La Jolla Cove Suites

We will refund their money. [redacted], our Rooms Division Manager will refundthe funds on their credit card. [redacted] | La Jolla Cove Suites[redacted] | [redacted]p: [redacted] |...

f: [redacted]e: [redacted] |  [redacted]

Review: I booked a room through Orbitz, and prepaid for 1 night. I checked I and was told they were going to charge me to park my car. I told them it was advertised free parking, and I would park somewhere else before paying them. 15 minutes after going to my room, the security guard and owner/manager shows up at my door. They tried to force themselves in my room, but I wouldn't let them. They told me I had to leave and we're calling the police, so I told them that was fine, and I'd be glad to leave. I didn't like the way they'd treated me or hidden the costs, and I was glad to go somewhere else. When I got my bags and started towards the door, the security guard (who was 300lbs, and I'm 150lbs), assaulted me and tackled me to the ground. He started choking me until I stuck my thumb into his eyeball and he let go of me. I again tried to grab my things and leave, but was pushed back into my room by him and the other security guard that had arrived, as well as some janitor workers. I called 911 to get help, and they sent the police. The police allowed me to leave peacefully, I didn't press charges for my injuries, but this is unacceptable! Nobody should be treated this way! The room was also advertised as "La Jolla Cove Suite", however the room I got was the size of a very small bedroom (10'x10') and was very dirty and not at all a 3* hotel as advertised. I will see tomorrow if they refunded me the charges for the room, otherwise I'll have to contact my bank for fraudulent unauthorized charges to my credit card. This place is a joke, and needs to be shut down before they have a lawsuit filed against them! I have video and sound recording of it all on my cell phone for evidence too!Desired Settlement: There's no reason why I should not receive a full refund for the charge on my credit card. I didn't stay here and wasn't even given an opportunity to stay there, so I need a full refund immediately!

Business

Response:

The guest did purchase through Orbitz an advance purchase/non refundable room for one night. It did not include parking. The guest had been extremely hostile at the front desk about the parking, but agreed to park off the property. The manager then saw the guest park on the property and bring a dog to his room. The manager went to the room w/security to address the pet issue as he was in a non-pet friendly room. The guest became irate and got into an altercation with the security guard. We called the police and they arrived shortly thereafter and asked the guest to leave. The charges were not refunded to the guest.

Review: [redacted] and I booked a deluxe suite at The La Cove Suites and I cannot remember a worse experience with a upscale hotel.

We stayed in room 140 which was a one bedroom suite with a kitchenette and a balcony on Thursday August 27th, 2015.

Neither the website or the registration desk said anything about not having air conditioning, in fact, the hotel clerk told us there was.

By the time we checked in and entered our room, we were incredibly disappointed.

It was about 85 degrees in the room and all the windows and doors were wide open, the bedroom windows were so old they were almost impossible to open or close, had no locks and the screens were frayed and bent. The room was beyond safe or secure, if we closed the windows and the sliding glass door then we would have suffocated from the heat, but leaving everything open would be an invitation for theft.

We travel 75% of the year on business and usually try new hotels to choose for our conferences and for appropriate lodging for our attendees. Which is why we chose to try The La Cove Suites.

When we finished our dinner at [redacted]'s, we attempted to get back in our room at approximately 1am. The key would not work and the doors mechanism flashed red non stop. The lobby gave us new keys, which also did not work. Security was sent up with a master key and that also didn't work. I explained to the lady at the desk that I absolutely needed to get in our room as my medication was in there as well as about $4,000 worth of conference equipment and laptops. She said we would need to stay in another room as they were unable to solve the situation. The security officer, [redacted], offered to scale the wall and or climb through the window through the adjoining guest room after trying the emergency access door, which was painted shut and hadn't been opened in years. That is such a blatant fire emergency hazard. See below for continuation...Desired Settlement: Imagine if we had a child trapped in there. We would've had to call the fire department and the police in order to get access to a battering ram to open the door! I told the lady at the front desk that I was about to call the police and I needed my medication desperately. She again offered us another room and said she didn't care if I called the police for help. Then someone called the senior security officer and amazingly, we were able to get in at 3am. No apology was given to us from any management or even the front desk clerk. Only [redacted] the security officer who tried helping us for 2 hours was caring and concerned. The room was suffocatingly hot and it was an absolutely nightmarish experience. I want the hotel to refund and or make this up to us. I am prepared to use social media and any ways necessary to put the word out about La Cove Suites and their idea of "hospitality".

