Best Western Plus Hacienda Hotel Old Town

We stayed here in Sept 2025. The hotel staff service was great; they even called our room shortly after our arrival to ensure the room was acceptable. The room and property layout was one of the most unique I have ever stayed in. The room had unique furniture, very comfortable beds, and out our door was a beautiful view of the city. While you need to orient yourself to the multi-level property, I loved how it felt like a warm community rather than a boring hotel. This place has charm!! The planters and plants everywhere were well-maintained, the pool looked inviting, and the restaurant was good, with great service and a beautiful rooftop view. The room was not very sound-proof because of the style of window and door frames, so would recommend earplugs for light sleepers. However, on a weeknight stay it was also very quiet outside our room. Steps from Old Town restaurants, sights, and historical buildings, I wish we had been able to stay here longer. Thank you to the staff for giving me and my mom an unforgettable, wonderful stay in Old Town.

Pros: The location. Only item that got 5 stars. Right in heart of old town with fresh homemade tortillas just a few steps away. Cons: Hard bed Lumpy small pillows Sheets scratchy Thin top blanket - don’t much thicker than the sheet itself Strong cleaner smell in rooms but also old moth ball smell at same time Dingy paint and walls Furniture outdated bathroom vanity hilariously small No wash cloths. Asked for one to be delivered so I could wash my body/face and house cleaning brought 6 regular bath towels and handful of soap bars. Not what we asked for Nice to come back to a clean room but still no wash cloths and took the only hand towel and bath floor towel we had but didn’t replace it. Stayed here a couple years ago and thought it was decent but seems to have gone downhill.

I usually refrain from giving reviews unless they are really good, but this was the WORST experience ever. The staff was not friendly at all, no smile, no greeting. The bed was made but the sheets were stinky and dirty. I called the front office to ask for some clean sheets and the person Alvin stated if the bed was made, that meant the sheets were clean and if i wanted extra sheets, i would have to go get them myself because he was the only one on staff and he couldn’t leave the front desk, (mind you, our room/building was around the block from the front office). The sheets had black mascara spots as well as a nasty cheese stench. I removed the sheets only to see a big spot on the fitted sheet that smelled even worse. The fridge and microwave are also night next to the bathroom which is not ideal The internet modem was not working and the tv had no signal. I would not recommend this place. The only thing i would say is the curb appeal looks decent. The parking is on the street. I also paid for an ocean view room and i got a room on the back corner facing a busy street.

I stayed at this hotel 2 years ago and had a great stay then. However, this time I did not. It worked as a place with a bed. - Bugs on the wall - Boot prints left from someone having killed bugs. - Walls had sloppily patched holes - Not enough towels, when asked for more towels they never arrived. I ended up asking the maid cleaning the room next door for towels. - When going to call the front desk, the phone in the room did not work. - And the worst is that the room leaked while it was raining and the floor and closet flooded wetting our dry clothes. Staff was very nice, but the room was not.

Thank you to all the staff at Hacienda San Diego.||We started with Heidi and Ronell at guests services, when Ronell heard that we were part of a group he immediately offered us welcome goody bags, Heidi offered a really pleasant check in process and explained us the location of our rooms, she even offered us a latte and mocha, which is located at the front desk area, both were really nice, they answered our pore arrival questions.||The room I was giving was great, a large King bed, a sofa, microwave, table for 2 ,refrigerator and in room safe was provided, so spacious and clean. Bathroom was very clean, and water pressure was perfect. Loved the pillows!||The restaurant meals were phenomenal, we had a phenomenal dining experience evert day, thanks to Benjamin, Maria and Jose, they are very warm. The views at the restaurant are gorgeous, can't wait to come back.

I recently had the pleasure of staying at the Hacienda Hotel in Old Town San Diego, and it was a truly wonderful experience from start to finish. It was our first time to California. We stayed for my nephew’s Marine Graduation. The hotel is only 2 miles away from base. They also have free airport and base shuttle. The entire staff made us feel so welcome, but a few people truly went above and beyond and deserve special recognition. Ronnell was incredibly welcoming and helpful throughout our stay. From the moment we arrived, he made us feel at home and took care of everything we needed (and I mean everything! 😉) with genuine kindness and professionalism. You can tell he truly cares about the guests and their experience. He definitely brings the charisma and I love him for it!! Vivian (? I think was her name?) was also amazing. We arrived earlier than our scheduled check-in time, and she worked quickly to get us into our rooms without any hassle. She was efficient, friendly, and made the early check-in process completely stress-free. I also want to thank Ricky (I believe that was his name) for helping me track down my DoorDash order. He went out of his way to assist me and made sure everything was taken care of, which I really appreciated after a long day of travel. Between the outstanding staff, the welcoming atmosphere, and the convenient Old Town location, our stay at the Hacienda Hotel was excellent. Also, I don’t know what they’re doing but the lobby smells AMAZING!!!! I felt safe there and I would absolutely stay here again and highly recommend it to anyone visiting San Diego.

My family stayed here for our trip to my sons graduation at MCRD. I could not have asked for a better place to stay. Super close to the base, only a 5 or 10 min shuttle ride, witch was provided for both Family Day and Graduation. All the staff was very friendly and easy to interact with. Tons of places to eat and sights to see in very close walking distance of the hotel. If your looking for a place to stay for your tip, look no further. Highly recommend the Best Western Plus Hacienda Hotel Old Town. Thank you all for a great stay.

