Frequently Asked Questions
At Estancia La Jolla Hotel & Spa the welfare and safety of our guests and team members is our top priority. As owners and operators, our team members have been a part of our family for decades and together we take pride in the experience we provide at our hotel. Our passion for hospitality is seen through the lofty standards by which we maintain our sprawling resort destination that is surrounded by the natural beauty of beaches and gardens throughout California. However, during this time of global focus on the COVID-19 response, we want to take a moment and inform you about some of the additional safeguards we are taking to ensure the safety of our guests and team members.
Q: What are Estancia La Jolla Hotel & Spa procedures and policies related to Coronavirus (COVID-19)?
A: We are closely monitoring the situation and complying with the recommendations set forth by the Centers for Disease Control and Prevention and local health officials. Additionally, we have enhanced our already stringent cleanliness and hygiene standards and policies.
Q: Is your property open?
A: YES. We remain open during these difficult times as a safe place for you, or a loved one to come stay. We want you home with your family during this time, but if you or someone you know needs a place to stay, we remain open with our most diligent team members ensuring high standards of cleanliness. Whether you are a local or a visitor who needs a place to be – we are here for you like you have been there for us.
Q: Are all the outlets open at your property?
A: Out of an abundance of caution and to adhere to the current restrictions, we have temporarily adjusted our offerings to eliminate communal experiences:
- DINING OUTLETS: We closed our restaurant dining and are offering takeaway food.
- LIQUOR SERVICE: We replaced our liquor service with takeaway alcohol to enjoy responsibly.
- SPA: We closed our spa but are making our luxurious products available for you to enjoy on your own.
- FITNESS CENTER: We closed our gyms but provide in-room yoga mats and weights upon request.
- POOL: Out pool is temporarily closed until 4/1/2020.
Q: If I decide to cancel my trip, what is your cancellation policy?
A: We strive to provide you with the best stay possible and understand that for many, flexibility is important. At this time, we are adjusting our cancellation policies to accommodate our loyal guests.
- All current and new reservations made directly with the hotel for stays through April 15, 2020, can be canceled without penalty up to 24 hours in advance.
- For reservations made via online travel agents or other third-party travel professionals, please contact your booking provider for information on their policies.
- For further questions or reservation assistance please contact Estancia La Jolla Reservations email@example.com or firstname.lastname@example.org.
Q: What precautions does Estancia La Jolla Hotel & Spa take?
Our cleaning team has been briefed and trained on proper cleaning procedures to ensure the prevention of the COVID-19 virus. We clean our public facilities more frequently than recommended by CDC guidelines. Our cleanliness and hygiene standards and policies include:
- Enhancing and increasing the frequency of sanitation of commonly touched objects such as handrails, door handles, TV remotes, elevator buttons, phones, etc.
- Comprehensive cleaning and sanitization of guest rooms between stays.
- Training staff to recognize signs of COVID-19.
- Additional signage throughout the hotels reminding guests and employees of healthy practices.
- Educating our team members on steps they should be taking to keep themselves safe and healthy, including the expectation to stay home if they don't feel well for any reason.
Q: I have an event or meeting booked at Estancia La Jolla Hotel & Spa what do I do now?
Q: What is check-in/out time?
A: Check in begins at 4pm. Check out is at 12pm.
Q: Is Estancia a non-smoking hotel?
A: Yes, our hotel near UCSD campus does not allow smoking of any type anywhere on premise including balconies, patios, fire-pits and pool deck.
Q: What is included with the resort fee?
A: The $35 (plus taxes) daily resort fee at our luxury resort in La Jolla includes a complimentary shuttle ride within a 5-mile radius, one in-room bottle of Trinitas wine, in-room gourmet coffee & tea, two daily bottles of water, two pairs of Estancia branded flip-flops, unlimited high-speed wireless internet, fitness center access, Yoga every Friday at 7:00am and Sunday at 10:00am, local newspaper Saturday and Sunday, 24-hour computer access & airline check in/boarding pass capabilities, unlimited toll free & local phone calls, local attraction ticket discounts (see concierge for details).
Q: What are the dining options on property?
Q: Can non-hotel guests purchase a day pass for the pool?
A: Yes. Day Pass and Poolside Cabana Rentals are available. Visit our Pool & Cabanas page, located under the Spa section of our website to reserve. You may also call the Spa directly at 858.964.6590 or submit a request via our Online Concierge.
Q: Is outside food & beverage allowed?
A: We do not allow outside food & beverage.
Q: How do I arrange an early check-in or late checkout for my stay?
A: Early check-ins and late checkouts are based on availability and can only be confirmed on the day of. Please contact our Front Desk team to check on availability.
Q: What is the cancellation policy?
A: Generally, reservations must be cancelled 48-hours prior to arrival date, 4pm local time to avoid a one night’s room and tax charge. Additional restrictions may apply depending on the rate and room type selected. Some rates and dates may have varying policies, see your confirmation letter for additional details.
Q: What is the minimum age requirement to check-in to a room?
A: The minimum age requirement is 18. The wine included in the resort fee will be removed from the room for any guests checking in under 21.
