Patrick B.
Yelp
Hotel Staffing is a major disconnect!
The La Jolla Shore Hotel is a charming and relaxing stay with its convieniences near the beach, and dining options both in the hotel and the local dining within walking distance. But when it comes to the staff, there seems to be a total disconnect between responsibilities. They know how to give you "lip service", but fail miserably in following through! It's as though each individual on the staff has their own untrained answer for your needs, but always are sure to remind you what you will be charged.
I booked 4 rooms for a weekend stay (Aug.2024) to celebrate my wifes' 70th birthday with our immediate famiy. We had booked this 2 months earlier to be sure all the arrangements were verified well in advance and all the rooms will be billed to me.
#1 Upon arrival, as my family members checked in, the front desk required that each room have a credit card pre-approved. I was assured directly by the staff member that the additional credit card was only for charging incidentals, as I had already covered for the actual room charges. At checkout, they said they had no record of our card on file and proceeded to bill my family member for each room. That was quite embarrassing for me after telling them the room charge was on us!
#2 We had 8pm reservations for dining at the Marina Room, of which the hotel offered their shuttle service for my family to the restaruant (it's a 10-15 minute walk). According to the website, they say their shuttle service goes until 10pm. When we finished dining at 9:30pm they informed us the shuttle was done for the evening, so we had to walk back. Again, another disconnect on information from the staff.
#3 The morning we were to be checking out, we first proceeded to have breakfast at 9am in the Shores Restaurant, which is right nect to the front lobby. We had still not received our food order by 10am, so I went to the front desk to enquire on possibly extending our checkout time an hour as a courtesy due to the restaurants' slow service. They informed me they don't allow late checkouts because housekeeping doesn't allow it? (Doesn't the hotel define the hotel rules? hey... just sayin') Again, does the staff create these rules along the way? I've never seen a hotel without a late checkout policy!
#4 Due to having to literally "Eat & Run" because of the slow service of the Shores restaruant, we got our things together and managed to check out at the front desk before 11:30am. Upon checkout, we explained to the staff member that the breakfast bill was charged to the room and we wanted to be sure it was included in our final checkout. They said the bill did not show yet (also said this delay wasn't unusual), but assured us they will bill our card on file (which they verified) and it will show as a separate bill . We said we will approve to that and they will email the final invoice. On our way home, we get a phone call from the Shores restaruant saying we ran out and did not pay our bill. We told them the front desk assured us it will be billed to our card, of which the girl on the phone replied "this is the restaruant and not the hotel!. Again, not only an embarassment of implying we ran out on the bill, it's a total disconnect between staff and services! (BTW, we received the restaruant invoice and reciept of payment from the hotel via email 10 minutes later.).
I apologize for the lengthy review, but the details were necessary to understand the scope of the situation.
Again, the hotel has it's charm and convieniences, but given the fact I left aprox. $7000.00 in room charges and dining, it is nowhere near meeting it's expetations and hardly deserving of any recommendations with such dissappointing policies and staff!