This is an email I sent to the GM and Asst. GM after staying last week at this hotel. Atul Kumar responded by offering me 45% off my next visit but since I'm not sure when or if I will be visiting Encinitas again, felt this was an unsatisfactory response. The front desk did offer me 15% off but said she couldn't offer more without the GM permission. I suggested 35% off my visit but Atul Kumar has yet to respond.
Email sent -
I just returned home from my trip to Southern California and wanted to contact you about my stay at your hotel on Saturday, September 8th in Room 303.
While your hotel certainly had beautiful pictures of your rooms and establishment, I was extremely disappointed from check-in to check-out.
I had requested a King Room with an Ocean View hoping to get in to my room by 3:00 (or earlier - which I requested via your email as well as by phone). I was meeting with 3 I hadn't seen in almost 40 years and thought it would be nice to have them over to share my "ocean view" room/patio before we attended an event in Escondido that
I had flown in from Monterey, CA to San Diego Saturday morning and arrived at the hotel at about 1:45pm to see if it was possible to check-in. When I arrived, your desk person pretty much laughed at me and said "you and a dozen other people". I found her to be extremely rude. She couldn't give me any time frame as to when I might be able to check-in. I waited in my car until 2:30, went in again to see if she had been able to get any updates from housekeeping but by 3:00 she offered no further help and said "when the room is ready we'll let you know - just give us a call".
I decided to meet my cousins at a restaurant instead (missing out on the view I paid for!!) and told the desk person I now wouldn't be able to check in until around 10:00pm but please save me a nice room.
When I returned at around 10:00pm, I was met by 2 young men (1 appeared to be training the other) so they were extremely slow in checking me in and not very welcoming. When I got to my room I was at first pleased with the size of the room and settled in - took a shower which appeared to have been updated however on my way out of the bathroom I stepped on a very sharp object. As I looked to see what it might have been, I saw the carpet was frayed and a carpet tack was sticking up.
I decided to head down to get ice and 2 sodas - the first soda arrived but the second one got "stuck" in the machine and wouldn't come out....so lost $1.25!!
I then went back to the room to turn town the bed and I was horrified to see that behind the pillows was a headboard that was disgusting! Then while sitting on the edge of the bed I saw "something" between the bed and table.....it was an orange peel (thank goodness) that was so hard it must have been there for weeks!! (See attached pictures).
I then went to wash my hands, and once again stepped on a carpet tack sticking out of the frayed carpet!!
I was too exhausted to ask for a different room so decided to sleep sideways in bed as I didn't want my head anywhere near the headboard!
Checking out the next morning, I explained to the young lady about my horrible room - she offered me a 15% discount and said she wasn't authorized to to do anything more. I turned in my cards, paid the bill and asked where the breakfast was located as I planned to eat before driving to Palm Springs area. She said I needed to go to the pool but never said I would need my card to get in the gate!!
When I got there, not knowing it was behind a locked gate with no other way in, I tried to get other guests attention, even the pool man,but no one heard or saw me so I left
missing out on breakfast as well!! By this time I was so unhappy with my stay I didn't even want to bother going back to the front desk for a key.
All in all I don't think I could recommend your hotel and when I come down again in December will think twice before staying there again. I almost always stay at Best Western since they have a great reputation and I have never had a bad stay....until staying at your hotel.
I very seldom complain but in this case I felt you should know....I hope you will get the repairs done to room 303 and hopefully your other rooms are in better condition.