La Jolla Inn

Hello, We do apologize that this consumer was not happy with their room All of our rooms are cleaned and maintained on a daily basis, and housekeepers are on site until about pm everyday in case any housekeeping is needed Due to our cancellation policy, anytime a guest checks in, they are charged a one night fee for checking out early This is clearly stated at the time of booking, as well as when the guest signs the check in paperwork We are truly sorry that this guest was upset, and we always try to make sure that we do everything we can to make our guests happy Had we any suites available, I am positive that the front desk would have upgraded them at no extra cost But from what this guest mentioned in her message, it sounds like it was a busy night for us with a full houseWe do not want this consumer to be unhappy, but we also have to abide by company policy.Thank you, La Jolla Inn

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** / *** *** To the La Jolla InnIt seems clear that after reading other complaints in ***, regarding this hotel you are standing behind a smoke screen of bait and switch in order to squeeze out every inch of hotel space possibleIf you had a manger to rent you might have offered that to usMaybe you did. You clearly have a beautiful view which is the selling point to your establishment. We believe we did not have any choices but the filthy badly stained carpets and completely unacceptable condition of this particular roomSince you stand behind your smoke screen and refuse to allow any contact or name of your manager, you use your employees to protect what most likely happens a great deal of the time. We cannot understand how the city allows you to rent this closet and call it acceptableIt is a wonder how you sleep at night, but we know it is not in that particular roomThe policy you stand behind does not provide any comfort for the consumer. We were not offered any type of compensationSo basically you are saying "to bad, so sad"La Jolla has a very poor representation by allowing you to charge for what is clearly a nestWe have no other choice you might think but posting the pictures might help others

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Because of the inconvenience escalating for almost a month, I do not feel comfortable staying the night at a resort where the service is lacking because that shows how untrustworthy the company isAlong with this, the filth of the hotel is validated with more reviews of other customer's experiencesFor example, someone posted a bite that looked worse than a spider bite (Attached a screenshot of the bite on yelp)I would not feel comfortable staying at a place where my health is at riskBecause we walked out after minutes of checking in, it only makes sense to receive our refund. Attached is the text in the e-mail that I had sent, but never received a response, on November 24th which provides more detail (including first hand pictures) about our experience and the lack of communication, service, and health code
Regards,
*** ***

Hello, The La Jolla Inn apologizes for any inconvenience that this guest may have experienced during their stay.  We strive to keep our rooms, tidy, fresh and clean form guests to enjoy while on vacation, a business trip or just couple days away from home.  We apologize for this guest's...

frustration and would like to offer them a one night complimentary stay in our Cove Suite, the penthouse Suite overlooking downtown La Jolla and the Pacific Ocean on us.  The guest can use this offer any time from this day 12/15/15 to a month from it.  Please advise the guest to log onto lajollainn.com to take a look at the details of this room.  Again, we genuinely apologize for any frustration this guest may have felt.  La Jolla Inn Management

Hello, We do apologize that this consumer was not happy with their room.  All of our rooms are cleaned and maintained on a daily basis, and housekeepers are on site until about 4 pm everyday in case any housekeeping is needed.  Due to our cancellation policy, anytime a guest checks in,...

they are charged a one night fee for checking out early.  This is clearly stated at the time of booking, as well as when the guest signs the check in paperwork.  We are truly sorry that this guest was upset, and we always try to make sure that we do everything we can to make our guests happy.  Had we any suites available, I am positive that the front desk would have upgraded them at no extra cost.  But from what this guest mentioned in her message, it sounds like it was a busy night for us with a full house. We do not want this consumer to be unhappy, but we also have to abide by company policy.Thank you, La Jolla Inn

Review: Our family had contracted for and prepaid for two rooms for four nights at La Jolla Inn checking in Tuesday, June 25 and checking out on Saturday, June 29 through [redacted]. When we checked in, we determined that one of the rooms would not meet our needs and informed the clerk at the front desk. The room had one double bed and it would not work for our two adult male sons to share for four nights.

The clerk said that the only option available was to upgrade to a higher priced room but that room wasn't available until Wednesday. Given that, we immediately checked other options in town and found an acceptable room at another hotel which we booked. Before 9:00 on Wednesday morning I informed the clerk at the front desk we had made other arrangements and would not be staying in the one room for the rest of the week and requested a refund. The clerk told me that she could only authorize a refund for Thursday and Friday but we would have to pay for Wednesday. While my wife and I were staying in the one room, we noticed that the hotel had been able to rent the room we vacated each of the three nights, Wednesday, Thursday and Friday. I decided not to take it up any further with her that day deciding to wait until I got home and take it up with [redacted] and the owner.

