Legoland Hotel, Staybridge Suites Legoland Resort, Legoland Vacations Bait and switch, hazardous conditions Carlsbad CA

We booked a travel package through the Legoland website for mid July 2021. Since it seemed there was no availability at the Legoland Hotel, we were offloaded to another offsite hotel, at the Staybridge Suites in Carlsbad. Yet we were still paying the premium hotel fees, without any of the perks or amenities of the Legoland Hotel.

Our friends, who were able to book a room at the Legoland Hotel, paid just $100 more than we did for their 2 night package, yet they had all of the resort amenities, while we were stuck at a corporate suite. We saw the stark difference between the Legoland Hotel and the Staybridge Suites. Our friends received all of these amenities for just $100 more than what we paid for our dirty and hazardous corporate suite off the grounds. This was a bait and switch.

In addition to being overcharged for our stay at a less than comparable hotel, the conditions of the Staybridge Suites were not only dirty and disgusting, but they were also unsafe and unhealthy for my two children. The washcloths were dirty. The bathroom sink was cracked. The jacuzzi was broken and filthy. The bathroom lightswitch was cracked in half. I told my children not to touch that lightswitch, which was in the bathroom area near the sink, because I feared they would be electrocuted. This is a common area by the sink, in which anyone could flip this light switch without thinking.





The worst part is, my ten-year-old daughter vomited in the middle of the night on July 17, 2021. I tried to pull the sheets off the pull-out sofa bed where she slept and discovered that the corner of the sheet was stuck to the springs of the bed. It was impossible to remove the sheet from the bed, leaving me to wonder just how long it had been since these sheets had been changed. Surely, housekeeping would have been aware of such an issue if they had been changing the bedding each time a party checked out of the suite. I realized these sheets looked like they had not been changed in a very long time.

I had no choice but to leave the sheets stuck to the bed and move my daughter into my bed. I am concerned that the lack of cleanliness in this hotel suite caused my daughter to become ill. And this is during a global pandemic, at a time when cleanliness and hygiene should be a number one priority at a hotel.

When we checked out, on July 18, 2021, I spoke with the gentleman working at the front desk. I expressed all of my concerns, which I watched him write down on a sticky note along with my name and phone number.



He assured me that the Manager of the Staybridge Suites would be in contact with me to address my concerns. It has been over two months and no one has contacted me. The gentleman at the front desk told me that any refunds would have to be handled by the Legoland Hotel. So I emailed them, not just because I feel we deserve a full refund for the bait and switch to which we fell victim and the hazardous conditions to which my children were exposed and endangered (Total: $1,277.09), but also to protect other children who may be in danger of electrocution and illness from staying at the Staybridge Suites. I am involving the Health Department, as well as the Better Business Bureau.

I tried to call the Legoland Hotel customer service line and after a lengthy hold (over 40 minutes), I spoke with a representative who said, "So what do you want me to do about it?"



When I explained that I wanted a full refund and for these issues to be fixed at the Staybridge Suites so other children were not endangered, she put me on another lengthy hold (approximately 20 minutes). She never got back on the line and it eventually hung up on me.

I have pictures of all of the hazards in the hotel room, which I sent to the Legoland Hotel when I requested a refund.  

Over two months since my original phone complaint, they finally got back to me on September 30th saying, "The refund was denied, and no refund will be given.   Our partner hotel management team has taken up your concerns about your stay with the Staybridge Suites."

I am considering getting a lawyer to help me resolve this. I am alarmed at the lack of ethics of Legoland Hotel. We were forced to stay at a disgusting and dangerous corporate suite, while paying astronomical resort fees.

There are plenty of places to go for a family vacation that would not result in injury, illness, or electrocution. Don't make the same mistake that we did.