Best Western Plus Hacienda Hotel Old Town

Reviews

• JA

  Jen A

  4 days ago
  1.0
  This hotel does not accommodate their guests. Specifically said by their supervisor Vivian. Upon checking in, we were told they were going to charge our card only $25 for an incidental fee ONLY. Nothing more, nothing less. We explained that we were going to use one card for the incidental fee and another card for the room charge. The employee stated that they were not going to charge the room charge as the room charge would be charged during check out. Again, we specified how much would they charge our first card and she stated only $25. They then charged the same card the incidental fee and the room charge. I then went back to the lobby to express the inconvenience and the employee was extremely rude! Stated that "I should know how this hotel works." Figured to then escalate the situation to someone higher who was then supervisor Vivian. Vivian expressed they do not accommodate their guests and that their employees are human and there's NOTHING they can do. No discount, no accommodations for their miscommunication & their lack of understanding due to their part. As a hotel manager myself, their level of rudeness and misinformation should not be acceptable. Mistake or not! They took so much time out of our stay, will not be reserving again.
• VI

  victor acevedo iscala

  4 days ago
  1.0
  Mi experiencia en este hotel fue terrible. En la habitación había chinches y tengo fotos como evidencia. Además, durante nuestra estadía desaparecieron prendas de ropa y zapatos de la habitación. Informamos la situación al hotel y no quisieron reembolsar ni asumir ninguna responsabilidad. La falta de respuesta y de solución fue completamente decepcionante. No recomendaría este lugar. My experience at this hotel was terrible. There were bed bugs in the room, and I have photos as evidence. In addition, during our stay, clothing and shoes went missing from the room. We reported the situation to the hotel, but they refused to offer a refund or take any responsibility. The lack of response and resolution was completely disappointing. I would not recommend this place.
• JB

  Jadene Bowers

  Feb 20, 2026
  1.0
  I stayed at the Hacienda Hotel Best Western old town San Diego from February 18 to 20, 2026 in room 627 while traveling for official duties. I serve in the United States Air Force and was in San Diego for work. At approximately 2:57 AM. I woke up to a live bug crawling on my body in the bed. I removed it and confirmed it was still alive on the bedding. I later identified it as a bedbug after comparing it to verified reference images. I took photographs and secure the insect in a Ziploc bag. I immediately went to the front desk and physically brought the sealed bag containing the bug to staff. I was told the hotel was at full capacity and no alternate rooms were available. I was also informed housekeeping was not on duty and no one could inspect or address the issue at that time. Because I did not feel safe remaining in the room, I gathered my belongings and slept in my car for the rest of the night/morning. I had a 7:00 AM meeting the next morning that was unable to attend because I had no access to a shower or proper accommodations after being displaced from my room. In addition to the bedbug incident, my room had visible mold in the bathroom and a hole in the ceiling. I also observed stained towels. Several of my colleagues who were staying at this property reported similar concerns, including bugs, blood on sheets, and unsanitary (condition’s like hair in their food). The manager later claimed they conducted a heat treatment and quotations did not find anything in quotations, despite the fact that I personally brought the insect to the front desk and a sealed bag and have photo documentation. I also informed that another guest was checked into that same room afterward, exposing other guests to these conditions is unacceptable. Since reporting this issue I have been given the runaround and have not been provided accurate contact information for the general manager when requested. I stand by integrity and professionalism, the lack of urgency, accountability, and transparency, and response to a serious health concern was shocking. Traveler should be aware and carefully inspect their rooms. The conditions I experience were unacceptable. Please see pictures attached of bites on my abdomen from bed bugs, bed bug in bed, zip lock bag, mold in bathroom, and hole in ceiling in bathroom. Do NOT STAY HERE!!
• JB

  Jeremy Barrera

  Feb 14, 2026
  5.0
  My wife and I have been coming here for about 10 years now. We absolutely love the convenience of the location and the rooms are nice and spacious. The staff is absolutely incredible and very helpful l.
• DG

  Daniel Guzman

  Jan 25, 2026
  1.0
  I stayed at this hotel last week and it was honestly the worst experience ever. When i booked my reservation, i included the fee for early check-in. Once i arrived at the hotel, i was told i could not check in early and there was no rooms cleaned. The staff at the front desk were rude, no smiles or a greeting of good morning. Once i was able to get my room, the room door would not lock. Me and my family were trying to go out and explore but could not leave until maintenance came to check on what was going on with the door lock. Once the maintenance person did arrive he told us we would have to wait until they could fix the door. Naturally we asked for a different room we were on vacation and wanted to explore San Diego. He called his manager who told him to tell us we could not get another room and “We dont give out refunds”. We told the maintenance we were not going to wait hours for an issue that we did not cause, the maintenance manager ended up coming to our room and told us in a rude manner to go to the front desk and get another room. Once again i went to the front desk and the ladies gave me a different room. Once arriving to our new room, it smelled horrible like dog pee. The room was not cleaned properly at all either. Overall horrible experience at this location, I would never recommend this hotel to any of my family or friends.

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