Josh Fluckiger

Review of Laguna Cliffs Marriott Resort ...

The location and grounds are beautiful, but the se...

The location and grounds are beautiful, but the service and room were quite poor. Not only was the experience sub par (see below for details), but the hotel's response to my feedback below was largely cold and indifferent. I would not recommend staying here.

My experience:
"The location, grounds, and outside building were beautiful. We especially liked the pools and surfboard and bike rentals.

However, overall, our experience was significantly compromised for these reasons:

I) Room not available on time. We called ahead in the morning and were told that we could check in at 3pm, an hour early. However, when we arrived at 3:15, our room was not ready. The front desk told us we could use the pool while we waited for the room to be cleaned. We were not contacted until 4:15 to check in, an hour and 15 minutes after our requested time.

II) No bill and price higher than quoted. I did not receive a bill by email. In addition, my credit card was initially charged $40 more than I expected.

III) Room cleaned before check out. We left the room for a bit on the morning of check out, and came back to find that someone was cleaning our room around 10, during the time we had hoped to shower and pack up our belongings before checking out at 11. We had to wait in the hallway for several minutes before we could enter the room.

IV) Beds & room uncomfortable. Beds seemed smaller than queen size. The A/C didn't work well. We turned it as low as it would go, and the room still felt warm. No option to leave the fan on all night for white noise. We did not sleep well either night. In addition, the room had a strong smell to it, similar to a smoke smell.

V) No fridge. The room had no refrigerator.

VI) Multiple keys & keys not functioning. We received multiple key cards, two for room and two for pool access. Not only was it an annoyance to shuffle between keys, but also difficult to tell the keys apart. The pool access keys also did not work, so we had to rely on others to open the door for us.

Overall, service and comfort were well below our experiences staying at other Marriott hotels."