We have really enjoyed staying here when in town over the last decade of visits. We have LOVED this hotel, even with the older furnishings, mattresses, and linens. This was the first mostly negative visit we have had. If my reservation is for 4 people, I want 4 towels, washcloths, and mugs in my room. I want towels at the pool, especially after I was the person to get out and to call and request them, but they never came. I want a coffee maker in my room that’s not broken, especially if the lobby coffee machine is also inoperative. I want to plug in my CPAP by my bed without the outlet pulling out of the lamp outlet 😳. I especially want the party in the grill station, (a mere 24 feet from my door) to actually end at 10 when quiet time starts. I understand that your sales office sells that small space for parties over 8 ( there were more that 24 people there when my family came back from dinner), but we paid for our room to the tune in excess of $350 and we had little ones trying to sleep. Do better!

Worst hotel I've ever stayed in. We were given the option of pool view or restaurant view. As my family chose pool view, we weren't aware that meant literally right in front of the pool. These rooms are not noise canceling so we heard everything outside! In addition I thought we didn't have hot water for our shower so we called for maintenance and turns out we just needed to turn the knob the cold side to get hot water? I'm sorry what?! Things need to be updated. We then had a VERY heavy walker on the room above us and when we asked for a room change the front declined and refused to assist. NEVER coming again

The Best Western Hacienda Hotel was nice. I don't stay at Best Westerns often, but would definitely stay here again. When I arrived, I waited about 10 minutes for someone to come to the front desk. There was someone ahead of me so I had to wait a bit. When it was my turn, the woman checking me in was friendly and thoroughly explained the layout of the hotel. When I was walking to my room, I noticed how nicely built the hotel is. I had views overlooking San Diego from the floor I was on. My room was very clean and included a microwave, refrigerator, and coffee maker. Everything in the room was in working order. But the bed though - it was way too firm for my liking and I woke up with a sore back. I'd still stay here again. You'll be right in Old Town within walking distance of museums, stores, and restaurants, like The Old Town Mexican cafe (check it out, the food is amazing). Parking costs per night. It was worth it to me because trying to find free parking in Old Town is like trying to find a needle in a haystack. Book this hotel, you won't be disappointed.

The place is old. Probably built in the 50s. Old furniture fixings, old smells, etc. The hotel/motel is located above Old Town San Diego. You can easily walk there for food and shopping. The gifts shops are not impressive, because they all sell the same merchandise. There was a customer at this hotel who was accosting us and others. He was drunk, I think. When we exited our room a couple of different times, he was standing right there and saying odd things to us. It was very unnerving because I didn't see him at first until I turned around after checking to see if I closed our door before leaving. The location of this hotel is nice, but like I said, it was old. And they are stingy with how many scratchy towels you get! Ugh.

This place was very nice! Our room was clean. Had a coffee pot, blow dryer, microwave, refrigerator and TV! Sofa bed was a bit stiff but I have never seen one that's super comfy either. Had issues with our TV but showed up with a replacement within half hour!!! Ate at the onsite restaurant once which was breakfast. It was really good. $13 per person and its buffet so you get plenty. So beautifully decorated like the entire grounds made you feel like you were south of the boarder! All shopping and eating within walking distance and they also have museums and a tour of a very haunted family house that still standing over 100 years later! There isn't much street parking either. They have their own parking facilities. Plenty of elevators but they are just randomly placed. There are a lot of stairs and it's extremely large and confusing but look at your map they give you and you can find yourself around pretty well. Our room was very small for the large party we had but honestly think that was done purposely. Had a staff member rudely greet us upon arrival. Let's call her J. So 6 of us traveled together to see my daughter graduate marine corps boot camp. We arrived around noon and our room wasn't ready and we figured that much. So Miss J informed us our room wasn't ready and she was quick to point out that our reservation was made for one person yet I show up with a large party and specifically asked for a room for five with two queen beds and a sofa bed. If I was trying to pull a fast one I wouldn't be standing there with five other people. Yes we arrived with an extra person because she got separated from her party and their flights were cancelled so I invited her to stay with us so she would not be by herself. Miss J informed me that each one of us would be charged extra. I informed her when I booked it nobody mentioned anything about extra charges per person. At this point I was exhausted and just wanted to eat and rest. Miss J accused me of getting worked up and yes I was but I was not being rude. She kept saying "calm down, no need to get worked up" and my favorite "just calm down I won't charge you extra" then why did you bring it up? I was told when I booked the room they were at a discounted rate for the MCRD graduation ceremonies that are taking place. Then we get stuck in the smallest room for five people. We tripped over each other and didn't even have room for all our belongings. We ended up getting a second room because Miss J made such a big deal about the extra person we had with us. Second room was HUGE!!! Plenty of room for 10 people but yes five is the limit, we got that part. When we arrived early a gentleman offered to check our bags in hotel storage till our room was done. When he started to grab the backpack and only piece of luggage our extra person had, Miss J yellls "not her stuff, she isn't a guest here!" WOW!!! She only had a backpack wasn't like she had an 8 piece luggage set. Then later that day overheard Miss J telling another staff member "keep an eye on that one she isn't a guest here" and that's why my 80 year old mother decided to book another room with money she didn't really have to spend only because she was worried we would be kicked out of hotel. So that is the way Miss J made my mother feel. Like we were being watched. Miss J was also super rude to other staff members like the shuttle drivers. I don't know who give her permission to yell and belittle other staff members but this employee needs lessons in manners and how to speak to tired and worn out customers just trying to check in. Miss Janie you definitely need a job away from the public because you definitely lack people skills and you tried to ruin our short four day getaway but we wouldn't allow it. Janie gets one star (should be none) and the hotel gets five stars so I met in the middle for this one! Amazing place and check out the pics it has beautiful scenery!

