The Westin Carlsbad Resort & Spa

Great and easy to book via trip.com. Good property but it’s a resort thus there’s resort fee and check out is subject to availability despite Bonvoy membership. Also note that we booked breakfast with the room but turned out we only have a daily breakfast credit of $44 which doesn’t quite make sense to us. Average single breakfast item on the menu is like $15-$18 and excludes coffee or drinks. Still need to top up at the end. Not great on that point. Otherwise great stay!

I stayed at The Westin Carlsbad Resort & Spa from June 22 to 27. During my stay, I discovered bed bugs in my room and immediately reported the issue to the front desk. The staff assured me they would follow up with an investigation and get back to me, but unfortunately, I never received any correspondence via email or phone. After waiting several days, I reached out directly to the Assistant General Manager for follow-up (with help from a friend who had experienced the same in a different room). While she admitted to my friend's confirmed incident, she insisted that their investigation did not list my room as one of the affected ones. Despite my attempts to explain and share my experience, she stood firm on the findings, essentially disregarding my report and providing no support or resolution. Frankly, it felt unprofessional and dismissive to have this kind of back-and-forth with hotel management after going through such an unpleasant experience, especially at one of the most expensive resorts in the area. Having to contend both with the bed bug issue and the lack of operational transparency left me frustrated and uncomfortable. I am writing this review so others are aware and can approach their stay, especially concerning room cleanliness and staff accountability with caution.

Restaurant literally served us raw chicken. Completely uncooked in the middle. They did comp our meal. We had an Executive Suite. The fake wood floor was literally peeling up and chipping all over. There is absolutely no water pressure. We decided to valet our car. When we went to retrieve it the woman at the valet stand said she wasn’t on the hotel insurance and couldn’t get our car and had no idea where it was parked. She handed me the keys and said I could “try to go find it.” Next morning room service breakfast the order was totally incorrect. If you order a bagel they give you half a bagel but charge you $21 for it. To add insult to injury they charged me for both self parking and valet parking. We left a day early because we had such a poor experience.

I have stayed at multiple Westin locations before; however, this was my first time at the Carlsbad location. On the first night of check-in, Sunday, June 22nd, everything went well, I got in late, so I went to have a drink then to bed. The next morning, I noticed a couple of bumps on my right fingers and hand. I didn't think anything of it and just thought it might be just some mosquito bites. So, after work I came back to the room, changed and lounged around the pool area. Went to bed and woke up to multiple bumps on the back of my neck, shoulder and left leg. I decided to google about the bumps on my body, and it suggests that they are from bed bugs. The rest of the week I keep finding more and more bite marks on my body. I decided to go out and buy anti-itch cream to help with the irritations. When I checked out on Friday, June 27th, the clerk asked me how my stay was. I told her that everything was great except that I was getting bitten by bedbugs during my stay. She felt so sorry that it happened and asked if I would like to make an incident report. So, I agreed, and she took down all of my information including my personal phone number. She also took pictures of the various bite marks on my body. She assured me that the incident report would be given to a third party to investigate the situation, and they would be following up with me as soon as possible. Weeks went by and I have not heard anything back from them. I decided to call the resort on Monday, July 7th and ask if they have any updates about my incident. The clerk that answered the phone could not give me an answer but told me that she would relay the message to the director, Colton. She took down my personal phone number and said that he would call me back shortly. A few hours went by, and I still have not heard from him. I called back and a different clerk told me the same thing, and I still have not heard anything back.