Pendry San Diego

What we love: location design of hotel and breakfast hot soaking pool responsive and helpful staff We didn't try the breakfast, cannot comment. Room is a bit small but okay for we two without many luggage.

Had a great time during my stay, incredible staff and excellent service and hospitality! I would highly recommend, especially for families !

Loved the hotel but had some absolutely terrible customer service. Stayed there the day after Thanksgiving thanks to a great nightly rate on the Amex Fine Hotels & Resorts program. My stay came with free breakfast and $100 food & beverage credit, so I got to work right away getting drink at their amazing Fifth & Rose cocktail bar. The next day I had a late start and got a breakfast burrito from the pool bar to enjoy in my room while I worked and enjoyed the late checkout. Asked when I checked in about leaving the folio open past checkout and they were happy to do so, so I was able to come back and have a light dinner at Lionfish and another drink at Fifth & Rose to use up my credits. That's where the bad customer service began. I was charged three different line items on my folio as sent to my email. Not understanding this, I finally put aside some time to send them an email to understand why I was being charged. After a long delay, I was responded to explaining that they messed up and didn't apply the credits correctly. I don't see how that would happen considering they went over all of this at check-in, so I had to take up my time to fix there error. Great chance for them to do something nice and waive the ridiculous amenity fee for the wasted time, but they didn't. And they charged the amenity fee to the wrong card, which I emailed back and never heard back about. Crickets. Finally called in today to try to get that person on the phone and all I could get was the front desk. Had to explain from scratch what the issue is, and the guy puts me on hold for 15 minutes to see if they could waive the amenity fee. Oh, that's nice, I was just calling to switch the card. 15 minutes later, "Sorry, we can't waive it, anything else?" I said 3 more times yes I need to switch the card let me know when you're ready for the number before his lightbulb finally turned on and he took the number from me. Hopefully this is the end of the billing debacle. For the price they charge their customer service on the backend should be WAY better than this. For me to have to follow up 2 or 3 times a month after my stay is just crazy, and if I was working there I'd be like oh man we gotta make it right and comp this guy's amenity fee since we screwed up. Nope! Oh well, lesson learned, stay at another property next time I'm in town.

Had an extremely disappointing below par experience. We had issues with the room and service throughout our stay. At check-in, the room wasn't ready with lack of supplies (towels, tea, water) and inappropriate welcome greetings of "Happy Birthday" (none of us had our birthdays). The shower wasn't working well. The knob for mixing water would come out and drop on the floor. There was only hot water initially and the water would intermittently stop flowing completely. When reported to the hotel, they refused to accept the issue initially saying it's not possible. They sent someone to check and they denied the issue as well. They took half an hour to fix the water mixing issue and they said there is no issue with water pressure. Right after the person left, the water stopped flowing again. We ordered a pizza through room service and gave clear instructions to avoid certain vegetables. The order was reconfirmed multiple times over the call. They delivered a pizza with exactly the vegetables that were supposed to be avoided. My mom went hungry because of this. When reported, they said the vegetables used were the only ones remaining. We were shocked to find out that a 5 star hotel ran out of tomatoes. When we spoke to the manager Quartz, initially she justified the service and after quite sometime started listening to us. She was kind enough to give us another more spacious room. Our entire night was spoilt and we slept at around 1 AM. The service to shift rooms was also pretty slow. The following days we had to struggle to get through to room service or the restaurant. When we tried rescheduling the reservation over call we couldn't get through to the restaurant but got forwarded to the reception which was right next to the restaurant. The receptionist refused to help me out since she said she would be trying to call the restaurant as well and said that I should come down and reschedule in-person. I came down and rescheduled however still had to wait for the table for a long time with no added benefit of rescheduling. While waiting we were always told that it will take couple of mins which wasn't true. We made sure we don't order anything unless absolutely needed. The staff was always confused about ingredients of food items. For instance, they were always unsure whether the bread had egg or not. One day were told it doesn't have egg and other days we were told it has and later corrected. On the last day, we ordered drinks right after getting a table and we had to ask for our drinks as our breakfast was getting over. When I expressed the concern, I was told that they are busy! The waitress assigned to us for drinks never came back to our tables. We were always promised a callback but never really got one ever! We had to always follow-up ourselves for any service. And were always told that they were about to call us. Many times we were not able to reach even the reception. Our calls would go unanswered. We felt the staff was very high-headed and indifferent to our woes and problems. When we expressed our feedback to the manager during checkout, we didn't feel she was really apologetic. In fact, we felt that she took the feedback just for the sake of it. There was always a delay in response and nothing really every happened hassle-free. Overall, I feel I made a mistake booking this hotel and trusting Amex for listing this property as a fine hotel. To me, it seemed very mediocre considering broken showers, incorrect food service, sluggish responsiveness and rude, high-headed behavior of the stay. I would never ever visit this property in the future nor would I recommend anyone to visit. I think it was a pure waste of money and time. Throughout the trip I just spent so much time coordinating to make things right. There was an intention of one manager Quartz to make things right but the experience just was pretty mediocre despite the intention. We did not feel as though we stayed at a 5 star property. Since we are giving a detailed feedback, would like to add that the hot tub on the last day was dirty since it had rained. However, one doesn't expect this at a 5 star property.

This was the first time at staying at Pendry and I have to say we truly enjoyed our stay. We decided to visit for my wife's birthday. From being greeted at the valet, to our son receiving a stuffed bunny from the concierge, the quick check in process, and the lovely birthday macaroons waiting in the room - all made for a start to a great stay. The appointment of the room was very nice. We had the breakfast brunch the next morning that was very tasty. Easy in and out access with the valet. We will definitely be returning for our next stay in San Diego. Thank you for a wonderful stay!