ComplaintsforHotel Del Coronado LP
Hotels
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Complaint Details
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Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We stayed at the hotel from February 3-8 partial vacation/partial work event. On February 6th, I left on the morning and when I came back housekeeping had come in and my gold diamond necklace was missing. The only person to have access to our room was housekeeping. They stole the necklace, I made a report to security and the police. The hotel just used their insurance company Sedgwick and because they claim we didnt use the safe or put a non disturb on the door its our fault we got robbed by hotel staff. They denied the claim. The hotel knows they are liable for staffs actions. Not only they ruined our time, caused stressed and got us robbed, but they have not cared at all.Initial Complaint
08/29/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I booked a stay at the hotel Aug 17 to Aug 24, 2023. I checked into the hotel believing I was checking in using points the the front desk said they needed a credit card for incidentals and that would be all charged to the card. Upon checkout I found out the hotel had made up a reservation without my consent or knowledge and used that reservation for my stay and I found out they charged my credit card for the full amount I never authorized any of that and the events manager even admitted it was their fault and mistake. The hotel refuses to use my original reservation for points and the reservation was charged to my credit card over **** dollars. Upon check out which I said I was filing a complaint the said they would give 10 percent off the room charge and delete all the resort fees which they didnt do I said I wasnt satisfied and wanted to use points. Classic Bait and switch I want to emphasize I never knew about this other reservation no guarantee was given which is their practice for making reservations and they admitted it was their mistake but refuse to correct itInitial Complaint
06/03/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On May 20th 2023, My husband and I booked a room through Booking.com for one night at the Hotel Del Coronado in ********* **********. We booked this room specifically because the hotel is directly on the beach and my handicapped mother who was staying with us could enjoy the water with **. After checking in, we went down to the beach to swim and found that the ocean water is contaminated with sewage from nearby *******. There are several signs posted on the private Hotel Del Coranado beach warning guests that swimming in the water poses a health risk as there is ***** material in the water that causes "health risks." We did not want to continue our stay here. By this time, we had been checked in for approximately an hour. My husband went to request that we check out immediately and the woman at the desk told him that they were not allowed to let the guests check out due to the sewage problem. He persisted that we needed to check out and she said that she would have her manager call **. The manager never did call us and we were forced to stay in the room for the night. There is no advisory posted on the website of Booking.com, or the hotel even though this sewage problem has evidently been a problem for quite some time off and on, and at the time of our stay, about 15 days in a row. We had no warning whatsoever and the hotel advertises "warm sand and cool water," with pictures of couples walking in the water. We called Booking.com who called Hotel Del Coronado. When the Hotel reached out to **, they offered to wave the $50 parking fee. We told them we wanted a full refund and they refused ** saying it was our fault for staying over night when we could have left. Though due to their negligence, we were forced to stay. If proof of our encounter of asking to leave is needed, the hotel should have video evidence of us in the lobby asking to leave. The hotel offered to refund another $50 for a total of $100. Altogether we paid a total of $816. I would like a total refund.Initial Complaint
04/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
After waiting 15 years to go on vacation to see the ************* and Legoland, we finally were in a spot where we could get away long enough to treat our family to a week of fun in *********! That was until we had to move from one room to another at this resort. It was a large upgrade at the hotel and 3 times more expensive than the room so they should be top tier. I was told all I had to do was show up at the new location and sign for the room, and everything else would be taken care of for our last 4 out of 6 nights. About an hour later I checked my card and found out they had already authorized the incorrect credit card for $4,000 more than credit card by saying the system automatically charged me. I had asked that they charge a different card, and changed the information in their app while on the phone with the front desk prior to the charges., So I informed them immediately of the error and they asked me to come to the front desk so I could switch cards.. A few minutes after I switched cards, I was reviewing my other credit card because of first error, and instead of charging the difference, which they did on the first card, they authorized all 6 nights again in the second card. I had pending charges for a total of $43,000, when I bought this to the attention of the hotel they stated this was a normal practice, it was my fault for changing cards, and eventually the charges would fall off. This was on April 1st, on April 14th the final authorization dropped off, which was when the hotel released it. My complaint centers around how the hotel authorized cards for an unusually large amount totaling ****** more than the total bill, causing us to lose all our time we had while we were in **********. Also, 13 days is an unusually long time to hold an authorization.I am asking for a full refund and they have stopped responding.Initial Complaint
10/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Please reference case number *********. This was supposed to be an amazing celebratory weekend for our 20th wedding anniversary. Instead we found ourselves driving home at 10:00 on the day of check in because the hotel could not honor our original reservation. We had a reservation for a king *** room for check in on August 5, 2022 for a 3 night stay. I had accumulated 3 weekend stay passes through my Hilton card (each worth ****** points). Upon check in they tried to stuff us in a room the size of a closet with a single queen *** and barely enough room left over for a chair. We had our daughter with us and were told that we could have a roll away for her. Unfortunately the room was not big enough for the roll away to fit. They did pay for our dinner while we waited for them to find us a new room. Unfortunately at 10pm they finally said they were not going to be able accommodate us and sent us home. I was assured I would be reimbursed points for our stay. I did complain to the Hilton Honors desk and they gave me ******* points to try to make up for the disappointing experience (this was compensation for the bad experience not reimbursement for the points). However I am still owed my points for the stay (****** x 3 nights = *******). To date I have not been issued a refund. For the past 3 weeks I have been calling and have been told *********************** is the manager in charge of the refund. He is never available and refuses to call me back. I call twice a week and still have not ever gotten a call back from anyone in charge at the hotel. My last call the person at the front desk relayed a message that **** says the points have been refunded and that I should call the Hilton Honors 800 number to find out where they went. I did call the diamond member line and was told I would get a call back but still have no resolution. They did not see any record of any points being refunded. I am a very frustrated "Diamond" member just looking to be made whole.Initial Complaint
08/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In March 2022 I booked a stay at the Hotel Del Coronado. The price presented stated that it included taxes and fees. As I checked in at the hotel, I was asked for my credit card for a deposit. I just learned that the hotel charged my and extra $105 for parking and resort fees and taxes. I find this practice unlawful, since I had already paid for taxes and fees. I called the hotel and was told that it was because I made the booking through a third party website. This does not excuse the hotel to hide charges. I expect the hotel to cancel the fees. booking #*************.Initial Complaint
05/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Feb 14, I bought the ********************** umbrella and chair service rental for ****** but ended up asking for a return bc it was too hot. The woman I spoke to said she will give the refund back but I never got it. I called them and they said no return was given and that they won't give it because I forgot her name (the lady that helped me). I am going to file a complaint for a service I have not use. Unfortunately she didn't give me any receipts. Told me to just check my account in 3 days.Initial Complaint
01/25/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was stayed at hotel del Coronado from January *****, 2022. When I arrived the first night I was placed in a room which had a moldly/mildew odor. I called and complained and asked to be relocated. They only sent someone up to spray the room with lysol. The following day I had burning eyes and a scratchy throat. I was informed by the staff that due to it being an older building individuals with allergies may experience issues. I went out and purchased candles which aided in the smell of teh room but did not help with the allergic symptoms. So my stay was not enjoyable and pleasant.
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Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.