When I got home both [redacted] and I called the hotel twice seeking reimbursement for the [redacted] unused nights and each time were told by the Manager that no refund at all could be issued even for the two nights that their front desk clerk had promised me despite the fact that the hotel did not lose any money due to being able to re-rent the room. In fact, they likely received a higher room rate than we had contracted for.

I believe this is robbery and counter to the normal operations of hotels and inns. We paid for a room we did not use and that La Jolla Inn was able to re-rent.Desired Settlement: We expect La Jolla Inn to either reimburse [redacted] or me $395.31 plus tax and energy fee for the three nights that we did not used the room and for which they received payment from another tenant. We've live that this is fairtoall and the right thing to do.

Business

Response:

La Jolla Inn requires one week notice of change or cancellation for reservations of four or more nights. Mr. [redacted] made a change to his reservation of four nights within this one week period, and there fore incurred a penatly.

We honored his reservation, hence turned away guests for his room.

Should you have any further questions, please feel free to contact La Jolla Inn at ###-###-#### from 6:00 am to midnight.

Review: On August 1, 2015 my husband tried to surprise me with a overnight stay at what he thought might be a romantic bed and breakfast inn down by the beach. We walked into our assigned room which was approximately 20 feet from the front desk. As we walked in we could clearly see and smell the carpet that was covered with stains of all colors. We could immediately decide that this was unacceptable. I went to the front desk and voiced my displeasure. I asked if she had seen the carpet. She said she had and that there was not enough time to have it cleaned. She also said there was no other room available. I asked for a manager, she claimed there was none available. She said she was the only one in the hotel. The only thing she could do was give us a early check out. I asked what that was and she said that they would charge us $250,00 dollars instead of $350.00. I must admit to have been brought to tears. We did not have any choice as we do not have a credit card but used a debit card. We ended up being charged $354,00 for looking at a room. Upon returning home my adult children educated my husband about researching hotels with things like yelp and other search sites. We can see now all the other complaints with regard to the carpets and cleanliness and lack of management availability or name. We are not the only complaints. This feels like a continuous white collar crime that keeps on going. How do they still have a license to rob people. It is a crime to take money for no services rendered. They must have a couple of rooms that bait the business but what about the switch ones? They are obviously ready with the no management story that is given to people who are not happy.Desired Settlement: I believe that we should not pay $354.00 for viewing a room. I believe that even $250.00 is wrong they are very aware that what they are doing is wrong.

Business

Response:

Hello, We do apologize that this consumer was not happy with their room. All of our rooms are cleaned and maintained on a daily basis, and housekeepers are on site until about 4 pm everyday in case any housekeeping is needed. Due to our cancellation policy, anytime a guest checks in, they are charged a one night fee for checking out early. This is clearly stated at the time of booking, as well as when the guest signs the check in paperwork. We are truly sorry that this guest was upset, and we always try to make sure that we do everything we can to make our guests happy. Had we any suites available, I am positive that the front desk would have upgraded them at no extra cost. But from what this guest mentioned in her message, it sounds like it was a busy night for us with a full house. We do not want this consumer to be unhappy, but we also have to abide by company policy.Thank you, La Jolla Inn

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,

[redacted] / [redacted] To the La Jolla InnIt seems clear that after reading other complaints in [redacted], regarding this hotel you are standing behind a smoke screen of bait and switch in order to squeeze out every inch of hotel space possible. If you had a manger to rent you might have offered that to us. Maybe you did. You clearly have a beautiful view which is the selling point to your establishment. We believe we did not have any choices but the filthy badly stained carpets and completely unacceptable condition of this particular room. Since you stand behind your smoke screen and refuse to allow any contact or name of your manager, you use your employees to protect what most likely happens a great deal of the time. We cannot understand how the city allows you to rent this closet and call it acceptable. It is a wonder how you sleep at night, but we know it is not in that particular room. The policy you stand behind does not provide any comfort for the consumer. We were not offered any type of compensation. So basically you are saying "to bad, so sad". La Jolla has a very poor representation by allowing you to charge for what is clearly a nest. We have no other choice you might think but posting the pictures might help others.

