Ratings based on 823 Verified Reviews
4.4 Room cleanliness
4.3 Service & staff
4.3 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveler from Temecula
Posted 7 Nov 2024
Everyone at the resort is amazing. Except the people that check you in.
Our check was supposed to be at 3pm we didn’t get our room until past 4pm. The person that checked us in David, didn’t care to apologize or make up for the late check in. I made him aware of the time and that it’s past our check in time and all he said was yes I know. No apology or anything. He spoke English, and I speak Spanish there was no misunderstanding or miscommunication.
Our room that we paid for had an upgrade of ocean view. The view of the ocean from our balcony was, best way to explain it is hold up a nickel with your hand and that nickel was the ocean. Not what was expected at all.
Comment from Hotel Management
7 Nov 2024 by Gerencia de Servicio a Huéspedes., Hotel Management
Gracias por sus comentarios, lamentamos que su experiencia se haya visto afectada por los detalles mencionados, los compartiremos con el resto del equipo para evitar estas situaciones en el futuro, lo esperamos de nuevo muy pronto.Saludos.
by A verified traveler
Posted 4 Nov 2024
As a former Hacienda Del Mar member for 30 years. Property is wonderful. This time stayed at Autograph Collection. Was disappointed. Was not given the expected room I requested, plus paper thin walls could clearly hear conversation from room next door as well as upstairs constant moving of furniture. Would prefer to stay at former (Sheridan hotel) next time much quieter.
Comment from Hotel Management
4 Nov 2024 by Guest Relations Management., Hotel Management
Dear Guest.We truly appreciate you taking the time to share your honest feedback regarding your recent stay at our resort. Please accept our sincerest apologies for the issues reported and all the inconveniences experienced during your stay.We have already extended them to each team leader involved for their immediate attention and follow up and in order to create action plans to avoid the same situations for you and other guests in the future.So sorry again for having missed the opportunity to impress you and we really hope you can give us a chance in the future to redeem your trust and to make your stay memorable for you as you deserve.SincerelyGuest Relations Management.
by A verified traveler
Posted 8 Oct 2024
Comment from Hotel Management
9 Oct 2024 by Guest Relations Management., Hotel Management
Dear Guest.Thank you for sharing your rating, look forward to welcome you back very soon.Best wihses.
by A verified traveler
Posted 26 Sep 2024
Heaven on earth, plane and simple.
Comment from Hotel Management
9 Oct 2024 by Guest Relations Management., Hotel Management
Dear Guest.Thank you very much for your kind review, we hope to see you back in HdM very soon.Kind regards.
by A verified traveler
Posted 20 Sep 2024
Comment from Hotel Management
21 Sep 2024 by Gerencia de Servicio a Huéspedes., Hotel Management
Estimado huésped.Muchas gracias por calificarnos con 5 estrellas, los esperamos de regreso muy pronto.
by A verified traveler
Posted 11 Sep 2024
Everyone was nice my only bad experience was with room service the food was bad quality we ordered pizza pasta churros and drinks. Pizza was like microwaved and cold pasta almost dry very little taste churros with strawberry sauce were hard like over cook, also one restaurant had cajun shrimp they had no flavor. But the burro cansado tacos were awesome.
Comment from Hotel Management
11 Sep 2024 by Gerencia de Servicio a Huéspedes., Hotel Management
Estimado huésped.Muchas gracias por sus comentarios, ya los hemos compartido con el resto de la gerencia para que se tomen acciones y corregir la calidad de los alimentos que ofrecemos en Room Service, lamentamos mucho que no hayamos podido cumplir con sus expectativas de calidad en nuestros alimentos de ese departamento.Esperamos poder tener la oportunidad de atenderlo en el futuro y cambiar la opinión que tiene de nosotros.Sinceramente.
by A verified traveler
Posted 20 Aug 2024
Great customer service nice and helpful information
Comment from Hotel Management
20 Aug 2024 by Social Director, Hotel Management
Thank you so much for your comments and for staying with us. We truly appreciate it!
by A verified traveler
Posted 19 Aug 2024
There was terribly loud construction going on and they did not disclose it to us when we booked it and so we never even checked in to a room and they still charged us $700 and said we “canceled and no showed”. This is unacceptable and we are disputing it.They were not accommodating or understanding to our plight. I’d never stay there for that reason alone. It was pretty deceiving.
Comment from Hotel Management
20 Aug 2024 by Social Director, Hotel Management
Dear guest, thank you so much for your feedback. We truly apologize for your experience. All your comments will be extended to the Management team directly for proper follow up on this. Hope you can grant us an opportunity to regain your trust and welcome you back in the future.
by A verified traveler from Cupertino
Posted 12 Aug 2024
Beautifully laid out, expansive and maintained ‘old style’ property.
Comment from Hotel Management
20 Aug 2024 by Social Director, Hotel Management
Thank you so much for your comments! This is your "Home Away from Home"! We really hope you visit us again soon!
by A verified traveler
Posted 12 Aug 2024 on Orbitz
The property was beautiful. The staff were super nice and very caring. Our room was right by the ocean. You could hear the waves crashing at night. The property was clean and safe. There are parts that are under renovation and so we weren't able to use the spa and one of the main restaurants.
Comment from Hotel Management
20 Aug 2024 by Social Director, Hotel Management
Thanks for staying with us. We appreciate your feedback! Hope you visit us again in the future!
