Homewood Suites by Hilton San Diego-Del Mar

I never saw or used the room, and the whole visit was a rotten experience. I drove into the lot and walked into the hotel, where a woman at the desk said in a snotty way, “you have to go thru the doors and that's the hotel. We only have business clients here.” I went down the hall and out, then through a side door. It was dark, and I had to walk several hallways to find the front desk. A young guy there was annoyed that I interrupted his conversation with someone else. He asked for my name, couldn’t find it at first, then located the reservation I’d made the day before and told me to run my card. I was tired and stressed. The bedroom and both bathrooms had water damage, and I just wanted to relax away from the constant fans, etc. He handed over the card and said to go down the hall to the left. That was all, no help. I couldn’t find a hallway, walked through doors and saw a pool, then the parking lot. I spent a good 30mns walking around before finding my car, and went home. When I called to cancel the room I hadn’t seen or used, the person kept hanging up so I couldn’t get a word in. Update: every number I call hangs up. After I spoke to a woman yesterday about my complaint, she said someone would get back to me today. They didn’t. Time to go higher up. Rotten customer service, and so much for getting back to a customer.

The front desk was unattended for almost an hour and a half. Without online check-in, I’d have been stranded. We’d messaged ahead to say we would arrive after midnight and asked for water bottles in the room so we could start our fast during Ramadhan. As a Diamond member, I don’t think that was too much to ask, but there was no water at all once we got to the room. I went to the desk several times, before checkout and at checkout, trying to speak with a manager. The manager sent word through an employee that they were busy and would call. No one ever called. For a Hilton property charging an average of over 160 a night, this was an unacceptable experience.

I stayed five nights last month, and the way the hotel handled my lost clothing left the stay on a very poor note. I’d accidentally left several shirts, pants, and a jacket in the closet. I realized right away and called from the airport on the day I checked out, giving a detailed description and exact item count. I was also told the room hadn’t been rented that day. Even with the timing of my call and the specific information I provided, the hotel said nothing had been found. That’s concerning and disappointing, and it suggests a lack of care and accountability with guests’ belongings. I hope management and ownership take this seriously and improve the lost-and-found process.

I’ve traveled for work often and have never had to move rooms like this. The hotel eventually sent me to a different property after the air conditioning and service issues made the stay miserable. I checked in late on Feb 2, 2026, and room 430 was over 80° F. I assumed the AC had just been turned on, but it never cooled to a reasonable temperature. Just after 5:00 PM the next day, I told the front desk it wasn’t working and showed them a picture of 86° F, with the AC supposedly running all day. Someone came to mess with the thermostat, then I had to leave for an event. When I got back after 8:30, I called the desk. They’d done nothing about the broken AC for hours, had forgotten about it, and basically told me there were no rooms and to deal with the heat. I was close to sleeping in my car through another stifling night. If they’d told me nothing was available, I would have left and found another hotel, since work was covering the cost. I strongly suspect the AC wasn’t newly broken when I arrived. I believe they knew about the problem but put someone in that room because the hotel was full. I overheard a worker say to another that they were overbooked. The next day they moved me to room 132. The AC worked, but its compressor was so loud I could hear it through the closed door, and the deep rumble gave me a raging headache after a few minutes. I didn’t want to complain again, but couldn’t deal with it. Broken AC and poor service made this the worst hotel experience I’ve had.