Review: On Saturday, November 21st my fiance had made a reservation to this hotel. When we walked in, we found a dirty napkin on the nightstand, pink stain on the bed cover, holes on the blanket we were supposed to cover with, and black things that looked like rat poop on top of the matress under the bed sheets. There was also dust bunnies under the bed, on the broken wood. Along with hair in the sink. Within 10 minutes, we walked out to see [redacted] at the front desk who witnessed an insect on my hand as I was explaining the issue. She checked out all of the problems in the room and informed me that she does not have the authority to issue a refund. She advised us to return the following morning to speak to the General Manager. On Sunday when we returned, [redacted] was at the front desk and told us that the m[redacted]ger does not work on the weekends. That he is usually in on weekdays in the morning. I called for the next few days and was being pushed back and forth to get a hold of the manager, [redacted]. In the morning, I would be told that he would be in during the afternoon and then during the afternoon I would be told that I would hear back in the morning. They took my name and phone number down multiple times and I did not receive a phonecall back, still. Since [redacted] sounded promising about my email being heard, I tried sending the email and did not get a response. I stopped calling while I waited for the email response, then on December 10th, I called and a man picked up the phone. My first question was, "who am I speaking to?" his response was "Who is this?" When I said "[redacted], is this [redacted]?" He told me to hold on and then had a woman pick up the phone. I asked th woman if [redacted] was in, and she responded saying, "He is not available, may I take a message." I stressed the fact that I have been trying to get a hold of him for a few weeks and she only offered to take my name and phone number down. My issue has not been resolved. These are vital health issues that need to be dealt with.

Business

Response:

Hello, The La Jolla Inn apologizes for any inconvenience that this guest may have experienced during their stay. We strive to keep our rooms, tidy, fresh and clean form guests to enjoy while on vacation, a business trip or just couple days away from home. We apologize for this guest's frustration and would like to offer them a one night complimentary stay in our Cove Suite, the penthouse Suite overlooking downtown La Jolla and the Pacific Ocean on us. The guest can use this offer any time from this day 12/15/15 to a month from it. Please advise the guest to log onto lajollainn.com to take a look at the details of this room. Again, we genuinely apologize for any frustration this guest may have felt. La Jolla Inn Management

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.Because of the inconvenience escalating for almost a month, I do not feel comfortable staying the night at a resort where the service is lacking because that shows how untrustworthy the company is. Along with this, the filth of the hotel is validated with more reviews of other customer's experiences. For example, someone posted a bite that looked worse than a spider bite (Attached a screenshot of the bite on yelp). I would not feel comfortable staying at a place where my health is at risk. Because we walked out after 10 minutes of checking in, it only makes sense to receive our refund.

Review: On the night of October 5th, 2013, my wife and I checked in at La Jolla Inn, in La Jolla CA. It was just shy of midnight of that day and not knowing the front desk closes at midnight we barely made it in time to get our room.

The purpose of our vacation travel to La Jolla that weekend was attending our best friends' wedding and be a part of the wedding party. Since the operation hours of this particular Inn, we had to cut short the wedding festivities and go ahead and check in at the Inn.

At the time of the check inn, the front desk personnel was kind and promptly informed us of the operating hours and completed the check in. After that she informed us that she is leaving for the night.

When we got into the room, we noticed there is a walk way that the window is facing, with ppl walking by, on the ground level, which made us turn the AC unit on, versus opening the window and enjoying some fresh, sea air that night.

Upon getting ready for the bed, around 1am, I tried to turn the TV on via remote control, which did not result in a proper function. The remote did not work. I got up, turn the TV on manually and right away noticed the screen color being off, as in water damage causing it (a bright pink line shooting straight across the TV screen). Shortly after that, I turned off the TV.

In the morning of October 6th, 2013, after packing was complete, both my wife and I noticed a sound coming as in a rodent running around the room. We got concerned and started looking around. The sound went away. A few minutes later, the sound appeared again. At this time the TV sound was on mute and we made sure it it not the TV program that is causing it.

Little did we know, but the stand on which the TV was placed, as well as a coffee maker and all of its offered products associated, had the working AC unit dumping bucket sized amount of water directly upon all of the previously mentioned products. Along with out personal belonging such as watches, wedding rings, cell phones, and wallets, and suitcases on the ground.

The sound we thought was a rodent was actually the water falling on top of the plastic wrapped coffee products.

Both the WORKING TV, coffee maker, the products, our personal belonging and our suitcases got soaking wet.

We turned off the AC via the remote control ASAP, and stood there waiting to see what will happen with the TV and the electrical hazard it represented. I braved enough to grab a towel and throw over it.

We rushed to grab our belonging and had downstairs, just to get out of this miserable room.

