Best Western Plus Hacienda Hotel Old Town

Reviews

• AC

  Art Contreras

  Apr 24, 2026
  1.0
  The staff at this hotel are lazy and will not clean your room unless you ask for it. The pool is kept closed during normal operating hours and the staff cannot be bothered to open it, they make fake excuses that the invisible man is cleaning the already clean pool. The common areas are dirty and they'll give you a crappy room unless you go back and ask for another. The rooms are old and dated and the carpets are smelly. I definitely do not recommend this hotel and will never be back.
• ED

  Eileen Delgado

  Apr 20, 2026
  1.0
  Our stay at Best Western Plus Hacienda Hotel Old Town was extremely disappointing. From the moment we arrived, the front desk staff was rude and unprofessional. I politely asked if early check-in was possible, fully understanding that regular check-in wasn’t until 4 PM. The front desk lady immediately said no and told me that none of the rooms were clean yet—even though it was already 1 PM. I explained that I understood regular check-in wasn’t until 4 and was simply asking if any rooms happened to be available early. She then said they were fully booked, and I responded that was fine and that’s why I had asked. Strangely, right after that, she said early check-in was actually possible for an extra $25, which completely contradicted what she had just told me. Things got worse when she noticed I had used my state government discount while booking through their website. She proceeded to question why I had that rate, saying it wasn’t usually honored on weekends, even though the reservation had already been accepted and confirmed. She even asked if I was “actually on state business,” which was incredibly rude and inappropriate. As a government employee who travels often, I have stayed in many hotels and have never once been questioned like that. The biggest issue, however, was accessibility. My son has a broken leg and uses a wheelchair, and we were assigned a room that required climbing two separate staircases with absolutely no elevator access. This hotel is not accommodating for guests with mobility challenges, and the lack of ADA-friendly access was unacceptable. There was no realistic way for us to carry both my son and his wheelchair up and down stairs throughout our stay. The front desk staff showed no concern, offered no solution, and was completely unapologetic. We were left with no choice but to request a refund and book elsewhere. Thankfully, we stayed instead at Town and Country Resort just minutes away, where the staff was kind, professional, and the accommodations were clean, comfortable, and accessible. I would strongly recommend avoiding this hotel if you value good customer service, professionalism, or need ADA-friendly accommodations.
• VC

  Vanessa Camarillo

  Apr 19, 2026
  2.0
  I came here on a work trip, the hotel looks beautiful on the outside and the location is perfect. I stayed in the 700 building all the way on the ground floor and it was a nasty experience. This rating is for the room only. There was bugs in the bathroom and in the bed. The plug in the bathroom was not working, the towels were stained, the whole room smelled really bad and there was liquid oozing from the walls. The staff was very friendly but unfortunately, I couldn't wait to check out and I didnt even want to be in the room. Hopefully, they make some changes because the hotel has such great potential.
• YY

  Ya- Ya

  Apr 6, 2026
  4.0
  Fan of BW Plus. Didn't know it was in Old Town location till I was on the main street (didn't pre-book). Check-in took >50 minutes with holiday travellers, new front desk person and discrepancy between info in the system vs. actual rooms. AAA honored. Michelle came to the rescue and even matched the BW online price. MUST have good knees & balance. This large, 4-level property requires time for discovery; locating rooms & access to Tequila Restaurant for breakfast is a bit tricky. Rooms are dated; AC was good. Ground floor rooms have vaulted ceilings, more spacious feel. Wood furnishings clearly dinged, scratched, dated (not like in their photos--ie false advertising). Tub shower, good water pressure. No bathroom fan (did I miss that?); barn door--hard to roll open/close. Pull out sofa bed squEEaky! Parking $30/night; try Juan St. Elevator small, smelly. Colorful tile stairs (3-4 floors). Colorful umbrellas, bouganvillas. Small pool, colorful chairs. Three water refill stations. Comp coffee & tea by reception. Small fitness room, no windows. Breakfast 7-10:00 AM, quite a scene--low staff count at Tequila who could barely keep up with the Saturday AM horde. Good spread with usual BW buffet fare plus rice, beans, sauteed veggies, chilaquiles (?). Too frenetic. Avoid after 8:30 AM--spring break, kids. Historic location. Thoroughly enjoyed walking Old Town after 9:30 PM--serene, sprinkling of tourists--and again at 7:00 AM in Heritage Park, beautiful historic homes, Beth Israel synagogue. Location. Location. Value for $$. Suggestions: *Please touch up--repaint-- ALL outdoor wood surfaces *clean--shampoo--the elevator *more organization at breakfast *fan/ventilador in bathrooms *make bathroom door easy to open/close *touch up ALL in-room wood furniture; better yet, replace them. *fix/update the squeaky sofa beds *clone Michelle ;) Gusto! Grateful for the privilege.
• MS

  Michael H Jaranilla Sr

  Apr 5, 2026
  4.0
  Well here's another new spot that we tried during this San Diego trip. It's mainly one of those hotels that's up there. The location was just right, which was right in downtown old San Diego. The price was very reasonable two beds, a great view, nice big bathroom, a pool and spa that were very clean, the grounds add a variety of plants that were well maintain. There was plenty of parking, the staff was great, very friendly and kind, the buildings or the should I say the hotel had a mission type feel to it very beautiful. And literally it is within walking distance from all the stores around in Old downtown San Diego. The only problem that we had was the food. It comes with a complimentary breakfast first day had some potatoes that were still a little undercooked, as well as some chilaquiles that were dry. Not much of a variety on drinks. And the second and third day it seemed like they reuse the chilaquiles, rice was a little Bland with a little bit too much turmeric. But other than that everything was edible. The restaurant upstairs had an inside and outside dining area one covered and enclosed and the other one open, with a great and I mean a great View of San Diego. If you haven't tried this hotel I suggest give it a shot it's worth it still, everything is still a 10, as for the food I'd give it a 7/8. Here are some pictures enjoy.

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