What to expect
- Sleep Quality
Last 5 reviews
Bait and Switch! Horrible ethics - cancelled villa contracted one year in advance for parents 50th wedding anniversary
My parents planned and contracted a private villa at the Hotel Del Coronado for their 50th wedding anniversary this July 3rd. They signed a contract over a year in advance while Covid still made it a liability to do so, but with such an important event it seemed like it was worth the effort. We have a group of 18 (5 families) and we’re planning on using this as our communal hang out as my parents spent big $$ for this special occasion. Less than two weeks prior to our trip, and close enough that we have no other options, the hotel called and told my parents that their villa is no longer available. This of course was crushing to my parents who relied upon the Del to come through for the special occasion and had a contract in place. The response from management is that there is nothing they can do, and we have simply been moved and the rooms are sold out. Period. I, for one, would like to know why a room that was booked and contracted (along with other rooms, private dining reservations, etc) and still was given away to someone else. Was it a rich person who got to ‘move to the front of the line’? Was it simple incompetence? I would also like to know how the general manager of the hotel would feel if it was his parents that had their 50th anniversary plans cancelled last min? I highly doubt they would take it in stride as my family has been instructed to do. Literally cannot believe the ethics of this decision and will never spend another night in this or any other Hilton hotel. There are plenty of reputable options that would not treat customers this way knowing full well the occasion and breach of contract. Shame on the Hotel Del Coronado!
Very disappointing experience
We arrived early afternoon. Gave cc and waited for room. Check in experience was a text message that keys were activated. Went to room. Horrible direction signage. There are renovations happening and the property is not transparent about what is and is not accessible. We had a suite + $700 night. No Hilton clean tag on the door. Requested extra bedding and received the puff that looked like what goes inside a duvet. Looked like a mattress pad. Bathroom wallpaper literally peeling off. Very dated but could give that a pass because we wanted to stay in the original building. Went to desk to share photos of bathroom. After waiting for about 5 minutes - there were no other guests at the time - an agent finished her chat with a bellman. I was in hearing distance and the conversation was not work related- she acknowledged and offered to help me - Resort fee 35 pp per day. No idea what you get for that. Paid +100 for 2 chairs and a beach umbrella. No housekeeping unless you opt in at check in but since we didn’t actually get checked in we didn’t know that so at 3 on day one I texted - no one answers any phones there- was told about opt in but to late for service in our 700/ night suite. This place will be very pricey once complete. To bad it’s lost it’s way from a service perspective. Super disappointed. 4 stars is a generous rating.
extremely poor communication and right hand doesn't know what the left hand is doing
We reserved rooms for a surprise father's day trip. Rooms were wonderful. However, Here are all the communication problems: front desk said no where was open for breakfast so our son walked 4 blocks for breakfast to bring back to hotel to his family including a child unable to physically make that distance walking. due to a disability....only to find out that the outside sundeck restaurant WAS serving breakfast when EVERYONE the night before had told us that was not the case. Next~the beach special cabana we had rented for 8 people at over $300 was to have drink service. NOT ONCE did a server come to ask if we needed anything AND the chairs were set up way back from the ocean. When I reserved them I was told they were close to the ocean and being the first time to take our grandchild to the ocean who cannot walk unassisted..........we needed to be close. NO ONE was around to help us. VERY SAD about this. Other than that, the pool cabana and our server there was spectacular. We lcannot say enough nice things about her. PLEASE FIX the lack of communication..........especially when it is to a family who has some special needs!! Also app did not work for contactless check in! ALSO, please fix the random people walking through the property........especially during construction.................!
We had an amazing stay at The Del!
Let me start by saying after reading the reviews, I had serious reservations about keeping our trip to The Del June 10-15. I reached out in advance and had the opportunity to work directly with Patrick, Director Guest Experience Planning and Reservations. He was simply amazing, and as a result, so was our experience. He appropriately set expectations. His honesty is the reason we decided to go forward with our plans. He is a model to others in the hospitality industry. He deserves recognition for his efforts and I will also be sharing our experience with Hilton directly. We had a garden facing room on the 3rd floor of the Victorian building. Patrick was transparent the rooms were not yet updated. Our room was fine. I have stayed in waaaaaaaay worse rooms at comparable resorts. We were not at all disrupted by construction noise. We could hear it a little, but given it was (and will continue to be) on the south end of the property, it was no big deal. They’re still under major construction. But, nothing was unexpected for us. The lobby is in the garden, and you couldn’t pass through to access the beach anywhere except the temporary main entrance (actually the back). That made for a little extra walking, but given what we ate, we needed it 🤣. Everything you read about the elevator was true - but I knew it and we simply took the stairs. Since we were there while they were still under Covid restrictions, things were still just getting opened up. And each day, there was more opened including the best surprise - they opened the lawn our last evening! When they took down the barricades, it really made things spectacular! It was very busy. Sold out busy over the weekend portion of our stay. At times, f&b waits were long (likely just like others - it’s hard finding staff, buts that’s purely my opinion). The ice cream parlor was delicious and I highly recommend! Prices are high, but not out of line with comparable locations. Without hesitation, I recommend The Del as long as you level set your expectations. It will be a while before it’s without construction. I cannot wait to see the entrance and the historic shopping area in all its remodeled glory. What an excuse for us to return next year! Be kind - it’s been a rough 15 months for all of us!
Bad customer service.
It is a beautiful hotel. Everything was expensive. A beer was $12, 3 grande lattes were $22. This bad review is not because of the prices of the beer or the latte. It is because they are very unorganized and the manager was not helpful. I called 3 days before my conference and extended 1 more night. The total of my phone call was 18 mins. I was on hold for a while because he had to get approval from a manager to honor the conference rate. He did send me 2 emails to confirm an additional day. I was so busy that I did not read the email. At check-in I was told that they have me for 1 night. I explained about my call. For one, they do not have the record of my 18 minutes phone call and insisted they have not availability. I was told my Diamond status has NO value. The next day after my check out. The manager said she said a room for me but at the regular rate. I asked what type of room. She said the room that I just check out. They can’t honor the rate that I was told. I asked to speak with the manager that I’ve approved the rate and was told that they have many managers. What kind of customer service is that???
© TripAdvisor 2021
These reviews are the subjective opinions of individual travellers and not of TripAdvisor LLC nor of its partners.