My daughter and I arrived late in the evening we checked in and got a room key when we parked to go to the room there were several transients in the parking lot which immediately made us feel unsafe. When we entered the room it wasn’t like the photos at all and there was a strong smell of smoke. I have lung issues and can’t be around smoke especially since I use oxygen. I didn’t see roaches inside our room but there were plenty outside which is still unsanitary and disgusting. Needless to say we did NOT stay for even 10 minutes. We immediately left to find other accommodations it was very difficult since most hotels were sold out for ComicCon we ended driving farther away to Chula Vista to find a room for the night. I was already tired from the initial drive to San Diego from Los Angeles but it was so much worse after spending more time on the road trying to find a new place to stay. I canceled my reservation and requested a refund but they refused to refund my money. I’ve been disputing it for months now with booking.com they have the worst customer service they keep saying they will help get my refund issued but it’s been 3 months already and they haven’t helped. They acknowledge the problem and issued me a travel credit but I was charged for a hotel I never used and then also paid for the new accommodations that same day. I deserve a refund without a penalty.

We checked into the Heritage Inn, dropped off our luggage, and immediately left to attend an event. When we returned a few hours later, we saw a roach crawling on the wall of our room.

We packed our belongings and went straight to the front desk to request another room. The employee told us the hotel was completely sold out and could not move us. I then requested a refund because we were not willing to stay in a room with a roach. He told me that because it had been more than four hours since check-in, he could not issue a refund and that we would have to stay the night and speak with the manager in the morning. I told him that was absolutely not an acceptable option.

He offered to cancel our second night, but I had already canceled the second night when we checked in, so we were only scheduled to stay for one night. He continued to say there was nothing he could do. I asked for the manager’s name and phone number, returned the room keys, and told him we were checking out immediately.

We ended up walking across the street to the Holiday Inn Express, which thankfully had a room available for us at approximately 10:30 p.m. I truly wish we had booked there in the first place.

Even before we saw the roach, my daughter asked me, “Mom, are you sure we should stay here?” Based on the appearance of the hotel and the overall lack of cleanliness, I reassured her that we would be fine. Unfortunately, her concerns were justified.

I am extremely disappointed, not only by the condition of the room but also by the refusal to provide a refund when the hotel could not offer us a clean replacement room. I also do not understand how there are not more negative reviews based on the condition and cleanliness of this property.

I will be contacting Hotels.com, where I made the original reservation, as well as the manager of the Heritage Inn in San Diego to request a full refund.

If I could give zero stars on the rooms I would. I read some of the reviews prior to checking in and some mentioned that the it was being remodeled. We were skeptical and decided to give the benefit of the doubt and they definitely doubted us. We checked in and could tell minor remodeling had done. I saw a couple of cockroach skin that seem to have been laying there for some time, didn’t want to think much about it was tired from the 10 hour drive. We left to have dinner and when we came back as we’re getting ready for bed there is a cockroach crawling on one of the beds. I got my luggage, my kids and rushed to the front office to request a refund. Thankfully we got not pushback or argument from the front desk staff seems like they’re used to it. Gave us confirmation that all money would be refunded. This is especially infuriating because with small children it left us with a lot of uncertainty on where would we sleep with hotels and air bnbs in the area were sold out and it was past 10pm. I do not recommend staying here.