Best Western Plus Hacienda Hotel Old Town
🏨 Hotels & Travel · San Diego
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Hotel room was dirty, infested with ants, and poorly maintained.
Business reply on Google
We take all guest feedback seriously and are committed to addressing these matters with the appropriate departments and team members.
room was unsanitary with stained bedding and presence of insects
Dilapidated room, poor plumbing, ant infestation, and filthy swimming pool.
Business reply on Google
We appreciate your review. We value the feedback you've provided and will use it to continue improving our guest experience and the quality of our service.
Staff provided poor service and failed to assist with luggage delivery.
Poor accessibility, unclean room, and food safety concerns at the hotel.
Poor room cleanliness, unavailable pool, and unhelpful hotel staff.
Business reply on Google
We are in the process of making several upgrades throughout the property to enhance the overall guest experience.
Rude staff and lack of wheelchair accessibility for guest
The hotel has reported bedbug issues and outdated rooms.
Business reply on Google
We are currently in the midst of an exciting transformation, transitioning into a refreshed and enhanced hotel experience designed with our guests’ comfort in mind. We hope to have the opportunity to welcome you back soon so you can enjoy all the improvements we are making.
Hotel has unsanitary conditions, broken shower, and poor accessibility.
dirty room, broken furniture, poor service, and non-functional elevators
Business reply on Google
We sincerely apologize for your experience .This is not the standard we strive to provide. We are currently undergoing renovations, but cleanliness should never be compromised, and we regret that we fell short.
unhelpful staff, dirty room, lack of hot water, and poor maintenance
Room cleanliness issues and malfunctioning plumbing caused significant guest discomfort.
Business reply on Google
Our deepest apologies for the frustration, inconvenience and disappointment this has caused you.
Unreliable shuttle service, presence of bugs, and inconsistent payment policies.
Business reply on Google
Thank you for your feedback, and we apologize for any inconvenience. Graduation days are an especially busy time for us, and the courtesy shuttle can experience higher demand than usual.
Staff entered room without permission and hotel amenities were missing.
Business reply on Google
Thank you for your feedback. We take guest concerns seriously, but the statements in this review do not accurately reflect what occurred during the stay. Our team followed hotel policies and made every effort to assist at the time.
Broken elevator, poor service, faulty amenities, and vehicle break-in.
Business reply on Google
Thank you for your feedback. We sincerely apologize for the inconveniences you encountered during your stay. Your comfort and satisfaction are very important to us, and we regret that we did not meet your expectations on this occasion.
Broken elevators and inattentive hotel staff.
Business reply on Google
We sincerely apologize for the inconvenience caused by the elevator in the Building being temporarily out of service. The elevator has been taken offline for essential repairs, maintenance, and system upgrades. This work is necessary to address safety concerns and ensure the elevator operates reliably and safely for everyone.
Hotel charged room fees to the wrong card despite prior agreement.
Business reply on Google
Thank you so much for taking the time to share your feedback. First and foremost, we sincerely apologize for the inconvenience you experienced during your stay with us. We truly value your comments, as they help us improve our service. We are taking your feedback seriously and will be providing additional training and support to ensure situations like this are handled more smoothly in the future. We appreciate your understanding and hope to have the opportunity to provide you with a much more seamless and enjoyable stay next time.
Room infested with bedbugs and contains mold and structural damage.
Business reply on Google
The company’s leadership or responsible team has reviewed, responded to, or taken action regarding the issue or allegation.
Unsanitary bedding, unhelpful staff, and incorrect room assignment provided.
Business reply on Google
Hello Rocio, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at (619) 298-4707. Sincerely, Ronell Jones Guest Experience Manager Best Western Plus Hacienda Hotel Old Town
Manager refused to move elderly guests to closer rooms without extra fees.
Business reply on Google
Good evening, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not meeting your expectations, especially when this was a return visit to our property. Your satisfaction is of the up most importance, and it seems we have severely failed in this situation. Your encounters with staff should always be met with the highest level of hospitality and customer service, and we also have failed in this area as well. I have will be reviewing your feedback with my management team, with hopes of coming up with solutions to prevent such an experience happening again. We are making a few changes with staff and to the property as well, so please be patience with us during this transition period. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at (619) 298-4707. Cordially, Ronell Jones Guest Experience Manager Best Western Plus Hacienda Old Town