Upon arriving to the front desk a different personnel from the check-in time was there. We were given a room #23. She completed the check-out rather quickly and asked us how our stay was. I informed her of the issues that occurred and she made a comment how that is strange, since the AC units were fixed just a week prior.

I expressed my concern and she asked me whether I wanted to talk to the manager to which I said yes. Right away she responded with manager not being on duty at the time and informed me about the business card having manager's name and contact info and to call the next day, Monday October 7th, 2013.

At this time, our conversation stopped, and we were on our way.

The next day, per the instruction, I had placed a call to La Jolla Inn, in La Jolla CA and asked to speak with Miss. [redacted], the Hotel Manager. I was told she was not in that day.

The next day I called again, spoke with Miss. [redacted] and right away got the impression that nothing will be resolved neither by the phone nor talking with her in general.

I presented my concerns, and Miss. [redacted] responded with some questions for me: "Have I called the 1-800 number listed for the assistance with the TV".

Since the Inn is closed from 12pm-6am personnel wise, I believe they have some 1-800 phone number listed somewhere, to where customer places calls with their concerns, for an OFFSITE COMPANY, to come and assist with whatever the concern is about.

Upon hearing that, I just could not believe the audacity once "manager" of an ocean front hotel business would have. I responded with a big confusion telling her that it is nowhere near my rationale to call an offsite company to come knocking on my door way passed 1am to bug my wife and I regarding the TV problem, a (supposedly) working product that is clearly listed on the back of the business card, presenting just one of many amenities this hotel offers in the price of the room.

She said "well you had that choice".

Further on, I presented, and even more important, which she responded to completely disregarding it and going back to the TV issue. Ignoring my concern about the electrical hazard it CLEARLY presented at the time.

Her overall conclusion was that we, my wife and I, stayed the whole night, and that is about it. No regards for primarily our safety nor dissatisfaction was given by Miss. [redacted]. She was then proceeded to transfer me to the owner of the hotel. Mr. [redacted] was not available at that time and I had left a voicemail.

After that, my phone calls involved [redacted], a search engine through which I had booked a room. They were unable to resolve the issue as well. They contacted the business and tried to figure out what the problem is. They also informed me that Miss. [redacted] was unwilling to even consider a resolution.

Later on that week, I had a several attempts myself to reach Mr. [redacted]. None of which resulted in either getting him directly on the phone nor him returning my phone calls.

Yesterday, October 17th, 2013, I called one last time to try and get Mr. [redacted] on the phone. Miss. [redacted] answered and I asked if Mr. [redacted] was in. Miss. [redacted] said she did not know, since his office is in the back. I kindly asked if she could go and check for me, to which she bluntly said NO.

It is very hard and saddening knowing these kinds of business' exist and operate. Pretty much with no regards for the customer or customer service.

The room #23 in La Jolla Inn, La Jolla CA, and its $240.63 charge is simply un-expectible and sickening.

From the Inn's website we can read:

"Welcome to La Jolla Inn

Welcome to La Jolla Inn. We are a small, non-smoking Inn located in the heart of La Jolla just steps away from the Pacific Ocean. We have 23 European style rooms including 2 suites. Most rooms feature handmade quilts and flower bedecked balconies with sublime views of the Pacific Ocean! All of our rooms feature queen size beds, wireless internet, cable televisions, coffee makers, hair dryers, refrigerators, irons, & ironing boards. We will start your day with a delicious complimentary continental breakfast and daily newspaper, served in the privacy of your very own room, or on our sundeck overlooking the ocean. The rest of the day is yours to explore the shops, gourmet restaurants, art galleries, and famous beaches of La Jolla. In the afternoon, complementary beverages and our award winning home fresh baked cookies are served in the library, with coffee and tea available throughout the day. We've just completed a million dollar renovation and we invite you to come and experience La Jolla and the La Jolla Inn. My staff and I will make every effort to make your stay a memorable one.

- Owner, La Jolla Inn"

http://www.lajollainn.com

None of which was fully completed nor met.

I truly hope the resolution is found, a flu $240.63 refund is issued back to me.

Much appreciated,

Sincerely,

[redacted]Desired Settlement: A full refund for $240.63.

Business

Response:

The guest stayed at La Jolla Inn the night of Saturday, October 5, 2013 in a Village Level room which featured all of the amenities offered. La Jolla Inn staff is available to address any concerns as they arise to help make a guest's stay more comfortable. If La Jolla Inn staff is unaware of any issues or concerns, there is little they can do to achieve a resolution. A refund is not available after a guest has stayed in the accommodations they reserved and checked out per their reservation.