The hotel is in the perfect location to walk and enjoy Old Town which has the best Mexican restaurants around. The staff were super friendly and check in was a breeze. The hotel grounds are beautiful. They fit right in the surrounding Old Town Pueblo style. The rooms are outdated but I beds are comfy. I don't think modern rooms would fit in the hotel vibe/atmosphere. I would definitely stay again!

For over ten years, my husband and I have stayed at the Hacienda Hotel in Old Town San Diego when we go on our annual vacation. Why? Because it is our idea of paradise! We love the traditional Spanish design of the hotel with its tile roof, fountains, Mexican Talavera tile work and beautiful murals. There are also palm trees, and colorful plants all over the property along with patio tables and chairs for you to kick back and have a drink or read a good book. Though, the views are so amazing here, you probably will have a hard time staying focused on your book! When you get hungry, the hotel restaurant and bar, The Tequila Factory, is an outstanding choice. We have come here for appetizers and drinks, dinner, and just dessert, and have enjoyed everything! The bartender, Bianca, and waitress, Alicia, remember us, and treat us to superb service. The service at the front desk and housekeeping also are terrific , too. They go out of their way to make sure we have everything we need, including a reservation for the following year before we check out. All of our talk about the hotel has encouraged my family to join us at the property. Now my parents and my aunt and uncle love the Hacienda Hotel, too! Staying at the Hacienda Hotel in Old Town is convenient to most San Diego attractions, including public transportation to downtown, Coronado Island, and beaches. We do not even rent a car! As you can see, I cannot say enough positive things about this place! Come experience it for yourself! We cannot wait to return!

we've been staying at this establishment for over 30 years!! never asked for any thing exceptional but this weekend was our 30th anniversary and its so unexemptable!!!!!! i asked this one time for a little something special and zero!!!!!!! wtf!!!! really after over 30 years of giving you our money to stay at this establishment to receive zero!!!!!! i asked for room 111 on plaza level instead we got a basic room worth less $120.00 which we paid for $237.00 wtmf!!!!!!!! and then our tv channels from 60 up were not functional seriously!!!! this is the worst stay here ever paid $452.00 for a basic room that was worth $65!!!!!! i'm forced to give a star rating when i honestly deserves zero stars!!!!

It's Old Town San Diego. Great Mexican restaurant. Hotel is Super nice and Very Friendly. This is our 4/5th time staying here. Great location. Close to Trolley, local train station. Today we hop on the trolley and it took us right next to the Mexican border. Even stop close to the Naval military exchange.

Would kit recommend. They will not pay for enough cleaning staff to clean the rooms and have them ready for a 2pm check in like most hotels. Then if you do want to check in early (1:09pm) they want an additional $25.15! 3:03 and still waiting to check in! Will kit stay here again!

The front desk's customer service was an absolute delight. Sherry took her time and went above and beyond her call of duty. I wasn't able to get the other gentleman's name but he was also helpful. The room is cleaned and spacious. The view is beautiful from our balcony. It is located close to everything and anything at Old Town. This is our second time here and we will continue to stay here every time we plan another staycation. Thank you Sherry.

Wow, I can't believe I didn't take any pictures to share in a review! I guess I just wasn't in the same "picture mode" as I would be at a restaurant. I was pretty busy attending meetings, visiting with friends and... sleeping while at the motel anyway. I attended a regional business meeting here, and this was a great location for that purpose. The layout of the motel is a little atypical... built into the side of a hill. As such, it can be confusing finding your way around at first... but once you get the basics figured out, it's smooth sailing. Nestled in the old town portion of San Diego, this place blends in so well that my Lyft driver was questioning his GPS when we approached. He didn't think there was a hotel in the area! There is, though, and it's a solid choice that I wouldn't hesitate to stay at again in the future if the opportunity arises. Several good restaurants and a couple bars and shops are within walking distance. Last time I stayed in SD, I was down by the convention center (I spoke at a convention there). That area is nice too, but Old Town found a special place in my heart for sure.

My car was hit in the structure, luckily no injuries or major damage. At check in they provide a ticket that must be displayed and of course the car next to me didn't have it. Of course it was an employee, reported it to the front desk but they only said I had to contact my insurance. If you come make sure a white Nissan Altima doesn't park next to you. BTW they weren't next to us when we arrived. They hit my car Friday morning! Sucks!!!! I did leave a note on their windshield but no luck yet!

Love it here. In town and close to everything from dinner to night life. Always clean and an over all great stay for the price.

We checked in with no reservations and loved the location, had a very nice room and plaza level view. All thanks to Javiea (sp?) he was front desk and helped us with everything!! Excellent BW employee! Thank you !