Q: Will I be charged when making a reservation?
A: Generally, a credit card will not be charged at time of booking. This is just to guarantee (hold your reservation). We will not use the credit card on file as a form of payment at check in. You may use the same credit card that you used at time of booking at check-in but please be advised that you must present the physical card at check in. In some cases, depending on the type of reservation you are booking, you may be asked for a pre-paid non-refundable deposit. In that case we will charge the credit card you have used to book the reservation. Any other advanced payments on reservations where that credit card will not be present at check-in will require a credit card authorization form that can be sent digitally to you. Please send all inquiries to email@example.com.
Q: What is required upon check-in?
A: A state issued photo identification or passport and a valid credit card to authorize for your full amount of stay, plus incidentals for an additional for $150 per night. A hold (not an actually charge) will be placed on your credit card for this entire amount. At time of check out, the card on file will be charged for only the amount due on the room bill and not was advanced held at check in. Any remaining funds held at check in will be released immediately at check out. Please note that your banking institution may take 5-10 business days to release those funds back into your account. Please contact your banking institution for specifics on pending transactions.
Q: What forms of payment are accepted to pay for my stay?
A: All major credit cards are accepted to pay for you room and to guarantee your stay. Cash is accepted upon check-out only.
Q: May I use a debit card at check in?
A: Yes, we do accept debit cards. However, we do not advise this if this will be your single source of funds during your stay. The funds will be immediately held from your account.
Q: What if I need to depart early throughout my stay?
A: An early departure fee of room & tax may apply. Please contact the hotel for further details.
Q: Is there a way I can pay for another guest’s stay if I will not be at the hotel?
A: Yes. Please send all advanced payment inquiries to firstname.lastname@example.org.
Q: Do you have ADA rooms?
A: Yes. We have ADA accessible and Hearing accessible rooms available. Please contact us at 858.550.1000 to make these arrangements.
Q: Do you have connecting rooms?
A: Yes. We do have connecting room options, on a select few of our room types. Typically, a connecting room configuration will be a room with one King bed connecting to a room with two Queen beds. Please contact us at 858.550.1000 to make these arrangements.
Q: How many guests can I have in the room?
A: Maximum occupancy varies by room type. A king room can only accommodate 2 people, the maximum in any room is 4 people.
Q: Do you have rollaway beds?
A: Yes, rollaway beds are available upon request at no additional cost. Rooms with 2 queen beds cannot accommodate a rollaway bed due to city fire code.
Q: Do your hotel rooms have bathtubs?
A: Most of our Suites and standard guestrooms include a tub, however there are a select few ADA accessible rooms with roll in showers.
Q: Are cribs available?
A: Yes, we do have mini-cribs upon request at no additional cost.
Q: Is there hypoallergenic bedding available?
A: The bedding in the rooms are hypoallergenic. We do have feathered pillows upon request.
Q: What kind of coffee maker is in the room?
A: We have Keurig Coffee machines in our guest rooms. Coffee is replenished daily.
Transportation & Directions
Q: Is the hotel located near the beach?
Torrey Pines Beach is a beautiful 1.1 mile hike from Estancia La Jolla.Torrey Pines beach is a scenic beach but does not offer any services.
La Jolla Shores Beach is located 2.5 miles from the hotel. La Jolla Shores is a family friendly beach with full services, restaurants and water activity rentals. Please contact the Valet or Concierge upon arrival at the hotel for complimentary shuttle service to La Jolla Shores beach.
Q: Where is Estancia La Jolla located?
A: Estancia La Jolla is in the Torrey Pines region of La Jolla – directly across the street from the University of California, San Diego campus. We are a short distance from Torrey Pines State Reserve, La Jolla Shores, downtown La Jolla, and University Town Center. Our address is 9700 N Torrey Pines Rd., La Jolla, CA.
Q: Do you offer shuttle service?
A: Estancia La Jolla offers complimentary shuttle service to any point of interest within 5 miles. Shuttle service is based on availability. Please contact the Valet or Concierge upon arrival to schedule your ride.
Q: Does the shuttle go to the airport?
A: No. The shuttle is unable to provide transportation to/from the airport. Please contact the concierge at email@example.com for assistance with chartered sedan or shared-ride services such as super shuttle. For your reference, taxi fare from the airport is generally $50; app-enabled services such as Uber or Lyft are generally $20-30.
Q: What are the parking options for hotel guests?
A: Valet parking is available for $42 per night and self-parking at $35 per night for overnight guests.
Q: Who do I call if I have questions about my bill?
A: Please call the hotel directly at 858-550-1000 or email firstname.lastname@example.org
Q: Is the hotel pet-friendly?
A: Yes. We do welcome dogs at Estancia La Jolla.
Q: Is there a pet fee?
A: Yes. There is a non-refundable fee of $50. All guests staying in the hotel with pets will be required to complete a pet policy agreement.
Q: Does the hotel provide dog walking or pet sitting services?
A: The hotel does not, but please email our concierge at email@example.com for a list of local dog walking, pet sitting and pet boarding options. The concierge would also be happy to assist with reservations.