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.

The business' representative (responder's name was never listed) simply states untrue details and facts.

Their response says "...in a Village Level room which featured all of the amenities offered.", which would be understandable if these amenities were in a proper working order, as expected by any normal rationale in a hotel business, and beyond. Non-working and life threatening conditions caused by these amenities is definitely good enough of a reason for a complaint.

Secondly, the response mentions "La Jolla Inn staff is available to address any concerns as they arise to help make a guest's stay more comfortable" and is also incorrect, due to the FACT their front desk is closed from 12am till 6am, as listed on their website and on the business card, as well as per the sign that is on the front desk itself. Being that my wife and I checked in just sky of midnight time, their front desk personnel informed me DIRECTLY AND VERBALLY stating that she will be leaving for the night and asked if we needed anything else prior to accepting the room keys.

Thirdly, "If La Jolla Inn staff is unaware of any issues or concerns, there is little they can do to achieve a resolution", I HAVE informed the front desk personnel of the said problems to which the response was given advising to talk to the manager, Ms. [redacted], who was not present at the time of the check out.

Lastly, I also did mention I am an out-of-town guest and would like to resolve this concern in person, but there was nothing that could have been done at the time,she said.

Regards,

Business

Response:

Hello,

Since Mr. [redacted]'s stay, the same room has been occupied a number of times but we have not had a complaint from any of the other guests. If there had been such an issue, I am certain it would have been addressed by one of the other multiple individuals that stayed in the room. Furthermore, they would have also brought it to our attention if a certain amenity had not been working properly, and that has not been the case.

On all of our reservation sites, it clearly states that our Front Desk closes at midnight. When guests make a reservation, they are informed of this policy and thus made aware that nobody will be at the Front Desk from 12 am to 6 am. This is something that we make clear so that guests are able to check-in and use the room that they have paid for. In the case of Mr. [redacted], if there had been a Front Desk receptionist present and he had addressed his concerns with the receptionist, they would have made every effort to make sure Mr. [redacted] was satisfied and had no further concerns. Regardless, we do have an after hours number that this guest could have utilized if he had these concerns.

Sincerely,

Review: My family and I rented 2 rooms for 2 nights online with Hotels.com at the La Jolla Inn on June 2nd and June 3rd 2014. The rooms were very well advertised on the website. We checked in on June 2nd and found the rooms to be not what was advertised. The carpets were badly stained and very dirty. There were bugs in the bathrooms. The bedspreads had stains on both sides of bedspreads. One room was to have a king bed and the bed were 2 twin beds pushed together with a uneven gap down the middle. The AC did not work very well, so we had to open windows. The bars across the street were very noisy until closing time.I spoke with the night manager about the rooms and she said she understood but could give no refunds and she would let owner know. I told her we would not be staying second night. The next morning I spoke with Sila, the day manager and she also understood but no refund and she would have owner, [redacted] call me. He never did, even after 3 calls. Sila called and said, [redacted] said no refund. I was charged over $680.00 for 2 rooms for 2 nights. There is a health issue with lack of cleanliness of bedding and carpets. How does this man operate under these conditions? I am not the first to complain about the rooms.Desired Settlement: I would like a full refund of my charges. Mr. [redacted] would not meet with me or even call me to discuss this matter. Who knows what the stains were on the bedding? One was very large and the other was smaller and red in color. Very disgusting.

Business

Response:

Hello,

We spoke with this guest in person and via telephone. We were very apologetic in regards to the guest's concerns about the room and sheets. We offered a complimentary upgrade to the penthouse suite at no cost to the guest (retail value of $1500). We spoke with the guest over the phone once more and offered a complimentary stay in our 6 person Cove Suite overlooking the Pacific Ocean and Downtown La Jolla, on us. The guest did not accept. During the guest's stay, we would have done all we could to make sure that they left happily. We have since addressed the issues he brought to our attention, and informed housekeeping of the extra attention to be placed when tidying up the individual rooms. We would like to make this individual happy and offer this complimentary stay once again.

La Jolla Inn Management

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,

Business

Response:

As mentioned previously, we would like to make this individual happy and offer a complimentary stay in our penthouse suite. At the time we made the efforts that we felt were appropriate to make this guest happy so that his party was able to enjoy the rest of their stay with us. I am saddened that the guest was unable to experience an enjoyable time, and I assure him that if he accepts the complimentary stay, my staff and I will do all we can to make sure he experiences the true atmosphere of our hotel.