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“Wants Your Cash, Doesn't Care About Kids”

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Sheraton Carlsbad Resort and Spa
Ranked #17 of 36 Hotels in Carlsbad
Reviewed 26 April 2012

Although the resort and hotel look pretty, we also fell victim to the two-day Legoland "package" only to learn that the park was closed for one of those days. It was bad enough that the resort did not bother to give us some form of accommodation or go to bat for us with Legoland to refund the price of our tickets for that day. What was worse was the utter indifference to our children, who were crying and distrought after going to the gate of Legoland only to find it closed. The hotel could have offered them a cookie, or an ice cream, something to make them feel better while the concierge suggeted alternative plans. However, no ice cream, cookies or suggestions were forthcoming. The only thing we got was a call to our room to make sure we were aware of our room charges. The package we bought also provided that children were to eat free at the hotel restaurant; of course, the hotel charged us full price for their meals as well. This place is a scourge on the Sheraton name.

  • Stayed: April 2012, travelled with family
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3  Thank Cake12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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815 - 821 of 1,287 reviews

Reviewed 20 April 2012

my boyfriend and I just returned from short vacation at the Sheraton resort and would highly recommend this destination! beautiful, new and clean property with quiet specious rooms, with mini balconies. Staff was very responsive to all of our inquiries througout the stay. Besides Legoland nearby, there is many golf courses in the area, running/hiking trails for a quick work out. Staff at the restaurant was excellent as well. We can't wait for our next getaway at this property.

  • Stayed: April 2012, travelled as a couple
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1  Thank KM_1524
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
mlconner, Manager at Sheraton Carlsbad Resort and Spa, responded to this reviewResponded 22 April 2012

Thank you for the review! We are glad you and your boyfriend had a relaxing time while visiting Carlsbad. We hope to have you back soon.

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Reviewed 20 April 2012

This is a business hotel that seems to have found itself next to Legoland, but hasn’t really accepted that it should do anything to be kid-friendly. I’ve stayed at many nice hotels lately that still have great kid things: rooms that comfortably sleep three kids (our last hotel had a brilliant bunk bed/trundle combo in a bunch of rooms); little toys or coloring books at check-in; parking close to rooms; night lights in the bathrooms; playrooms off the hotel restaurant where kids can relax while their parents are finishing dinner. This hotel did absolutely nothing – you would have had no idea they were close to a theme park, yet many, many families with small children were staying there while we were. And there was close parking to our room, but it was all reserved for the valets, despite all of the spaces being empty. Twenty/20 had great menus, but the food didn’t measure up to the descriptions, and the kids food was, well, not good. It sure looked like Kraft Mac and Cheese and a boxed pizza. Really, they can’t cook fresh food for kids? And the automatic doors to building 2 didn’t work – not a huge deal, but it sure makes entering the building with a stroller easier. If I was handicapped I would have been really annoyed.

The best two kids channels, Disney and NickJr, are nowhere to be found on the television lineup.

When I checked in I requested a crib. I was told it would be delivered shortly. When I called the front desk several hours later to check on its status, they seemed genuinely surprised to find out that there had been a request. Nice. 10 minutes later, though, it was delivered by a very nice person from housekeeping.

I had booked the breakfast package but it didn’t seem like the $30 vouchers were correctly booked to the bills? It sure seemed like they used those to cover one adult meal and one kid meal, despite the intention of covering two adult breakfasts. But they don’t itemize it so you can’t really tell how they applied it. I didn’t complain, but it seemed a deceptive to me.

The good: the hotel is nice, our room was nice, the internet is good and it is close to Legoland. Just not sure that I would stay here again with kids given that they don’t seem to really want kids to stay here. And as others have mentioned the add-on charges are annoying. I’m used to a Resort Fee including parking. Nope, not here. $12/day for the resort fee and $12/day for self-parking. Just add that into the room rates already and don’t nickel and dime at check-out – is that so hard?

  • Stayed: April 2012, travelled with family
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1  Thank TravelBabbo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
mlconner, Manager at Sheraton Carlsbad Resort and Spa, responded to this reviewResponded 22 April 2012

Thank you for taking the time to share your concerns with the hotel. I am sorry to hear that we did not meet your expectations. It is always our goal for our guests to have an amazing time while here on property. We do have daily children activities in the morning and in the evening during spring break and summer. In addition we have a ping pong table, foosball table and a pool table for our families to enjoy. I have shard your comments with our culinary team and will review our options that are available for children. Again I thank you for your time and hope that we have an opportunity to change your opinion of the Sheraton Carlsbad.
Sincerely,
Megan Conner
Assistant General Manager

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Reviewed 17 April 2012

We booked a package 2-night plus Lego land access through a joint promotion between Lego land and the Sheraton. Not only was the park closed for half the trip despite a schedule that says the water park is open daily beginning in March, 2012, but the manager of the hotel on call on Tuesday morning (4/17) could not have cared less. Putting aside the joint promotion that this manager proclaimed no reaponsibility for, but the guy had two kids in tears in front of him and could not have cared less. Not even an ice cream cone to make them stop crying -- and not even a pretence that he cared, much less was going to do anything about it. In short, the Sheraton package is a total fraud and the management only cares about a money grab. Go to any other Lego land and stay with anyone else. Sheraton Carlsbad is a shady operation run by management with, at minimum, poor ethics.

