more at 5 the noise of them putting together a convention breakfast garden never looked the same. then you try use spots on beached blocked for convention. you try to use this nice grass area always blocked for convention was getting old. then the pool was not working Monday a team workers came and cut up pool area none of this was told to us when booking. when I said something at leaving the lady said she would take note when I said we should get some of the money back. never heard anything trying to file a BBB complaint BBB never heard of them geez wish I knew this. I just want some of are money back this was not worth $4000 trip. some one help me how do u file a complaint no one goes there anymore to beware

Review: [redacted] and I booked a suite at the Hotel Del Coronado and the room they gave us was

more than disappointing. The front door looked like it had been kicked in, re-plastered and not even smoothed

or finished aesthetically. Then the AC went out. So we had to re-pack all of our stuff and they sent us down to a tiny room that

was ground floor and didn't even have a proper patio area. It was open to anyone or anything that walked by.

Then the AC went out in that room also. They said the whole hotel was out and there was nothing they could do but bring us a fan.

They brought us a broken fan. We got no sleep in our awful new room, had to leave the patio door wide open all night just to get some

air and were potentially exposed to anyone walking by and robbing us or worse.

We never got an apology, a credit or an acknowledgement of our awful experience.

What a horrible way to spend a vacation.Desired Settlement: Hotel Del needs to personally acknowledge what happened and issue a full credit and try to do something to make this right.

We spent a lot of money and got basically completely ripped off.

Business

Response:

Guest arrived on August 5th and departed on August 6th. Due to an un-expected pipe leak our entire main hotels air conditioning went down. After arriving in room guest contacted the front desk stating that the air conditioning was not working, in which we informed guest of our current situation. We offered to move to our Cabana building into an ocean view room, which was the same time of room that was booked at the time of their reservation, as the air conditioning was working at the time in that building. At the time of the move the Cabana building was still up and running and shortly after the air conditioning did go down. Property wide we were working diligently on getting the air conditioning back up and we did not have a time frame to offer. Our system shows that guest was delivered two fans. It does not appear guest checked out at the front desk or spoke with a manager.

Below you will find the email I sent directly to the consumer as a resolution. Management was not contacted prior to this point. Please let us know if anything further is needed.

Email sent on 8.26.14

I came across your email in regards to your recent stay with us and wanted to reach out. It is disheartening to hear about the chain of events that occurred and I can only imagine your disappointment. I truly apologize that we did not do a better job with handling the unfortunate situation with our air conditioning going down. Although this was not something that we expected to happen, I do know that this ultimately affected your stay. I can understand your concern with being located on the first floor in the cabana building and I am sorry that we did not have a better option for you. This definitely is not the normal Hotel Del experience and it truly saddens me to hear we weren’t able to recover your experience. I appreciate you providing such detailed feedback as well so that we can improve upon the service we deliver to our guests.

With that being said I have placed a full refund to your visa card in the amount of $863.24. This was the nights room & tax, parking, and room service charge. You should see this reflect in your account within 5 business days. I would also like to invite you back to our hotel for a one night stay, in an ocean view room, so we can provide the true Del experience I know that we can deliver. This offer is valid for one year and will be subject to availability. I truly hope that you would be kind enough to give us a second chance.

Please feel free to respond to me with any further questions or details you may have. If you are willing to come back please also send me an email back with your contact information so we can mail a gift card directly to you.

[redacted] | Front Desk Manager

Hotel del Coronado | Beach Village at The Del

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,