Rooms were nice. Not modern, but with a style that is reflective of Old Town and reflective of the price. Checkin was easy and the front desk was courteous and explained everything well - especially how to get to our building - as it feels like a city resort with all the options. Parking is a challenge, but we were able to park in the restaurant building with no issue. Restaurant buffet breakfast was a good value and hosts were nice and kept it clean.

Exterior is nice, front staff is rude, room is trash and stinks like a wet dog, customer service is trash, spider webs all over property. Do yourself a favor and Stay up the street at the Marriott.

This is my 2nd time staying hear as I was working on the same street and it was convenient. Booking was ok but the rooms... ahhh the rooms. Felt like stepped into the 1980's. Clean but nothing is really kept up, all old furniture, single coffee pot that should have been tossed long ago, bathtub fixtures barley working, high speed internet (slow). The worst part was trying to find my room with no clear directions and no phone number to call the front desk for help when I am tired from the day. Uuugh. Here is the number you would have to hunt for. +1 (619) 298-4707 I do got to say the price was right and breakfast is discounted till 9:30 for $12.95. #Tolerable

DO NOT STAY AT THIS HOTEL IT IS IN POOR CONDITION! In order to leave a review I had to give one star but in reality it should not get a star at all!!!! The rooms have black bugs, the bathroom has BLACK mold along the shower walls, corners and the bathroom sink. Toilet seat was broken, light fixtures hanging from the ceiling & the bath mat was dirty! The rooms has a moisture mildew smell. Carpet & tile floors are filthy. The rooms are over priced and missed rated! Management refuses to acknowledge the poor conditions of the hotel despite providing picture proof. She refuses to contact me or refund our money. The Best Western corporation & customer service Center are no help. I was told there is nothing they can do if the hotel manager will not contact the customer or refund the money. They also will not escalate this complaint to upper management. I will take them to small claims court!!

Stay elsewhere. The hotel looks beautiful from the sidewalk but up close it's run down. Stayed here several times years ago and it was great. We were there a week ago and room looks dingy, bathroom and shower look unclean. The grounds were not maintained. Dusty, spiderwebs everywhere. I won't stay here again. Bugs were in the room. Disgusting.

This hotel used to be our favorite place to stay but their manager, Julia has ruined that experience with her lack of professionalism and lack of customer service. I recomemd staying in a hotel that puts their guests first. I have a customer service background and managers like Julia seem to take joy in saying NO as opposed to putting the guests needs first. We will not stay here again and will also reccomend our friends and family refrain from this establishment as well.

Disappointed.. waited so long to stay here. Every time we would come to Old town, I would say I'm gonna stay at that beautiful hotel on the hill. Finally reservations were made .. 4th of July weekend. First let me say the grounds are beautiful, Spanish style. The rooms on the other hand were literally like something I would imagine on the side of freeway truck stop. Old , musty, stained furniture, everything is OLD and dingy. Carpet needs to be burned! Wood shutters on every window that are broken to the point of not opening so the room was completely dark during broad daylight . Walls are paper thin. A complete interior remodel is needed , literally from top to bottom. Like I said in the beginning.. so disappointed.

If I could I would put 0 stars!!!!!! Arrived and checked in dropped my things off and mind you I was with my 2 daughters, husband and mother. We got in the pool showered and left. We came back to the rooms about 12am noticed blood on the bed! Called front desk and the most terrible customer service provided by Rolando, he couldn't do anything for me and asked the security guard to drop off sheets and for me to change them!!!!! Imagine that! I looked under all the sheets and found more blood stains! I decided to check out at 1:30am for the lack of cleanliness, and poor customer service. I came back in the morning to speak with a manager and terrible customer service didn't take responsibility for her teams mistakes and I asked for a full refund and told me that I had been checked in for 10hrs how did I not notice the blood before so she wasn't giving me a full refund. When you check into a hotel you aren't thinking it's a dirty room, so you're not inspecting it making sure it's not dirty specially to find BLOOD!!!!! End of the story I'm not getting a FULL REFUND EVEN AFTER AN INCIDENT LIKE THIS AND TERRIBLE CUSTOMER SERVICE SPECIALLY FROM THE MANAGER MICHELLE LINZA.

Arrived and unloaded as we planned to return our rental car only to receive a snarky comment from the rudest front desk assistant (Janie) I ever received. Inquired in to shuttle and told $8 per PERSON - only reason I booked the hotel is we called and asked and told there was one, but NO indication of a fee. An uber was cheaper for our family!!! When we got registered, we were given a MAP to get to our room. We had to take two elevators just to get to our room. And after about a 2-hour drive with two littles, 1 with special needs was completely ridiculous for a one night stay and exasperating. We had no idea it was supposed to have a resort feel - we were just looking for an easy night stay at a BW, formerly one of our favorite chains. We later tried the pool/hot tub, and found ourselves with a daunting number of stairs, as again we had a special needs child. Normally we don't request an accessible room as our daughter is developing and trying to encourage that, but when I brought accessibility concerns to BW Customer Service, I was found with pushback that I hadn't requested accessible room. Never have I stayed somewhere where the pool had accessibility challenges. I'm also disgusted at Customer Service's complacency to learn of accessibility / inclusive opportunities. There were no towels at said pool, so I again found a disdainful response from a disrespectful Janie upon my request for some. The next morning I wanted to workout and the gym wasn't open til 6am. I tried to sneak in a little earlier but it was closed. OK so I went to the lobby to stretch. Return a few minutes after 6am and still locked. This was during the February unusually near freezing temperatures so I stood outside waiting for "Security' to unlock it. When I later advised the hotel management of my challenges, we were communicated back only a blanket "sorry we didn't meet your expectations" response. Accessibility is real - show some concern and be inclusive!!! Maybe by listening, you can have a hospitable hotel one day! No free breakfast, no free shuttle, inefficient and some honestly rude staff - DON'T BOTHER It's unfortunate as the facility is gorgeous and great location for some exploring of Old Town. But I regret staying here!!! It was the 3rd Best Western hotel of our almost one week stay in SoCal, and I am disappointed by the hotel, Customer Service, and now the brand

