The hotel was recommended by our travel agent. The pluses: excellent, convenient location, just a short walk to Metro, lots of shops and restaurants nearby. The restaurant next door was fine.
Minuses: I had specifically requested in my reservation, which I had made 4 months prior (!) a quiet room on a higher floor (I'm an extremely light sleeper, even with earplugs, which I brought with me, and need as much quiet as is possible) We checked in at 10 PM on a Tuesday evening; were told that all that was left was a room on the 2nd floor, street side. We were told that we could switch rooms the next day. However, since I made the reservations so far in advance I should not have had to do that. We decided to stick it out for a few days, but by Friday the delivery truck that left its engine running for half hour at 12:15 AM right in front of our window wore me down (this happened every night) so I switched rooms my last night. That room was quieter, but instead of a regular door to the bathroom, it had a sliding door that took a lot of manpower to open. My parent's room smelled absolutely horrible; management said they would clean it the next day but it still smelled the same the 4 nights they were there. Again; management did extend the offer for them to move the second day but my parents (80 years old) did not feel like unpacking and packing again so they stuck it out..
To top it off, when I checked back in again on the following Monday (we went out of town for 1 night and came back) my reservation was wrong, AGAIN. They said all they had was a room with a king bed . I was traveling with my 15 year old son and said this was not acceptable. They gave us a room with a foldout sofabed. My son is not one to complain but he said he had a sore neck the next morning, the mattress was very uncomfortable. Once again, they offered to switch our rooms (for the last night we were there) and they did, and gave us a complimentary breakfast and sparkling water and cheese in our room that evening. Still, that did not make up for the fact that our reservations were made far in advance, and were incorrect not once, but TWICE . I should have been offered a comp on that room for the night we had a sofabed or at least been refunded half its cost since it's not the type of room we requested (the rooms were not cheap; $359 plus tax, which came out to over $400 a night, which is a lot of money on my budget)
It's unfortunate, because it is a nice hotel, but the problems we had with our rooms would make me not want to stay there again. When I was at the front desk one time there was someone else checking in and they were told the same thing; the hotel was fully commited (i.e. sold out) and the room type they had requested was not available and they had to get another type of room. So we were not the only ones it happened to. Again, full disclosure, the staff always did offer to move us the next day, and apologized; but the rooms should have been blocked correctly ahead of time and we should not have had to move.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management Response
Palomarc, General Manager
(Management representative)
Jun 26, 2008
My management team made every effort to resolve the room type discrepancy and spoke directly with the guest and family to insure all appropriate measures were taken to provide the excellent service and accommodations the Palomar Hotel is known for.
Palomar Hotel General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.