Cecille Taylor

Review of Hilton La Jolla Torrey Pines

The customer service is terrible. The worst I hav...

The customer service is terrible. The worst I have ever seen. My credit card was charged twice for the same visit. When I called the next day I was transferred twice and then to a voice mail. It is still unresolved. My room was not cleaned and when I called about that, they yelled at me (the employee is named Alice) and told me that they could only bring towels, and that the maids had already left. However, this excuse was very unlikely because it was 5:30pm and we were out of the room all day. They did a very poor job of cleaning when it was finally done the following day. There was a piece of used dental floss (not mine) on the hallway floor outside our room the entire visit (four days) . In addition, when I made the reservation 2 mo prior to the visit, I told them my husband wanted to play golf at Torrey Pines, but they never mentioned that you need to book this 2 weeks in advance. I called the manager about this and I was disconnected after many transfers and many tries. It is a beautiful place but very poor customer service..