Lexy Nykoke

Review of Hotel Maya

(continued from review written by Dominique McNeil...

(continued from review written by Dominique McNeil on July 21 2020) She advised us to call back if they gave us any trouble but assured us that they would more than likely try to be helpful. I called the front desk and politely asked to be switched to a clean room, only to be greeted by hostility and rudeness for no reason. I was told We re too busy. If you want to switch rooms you need to be here by 4 or there is nothing we can do. This was repeated to me with the same attitude even after I explained that we had a full day planned and could not wait at the hotel from 7am (when we called) all the way to 4pm without missing our reservations for the day. When I asked to speak with a manager I was told that the woman(Deshay) that I was talking to was the front desk manager. I informed her that I had spoken to corporate about the stay and they assured me that hotel staff would be able to help, she refused entirely and stated You can call them back if you want, that s your right but as I stated we are too busy after which she proceeded to hang up on me. I then reached out to corporate again, I spoke with Travis who was very understanding but offered no other solution besides giving me the option to check our early and check in to another Hilton property. Now you would think that this would not be at an additional cost after the hell of an experience we had just gone through, but alas his attempt to rectify the situation was by telling us we could only stay at a hotel comparable to ours (which there were none, every other property was a lower rating and 30 mins from the water vs the waterfront 4 star hotel we had booked) and that we would have to pay the cost for the remainder of our stay while he attempted to request a refund for our current hotel. We would then be charged additional deposits and parking for the new property in hopes that our money from the current stay MIGHT be refunded. Once I informed him that this solution was completely unacceptable especially due to the hazardous conditions of the hotel during a pandemic he proceeded to tell me that he agreed but could do nothing further to escalate the situation besides putting in a request for a refund. This was on July 17; I have heard nothing from Hilton since. When I checked out on the 19th I fully expected to be asked about my stay by the check out staff, I was not. This entire hotel experience has been awful and I would have never expected this from a hotel associated with Hilton. I ve been a client with Hilton for over 15 years and have never experienced this type of uncleanliness from them or any other hotel. Honestly you would probably be better off checking into a super 8 before checking into the Hotel Maya. We will NEVER return here and REFUSE to stay at another Hilton property if this is not resolved soon. We will also be in contact with the health department, BBB, and any other department that handles safety and unsanitary conditions during this pandemic.

PLEASE DO NOT STAY HERE, YOU RE HEALTH IS MORE IMPORTANT!
Also, if you re looking for a clean, beautiful, and perfectly located hotel in SoCal, please check out the Solamar in San Diego. They have amazing customer service and the virtuoso room is stunning. They also have valet parking as well as street parking. Their price is also under what you will pay at Hotel Maya but staying there you could never tell; without the Solamar hotel this trip would have been completely ruined by Hilton.