Cynthia M

Review of RESIDENCE INN MISSION VALLEY

I was disappointed in my stay. I have stayed at Re...

I was disappointed in my stay. I have stayed at Residence Inn and other locations in the past and have had great experiences. I will say that some of it is probably due to the covid-19 pandemic, however I just can't believe some of the things we had to go through.
On the first night we arrived there were several people behind the Hotel smoking in the parking lot. We went out a few hours later came back and there was a woman with all of her belongings outside of the back door. She was either squatting in the hotel and was being removed where was trying to move her things into the hotel. I had to call the front desk to advise them that she might have been homeless coming into the hotel because she was only wearing a partial shirt. The staff seemed concerned and by the time we returned at the end of the night her belongings and her were gone. The following day I noticed there was a room door open all night I again had to call the front desk to let them know. On the second night there was another homeless person wandering and sleeping behind the hotel. This time I did not advise the front desk.
On a Hospitality note, our room was not cleaned nor where our towels picked up. If this is something that has changed due to Cove in the understand but there should have been a better plan in place so they can pick up dirty towels even outside the room. On both nights we called the front desk to get towels and it took them over an hour for them to get to us. Once our small little trash can in the kitchen was full we had to leave our trash outside the door but no other trash bag was provided. Luckily I had my own small bags that I brought. On the website it does not state that the pool and Lounge area would be closed but it did say the things would be updated due to County regulations when we arrived at the hotel they notified us that the pool was closed.
And lastly I had to call the front desk twice regarding billing issues they charge for having a dog that wasn't stated during booking. Lola advised me that she would refund that to my card. Once I checked out I received another receipt that showed that they added it back on for another approximate $138. I had to call them back and let them know that through booking.com they specifically told me an amount I would have to pay plus parking but was not made aware of anything else. They ended up refunding the second amount again because I complained about not being made aware. This will be the last time I vacation during a pandemic and the last time I stay at the Residence Inn in Mission Bay.