Nette B.
Yelp
My friends and I planned a weekend in SD, and she decided on StayPineapple Hotel Z San Diego. I used to live in SD and frequent the area but have never stayed here before. Since I'm fond of pineapples (Hawaii Home), I was excited to see how the accommodations were going to be.
We checked in late evening, and it is required to have a key to enter, or someone at the front desk will buzz you in.
The check-in process was smooth, but we had a mishap with the FD staff. I told him my friends and I were traveling together and we'd like to see if they were able to accommodate us on the same floor. Yay, he confirmed that we were on the same floor. I did call the night before to inform them of my requests and that I wanted to change the room type because a friend of mine wanted to stay with me in my room. According to the front desk agent who answered the phone, the upcharge would be $215 for changing the bedding type from king to 2 beds. I said, "That's OK because I don't want to spend $215 a night. We hung up and decided my friend would not stay in our room.
While checking in, the front desk agent had my ID, and he was inputting information. I then asked what credit card I had on file. He gave me the last 4, and umm, it doesn't sound familiar. My friend who was sitting down waiting for me to check so she can check in says that sounds like her credit number. Well, apparently, the Front Desk staff started changing my friends reservation, updating the address with my address/information. Apparently, it's possible that he looked up her reservation when I told him I was traveling with her. Yikes!!!
We went into our room and I was very pleased. They had 2 beds for me. Yay. I quickly called downstairs to ensure that I was not charged for the upgrade. Unfortunately, my friend who wanted to stay with me ended up going home (lives in SD) because i thought I i would have a single bed. Anyway, the beds were so comfy, and the water pressure in the shower was also awesome.
On the last night, my keys no longer worked. I went downstairs to the front desk, and the supervisor came up and tried what she could but still was not able to open my door. She says she does not have any maintenance on-site that they are there between 9-6pm. I told her I was leaving for dinner and to please call me if someone (on call maintenance) is able to change my lock. Later, she called me and said no one would be able to change my lock/batteries until the AM. I said ok, well, someone will have to let me in when I return." When we did return, the Night Auditor couldn't open the door, so we waited in the hall while he went to get something else to let us in. He finally got the door open, which I was annoyed at this point.
The next morning, I didn't want to leave my room because I knew that I didn't have a key. So I had to wait until someone in my room was awake. Again, it's annoying. Finally, someone came to repair it, which took only 2 minutes. We were able to leave with no restrictions. Now, why can't they have the overnight worker (night audit) learn how to do this repair in the event it happens to someone else. I was furious when we left, and I was ready to email the GM about my experience. I received a survey and an email asking for feedback about my accommodations. I responded to the email and expressed my negative experience, and gave them feedback. I was later contacted by Alan, Rooms Division Manager. We discussed the situation, and he made it right with me. At the end of our phone call, I was a happy customer. Many thanks to Alan for listening to my concerns and frustrations.
Overall, this is still a great boutique hotel in the heart of downtown gaslamp. When I'm in SD, I'll probably stay here again and will recommend it to all. P.S. It's a pet friendly hotel with bikes you can use .
