Best Western Plus Hacienda Hotel Old Town in San Diego

Very lame response the truth is you dont know what yhe staff did or didnt do apparently because they were unsupervised. was that my imagination that a man walked fully into my room no knock ? the soaps and coffee were invisible ? im sure thats a fake fire alarm . when i spoke to the manager she had no idea the fire alarm went off in her hotel that day so yall can miss me with the excusesb...i already got a 100% refund . Make sure you search most recent reviews.And look at the lowest reviews. There's so many terrible one star reviews, and it looks like recently, lots of one star reviews.That's the staff that's the management. it's apparent that this hotel has fallen way off of the path that it used to be on, and it's a shame.

A Nightmare Stay at The Worst Best Western Plus in room 630

I'm writing this review to warn others about my terrible experience at this hotel. On March 5-6, 2026 I stayed in room 630 and had a series of unacceptable events.

The most crazy was a staff member, unlocking my door and walking completely in the room.Despite a do not disturb sign and me standing there in my underwear going.Hey what's going on.

First, I was greeted by a rude person at the front desk, and my room was a long walk away. To make matters worse, the elevator wasn't working, so I had to climb three flights of stairs.

The next morning, I was thrusted to awake by a blaring fire alarm with no apparent cause. I called the front desk, and they seemed completely uninterested, telling me they'd "call maintenance and get back to me."

But that was just the start. My room was missing basic amenities like shampoos, soaps, and a coffee maker. When I called the front desk, they eventually brought up some shampoo, but it was a poor apology. The refrigerator wasn't even cold.

What really takes the cake is the lack of customer service. I spoke to someone at the front desk when I checked out, and they promised a manager would call me. When I called later that night, the manager claimed she knew nothing about my issues and seemed more interested in making excuses than resolving the problem.

To be honest, I'd avoid this hotel at all costs. There are much better places to stay in San Diego. If you value your sanity and want a decent stay, look elsewhere And for a taste of the chaos, check out my video of the fire alarm going off in my room 😡.

the location is in a residential neighborhood and the hotel boast a wonderful view but a very select few of the rooms will have a view of anything.

the staff was not considerate or professional. the morning was highlighted by a man unlocking my door and walking in the room to find me standing there in my underwear.

cleanliness was not a priority as i saw rats around the trash area where they had used hotel appliances stored for disposal.

the wifi could have been faster.

the rooms provide zero sound proofing if a person in on the walkway outside your room you will hear everything.

value for my money was not even relevant because it was a horrible experience and it all boils down to the staff that could not care less and a manager that did not care to listen to my complaint hanging up on me then saying she would send an email reflecting our conversation which of coarse she never did.

the bed was not comfortable i think it was mainly because I found bedbugs on the edges of the bed
I don't think I could get my head around being comfortable after that.

The hot tub wasn't even hot. It was making bubbles, but it wasn't hot.

Spacious rooms they were regular rooms.

The rooms were very dated in my opinion.

Only various select rooms would have city view.

I did not have a balcony of any kind.

If there was a friendly staff, I didn't see them. What days are they at the hotel? let me know.

I didn't even bother with the pool after I saw that the hot tub wasn't even hot.

The location of this hotel is not a plus it is not convenient. It is tucked away in a neighborhood on a hill, very much an Awkward location.

Edit 2...forgot to add that we booked the shuttle to the airport the day we got there for 8 people at 11 am. We confirmed this every single day since we had had so many issues m, including THE NIGHT BEFORE WE LEFT. We get down in the lobby around 10:30 just to make sure we're on time. Around 10:45 the shuttle driver comes and asks my dad and me if we're going to the airport and if there's 2 of us. Yes, we're going to the airport and there are 8 of us, he just stands there. I ask if its going to be a problem and he said yes, thats a problem. I have to take these ladies to the cruise ship. Luckily the ladies weren't in a hurry and told the driver he could take us and come back to get them. That place is a MESS.

Edit...we didn't even attempt to use their shuttle after the 1st day so graduation isn't an excuse for any of our issues. We used Uber on family day and graduation day. Our issue was that nobody at the hotel had any idea what they were talking about and that we had bugs in our room. Just want to warn people not to stay here. Wish we had known.

DO NOT STAY HERE. It started when we got to the airport, called for the shuttle that they told us they had to come pick us up. It doesn't pick you up at the airport. Had to lug all of our luggage (7 of us here for my nephew's graduation from the Marines) and take a city bus to Old Town and then call again once we got there for the shuttle. Once we checked in, we were told we could pay cash for the room upon check out but would need a card for incidentals, ok no problem. Some of our group did use the shuttle to go to the meet and greet that night but then had to call 2 times and wait over 40 min to be picked up when they said it would be 15 max. There were bugs in our room. Had to fight the bathroom door to close. And then to top it off, when we checked out and went to pay cash, we were told they don't accept cash. Don't waste ur time or money to stay here.

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!!