Room Tip: A room at any other hotel.
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Stayed: April 2012, travelled with family
4  Thank jkass
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
mlconner, Manager at Sheraton Carlsbad Resort and Spa, responded to this reviewResponded 22 April 2012

Thank you for taking the time to express your frustrations, it is through our guest feedback that we are able to identify areas that we need to improve upon. I have shared your concerns with our leadership team and our ambassadors and am working with our on-line reservations systems to make the hours of LEGOLAND more accessible for those that are booking on line. We are also adding the hours of operations to our conformation e-mails to help ensure that families are aware that the parks are closed on Tuesday and Wednesday during the winter season. We do want to provide excellent customer service to all of our guest. This is not something we take lightly and will continue to improve upon our resort.
Warm Regards,
Megan Conner
Assistant General Manager

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Reviewed 16 April 2012

Nice quiet rooms and comfortable beds, and close to Legoland, but not much else. The staff is fine, but not as detail-oriented as at other hotels in this price range. Breakfast service at the resturant was painfully slow if you ordered off the menu. They definitely charge a premium for their proximity to Legoland, but sometimes that's what you want.

  • Stayed: April 2012, travelled with family
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Thank Jennifer L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
mlconner, Manager at Sheraton Carlsbad Resort and Spa, responded to this reviewResponded 22 April 2012

Thank you for choosing the Sheraton Carlsbad Resort and Spa. I have shared your concerns with our Restaurant team and we are looking for a more quick and efficient way to accommodate our guests for breakfast. We appreciate the feedback as it allows us to look at our operation and see what needs to be changed based on our guest needs. We hope to have you and the family back at the hotel to experience what the Sheraton Carlsbad is all about.

Sincerely,
Megan Conner
Assistant General Manager

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Reviewed 15 April 2012

I've stayed here a few times over the past six months. The rooms are quite large and I believe all of them offer a balcony. The rooms are quiet with very comfortable beds, and I didn't hear a single neighbor during any of my stays.
Service was excellent in the hotel; although their restaraunt 20/20 could use some improvements with their service, but even more so the quality of the food. Be prepeared for some additional fees for parking and wifi; however I didn't find these charges to be out of the norm.
Thanks for a great stay and I will definitely be back whenever business takes me to Carlsbad.

Room Tip: Personally, I prefer to be a bit closer to the lobby so I request building one with a higher floor i...
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  • Stayed: February 2012, travelled on business
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Thank chris_philly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
mlconner, Manager at Sheraton Carlsbad Resort and Spa, responded to this reviewResponded 22 April 2012

Thank you for your loyalty to the Sheraton Carlsbad. We are please that we are your destination of choice. Next time you are here on property please ask for me Megan Conner. I would love to have the opportunity to hear your feedback on the restaurant.
All the Best,
Megan Conner
Assistant General Manager

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Reviewed 10 April 2012

Nice, clean rooms. Beautiful pool. There are a lot of extra costs not reflected in the room rate ($12/day parking, hotel fee). Legoland is expanding and construction at the private hotel entrance is unattractive. Also, lines can form at the private hotel entrance to Legoland because there is only one booth attendant to both handle ticket sales and scan passes.

  • Stayed: April 2012, travelled with family
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1  Thank Karin H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
mlconner, Manager at Sheraton Carlsbad Resort and Spa, responded to this reviewResponded 22 April 2012

Thank you for sharing your experience and I am sorry we did not exceed your expectations during your visit. I have meet with our Food and Beverage Team and we are looking at ways we can better accommodate the large amount of guest that we have during spring break and summer in a timelier manner. I am pleased that you found our associates to be friendly and helpful.

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Additional Information about Sheraton Carlsbad Resort and Spa

Address: 5480 Grand Pacific Dr, Carlsbad, CA 92008-4723
Phone Number:
Region: United States > California > Carlsbad
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Swimming Pool Wheelchair access
Hotel Style:
#5 Business Hotel in Carlsbad
#5 Spa Hotel in Carlsbad
#9 On the Beach Hotel in Carlsbad
#10 Romantic Hotel in Carlsbad
#13 Family Hotel in Carlsbad
Price Range: $234 - $445 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Sheraton Carlsbad Resort and Spa 4*
Number of rooms: 250
Official Description (provided by the hotel):
Situated close to the California coastline between Los Angeles and San Diego adjacent to Legoland California, providing a refreshing retreat in a charming coastal community with restaurants and shopping galore. Onsite we have over 30,000 sq ft of event space for weddings, corporate events and meetings. The perfect location for everything! ... more   less 
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Also Known As:
Sheraton Carlsbad Hotel Carlsbad
Carlsbad Sheraton

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