Great Location, Bad Housekeeping
I hate to give a bad review on this hotel but I hope it encourages the staff to do a better job. I usually stay in Mission Valley when I come to San Diego on business so I was excited when I found Sommerset Suites on Trip Advisor, the location and price was outstanding. I booked a room for 2 days, when I arrived around 2 PM I was told check in isn’t until 3:00, as is most hotels practice, but I have always found that there is usually a room ready for early arrival, this wasn’t the case. I was told to come back after 3:00. I came back a bit after 3:00 and was told my room was still not ready so I decided to wait in the lobby. After 45 minutes (and watching several other people check in) the manager asked if I had been helped, I told him no and how long I had been waiting. I also let him know this was my first time at his hotel and it wasn’t starting off too well. He told me he would take care of me immediately and returned with a key to an upgraded room, which was a nice gesture. I went to the room and it appeared nice, was a bit dated and the bathroom tile grout was cracking and sections had been replaced before since there were two colors. In the bedroom there were two double beds, made up with the additional oversized “frew-frew” pillows that covered extra space. I unpacked and then left for dinner. When I got back I pulled the extra pillows off and was getting ready to get into bed when I saw a long black hair on the pillow case of the sleeping pillows....GROSS. I took the pillow off and checked the others and the rest of the bed which appeared OK, so I went to bed. The next morning I brought the pillow with the hair to the front desk to show them that they really need to speak with housekeeping; they said they would and also bring it to the manager’s attention. When I got back to the hotel later in the afternoon, the manager apologized for the issue and assured me that his housekeeping manager had inspected my room to be sure there were no issues. I thanked him and then changed and went out. When I got back I tossed the extra pillows on the other bed then went to sleep. The next morning what I found on the other bed when I moved the pillows was appalling....a huge brown stain and long black hair on the cover. Luckily I didn’t sleep in that bed! I was told the housekeeping manager had personally inspected the room, how was this missed!! I called the manager and he came up, I showed him the extra bed. I knew he was embarrassed and I told him he had to see it for himself and I hoped that he would re train his staff. When I checked out, he did give me a free night which was very generous as I didn’t ask for it and, although appreciated, I told him I really can’t say if I would stay at his hotel again because of the cleanliness issues. From the time I arrived till the time I left it was a comedy of errors, I really wanted to like this hotel as it was such a great location. I may give the Sommerset Suites one more try next trip only to see if they took these issues to heart and that their house keeping standards have been improved. I really hope they do!