Business

Response:

We will refund their money. [redacted], our Rooms Division Manager will refundthe funds on their credit card. [redacted] | La Jolla Cove Suites[redacted] | [redacted]p: [redacted] | f: [redacted]e: [redacted] | [redacted]

Review: I checked into the hotel in 2/18 with my wife, daughter, and granddaughter. When we arrived we were leaving a room and witnessed security striking a customer. Security proceeded to yell at us to get him help. We had no idea what was going on. It was unprofessiomal. Later around midnight my entire family was awoken by a screaming young woman banging on her hotel door next to our room. My daughter spoke to security who told us it was being taken care of. The screaming continued. We called down stairs and once again assured it was being taken care of. Finally at 2 am I went down stairs to the office and was told they we taking care of it. Numerous calls were going to the office about this screaming girl. We were never apologized too. We were never offered anything. We drove a day to get there. We decided to give it one more night. The next morning we were work up at 8 am by the cleaning crew cutting bushes. Check out was 10am. It was ridiculous for them to be out that early. The staff is rude and unhelpful. They did not care that we were awake our whole first night with a baby. Nothing was done to make out stay better. We planned to stay 3 nights and left after two. My bank statement shows them billing me for 3 nights. When I check out I was never given a final bill of my charges but was told it was for 2 nights. I complained to them many time spoke to Mr [redacted] and NO one returned my call.Desired Settlement: I had a documented horrible stay at this hotel and I want a refund for my stay or a discount. It is not proper that they can treat people poorly and allow their stay to be poor. It's unacceptable I was charged for a stay that was unsatisfactory.

Business

Response:

I apologize for the delay in responding to your correspondence, I mistakenly thought I had taken care of this matter already. I have looked into the documentation of your stay and did find the noise complaint you referred to. We certainly apologize that your stay was disturbed in any way & that our staff failed to address the matter to your satisfaction. We have refunded your credit card for the entire stay due to your dissatisfaction and our delay in responding to your complaint. We truly regret that you had an unpleasant experience at our hotel and thank you for your patience concerning our response.

Review: Made reservation for La Jolla hotel on booking.com in there policy it says that two children under 10 may stay free of charge when using exiting beds. When I arrived at the hotel I told them I had two children on the sheet I filed out. They told me I couldn't stay there unless I upgraded for $150 dollars more or I could check out free of charge is what the clerk told me. So I choose to check out. My son is One and my daughter is 3 weeks old. The website I booked the room says clearly that Two children under ten stay free of charge when using existing beds. I have looked on my account and they charged me the money for staying there. I called back the guest Service lady on duty was rude and yelling tell me that I was wrong that I would get charged.Her name was [redacted] and she was the manager. But I was told I wasn't going to get charged by the clerk thats the reason I left This happened in july . [redacted] (manager) Said she would call me back I called my bank and they are refusing to give me my money back when I never stayed there. This is wrong and I want refund and an apology from the manager. Not only did she yell at me but was telling me I was wrong. I never stayed there and they are charging me $190.

They should Honor not charging me because their employer maid a mistake.

"Policies of La Jolla Cove Suites

Check-in

From 3:00 PM hours

Check-out

Until 11:00 AM hours

Cancellation / Prepayment

Cancellation and prepayment policies vary according to room type. Please check what room conditions may apply when selecting your room above.

Children and extra beds

Free! Up to two children under 10 years stay free of charge when using existing beds.

Any additional older children or adults are charged USD 25 per person per night when using existing beds.

Any additional older children or adults are charged USD 25 per person per night for extra beds.

One child under 2 years is charged USD 25 per person per night in a crib.

The maximum number of extra beds/cribs in a room is 1.

Any type of extra bed or crib is upon request and needs to be confirmed by management.

Additional fees are not calculated automatically in the total cost and will have to be paid for separately during your stay."Desired Settlement: I would like an email or apology from the hotel for [redacted]'s Rude Behavior. I would also Like my refund I contacted my bank and the Hotel refuses to give me my money. It says that two children are allowed but they need use existing beds I was not going to pay 150 more when the website states 2 children can stay for free. The clerk also said that I wouldn't be charged if I choose to not upgrade so maybe they can fix there policys to be more clear!!

Business

Response:

To whom it may concern,

We have researched this matter and have determined that the language on Bokking.com is confusing. We apologize to the guest that the information provided was not clear and we have refunded their credit card in full. In addition, we apologize for any conduct from our staff that was unfriendly in any way. We certainly would never condone anyone being treated in an unpleasant manner at our hotel. We thank them for bringing this matter to our attention.

Assistant General Manager

La Jolla Cove Suites