The Monsaraz San Diego, Tapestry Collection By Hilton

Our stay at Monsaraz was an exercise in patience and confusion.
We were originally told that check-in was at 4:00 PM. Upon arrival, we were informed that check-in had been pushed back to 5:30 PM and that we would be notified when our room was ready. We were never notified. The check-in process was total chaos, people were all over the lobby waiting for rooms. The front desk employee appeared completely overwhelmed and pretended to be in charge with total attitude and no solutions.
After waiting an extra 1.5 hours to check-in and having to miss our dining reservations, when we finally did check-in, we were told Booking.com failed to pay our reservation and that we would have to essentially double pay to stay.
Then came the $75 pet fee, which had not been disclosed to us ahead of time. Another delightful surprise. When we brought that up, the front desk person basically told us good luck finding another hotel that accepts pets.
Once we finally made it to the room, we discovered that it had apparently seen better days. There was a stain on the carpet, the hair dryer was broken, there was no hand soap, and the curtains leading to the patio were completely shredded.
The next day, when we checked out, we finally encountered an empathetic, professional, understanding person at the front desk named Manny. He actually took the time to try and figure things out. Unfortunately, we were charged twice for the same room, once through booking.com and once directly through the hotel. Both parties were not very helpful in resolving this issue and I had to file a claim through my credit card to get the refund. Also, I was surprised at how bad the customer service was through booking.com and I don't think I will them in the future to book hotel stays.
Between the delayed check-in, lack of communication, chaotic front desk, surprise pet fee, payment fiasco, and room that looked like it had been through a minor wildlife incident, Monsaraz and Booking have some serious work to do.

Nothing Really. Would of loved to have a pool to lay next too, or someone in the bar at the restaurant so we could of ordered a drink. Sadly there was no one to order food or a cocktail from so we went elsewhere.

Nothing. The air conditioner went out the same night we got there and had to leave to another hotel and we still haven’t received a refund.

تعامل الموظفين سيء للغايه الفندق كان سعره غالي جداً

Air conditioning didn’t work. TV didn’t work. I paid for a king bed and got two smaller beds. Bathroom was not very clean. They said they couldn’t move me to a different room. And the only parking option is the hotel valet, but they take a long time to bring your car.

We reserved and paid for a king room nearly three weeks before our stay. When we checked in, we were given keys to a room with two queen beds without being told about the change. We only discovered the issue after entering the room and had to return to the front desk.

Staff confirmed that they had moved us because there were no king rooms available and acknowledged that they “overbooked” and that Hilton Honors/direct bookings were prioritized over third-party bookings. We were told they could cancel our reservation if we were unhappy but were not offered any meaningful accommodation or refund, despite not receiving the room type we reserved and paid for.

After the stay, Booking.com contacted the hotel on our behalf and agreed that the situation was not handled appropriately. However, the hotel still refused to provide any compensation. While the room itself was clean, the way this situation was handled left us very disappointed.

They did not have towels for us on time and we wanted to take a shower. It took more than an hour for them to deliver them.

Tv didn't work

The air conditioner was not working so they had a portable A/C. The desk chair was missing. Public Parking but had to use valet for it.

A/C didn’t work upon arrival. No discount was offered.

No A.C in room, no balcony as advertised, the main purpose of me booking this location. Front desk clerk mentioned free cancellation or 25% off and upon check out balance remained the same was not compensated

Once I got to the room it was very HOT and when I went downstairs to let them know. They said yes they knew about it that was the side that was affected and there was no other room available. The only thing they could do is give me a 30% off and since we needed a place to stay we did but checked out by 4am. We had to sleep with the window open. I was not happy with my stay and they charged me full price.

We're very disappointed with our recent stay at: The Monsaraz San Diego, Tapestry Collection. Could not sleep from heat both nights on June 26 & 27, 2026 due to no air conditioning in the room and no window to open for air? Also the temporary air condition in the room did not work properly and we reported to the front desk after no sleep in the am. Staff told us that they had problem with air-conditioning in the entire hotel and there was no room available with aircondition. We came back to the room around 2pm. Seemed like they worked on the temporary air conditioning a bit but room was still too hot and temporary air condition didn't work either. We feel that we should have been informed about this problem prier to our stay in the hotel. We were attending a family wedding in San Diego and time consuming to look for another hotel when we checked in the hotel late around 8pm. the 1st. night. The day after when we reported the problem the staff told us that they will send someone to work on the temporary aircondition but didn't solve the problem at all! We're very disappointed and requesting a refund of $680 for both nights of our stay on June 26 & 27 at the above hotel please? Thanks, Valeh Mohamedi