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Hotel del Coronado, Curio Collection by Hilton
- Hotels
- Coronado, CA
About this business
Location details
1500 Orange Ave, Coronado, CA, 92118, United States
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Check in process is a pain for us. We arrived around 3pm and checked in with the front desk. Of course, the room was not ready so we waited at courtyard which was nice. But the wait for the room was 2 hours long. Although it said room would be ready at 4. We waited till 5pm and in between there was no update text from the hotel to inform us when it will be ready. The 2 little girls were so sad and hot waiting in the sun. After we got our room, our luggage arrive at our room till around 7:30pm. We had to call a few times to r... read more
Business response:
Dear Irene, Your thoughtful feedback is much appreciated. I’m thrilled to hear that you were impressed with your accommodations and the beautiful amenities that surrounded them—The Del’s views are truly second-to-none. That being said, it’s unfortunate to hear about the delays in your check-in process. Please accept my most sincere apologies, and know that I have passed along your comments in order to improve our communication in the future. I would value the opportunity to welcome you back for a more memorable return visit.... read more
The room did not look at all like the renovated rooms. The chairs were disgustingly dirty the carpet was stained and the ocean view window had so much filth and fog in between the double pane glass you couldn’t see out it We also did not get a terrace. And the internet tv never worked. The wait time when calling the front desk was unreasonably long 20 minutes.
Business response:
Dear Molly, Thank you for taking the time to review your stay. Although I’m thrilled that you chose to stay at The Del, I apologize that your recent experience with us did not exceed your expectations. My team is committed to maintaining the highest of standards throughout the resort, and I am disappointed to hear that your experience missed the mark. I would value the opportunity to welcome you back for an improved stay in the future. Sincerely, Harold Rapoza Jr. General Manager
The hotel was under construction. It was a mess. Only one tiny elevator was working, reception took place outside, they were working on the roof outside of our room all day, causing dried tar to blow into our room. The carpets and walls were dirty. I will NEVER go back.
Business response:
Dear Tammy, Your feedback is much appreciated. While I’m thrilled that you chose to stay at The Del, it’s unfortunate that your time with us failed to live up to expectations. My team strives to offer outstanding service from check-in to check-out, and it’s clear that we fell short during your stay. Please accept my most sincere apologies for any outside disturbances that impacted your visit. I will take your comments into account going forward in order to make enhancements for the future. Sincerely, Harold Rapoza Jr. Genera... read more
disappointing The hotel is under renovation and all historic areas closed. The only entrance is at the back of the building with narrow hallway which prevents social distancing. We were not aware of new policy which they do not enter rooms for servicing or cleaning once checked in. Despite limited amenities including half of pool area closed and only one restaurant for dinner, it did not appear that they limited the resort capacity and seemed to fill the hotel. My biggest issue is that when you spend this much on a Curio col... read more
Business response:
Dear Jonathan H, I appreciate your candid feedback. It is our goal at The Del to provide outstanding service to each guest, so it’s disappointing to hear that this was not your experience. Please accept my most sincere apologies for any confusion regarding our new policies. It would be a pleasure to welcome you back in the future to see all of the exciting enhancements that we have in the works. Sincerely, Harold Rapoza Jr. General Manager
My family was very excited to stay at this historic hotel. Unfortunately our stay was not at all what we expected. Our partial view hotel room was facing the parking lot which was very loud. We were constantly disturbed by dogs barking and children crying as families loaded and unloaded their cars below. Then on our first night from 11 PM to midnight there was jackhammering going on by the city. This happen again on the third night we were there as well. Our bathroom was ridiculously small and the toilet and bathtub both had... read more
Covid and remodel make problems, of course. Our room was lousy and we came across two rude and arrogant staff members. This was a bucket list stay that was awful.
It’s still the “Del” so the location and the nostalgia are incredible. But, I’m getting pretty tired of high-end properties charging their rack rates (or above) and using COVID as an excuse for horrible or no service. The hotel was very busy and was clearly understaffed for the volume. We had to wait for 30-60 minutes for everything...check-in, bell service, towels, linens, toiletries, security, food/bev, etc. I couldn’t even get through to someone to complain - management was completely unresponsive and non-existent. Sad to... read more
Business response:
Dear Matt, I appreciate your candid feedback. I am so sorry we’ve left you with this impression. The Del is certainly iconic, and we know our guests expect and deserve a certain standard of service. I apologize for these inexcusable delays. I agree that we can do better and I will work with our team to turn things around. Your feedback is vital as we navigate this new normal, and I hope you’ll consider a return in the future to experience our historic hotel in all its glory. Sincerely, Harold Rapoza Jr. General Manager
Dirty room, smallest bathroom possible and the tub clogged three times while we were staying there . They brought up towels for us with blood splattered all over. The property has a nice beach but it’s a public beach so everyone from outside of the hotel is there. Too crowded.
Business response:
Dear Sami, Thank you for your feedback. I am terribly sorry that this was your experience at The Del. There is no excuse for these maintenance issues and I apologize. I can assure you this is something I will be following up with personally. If there’s anything else I can do to ease your mind and encourage a stay in the future, please let me know. Sincerely, Harold Rapoza Jr. General Manager
Under construction. Under staffed. Not clean. Over priced.
Business response:
Dear Paul, I’m so sorry to read that you were disappointed with your stay. We’re in the process of some restoration work on our 132-year-old resort. We go to great lengths to shield our guests from the work, but we’re not always as successful as we want to be. I value your feedback and hope you’ll consider returning in the future. Sincerely, Harold Rapoza Jr. General Manager
Frequently asked questions about Hotel del Coronado, Curio Collection by Hilton
How is Hotel del Coronado, Curio Collection by Hilton rated?
Hotel del Coronado, Curio Collection by Hilton has a 4.5 star rating with 21,098 reviews.
When is Hotel del Coronado, Curio Collection by Hilton open?
Hotel del Coronado, Curio Collection by Hilton is open now. It is open 24/7.