Hilton Garden Inn San Diego Old Town/SeaWorld Area

My experience at the Hilton Old Town San Diego was nothing short of a nightmare. My friends and I arrived at the hotel around 11am, excited for a weekend getaway. However, upon checking in, we were informed that our rooms were not ready. As a solution, the front desk suggested we 'pre-check in' and come back at 3pm when our rooms would be available. We followed their instructions and returned at 3pm. Walking into the lobby, we were greeted by a staff member who seemed friendly enough. However, as soon as we approached the counter and gave our information, the atmosphere changed. The staff member asked for my ID and credit card, to which I informed him that I had already given my credit card during the pre-check in process. In response, he became combative and hostile, making me feel uncomfortable and unwelcome. I was hesitant to give him my credit card again, as I did not want to be double charged for our stay. Meanwhile, my friend who was checking in with me also approached the counter. The staff member who was initially helping me rudely told her that the other staff member would assist her. When my friend went to the other staff member, she was met with an even more hostile response: 'I'm not ready for you yet!' This situation quickly escalated and a manager was called to intervene. However, instead of diffusing the tension, the manager was extremely rude and condescending towards us. He cut us off and did not come from a professional place. The entire check-in experience was a nightmare and left a sour taste in our mouths. I will never stay at this Hilton again and will not recommend it to anyone. It is unacceptable for a hotel of this caliber to have such unprofessional and disrespectful staff. I urge anyone considering staying here to read my others reviews and see I just don't post bad reviews. This was by far the worst hotel experience I have ever had. Such a a shame for the Hilton brand! Despite the initial positive experience I had at the My husband and I returned to the hotel around 10pm with our service animal, and we were greeted by the same lady who had been working earlier in the day. I inquired about parking permits for the hotel's lot, and was informed that there was a fee of $25 which would be added to our room charges. I couldn't understand why this information was not given to us during check-in, as it seemed like a basic question that should have been addressed. As I waited for my husband to return, the same lady noticed my service animal and loudly asked if he was indeed a service animal. I confirmed that he was, and she continued to ask me multiple times. I found this line of questioning to be unnecessary and borderline rude, especially since we had already informed the front desk earlier about our service animal. She then proceeded to ask me to fill out additional paperwork and pay an extra deposit for my service animal. I was taken aback by this request, as I had already provided all necessary documentation and was not informed about any additional fees for bringing a service animal. I asked her why I had to pay an extra deposit and explained that I could provide proof of my service animal's paperwork. However, she persisted in her demands, making me feel like a burden and an inconvenience. It was clear that the staff at this hotel was not familiar with the laws and regulations regarding service animals, and it was disheartening to see them harassing guests who have legitimate service animals. If it wasn't for the late hour and the fact that we were exhausted from our travels, I would have checked out and driven back to Los Angeles. The way I was treated made me feel uncomfortable and unwelcome, and it was disappointing to see such discrimination towards individuals with disabilities. I would not recommend this hotel to anyone who needs to travel with a service animal, as it is clear that they do not know how to properly accommodate and respect their guests.