LEGOLAND California Resort

1 Legoland Drive | Carlsbad, CA  [SEE MAP]Carlsbad, CA  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 1

Incredibly misleading booking practice: book the California hotel, and then told we have to stay at the Castle

Nov 10th, 2020

II have never written a review at a property that I have yet to stay at. But this indicates some shady practice at this resort. A month or so ago, we booked the Legoland California Hotel for the Ninjago theme room for the week of Thanksgiving. Today we get this email below, basically saying the hotel is not available, we can either switch to the other (older, less expensive hotel without the same rooms), or reschedule, or take a credit. I called and was told the resort have to "rotate" hotels for COVID cleaning, which is something they knew in advance and could have planned for by blocking out dates at the Legoland California Hotel, so consumers are not misled into thinking they will stay there, and then 10 days before travel, hear that they will not. Legoland very well understands travelers typically come here for a specific room type at their kids' request, so this is yet another bait and switch. Not to mention the Castle rooms are always less expensive, and Legoland is not offering a refund, only a future credit. This is incredibly shady business practice. BTW, I bought the fully flexible insurance fr $30 up front so I can cancel for a full refund, which i was going to do any ways having read the poor reviews below. So this practice does not really impact me, but it is very unfair for those who have booked and now cannot stay there and cannot get a full refund. "You have 3 simple options for your upcoming LEGOLAND Vacation. Just choose from the options below, and use the link to let us know which one you’d like to take advantage of: Keep your stay dates and enjoy the Holiday getaway your family has been waiting for at the newly reopened LEGOLAND Castle Hotel, rooms most nights for just $169 + Admission to Holidays at LEGOLAND for only $14.99! Your stay will include a LEGO-themed room, access to the hotel pool, and other family-friendly activities! See full details and how to purchase Holidays at LEGOLAND Admission below.* Choose new stay dates for March 28, 2021 or later, and we’ll price match your booking so you won’t have to pay a penny more. Plus, you’ll have the flexibility to move your dates again if you choose.** Opt for the flexibility of an open-dated credit, and we’ll issue a credit you can apply toward a future LEGOLAND Vacation booking whenever you’re ready to rebook.*** TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Awful experience. Took our money. Wouldn't trust them and don't plan to stay here ever.

Nov 6th, 2020

We booked a stay for August 23-25. The deal was advertised on Expedia but booked with the hotel and the charge on our credit card was Legoland Hotel. It was clearly marked as refundable. With Covid ramping up, we called to cancel late July but got a recording asking to call 10 days prior to stay. Called August 13 and had it cancelled with a promise of a full refund from the agent Nicole and the Duty Supervisor Gary. No refund appeared... Emailed a week later - no response. Called in mid-September and were assured it'd be refunded within 10 days; "our system is backed up but we've sent it to Finance again". No refund. Called in early October and assured refund; "new system didn't have it but we've put it in now". No refund. Called October 30; Agent said she sent it to a hotel desk front manager . The hotel front desk manager said she wasn't sure she could issue a refund because it was 3rd party. I explained we'd been through this before and the card charge was straight from Legoland. They said they were going to look into processing it and I'd get a call back Nov 2nd. No refund and no call. I've just got off the phone with another rep (11/6 today) who's sent it again to Finance. I appreciate their call center folks trying their best. But this is extremely poor service and very disappointing. I would never trust them with a dime. Their call center staff are great, but the entire operation seems geared towards taking peoples' money. I see now why some folks filed lawsuits against them. Very disappointing. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Terrible Management

Oct 25th, 2020

Stayed there in October with my family and went through a bait-and-switch for one of their upsells. Eric, the manager, was absolutely unprofessional and did not apologize once. He just continued to blame us for everything even when the conversation was recorded on the customer service line. We understand Covid is stressing everyone out, but that doesn't give anyone the right to rip guests off and treat them in this manner. If you already have reservations be sure to get some proof for what is promised because there are some shady people there. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Unsafe re: COVID

Oct 17th, 2020

Here now in Oct. 2020 - there are tons of people not wearing their masks in the common areas of the hotel. People are packed in close together. The staff doesn’t seem to care. I even had to remind a front desk employee to go put on a mask. Really disappointed in Legoland - this is a breeding ground for COVID. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Stay Away!!!

Oct 17th, 2020

This is the land of no. Almost everything is closed or severely restricted during COVID. Hours of operation are completely arbitrary and make no common sense. Don’t bring kids under 48”. Pool requires life vest - our kids have been swimming on their own for 3 summers, but are under 48” - barely. I was actually proud of them when they told the lifeguard they were unwilling to wear a life vest and preferred to just leave. There is not much else to do during the day if pool is not an option. Hope the manager does not get on here and try to justify my review like he has done for others. I politely told them that this did not seen to be the right resort for us, and asked them to respectfully let us out of our second night at the hotel. They were completely unwilling to do so. Food is pretty good, and our kids enjoyed the 15 minute movie at Lego Land. Otherwise, just don’t have much good to say about this place. Internet service is pathetic, and every time you try to order anything or make a reservation you basically have to start from scratch. The technology is not that hard!!! TRIPADVISOR.COM USER 

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