- Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The Worst Customer Service I've Ever Witnessed
I booked a room at Terranea for Thanksgiving Day as it was near where my family was gathering for the holiday. Due to dangerous weather and multiple unforeseen highway closures (It took us 15 hours to get from SF to LA, several people died on the highway due to ice and snow, google maps and Waze did not provide updates to help avoid the traffic), my family was not able to make it to our reservation. I had made other reservations as well for my entire family that day that would have amounted to much more cost than what we were spending at Terranea. Every other hotel, restaurant, venue was completely understanding, wished us safety, was aware of the dangerous environment to get there and told us not to worry about it and cancelled. Terranea? Nope. I called to cancel, and they said everything would be fine. There would be no problem moving the reservation to another date (I had prepaid). I tried to call back the same day, but was stuck in horrific traffic with no reception and eventually a dead phone and wasn't able to call back a second time (I did try calling again at 4:30 am the day after the holiday). It was Thanksgiving Day, and apparently since i didn't call back that 2nd time, after calling once, they considered it a "no show". I am still appalled at how heartless and greedy this hotel is. A mother with two young children is in a dangerous situation and this is how they react. I hope people read this and decide to book elsewhere.