Customer Ratings & Reviews
TripAdvisor Traveler Rating2625 reviews
Stay somewhere else
The hotel is aging and a bit further dated than I recall. Check in was horrible as we waited more than 30 minutes to get through four people ahead of us. The check in is by a door that constantly opens and closes which is not good on a cold windy day. We were aware that they were not serving rooms unless we asked. One morning I asked to have one of the beds changed and not just have sheets left. They didn’t listen and only left sheets just inside the door for us to deal with. Breakfast is a joke. We were surprised how many people would fill multiple plates with heaps of food take take them quickly yo their rooms dripping food along the way and in the lifts. Gross and shame on the clientele staying at the hotel.
Expensive hotel with a bad/ poor customer service
I arrived @4 am on December 31, and i was asking the front desk if i could do the early check in and willing to pay any early fees, but Maritsa stated that they were fully booked when i over heard her on the phone that one the guest did not show up and charging them a fees. So i asked her since you have no show can we have that room and ill Pay early fees. And she said NO! But i can come back around noon or 6 am to see if there’s room available. Why would she tells me to comeback if they can see in the system if they have a room available so it means by 6 am they will magically room available? Unbelievable that she says that. Also, i said that i have a dog and she charged me for 75 fee and even when i literally said that my dog is a service dog she didn’t care what i said. Bad and very poor customer service no acknowledge at all and No thank you! I checked out the very next day Jan 1,2023 even my check out is supposed to be for Jan 2. Also. When i called the front desk for extra pillows because i have asthma and was told to get it myself. WTF! So overall My stay is unsatisfactory and disappointed, i paid so much money for a crappy customer service. I will never stay there again nor recommend to my family and friends.
Terrible housekeeping and management
Stay here and while on vacation you pay full price for your family that you then get to clean your own room! Each day you can empty trash your own trash request towels, coffee, & shampoo!! And even before you check in your room won’t be ready on time so be patient and wait. They could probably be done time if they didn’t have to spend all the time cleaning rooms that other guest mistake as a vacation and let the daily messes build up!!
Do not stay more than 2-3 nights!
We booked a 6 night stay at this Embassy Suites while visiting Orange County for a 2 day trip to Disneyland and to attend a family wedding. I am a Hilton Honors Diamond member and had saved up a year's worth of my points to book this hotel and decided to go with this Hilton brand hotel due to the proximity to Disneyland, the space to accommodate our group (4 adults and 2 kids), and the breakfast being included. When I used my Hilton app to choose a room to check into, I chose a room on the 14th floor, but when we arrived to the hotel, I was told we were being reassigned to a room on the 9th floor because our room was given to another family. The hotel is a very outdated Embassy Suites that badly needs remodeling. The parking lot is shared with a Hampton Inn and a Homewood suites and the parking is always full and the spots are too small for normal minivans/SUVs, and as other reviewers have said, is not worth $25 a day. Upon check-in, we were also told that they do not provide housekeeping each day, but that because we were staying for 6 nights, they would provide housekeeping twice during our stay. Our room was very dingy and the sheets and towels were graying and old. For families with small kids, the whole point of staying in a hotel over an airbnb is having housekeeping, and even on the days that we were scheduled to receive housekeeping it was either not done or it was done very minimally (just took out the trash and provided new towels and made up the bed without clean sheets). The breakfast was decent but the coffee was terrible and burnt every day. I think this hotel is decent for a short 2-3 day stay, but beyond that it was painful. We voiced complaints several times to the front desk manager and they apologized but nothing was done.
Great stay for Disneyland
Booked this for a 2 day, 3 night trip to Disneyland. Recently remodeled, clean, and comfortable. Very friendly staff and great included breakfast, including omelette station. Too far to walk to Disneyland though very easy to get a ride share from this location. Also very close to Target if you need any extra items and has a small market in the lobby with fair pricing. Would stay here again for Disneyland.