Hilton San Diego/Del Mar
🏨 Hotels & Travel · Del Mar
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
Staff repeatedly entered occupied room despite privacy sign and check-in errors
Business reply on Google
Milad, I'm truly sorry for this experience. No guest should ever have their privacy disrespected like this. We will be addressing this with our team to ensure it doesn’t happen again. Thank you for bringing it to our attention.
unhelpful staff refused to resolve reservation issues and poor breakfast quality
Business reply on Google
Joseph, I’m so sorry to hear about your experience you had at that hotel. What you described is absolutely not how we treat our guests at Hilton San Diego/Del Mar located at 15575 Jimmy Durante Blvd , Del Mar CA 92014. We will continue revising our protocols with the staff so that things like this do not happen over here.
poor customer service and broken room amenities
Staff provided false information and management failed to respond to complaints.
Business reply on Google
Thank you for bringing this to our attention, Joe. We're sorry to hear that your interaction with our team fell short of expectations. Professional and respectful service is something we take seriously, and your experience does not reflect the level of hospitality we strive to provide. Your comments will be shared with the appropriate leadership for review. If you'd like to discuss this further, please contact https://help.hilton.com/s/contactsupport and (858) 792-5200. We hope to have the opportunity to better serve you in the future.
The hotel is overpriced and staff are underpaid.
Business reply on Google
Thank you for sharing your feedback with us. We’re glad to hear that our service made a positive impression, and we truly appreciate your recognition of our team. We understand your concerns regarding pricing and overall value, and we will be sure to pass your comments along to the appropriate departments for review. Your insights help us continue to improve the guest experience.
Hotel room was infested with bugs and unauthorized holding fee not refunded
Business reply on Google
Hi Diego, thank you for sharing your feedback, and we’re truly sorry to hear about your experience. This is far from the standards we aim to provide. We take your comments about room quality, cleanliness, and the confusion regarding the charge very seriously, and we would appreciate the opportunity to look into this further. Please reach out directly so we can discuss.
Hotel provided incorrect room type and refused to address concerns.
Business reply on Google
Hi Michelle, I’m so sorry you had this experience. No one should ever check in to a room that’s not up to standard, and especially one that doesn’t meet your needs. We’ll review this with our team to make sure we do better next time. Thanks for your honest feedback.
Poor room cleanliness, damaged laundry, and dismissive management response.
Broken room facilities and excessive parking fees at the hotel.
Business reply on Google
Hi Stephanie. I’m so sorry to read about all the issues you had. We should have made sure your room was in perfect condition before you checked in, and we should have made sure you had ice without having to go to the bar. Anything broken should be fixed ASAP, so I’ll talk to our maintenance team to see what’s going on. Thanks for bringing this all to our attention.
Hotel cancelled booking without notice and provided poor customer service.
Business reply on Google
Hello Wednesday, we're sorry to hear about your experience during your work-related trip. It's concerning to learn about the issues with your booking and the service you received. Please know that this matter is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (858) 792-5200 to discuss your experience further. We hope to have the opportunity to improve your experience in the future.
The hotel room was infested with a cockroach.
Business reply on Google
I'm so sorry for the awful experience, Steam Smiles. We never want our guests to feel uncomfortable, let alone unsafe, and I can only imagine how shocking it was to find a cockroach in your room. We will be taking this very seriously and working with our pest control team to ensure nothing like this happens again. I wish we could have done more for you in the moment, but please know we are so sorry. We hope you'll give us another chance to make this up to you.
Hotel room is run down and food order was incorrect
Business reply on Google
Hello Q QQ, we're sorry to hear about the the room conditions and your dining experience. You should expect nothing less than the best accommodation from us, and it seems like we missed the mark. We will share this feedback with our team for future improvements. Thank you, and we hope to have the opportunity to provide you with a better stay next time.
Hotel rooms were unclean and room service orders were not fulfilled.
