View Pacific Beach Hotel.
I arrived for a late check-in and was charged an extra fee to retrieve my key from a lockbox on the front door, which was never mentioned during booking. I was supposed to receive an email with my receipt and lockbox code, but I never got one. When I arrived, no one was present, even though I was told over the phone someone would be there to assist.
I ended up having to call a completely different hotel just to get my lockbox code. After finally getting into the room, there were numerous issues:
• No coffee, despite multiple calls requesting help
• No parking, even though I paid extra for it – I had to park in the neighborhood
• No Wi-Fi info provided
• No cell service in the room
• TV didn’t work at all
When I called back several times for assistance, I was met with rudeness from the person at the other hotel, Derrick, who eventually said, “We can’t help you with anything else, just complain in the morning.” When I got upset over the poor treatment, he hung up on me.
The next morning, I went to the hotel at 8 AM to return my keys and voice my frustration. The woman at the front desk (I didn’t get her name) told me I’d have to take up any refund issues with Hotels.com/Expedia, not with them. I explained it wasn’t even about the money – it was about how terribly I was treated. Everyone I encountered just seemed to be passing the buck instead of taking responsibility.
This was not just a case of bad service – it was a complete lack of profess