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San Diego, Orange and Imperial Counties

BBB Accredited Business since

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Description

This company offers ocean front hotel/resort accomodations for vacationers, overnight stays, business meetings and weddings/receptions.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that La Jolla Cove Suites meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for La Jolla Cove Suites include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 4 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

4 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 4
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

0 Customer Reviews on La Jolla Cove Suites
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: July 16, 1996 Business started: 05/05/1959 in CA Business incorporated: 05/05/1959 in CA
Type of Entity

Corporation

Business Management
Ms. Joanna Capps, Assistant GM Ms. Krista Baroudi, C.E.O. Ms. Windy Gill, Guest Service Manager Ms. Jeannie Padilla, Director of Revenue Mr. Gus Salles, Office Manager Ms. Susan Stevens, General Manager
Contact Information
Principal: Ms. Joanna Capps, Assistant GM
Customer Contact: Ms. Susan Stevens, General Manager
Number of Employees

49

Business Category

Hotels Vacation Time Share Wedding Supplies & Services

Alternate Business Names
La Jolla Cove Motel and Hotel Apartments

Additional Locations

  • 1155 Coast Blvd

    La Jolla, CA 92037 (888) 525-6552 (858) 459-2621 (858) 551-3411 (858) 551-3415

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (858) 551-3411(Phone)
  • (858) 551-3415(Phone)
  • (888) 525-6552(Phone)
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Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
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Complaint Detail(s)

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I checked into the hotel in 2/18 with my wife, daughter, and granddaughter. When we arrived we were leaving a room and witnessed security striking a customer. Security proceeded to yell at us to get him help. We had no idea what was going on. It was unprofessiomal. Later around midnight my entire family was awoken by a screaming young woman banging on her hotel door next to our room. My daughter spoke to security who told us it was being taken care of. The screaming continued. We called down stairs and once again assured it was being taken care of. Finally at 2 am I went down stairs to the office and was told they we taking care of it. Numerous calls were going to the office about this screaming girl. We were never apologized too. We were never offered anything. We drove a day to get there. We decided to give it one more night. The next morning we were work up at 8 am by the cleaning crew cutting bushes. Check out was 10am. It was ridiculous for them to be out that early. The staff is rude and unhelpful. They did not care that we were awake our whole first night with a baby. Nothing was done to make out stay better. We planned to stay 3 nights and left after two. My bank statement shows them billing me for 3 nights. When I check out I was never given a final bill of my charges but was told it was for 2 nights. I complained to them many time spoke to Mr ***** and NO one returned my call.

Desired Settlement: I had a documented horrible stay at this hotel and I want a refund for my stay or a discount. It is not proper that they can treat people poorly and allow their stay to be poor. It's unacceptable I was charged for a stay that was unsatisfactory.

Business Response: I apologize for the delay in responding to your correspondence, I mistakenly thought I had taken care of this matter already. I have looked into the documentation of your stay and did find the noise complaint you referred to. We certainly apologize that your stay was disturbed in any way & that our staff failed to address the matter to your satisfaction. We have refunded your credit card for the entire stay due to your dissatisfaction and our delay in responding to your complaint. We truly regret that you had an unpleasant experience at our hotel and thank you for your patience concerning our response.

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a room through Orbitz, and prepaid for 1 night. I checked I and was told they were going to charge me to park my car. I told them it was advertised free parking, and I would park somewhere else before paying them. 15 minutes after going to my room, the security guard and owner/manager shows up at my door. They tried to force themselves in my room, but I wouldn't let them. They told me I had to leave and we're calling the police, so I told them that was fine, and I'd be glad to leave. I didn't like the way they'd treated me or hidden the costs, and I was glad to go somewhere else. When I got my bags and started towards the door, the security guard (who was 300lbs, and I'm 150lbs), assaulted me and tackled me to the ground. He started choking me until I stuck my thumb into his eyeball and he let go of me. I again tried to grab my things and leave, but was pushed back into my room by him and the other security guard that had arrived, as well as some janitor workers. I called 911 to get help, and they sent the police. The police allowed me to leave peacefully, I didn't press charges for my injuries, but this is unacceptable! Nobody should be treated this way! The room was also advertised as "La Jolla Cove Suite", however the room I got was the size of a very small bedroom (10'x10') and was very dirty and not at all a 3* hotel as advertised. I will see tomorrow if they refunded me the charges for the room, otherwise I'll have to contact my bank for fraudulent unauthorized charges to my credit card. This place is a joke, and needs to be shut down before they have a lawsuit filed against them! I have video and sound recording of it all on my cell phone for evidence too!

