ComplaintsforLa Jolla Cove Suites

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/1/22-9/4/23 we the dates we arrived an departed. This hotel is fraudulently advertising their rooms on the website and description does NOT accommodate persons started. Safety concerns for room issued upon arrival, mold in room, trip hazzards ,carpet was literally owed back under the beds, mold in bathrooms, and price for accommodations. This inn is advertising their new tower and pictures on the website, ****** and shows fully remodeled rooms- the rooms are DISGUSTING! Pricing was horrific for nights stayed and was a *************************. Reported to ***************** as well. I would like a refund for half of my stay as we could not leave due to the holiday weekend .

  Business response

  09/18/2023

  Hello,

  We are sorry to hear of your disappointment. While the hotel does have newly renovated rooms listed on our website, there are pictures of each room type available when making a reservation. For this specific room type, there are not pictures of a newly renovated room shown. We are sorry to hear you were not happy with the rates. Our hotel rates were on the low end for the La Jolla market this past holiday weekend. We are unable to issue any refunds, as you did stay at the hotel for three nights. We are always happy to provide a refund if a guest chooses to checkout, but we must collect payment if a guest decides to stay. We hope you will give us another opportunity to serve you in the future.

  Kind regards

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 5, my family drove from ************, and checked into the La Jolla Cove (renovated room) for 2 nights. Our bill total was $1,082.92 non-refundable. When we (my wife and 2 adult kids) first entered the room the shower wall is clear glass that is visible to the main room (see attachment #7). Not sure what family is comfortable to shower in front of each other but we immediately called the front desk with our concerns. The young ladies at the front desk were very apologetic, but it seemed the only resolution now is to settle with another room in a non-renovated part of the hotel. We were given the 3 rooms to review all were substandard but since we were on our vacation, we were stuck. The carpets were pulling up and my wife tripped and almost fell, the furniture is dirty and stained, the faucets are were loose from the sink, no water pressure, scalding ***** if both showers were running, the blinds were dirty and broken, no window screens, a cheap smoke detector barely hanging on the wall, etc.. The next day, we showered and were out for most of the day, when we returned the maid had dirty cleaning supplies on the couch. We were done... we could not stay in that dilapidated, filthy, unkept, brokendown room any longer. I went to the front desk around 5 pm and advised we were leaving and asked for a refund, I was referred to ********* front-end supervisor, or ***************************** the following day. I called several times and spoke to *********, she had no interest in resolving my issues, and just repeatedly advised it was non-refundable and that I would need to speak with *******. I called twice for ******* on July 7 and he never returned my call, so I called a third time. I requested him to refund the night I did not stay and parking and he only agreed to the parking $27. These rooms are riddled with safety issues and should not be in service. I asked for a reasonable request to return half the bill for the horrible experience but was denied. Inv54124

  Business response

  07/15/2023

  To Whom it May ******************************************* reserved a room at the La Jolla Cove Hotel from 7/5/23 7/7/23. He reserved a Shores Oceanfront 2 Queen room and chose the promotional Book Early & Save rate. He agreed to the terms and conditions which included the following cancellation policy:
  
  Cancellation Policy
  Reservation is nonrefundable once booked. Full prepayment collected prior to arrival. No modifications once booked
  
  After checking in, he complained about the shower, and asked to be moved to another room. He states in his complaint that the shower wall is clear. It is not clear, but rather frosted glass. He also states this was not disclosed on our website; however, the shower wall is clearly depicted on the website. You can see the frosted glass wall in one of the pictures he provided.
  
  
  He was shown multiple rooms and decided that he wanted to move to room 803. Room 803 is a Two-bedroom, Two-bathroom suite, which costs $75 more per night for the dates he stayed at the hotel. He was not charged an additional amount for the new room even though it cost more.
  ********************** did not complain about the new room until approximately 5:00 PM on 7/6/23. At this point, he said he was checking out and asked for a refund. He was advised that his reservation is non-refundable, and he would be charged for both nights.
  
  
  The hotel provided ********************** with the exact room which he reserved upon arrival. The hotel accommodated his request to move and discounted his parking as a gesture of goodwill. No further compensation will be provided. 

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