Sheraton Mission Valley San Diego Hotel

This place is in a prime location. Mission valley and fashion valley malls are conveniently close along with many good restaurants. It's close to the freeway as well. I can't emphasize enough how the service is a 10/10. Everyone is really nice and accommodating. I was treated with much generosity. For being a Marriott member, the late checkout time was great. The rooms were clean, comfortable, and cozy. My upgraded room even had a balcony.

Stayed here during a festival weekend and even though the city was packed, the hotel was like an oasis. They had security on-site, plenty of staff, and extra services like late-night snacks and flexible checkout. The room stayed quiet despite the city noise. It was a perfect escape after the chaos outside. I really appreciated how well-prepared they were.

I am writing not only as a guest but also as an employee of Marriott, which is why I feel deeply disappointed by the service I received during my recent stay. I checked into the hotel on Sunday night, June 15th, 2025, around 12:20 AM. Upon arrival, I was met with unprofessional and unfriendly behavior from the front desk associate. I tried to engage politely by asking how her night was going, but she cut me off with an annoyed expression and tone. This was not the warm welcome I know Marriott strives for. Once we entered our room, we found it clean and comfortable, which I appreciated. However, the bathroom door did not lock, which was a concern for us. I called the front desk to request maintenance or a room change, and the response I received was extremely unprofessional. The staff member told me to try using coins or the key card to lock the bathroom door. I was shocked by the suggestion and ended the call. Another serious issue was multiple charges to my credit card during the stay. On Wednesday, I contacted the hotel to ask why I was charged four times. I was told that when the hotel is busy, they sometimes overcharge to “secure” reservations in case of no-shows. This is unacceptable, especially since I was physically present and checked in properly. I was then told the extra charges would disappear after three days, but I still found this policy and the lack of apology concerning. What hurt most was the overall attitude and lack of care. As someone who works for Marriott, I know how much we emphasize guest satisfaction and exceptional service. Unfortunately, this hotel did not reflect those values. I kindly ask that this matter be reviewed seriously. A simple apology and some form of acknowledgment or compensation for the poor experience would go a long way in restoring trust.