Desired Settlement: There's no reason why I should not receive a full refund for the charge on my credit card. I didn't stay here and wasn't even given an opportunity to stay there, so I need a full refund immediately!

Business Response: The guest did purchase through Orbitz an advance purchase/non refundable room for one night. It did not include parking. The guest had been extremely hostile at the front desk about the parking, but agreed to park off the property. The manager then saw the guest park on the property and bring a dog to his room. The manager went to the room w/security to address the pet issue as he was in a non-pet friendly room. The guest became irate and got into an altercation with the security guard. We called the police and they arrived shortly thereafter and asked the guest to leave. The charges were not refunded to the guest.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made reservation for La Jolla hotel on booking.com in there policy it says that two children under 10 may stay free of charge when using exiting beds. When I arrived at the hotel I told them I had two children on the sheet I filed out. They told me I couldn't stay there unless I upgraded for $150 dollars more or I could check out free of charge is what the clerk told me. So I choose to check out. My son is One and my daughter is 3 weeks old. The website I booked the room says clearly that Two children under ten stay free of charge when using existing beds. I have looked on my account and they charged me the money for staying there. I called back the guest Service lady on duty was rude and yelling tell me that I was wrong that I would get charged.Her name was ************ and she was the manager. But I was told I wasn't going to get charged by the clerk thats the reason I left This happened in july . *** (manager) Said she would call me back I called my bank and they are refusing to give me my money back when I never stayed there. This is wrong and I want refund and an apology from the manager. Not only did she yell at me but was telling me I was wrong. I never stayed there and they are charging me $190. They should Honor not charging me because their employer maid a mistake. "Policies of La Jolla Cove Suites Check-in From 3:00 PM hours Check-out Until 11:00 AM hours Cancellation / Prepayment Cancellation and prepayment policies vary according to room type. Please check what room conditions may apply when selecting your room above. Children and extra beds Free! Up to two children under 10 years stay free of charge when using existing beds. Any additional older children or adults are charged USD 25 per person per night when using existing beds. Any additional older children or adults are charged USD 25 per person per night for extra beds. One child under 2 years is charged USD 25 per person per night in a crib. The maximum number of extra beds/cribs in a room is 1. Any type of extra bed or crib is upon request and needs to be confirmed by management. Additional fees are not calculated automatically in the total cost and will have to be paid for separately during your stay."

Desired Settlement: I would like an email or apology from the hotel for ***'s Rude Behavior. I would also Like my refund I contacted my bank and the Hotel refuses to give me my money. It says that two children are allowed but they need use existing beds I was not going to pay 150 more when the website states 2 children can stay for free. The clerk also said that I wouldn't be charged if I choose to not upgrade so maybe they can fix there policys to be more clear!!

Business Response: To whom it may concern,
 
We have researched this matter and have determined that the language on Bokking.com is confusing.  We apologize to the guest that the information provided was not clear and we have refunded their credit card in full.  In addition, we apologize for any conduct from our staff that was unfriendly in any way.  We certainly would never condone anyone being treated in an unpleasant manner at our hotel.  We thank them for bringing this matter to our attention.
 
****** *****
Assistant General Manager
La Jolla Cove Suites

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I checked into this hotel, I was quoted $295.99 for my stay. That day, I saw text messages from my credit card company saying I'd been charged $295.99 plus an additional $356.10 a few hours later. I went to ask the man who checked me in (I believe his name was ***) what happened and he said he didn't know but would get the charges reversed with a manager (who was not in the office). I should have expected problems because when I went to my room, it was so hot I needed to leave the door open to cool it and the handle on the sink kept falling off in my hand. Later, I discovered that the shower temperature could not be regulated and people were yelling and running up and down stairs all night. I went down in the middle of the night to complain, but no manager was there and I was told to come back. I went down the next morning and said I was going to leave then and there if they did not refund me the last night's stay. A manager (I believe her name was ******, but she had brown/blonde, shoulder-length hair) told me there would be no problem, so I stayed the last night. Furthermore, maid service never showed up until I asked why they weren't and my room phone was faulty, ringing both sporadically and repeatedly for long hours of time. After another horrible night, I decided to just leave. When I went to check out, though, *** (and it took me 2 - 3 minutes to get his attention because he had headphones on and was watching something on a computer) told me my charge was $440.04. I asked for immediate clarification and a manager, but there was no manager on duty because I was checking out early in the morning. He told me someone would call me as soon as they got on shift. I received a call from a ****** asking for clarification and she seemed concerned about the problems, apologized, and told me she would issue a full refund. I waited two weeks, whereupon I called back and no one there seemed to know anything about this. ******, not on duty, was left a message. Future calls went unreturned, as well.