The Manager at this place is disgusting, she wanted to sleep on bloody stein sheets. Unsanitary place, the lady Michelle Linza is a racist .. Poor Management

This is more like a motel Dirty smelly room Carpets are filled with dust Elevators were not up to date and the have radio frequency areas that you may be in that is not disclosed No luggage cart the day I needed to check out so had to carry everything to my car so items so heavy I had to drag I'm a permanent traveler for work so my family is there hence I have a lot of luggage and boxes that come with One staff member was very rude about the luggage situation as if it's my fault I have to carry/drag things They need to close this place for health and safety reasons

This could not have been much better. Really good location if you like to stay out of the car. Keep us n mind it is difficult to eat after 9pm in this area. Comfortable bed. Really nice towels, I would like them for home. We got a room that we took 3 separate elevators to get to. We figured out where to park later. Ask for a room with a view, we did not have that either

One of my friends wanted to do a day trip to San Diego and picked this hotel. There is nothing outstanding about this place. The layout is weird, the pool is far off to one side and depending on where your room is located you have to walk a bit to get to it. The fact that they charge $25 just for parking your car even though you're already paying to stay there is insane to me. Especially since one of the lots isn't gated so your car isn't even protected. The best thing about this hotel is it's location. It's not even a five minute walk to get to the Main Street where all of the shops and restaurants are. And even though it is so close to all of the action it still is pretty quiet at night which is great. Room was clean, beds were comfortable. The place is decent for what it's needed for. Showering and sleeping. The staff were very friendly too. Would stay again for a quick trip.

We recently stayed here a week ago. After a 2 hour drive home we realized we had left all of our Padres gear in the room. I called and spoke with Dylan, the manger, and within an hour he called me back to let me know he had all of our stuff bagged and ready n the main office for pick up. Hands down the best customer service ever! That's what prompted me to come back this weekend to this place. I booked via my BW app and called on Wednesday night to extend my stay to two nights. Heidi confirmed my two night stay at the plaza level and early check in for a $25 charge. We got here a little after 11 am and Josie? (Sp) tells me Check in isnt until 4 pm. I explain to her and offered to show my app and charges including the $25 early check in charge and she tells me that's not possible for me to select online as they don't offer that. Tells me to come back or call at noon. Noon I call and Heidi says it will be another hour. 2pm I walk in and there's a line and people on plaza level are checking in and others getting new reservations at plaza level. I get to the desk and Heidi tells me my room isn't ready because it a plaza level room. 4 hours later I'm still here waiting and I can't clearly hear her and Josie checking in people on plaza level rooms. So highly disappointed. I really thought this would become our new go to hotel every time we're in San Diego. Going to have to start looking for another hotel. So unfortunate.

This hotel was clean and fun. They have a breakfast buffet that you pay for but it's great. It's near the old Town shops and restaurants of San Diego They have three parking lots . Staff was helpful and all was comfortable