Business reply on Google
Hello Lucy, we're sorry to hear about your experience. Your feedback regarding the room conditions, amenities, and service is concerning. We are currently looking into these matters to ensure they are addressed. Please contact https://help.hilton.com/s/contactsupport and (858) 792-5200 to provide more details about your booking. We hope to have the opportunity to improve your experience in the future.
hotel staff were rude and failed to greet guests
Business reply on Google
Hi Olivia. Thanks for sharing your thoughts. I'm glad you liked the pool and our location, but I wish you had a better experience with our staff. We pride ourselves on kindness and hospitality, so I'm really sorry that was lacking during your stay. This is definitely not how we usually operate, so I'll be sure to share your feedback with the team to make sure we do better in the future. I hope you'll give us another chance next time you're in town.
Unannounced loud fire alarm test caused physical discomfort and poor staff response.
Business reply on Google
I'm so sorry for everything you went through, Angel. You’re right, the test should have been scheduled at a time that wouldn’t disrupt guests, and we should have communicated in advance to let you know it was happening. I know it’s too late now, but I truly regret how we handled this. We’ll be talking about this as a staff to make sure we do better next time. As for your points, I’ll look into that and make sure they’re processed ASAP. Thanks for bringing this all to our attention. I hope you’ll consider giving us another chance to make things right.
Staff and management engaged in discriminatory behavior toward guests.
Business reply on Google
We sincerely apologize for the behavior you experienced during your recent stay at Hilton San Diego / Del Mar. We are deeply concerned to learn that you were subjected to racist remarks by another guest of the hotel, and we want to assure you that this behavior does not reflect the values of our hotel. Please know that this individual is not an employee of the hotel. At the Hilton San Diego / Del Mar, we strive to create a welcoming and inclusive environment for all of our guests. Discrimination of any kind is unacceptable, and we are committed to ensuring that every guest feels safe and respected. While the actions of other guests fall outside the control of our staff, we take situations like this very seriously and will address them in accordance with our policies. Please know that we are here for you and deeply regret any distress caused by this unfortunate incident. We value your feedback and will continue to work towards fostering a more respectful and comfortable environment for all. Thank you for bringing this matter to our attention. We hope to have the opportunity to welcome you back and provide a much more positive experience in the future. 對於您最近入住聖地牙哥/德爾馬希爾頓飯店期間所經歷的行為，我們
Unauthorized person entered room due to hotel key management error
Business reply on Google
Hi Erin. I can’t apologize enough. What you experienced is completely unacceptable. We should never have let anyone into your room other than you and your husband. Period. I can’t believe that happened. I know we spoke about this already, but I’ll say it again, we’re so sorry. We’ll be reviewing our protocols to make sure this never happens again. I hope you’ll consider giving us another chance to make things right.
Long wait times at front desk due to understaffing
Business reply on Google
Hello Mr. Patel. I'm so sorry about the wait. I understand how frustrating that must have been, especially if you were in a rush. We'll definitely take your feedback to heart and make sure we have more staff on hand for busy weekends like commencement. Hope you'll give us another chance in the future! P.S. - We are having problems finding your reservation in our system and we don't have any employees named Liliana. Additionally, at 3pm on 6/15/24 we had 3 front desk agents and front desk manager on duty. Is there a chance this review was posted for the wrong location?
poor room maintenance, cleanliness issues, and unprofessional staff service
Business reply on Google
Hi Linda, we are truly sorry to hear about the disappointing experience you had at our Hilton San Diego/Del Mar hotel. Your feedback is important to us, and we take your concerns seriously. Please contact our support team at https://help.hilton.com/s/contactsupport and (858) 792-5200 to provide more details about your stay. We are looking into the issues you mentioned and will address them accordingly. Thank you for being a Hilton Honors member, and we appreciate your feedback as it helps us improve. We hope to have the opportunity to welcome you back for a much-improved experience.
High room rates, lack of amenities, and poor food quality.
Business reply on Google
We appreciate your feedback and regret to hear about your experience at our facility. We understand your concerns regarding the room amenities, the availability of refreshments, and the quality of the food at our restaurant. Your comments about the noise and location are also noted. We apologize for any inconvenience caused and will take your feedback into account as we strive for continuous improvement in our services. Thank you for informing us about your experience, and we hope you will reconsider staying with us in the future.