Carlsbad by the Sea Hotel, Carlsbad, Series By Marriott

Exemplary Customer Service

I am incredibly grateful of Jonathan at Carlsbad By The Sea Hotel. My son and I drove all night from Arizona for a very important skateboard competition this weekend. Jonathan went beyond above and beyond to get my son and I in to a room. Jonathan’s customer service skills are exemplary and hands down some of the best I’ve experienced even being in the hospitality industry myself. Thank you so very much to Jonathan and Carlsbad By The Sea for being so accommodating!

Cool

It was great hotel with good location the staff was very nice and helpful to us I will mention Ariel

Customer Service

Nicole helped out at the first desk and she was super sweet and helpful. She also let me know that my room was different than what was reserved and if it was okay and of course it was. There were no issues at all while checking in and she let me know about the hours for everything and where I could find everything which is nice.

Amazing Staff

I recently checked into the hotel and the first thing I noticed was the amazing customer service. They were very accommodating and helpful to make sure we had everything for our stay. The property is also very nice and very clean. What I appreciated the most was my interaction with one of the hotel workers, Debbie. She greeted me with such a big smile and was so warm and friendly, she was actually my favorite part of the stay so far! Having nice a staff is truly what makes the difference in your hotel stay. Thanks for making my morning Debbie!

Avoid this hotel

Although there is a wonderful swimming pool, this hotel does not meet Marriott standards. It’s barely a notch above a Motel 6. Rooms smell moldy., the bed frame is larger than the mattress, and sticks out to injure you, the hallway light has been plastered over, leaving it quite dark, in the bathroom lacks amenities like a towel holder by the sink. But the worst was the breakfast situation. An older woman employed by the hotel went from table to table, asking us how our stay was as we were trying to have a peaceful breakfast. Worse, she walked up to our table and immediately asked my husband if he spoke English! She racially profiled him! When I asked to speak to the manager about her at checkout time, I was told he was in a phone meeting but would be there in a few minutes. After he was informed that I was there with something important to tell him, he still had not come after 15 minutes, and I was forced to leave. Avoid this hotel like the plague!

I would not recommend staying here

We stayed here the weekend of August 15th in Room 250, and unfortunately, the condition of our room and the response from the hotel were completely unacceptable, especially considering the price we paid per night. From the moment we arrived, the floors were dirty and several of the electrical outlets did not work. We initially tried to overlook these issues and make the best of our stay. However, things became significantly worse when the AC stopped working. A maintenance employee came to work on the AC unit but left a complete mess behind, which I had to clean up myself. I have photos showing the condition of the area after he finished working. We were told someone would come back to check on the AC and that fans would be brought to our room in case it could not be fixed. No one ever returned, and no fans were ever brought. The AC never came back on. On top of that, one of the mattresses is completely worn out or damaged on the far-right side near the lamp and nightstand. The mattress sinks so badly that when you lie on that side, you feel like you are going to roll right off the bed. We are reasonable people and understand that maintenance issues can happen. What is unacceptable is having multiple problems with an expensive room and then being told someone would return to address the biggest issue, only to have no one come back at all. Absolutely nothing was done to make the situation better or right We will not be returning, and unfortunately, we cannot recommend this hotel to our soccer club for future stays. Given the condition of the room and how the situation was handled, we would also like to be contacted by the regional manager regarding our experience.