Gosh, I'm torn. I am not sure what the plus means. Perhaps, my experience was the plus experience. I arrived by 8 pm because I got the shuttle to the Best Western Plus. The first few rooms offered entailed stairs. There was no elevator option involved. Finally, the front desk professional said there was a room around the bend at the end of a walkway. It did not have the view, it did not have a king bed, the bed was bad. It was so bad. I have a hip replacement on the left so I sleep on my right side mostly all night, but the bed offered my right hip the opportunity to hurt while the light offered me the opportunity to get up and write. The room had a wooden blind that didn't block the street lamp outside near the alley. The other was gifted to the god of eye cancer. But that one eye that I have can wake up to light and oh did that street lamp brightly through that wooden blind. It is an effective light. The balcony was just disgusting. I apologize for the harsh words, but I'm a nurse practitioner and there were several things that are inadequate for me because I cannot climb stairs, I have one eye, and I am a white old lady so people expect us to complain. The term Karen pops out like lightning and when someone calls us crazy, then anything else we say becomes irrelevant; it's as if that assessment makes it okay to ignore or worse yet, gaslight the person. I've mentioned a few things that you can gaslight me about; actually, when I checked out at 6 am because quite frankly, I could take another shower in the shower. It flooded the floor and it pooled in the corner by the tub. I had to mop it and I rung out the foot mat several Times before the floor was sans H2O. I put a dry towel on the former lake and held o to those bars. I'm skinny so falling on that hip sucks. That's what happened in Guadalajara when I took those students down to the nursing school in that wonderful city. I fell every day. Seeing things with 1 eye makes it 2 dimensions. 2 dimensions makes falling a thing. I can use a cane which gives me a second to not fall but if the color is all the same and there is a difference in the height of the path, there is a 50/50 chance I'm going down and the Best Western path to room 709 is dark. And quite frankly, it is scary too. At the end, I could kind of make out a right turn just past my room. Shit. I could see anything around that corner. I walked up to the room and used the key. I walked into your world and your world does not welcome a one-eyed middle aged female like me. Perhaps, it is pre-assumed we will all be a Karen so telling me at the fro t deal after no sleep, "so you are suggesting that room 709 could use more effective blinds." What do I say to that? Do I say what I think and risk further karendom? "Nope, actually that is not what I said. I said the hotel should be aware of the etiology of a customer's ability to sleep and enjoy the habitat for the time the habitat is rented. The decor was early 1980s. I was alive then. I turned 60 on that middle day I stayed at your hotel, the Best Western Plus down by all the Mexican restaurants in old town. So I'll look up what plus means. I asked this morning's gaslighter but that is up in the air for the time being. I'm certainly writing from a place of fatigue. It does generate some of my best literature so for this I am grateful. I'm still 1.5 hours early for my flight back to sanity and sleep and I've been here since 7 am. 30- 40 years ago, before an education, I would never have questioned this situation, but I've taken so much from the public over the past 3 years as a primary care provider that I ALMOST wish I'd stayed in the trailer park, but some of us escape. Some of us go to college for 14 years and some of us get to educate people about how to think about systems so that when a system inherently blocks some while facilitating others, it's a crappy system. Your system is crappy. I don't expect you to fix it. That's not how this works, I found out recently. This works that I never go back so they don't have to deal with the lady who walks funny and has one eye. That works, I may come from Best Western folks but my budget has changed. I shall no longer seek a taste of the romantic past in loo of another more responsive choice. And the ride to the airport left me in the smoking section when they dropped me off. And that was the poo poo on top of my birthday cake. BTW, you do not have the ability nor the functionality to ruin my birthday. I'm a writer and this is a variable garden of compost for the short storyI started while awake, at night. I'll let you know, not because I believe you care, but because my writing is my opportunity to get my money's worth in every situation. Some, as yours is, are more opportune than others. Be well and if this whole thing is because your business is doing badly, then maybe a change is necessary?

On 8 September 2023 we decided to this to visit San Diego old town we decided to book a room at the best Western plus hacienda because in the past we consider this is a great hotel, but things have turned to the worst when we got there on 8 September we ask the cleaning lady if she knew where our room was she said she had no idea. Here is a bullet point list of everything that went wrong during our stay. 1. Luggage holder was broken. 2. Swimming pool filter, broken 3. Jacuzzi jets not working. 4. Wi-Fi not strong enough for a room. 5. DIRECTV working on and off during our stay. 6. No mirror magnify in bathroom. 7. When we complain to the front desk, the reservation clerk was unaware of all the problems the hotel was having We are saddened and disappointment, and we might not be able to come back to our ones favorites hotel

My family and I stayed here last weekend and thought it was a great location and even the staff was fantastic till a week later and I charged double for my parking. The girl that answered the phone was rude and when I was telling her what happen she sigh like she was mad and didn't want to give me a refund for a mistake that they made. She proceeded to tell me that she refunded me and hung up the phone. I called back and she answered and wait a few seconds then just said front desk and when I asked for her name she asked me mine. I told her my name and that she knew that because she was just looking in my account. Then she said what do you want I gave you the refund. I got so mad that I told her if she was nice and did her job and asked me what happen she would have found out that we had 4 motorcycles and only used 2 parking spots and was told it would just be $20 but she kept trying to interrupt me so I started to raise my voice. And she then tells me that I don't need to yell at her and hung up on me AGAIN. I will be going to corporate with this. Because of her attitude my family and I won't be returning here or any best westerns again.

Location, location, location, for a fraction of the cost. This Spanish style hotel is rustic and charming. I had no issues staying here. Rooms were spacious and clean. Old town is walking distance and accessible. No uber needed. You park and walk. I loved the ambiance and the roof top restaurant. No complaints. The hotel is not brand new or modern. If you want state of the art hotel this is not for you. I loved the feel of the place and centrally located to my favorite place to visit, old town San Diego.

I have stayed here many times. It is in a great location near a train station. The staff really helped me a lot on my last trip too. It is also usually a reasonable price. I highly recommend it. My only advice would be to eat around 600PM because the town closes early.

I really wanted to love this place. It's beautiful and in a great location. You can walk from there all over old town. The property is covered in beautiful plants, colorful murals and tiles, and other artwork. However, some of the staff were a bit rude. Our hotel room key only worked half the time. E had to get them reprogrammed twice over a 2 day stay. They also gave us the wrong room type. Ultimately they did give us a discount for all the inconveniences which was nice. It's sucks to come back to your room after a few hours of walking around and you can't get in. The room itself was nice. A but dated but I didn't mind it. It was large with high ceilings. For as much as you pay, they should definitely fix the key card issues which are a constant issue around the complex.