Desired Settlement: I am requesting a full refund. Not only was I charged multiple times without consent and for an amount I never agreed to, but the service while there and afterwards has been completely unprofessional.

Business Response:

Dear BBB,

I have called your office twice about my contact information and maybe it takes time to update, but I still have not received the email concerning this matter (other than through the reservations email) and when I try to log onto your sight it says my email does not exist.  In any event, I need to respond to this complaint so hopefully sending this email will get that accomplished.

Complaint ID:  *******

We did deal with a complaint regarding rates and credit card charges with this guest.  The guest booked with a third party, not our hotel .  The rate we charged was as agreed.  The guest no showed for the first night and was charged a “no show fee” (one night’s room and tax)  he then arrived a 5:00am in the morning.  The no show fee was refunded to the guest’s credit card.  The guest then stayed with us 3 nights.   About two weeks ago, we received a call from his bank (the credit card bank) . . . we were unable to talk to his bank about anything concerning his stay, so there was some back and forth until we finally got him and the bank on a conference call.  We explained the charges to him with his bank on the phone, but he continued to argue the same issues about being over charged.  We advised the guest to go ahead and dispute the charges with his credit card and that we would respond with our documentation and then we can let the credit card company decide.  He then brought up several issues about noise, etc. and told us he would write bad things about us everywhere online. 

Please let me know if there is anything else you need me to do and please contact me at this email or call me at the number below.

Thank you!

****** *****

Assistant General Manager

La Jolla Cove Suites

858-551-3421

www.lajollacove.com

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On the day I arrived, I did arrive late; in fact, I had called them to let them know that the airline had re-routed me and that I might not arrive until very late the next morning. I was told this would be no problem, yet when I arrived, my reservation had been canceled. There was - again - no manager present to speak with. The rate charged was absolutely not agreed because I was told I was being charged for something different, then I was charged twice more without my knowledge, let alone my consent.

I repeatedly asked to speak with a manager during my stay, but they were never present. This was not a vacation, but a business trip, so I did not have the luxury to meet them during a standard business day, which I informed them of each time. I left multiple messages and was told it was being handled. When I did speak to the manager by phone, after promising to refund me, I was asked to stay with the hotel again and that if I was unhappy with my last stay, perhaps I should have paid more to upgrade my room, putting the blame back on me. I was appalled and told her that. I also told her I would never stay there again after the way I was treated and the complete lack of service. I have no idea why they are claiming I waited two weeks to get in touch with them, as I complained from Day 1, asking to speak to a manager, who was always conveniently away from the front desk.

I did tell the hotel I would file a complaint with the BBB, but never that I would "write bad things about us everywhere online." I apologize to Ms. *****, but clearly the person who told her this story is making it all up. I am actually offended that they would suggest I would sink to that. I urge BBB representatives to search online and they will find that this is the only complaint I have written, as I value proceeding down the proper channels. It is my immense regret that I did not listen to my inner voice telling me to check out immediately of this hotel instead of continually waiting to talk to a manager.

Regards,

**** ********

Business Response:

Sorry, I was unable to use your respond section, so I’m just emailing it to you.

Complaint # *******

Again, we charged this guest as agreed and we have documentation to support it.  There is a front desk manager on duty from 6:30am to 11:30pm every day of the week, as well as a General Manager and Assistant General Manager from 8:30am to 5:00pm Monday thru Friday.  In order to further avoid the back and forth “he said/she said” we are offering a 50% refund to this guest for resolution to this complaint.

****** *****

Assistant General Manager

La Jolla Cove Suites

1155 Coast Blvd.

La Jolla, CA 92037

www.lajollacove.com

 

****** ************ ***      ************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved