I've stayed at Omni La Costa several times and have always had a wonderful experience, which is why…read morethis stay was so disappointing.
I checked in on a Tuesday after Memorial Day. My first room was adorable. The bed was incredibly comfortable, and I love the unique layout of the rooms. I also enjoyed the pool, complimentary member drinks, and the overall property.
That first evening I called for a wine opener and was told someone would bring one up, but nobody ever came. I eventually went downstairs to get one myself. Not a huge deal, but unfortunately it became the first of several instances where I was told someone would follow up and nobody did.
The next day was great. I enjoyed the pool and a fitness class and had an amazing bartender. I was having such a good time that I decided to extend my stay another night.
That's when everything went downhill.
My new room was EXTREMELY hot. Maintenance came up and said it was 78 degrees and that there appeared to be an HVAC issue. After waiting around 40 minutes I ended up sitting in my car because the room was so uncomfortable.
The front desk moved me to another room and told me a manager would call regarding compensation. Nobody called.
Later that evening I returned to find the replacement room incredibly hot as well. It honestly felt cooler outside. I was told they would send somebody right up to get me moved again. Thirty minutes later, still no one. At this point it was around 10:30 PM, I had already switched rooms once, and I wasn't willing to pack everything up and move into a THIRD room with no guarantee the AC would work that late at night.
I decided to check out and find another hotel.
Unfortunately, the evening manager made the situation even worse. Instead of being understanding, he was rude and dismissive and pointed out that I had previously agreed to switch rooms. Yes, I agreed before waiting over 30 minutes with no one having shown up. I was told they would check me out and a manager would contact me regarding a refund. Nobody did.
I called the next day and was again told someone would call me back. Nobody did. I finally called again the following day and reached someone who resolved the situation. Initially, I was only offered a waived resort fee, which I found unreasonable considering I paid nearly $500 for a room without functioning AC, moved rooms once, and ultimately had to leave late at night and pay for another hotel.
After several calls the issue was finally resolved, which I appreciated, but it should not have taken that much effort.
It's frustrating because there is so much I genuinely love about Omni La Costa. The property is beautiful, the beds are comfortable, the adults only pool is fantastic, and they offer tons of activities and fitness classes. I've stayed here multiple times because I enjoy the resort.
Unfortunately, the customer service during this stay was seriously lacking. Between the HVAC issues, lack of follow through, repeated promises of callbacks that never happened, and the attitude of the evening manager, the experience left a really bad taste in my mouth.
I still think it's a beautiful resort, and most of my previous stays have been wonderful, but this particular stay was extremely disappointing.