Pros:This is a lovely property and convenient to the Old Town Neighborhood. With beautiful white washed stucco and red tile roofs in the Spanish Mission style, there are 8 buildings spanning 5 acres with open plazas with patio furniture between. Rooms were clean and well-appointed, if not exactly spacious, and the staff was pleasant and attentive. The pool is small, but easily the warmest outdoor pool that I have ever used! Cons: The parking situation was a decidedly cramped and less than abundant situation below the complex. I got quite confused trying to use it. This was made worse by a decision to use their parking as storage or maybe a swing space for an ongoing remodeling project. They also charge for the privilege of squeezing your car in. Also, the elevator to our building went down not less than 3 times during our stay. They were, to their credit, prompt about fixing it and gave us a discount for the added trouble, but it was a hassle. Overall, I would go back, but maybe ask for something on a lower floor!

I stayed here for the weekend for a friend's birthday and my experience was a nightmare. I was bit by bed bugs during our stay. I woke up in pain with bites all over my body. The hotel staff did not seem too concerned when I reported it. I had to throw away my expensive clothes and personal belongings because I was not going to take the bugs home with me. It was very disappointing to pay over $200 a night for bed bugs and a horrible experience.

DO NOT EVEN. This place is gross, has not been updates since at least 25 years since i went last time. Carpets are gross, bathroom nasty and the musty old basement smell reeked. I saw that they had room de-oderised under each matress. We asked for a new room because the room immediately had me gagging. It was a busy weekend and could n't find another place. The moved us reluctantly it was a bit better but still nasty motel like room. Im not sure if all the rooms are disgusting like this but if they try to put you in building 8 ask for your money back and run! Speaking of money we paid a lot for this Bates Motel like place. They have the audacity to charge so much for a nightmare. When we stepped out each morning there were a pile of half dead bees and hive right outside our door. We told the front desk I was just ignored. Parking sucked, too tight and hard to find. Epic nightmare of place! Hacienda Update your nasty place!

I finally get around to writing this review. I'm honestly surprised at all the low reviews of this place. I loved my stay, and the staff were very nice to me and my family. I felt very welcomed there. Our room was clean, nice window view of old town too! I enjoyed this place that I will be back again and update my review when I do so! :)

Very large property. Friendly staff, from from desk to maintenance. Nice city views. Right in old town

Good location close to Old Town, but a motel-like experience with the staff. When we arrived to check in, we waited 10 minutes before someone came to the desk, then were greeted with a snorty individual who seemed to be coming in to work forcefully, her name was Jamie. We thought she may have had a bad day, and so we moved on and had a good time with our friends for the rest of the evening. After checking out and travelling back home, I realized that I had left a pink sweater behind in the room. Not receiving a call from the staff, I decided to call on May 9th, and was told that they had just opened a lost and found dept as of April 27th and were able to locate the sweater even though I had checked out before that date. I was very much appreciative and was given the option to have it held or mailed via USPS. I advised them that I would like it to be held for pick up after June, as my son was undergoing surgery. They assured me it would be OK, and that they had my information and my number to contact me per my check-in and room number where I left the sweater. I then called June 3rd to let them know I will call for a date in July when I will be coming to San Diego to pick up. I called again on June 10th at 1:37pm, and I spoke with a gentleman, and I advised him that I would be coming on the 4th of July weekend to pick the sweater, and he confirmed that it will be there for me to pick up when I arrive. On June 21st, I asked my nephew to pick up the sweater for me as he was in San Diego. He called and spoke with Jamie, who advised him it was already picked up. He asked her whom it was picked up by, she said she doesn't know. She then said that they have a 90-day policy. I called and Jamie picked up. I asked her about the sweater. She told me it could not be found, and now said that they have a 30-day policy. I asked why I was not contacted about the 30-day policy, even though I had called 3 times about the sweater, during and after the 30 days, which I was so appreciative that it was found, and was assured it will be there for pick up. She became aggressive and started yelling. Astonished with her reaction, I asked to speak with a manager. She hung up on me. I called the next day and she answered. I advised her that when I asked her to speak with a manager, she hung up on me. She yelled that it was the manager who hung up on me, even though I had not spoken with any managers. I am not sure how this hotel is run, but I was ready to give a great review once I picked up my sweater, I was happy it was found, but now lost in limbo. However, this is no longer about the sweater, it is about the bad taste I was left with, as a result of the lack of communication, change of stories, poor treatment, carelessness, and incompetence that the front desk clerk, Jamie, has demonstrated. She is incredibly aggressive and may need coaching on recorded conversations for her anger management and rude behavior. She has made the whole experience with Best Western Hacienda a very dampening one.

It's hard to believe it's a Best Western hotel based on the layout of the hotel and the beautiful views of Old Town. The hotel is well kept and the rooms are spacious. The lobby and pool area were small for a hotel this size. The staff was great and very helpful during our stay. We decided not to rent a car, which saved us $15 (AAA) per day and Uber was not too bad to get to where we wanted to visit.

