Hilton La Jolla Torrey Pines

Great location, wonderful staff, but so many issues with the property itself. It seems as though the ownership has decided to give up on maintenance. 1. The location - You can't beat it. Right on the famous Torrey Pines golf course. 2. The staff - Everyone is helpful and nice, but how many times do these poor folks have to state, "I am sorry. You are right. We will try to make that right" before the owners fix/maintain/update the property? The valets are amazing. A special note to Gary and Mr. Woods (didn't catch his first name). They are incredible and make you feel so welcome. 3. The rooms/facility - Here is the problem. It seems as though the property hasn't been properly maintained for many years. We organized a conference here with 75 attendees. The air condition in the ballroom didn't work. The attendees were miserable. In fact, the only bad ratings we received from the event were related to the hotel. Attendee feedback: The room air conditioners couldn't keep the rooms cool (my wife and I experienced the same) The rooms has peeling paint, wallpaper that was missing, and other evidence of delayed maintenance. Our guest speaker had bugs in her room—not a good situation when your invited/paid guest speaker has an insect infestation. The hotel was kind enough to upgrade us to a suite, but even that room needed maintenance to bring it up to the Hilton standard. According to what I read, it has been 10 years or so since the last renovation, and it the property doesn't seem to be aging well. Our initial thought was to host the same event there next year, but due to the overwhelming negative feedback from the attendees regarding the hotel, we won't be able to do that. One minor note, while the restaurant staff was very helpful and friendly and the food decent, the french fries were horrible! The food is good here, but they might want to reconsider their french fry vendor.

We booked this hotel for two days (Dec. 15 and Dec. 16) ，expecting standard service. Unfortunately, our experience was disappointing and negatively impacted our travel schedule and mood. 1. The front desk employee, Mercedes, was extremely disrespectful. She consistently ignored me and only responded to my boyfriend, despite him indicating we were together. It was a shocking and infuriating experience, one that left me feeling humiliated. I think no guest should be treated in that way. This prompted me to write this detailed review, something I rarely do. 2. The hotel's facilities are outdated. Upon arrival, it was evident that the decor and furniture were quite old. The realization of how outdated the amenities were became apparent when the toilet clogged and the toilet water was all over the floor, causing us to move to another room, as staying in a room with a floor flooded by toilet water was clearly a worse option. We had to repack our belongings, which was inconvenient and disrupted our plans (The reason we chose to stay in one place for two nights was to avoid such inconveniences as moving rooms, but unfortunately, we still had to face this issue). 3. After these unpleasant experiences, especially the poor treatment, we hoped to cancel our second night and receive a refund. However, when Expedia contacted the hotel, the request was denied by their manager. The manager's response and overall attitude made it clear why we were treated poorly earlier: it seems to be a team-wide issue. The manager stated they couldn't verify my claims of mistreatment. When I questioned how to prove the mistreatment I experienced, perhaps by videotaping, the manager threatened to have security remove me if I tried to record any such incidents. 4. The comforters in the rooms were very thin, resembling two sheets with very few filling clumped in the corners. I had to repeatedly request additional bedding. Either because no one shows to send comforter/blankets after half or even one hour, or because I received another thin, ineffective comforter. I have to experience these twice due to changing rooms. I am not sure if their team do not value all the guests or only the ones who are not appearing wealthy. I sincerely hope that other guests won't have to endure such experiences. No one should have to endure poor treatment or face the tough choice between 1) staying and dealing with disrespect, or 2) leaving and essentially giving your money to those who don't respect their customers. BTW, I wish I had read others' reviews of this hotel before we booked it.