Embassy Suites by Hilton San Diego La Jolla

The location was good and the breakfast was above average.

Clean friendly staff

Pulizia

sehr schönes Hotel mit tollen Zimmern und wunderbarer Lobby, hier war alles bestens

Beautiful lobby area with koi pond and waterfall.

The breakfast was great! The location was perfect for all the places we visited. The koi pond was an amazing surprise for the kids.

In the Great Gatsby, the narrator, Nick Carraway, tells the reader about Tom Buchanan, whose life peaked at 21 as an American Footballer, his life then fading away. This hotel is a bit like Buchanan. On the numerous times my family have stayed at this hotel, it's been good. Good rooms, good service and a good breakfast. But this time around the rooms looked tired (although I hear whispers they are being renovated later in the year), staff were disinterested (aside from those cleaning the rooms and at breakfast, who were excellent). Service levels were abysmal and seemingly, rules were inconsistently applied. I have always had reservations about the safety of these hotels, with the each floor having a circular balcony with a huge atrium dominating the building. On this holiday, a group of unsupervised young soccer players were behaving very badly, including throwing a shoe from around the 8th floor down towards those sitting in the atrium. The General Manager did not react decisively enough and the behaviour continued.

I like this hotel but it needs to up its game, otherwise, like Buchanan, it will fade away.

The bed was comfortable, and the room itself was reasonably spacious.

Staff was friendly and helpful

I like the breakfast included.

We have stayed at this Embassy Suites on numerous occasion over the last 15+ years and have always had a great stay, hence our decision to stay again this year.
We are mid way through a 9 night trip, as part of a large family trip, with 6 rooms in total.

We have two rooms with my parents, sisters booking the other 4 rooms.

Unfortunately our experience of ‘Embassy Suites - La Jolla’ this time has fallen way short of what we have experienced previously.
Yes- the hotel is tired and needs a refurb.
Bathrooms in particular are in need of some TLC and you do question the price you are paying per night given the state of the rooms.
However, tired bedrooms are not a major issue compared to the complete lack of any decent customer service.

The hotel failed to deal promptly or adequately to a soccer team of young boys running around the hotel screaming, playing chase in the stairwells and using service elevators. The throwing of a shoe from the 8th floor down to the Atrium, which only missed a man’s head due to it ricocheting off the buffet mezzanine roof, was the final straw. Despite various guests complaining, little seemed to be done to manage the behaviour and the risk of future injuries with this group. They continued to run and shout along the corridors late into the evening.
Management seemed not to care of the health and safety issue or of the experiences of other guests staying at the hotel.

During our first two evenings we saw various groups (Families, Soccer team groups and couples) bringing in food from outside outlets and eating in the atrium area. The soccer team even requested Embassy Suites plates to eat the food from, which they were given.

On our third evening, we decided to order pizzas and had started eating in Atrium before we were told it was forbidden to eat outside food in the Atrium and we would need to take everything up to our room. We are a party of 16 people so cramming into one room to eat pizza was always going to be a challenge. We asked why previous evenings other groups had been allowed and why we were being targeted and singled out. They told us it was the rule and to do with risk of allergies (i.e nuts) from outside food to other guests. This was absolute nonsense given the breakfast buffet serves peanut butter and manager reception each night has some sort of nuts on offer.
We reluctantly moved to the bedrooms to eat dinner. Later on the same evening, we saw three different groups eating outside food in atrium- the same area we were told to vacate 2 hours previously.

If there is a rule of no outside food then make it clear with signs and more importantly apply the rule consistently. The minute you start discriminating against certain groups and not applying rules consistently, you put yourself at risk.

Unfortunately, front of house staff treat every enquiry or question as an inconvenience to them and seem more than happy to slink off to the office behind reception and leave a queue 6 deep of customers waiting with no explanation or courtesy. Their attitude and behaviour is in stark contrast to the excellent service we have experienced in prior years from front of house staff.

The cleaning of rooms also seems to be poorly managed. On our first day, we had been out of the hotel for most of the day and returned at 4pm to a room that had not been cleaned. Housekeeping knocked at 4:30pm to clean but we were showering so had to turn them away and deal with no room service that day. On the second day, we went out all morning and returned at 12:30pm and rooms had still not been serviced. I asked at front desk if they could be done as they had not been done the previous day. and was met with a frosty accusation that I had perhaps left the “Sleeping in” sign on the door…. I had not. Third morning, we left at 8am and returned at 2:30pm and the rooms had still not been cleaned. I had to call down to reception to request they clean.

Even on the days they cleaned, they did not replace the coffee sachets and we had to call down for clean towels that had not been replaced.

Despite delays on the actual cleaning of the rooms (which may be due to a lack of staff), the housekeeping staff are perhaps the only friendly and customer focused staff in the building.

The female bar tender needs an urgent refresh in customer service. Even if you are having a bad day, scowling at customers and literally flinging their food down on the tables is not acceptable! We’ve paid way too much for these rooms to be treated like that!

On the positives, location of the hotel is ideal for UTC shopping.

Excellent location, facilities and cleanliness.

Fantastic size room, lovely breakfast, fit RT McLuhan staff, great location

For the price it’s not worth it. Electronic key doesn’t work to room. Couch looks like it was pulled from a dumpster. Would not recommend staying at Hilton in LaJolla. Overpriced for what you get.

I want to begin by saying that our overall experience was positive. We would probably stay there again.
The Good: The staff was outstanding, and everyone was helpful and friendly. A special shout out to Cristobal at Indulge, Lucy, who cleared tables at breakfast, and Rokeya (not sure how to spell it) from housekeeping. They all helped to make us feel at home.
The Bad: The parking situation. I understand and accept that some hotels charge their guest for parking, but I feel that $46 per night is excessive. The parking garage is a confusing maze.
The Ugly: The shabby condition of the furniture in the room. It's not something that affected our stay, but for the price I expected better.

location