'Lives up to the name Old' stayed in this hotel back in April. Choose it because of the proximity to Old town square ands its Spanish Architecture. Its adjacent to the infamous Whaley House and restuarant row. The exterior of the hotel and common areas were charming and well maintaines. The low stars are for cleanliness of the room and logistics of the hotel. The rooms themselves are on different levels and in various buildings. Some of the levels do not have elevators and this is very difficult specially if you are travelling with lots of luggage and a baby. The rooms need to be better cleaned by house keeping as our rooms shutters were extremely dusty. We arrived at 2pm and they did not let us into our room until 5:30pm. Wont return.

I do NOT recommend staying at this hotel. Upon checking-in, I was charged for parking for my entire stay, then I was told right after they charged me that there was not any parking available. Parking never became available my entire stay. Although I'm a rewards member, I was charged the non-member price. Since there was no parking, I parked on the street and asked several times for the charge to be removed. The charge is still pending on my account 3 days later. The air conditioner did not work in my room, and there was no air flow. The bathroom door was broken- it wouldn't shut all the way or lock. We were not given laundry bags. There was very few outlets in the room, and some didn't even work. The room was dirty, dark, and dingy- there was large paint chips all over the wall and the wooden blinds on the windows were dusty and outdated. The rooms are not sound proof whatsoever, anytime someone walked above us it sounded like an elephant, waking us up during the night. The hot tub was not hot (the pool was warmer), and the pool area had no towels. My room key stopped working halfway through my stay. There was no ice machine on our floor, and several flights of stairs to get anywhere on the hotel property. I was NOT notified that the hotel was going to take the entire payment from my account before check-out. During check-in, they processed the entire payment, including incidental fees, without notifying me, and then charged my card again during check-out, double charging me and leaving two pending charges on my account. When I tried to tell hotel staff about the issues with my stay, including the pending charges on my bank account, they were very unapologetic about the problems and did not attempt to reconcile the issues.

I wish I could say I had an amazing experience here but I don't know how this place is called a best western plus when it lacks so many common amenities to be a plus hotel. Having 8 buildings on a hill with tons of stairs and elevators to get around isn't the idea of pleasure and a complete mistake on our end. Maybe for the retired person who doesn't leave the hotel for a week and goes only to the tequila bar and pool this is great, but even then if you have any walking restrictions or get tired easily this isn't the hotel for you as everything is completely spaced out from each other. The front desk woman Karen is probably one of the worst employees I have run into working at a hotel in my life and I stay at hotels a lot. I honestly think she just isn't trained in customer service or how to do her job which is why she doesn't know how to speak properly when talking to people. For $200-500/night don't waste your time here. This isn't a luxury or resort hotel that is super clean. The majority of rooms have no microwave, mini fridges or coffee makers (unless you rent a $500-1000 villa style property here). The only pro are for when your leaving the hotel because you can walk around old town San Diego easily, get to the beaches within 10-15 minutes and the San Diego zoo is only a 10-15 minute drive away. Breakfast is not complimentary even if you purchase it through a travel app because it is run out of a restaurant not direct service from the hotel. You must go to tequila jacks and spend $12-17 on your breakfast, which is more like a dennys menu rather than an all you can eat breakfast.

Great hotel to stay walking distance from local restaurants and historic district friendly staff

This is by far the worst hotel experience I have had. I travel to San Diego at the very least 2/4 times a year. I have stayed at Hyatt's, Marriott's, Sheraton, Best Western Coronado, Best Western Island Palms with no issues. My room was old and dirty here, but the Manager Karen Lane is the worst!!! Based on reviews regarding too many stairs, and knowing I had 2 guests with me (a previous knee injury & a 71-year-old that don't do steps very well I booked a reservation for a "Plaza" in early August for Sep 24-27th. When I arrived, I didn't know my room had been changed by doing the online pre-registration the previous day. I told Karen, I never personally changed my room, she said yes you did and shoved a printout my way, said call 800 Best Western and walked away. She didn't take a minute to try and resolve this issue. Instead left her employee "Paris" to deal with it, Paris looked to find an available room with as little steps as possible. Because it was still too much walking and a few stairs to get to this (DIRTY Carpet room), we didn't leave the room much. I don't think Best Western takes time to read complaints, all answers to complaints look as if they are automated. Karen should go train at one of the other locations!! Thank you! Paris for doing the best you could.

All is well at this establishment! We got bumped from the Hard Rock downtown during a big concert event and we couldn't even get within sight of it hardly, so as we hurled back to Old Town to take in the Whaley House Tour, we looked into just staying in Old Town and this nice-looking Hacienda property looked large above where we had been spending the afternoon. Luckily, for us -Mary and Sherry got us sorted out with a new room, parking and complimentary libations in short order. James Z at the Tequila Factory Restaurant was the consummate professional and took care of all our snack and drink needs. We had a great time and it wasn't as "boojy" as the downtown scene was.

Pros: * A cute hotel with architecture to match the rest of Old Town. * Check-in is easy * The rooms are easily accessible from the plaza * There is a pool/hot tub also located on the plaza * Complimentary breakfast * Housekeeping is quick to bring you anything you need * Only a 2 minute walk away to the Old Town district * Hotel restaurant is open for breakfast/lunch/dinner (although some meals are to-go only) Cons: * Carpet is in bad need of replacing * You have to pay $17/night for parking * The parking garage is horrible - dark and full of tight turns * Vending machines need to be replaced more frequently. The one next to our room was out of water bottles so I had to walk around the hotel looking for another one that worked.