Hilton Garden Inn San Diego/Rancho Bernardo
🏨 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
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Experiences
Leaking air conditioner caused property damage and poor management response.
hotel staff failed to locate reservation and refused to provide assistance
Poor room cleanliness, inadequate amenities, and unresponsive front desk service.
Business reply on Google
Hi James - We're very sorry to hear about your experience with our team and the issues with our amenities. We value our guests and strive to deliver the best service and accommodations possible, so we're disappointed we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (858) 676-1660 so we can look into this further. Thanks for bringing this to our attention.
Four hour wait for room with poor staff communication and management
Business reply on Google
Hi Bhumi, we're sorry you've had negative experience at our hotel. We are looking into the issues you mentioned regarding the wait time and staff interactions. As a valued gold member, your feedback is important to us. Could you please reach out to https://help.hilton.com/s/contactsupport or (858) 676-1660 so we can discuss this with you further? We appreciate your input and hope to welcome you back under better circumstances.
Room was unprepared, amenities were missing, and staff were dismissive.
Business reply on Google
Hello Thin, thank you for sharing your detailed feedback about your recent stay at Hilton Garden Inn San Diego/Rancho Bernardo. We're sorry to hear about the issues you encountered with the service and amenities. Please contact https://help.hilton.com/s/contactsupport and (858) 676-1660 to provide more details about your booking. We hope to have the opportunity to improve your experience in the future.
Housekeeping staff stole personal items and food from the guest room.
Business reply on Google
Hello Shar, thank you for your continued stay and for sharing your concerns. We're sorry to hear about your recent experience and understand your decision. Your feedback will be shared with the appropriate team for internal review. If you'd like to discuss this further, please contact https://help.hilton.com/s/contactsupport and (858) 676-1660. We hope to have the opportunity to better serve you in the future.
The general manager exhibited discriminatory behavior toward the guest.
unauthorized parking and cookie charges with poor room and lobby maintenance
Business reply on Google
Hello Michele, we're sorry to hear about your disappointing experience during your stay. Your feedback about the room conditions, service, and unexpected charges are concerning, and we're looking into these issues. As a valued guest, your experience is important to us, and we encourage you to reach out to https://help.hilton.com/s/contactsupport or call our team at (858) 676-1660 to discuss your experience further. We hope to have the opportunity to restore your faith in Hilton in the future.
room contains damaged equipment and significant safety hazards
Incorrect parking charges and maintenance issues with leaking ceiling
Business reply on Google
Hello Stephanie, we’re sorry about the challenges you faced during your stay with us. Our goal is to provide a seamless and comfortable experience for our guests, and we regret any inconvenience caused. Your feedback is invaluable to us. Please reach out to https://help.hilton.com/s/contactsupport and (858) 676-1660 so our team can address these concerns and improve our service and accomodation. Thank you for bringing these matters to our attention and hope to have the opportunity to welcome you back in the future.
Multiple maintenance failures and poor staff service during hotel stay
The front desk staff member was extremely rude during check-in.
Business reply on Google
Hi Jeff, thank you for sharing your feedback and for being a Hilton Honors member. We're sorry to hear about your experience at check-in and that it affected your stay. We take customer service seriously and would like to address this issue. Please contact https://help.hilton.com/s/contactsupport and (858) 676-1660 to provide more details about your booking and discuss your experience further. We appreciate your loyalty and hope to better serve you in the future.
The hotel room was infested with bedbugs.
Hotel overbooked rooms and denied check-in due to reservation name issues.
Staff member was rude and unhelpful regarding reservation cancellation.
Business reply on Google
Hi Pau, we are sorry to hear about the negative your experience while cancelling your reservation. We pride ourselves on providing top-notch service, and regret falling short in this regard. We would like the opportunity to investigate your feedback further and make things right. Please reach out to us at https://help.hilton.com/s/contactsupport so that we can collect additional information about your booking details. Thank you for taking the time to give us feedback.
Unexpected daily parking fees were not disclosed during the reservation process.
Business reply on Google
Hi James, thank you for sharing your feedback with us. We apologize for any confusion regarding the parking fee. We understand your frustration and appreciate your persistence in resolving the issue with Alicia at the front desk. We take your concerns seriously and assure you that we are looking into this matter. Please reach out to us at https://help.hilton.com/s/contactsupport or (858) 676-1660 so we can further discuss your experience. We hope to have the opportunity to welcome you back for a more enjoyable stay in the future.
Hotel failed to resolve maintenance issues and provided inconsistent parking information.
Business reply on Google
Hi Huy To, thank you for sharing your feedback with us. We apologize for the disappointing experience you had during your stay at our Hilton hotel. We understand your frustration regarding the miscommunication about parking charges, and we apologize for any inconvenience caused. We're sorry to hear about the issues you encountered with your room and amenities. We assure you that we take these matters seriously, and we are looking into them to ensure they are addressed promptly. If you would like to discuss your experience further, please reach out to our support team at https://help.hilton.com/s/contactsupport or (858) 676-1660. They will be more than happy to assist you. We hope you will give us another opportunity to provide you with the exceptional stay you deserve.
Staff struggled with payment processing and confirming corporate breakfast benefits.
Business reply on Google
Hi Supratim - We're sorry to see this 1 star review and apologize for these inconveniences you had while staying with us. We want to make it up to you so please feel free to reach out to us at https://help.hilton.com/s/contactsupport. This will help us improve our guest experience in the future.
Unsanitary room conditions and presence of hazardous waste in trash
Business reply on Google
Thank you for taking the time to review your stay. I'm very sorry we did not exceed your expectations. Your comments will help us improve our service.
Hotel undergoing construction with poor cleanliness and unprofessional staff behavior.
Business reply on Google
Hi Raul Martinez - We are sorry to hear you were disappointed with your stay. Thank you for taking the time to share your feedback with us regarding our facilities. Please reach out to us at https://help.hilton.com/s/contactsupport so that we can collect some more information about your stay and what we could have done differently.