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We stayed one night on 2/11/22Check in was less than desirable but that was understandable since their systems were down.The main issue was the lack of working air conditioning in our room. I called the front desk around 6pm. The gentleman told me that they were very busy but would try to send someone up. At 9pm after no one came, I called back only for the nice maintenance worker to test the temperature and tell me it was broken. He offered a fan as that was the only option.The fan was very unstable/ wobbly and didn’t make much of a dent in the temperature.The next morning the fan ended up falling on top of my daughter which was very scary.At check out, we were told by the manager that the air conditioner issues are well known and the general manager has been told many times. She said that the entire hotel runs on 2 pipes and unfortunately, the rooms don’t typically get lower than 78. This is unacceptable that guests aren’t told about this prior to booking.Very disappointed in the stay.
I actually wish there was a sub 1 star rating for my recent experience. I will start with 2 things, I am a Hilton Honors member and I have stayed at this hotel several times prior to 2020 and the Covid travel impact. Prior stays have been excellent. My attempted stay June 8th 2022 is why I will never stay at this location again and will not likely use a Hilton property again!When I arrived at the property I immediately noticed there were overgrown grass and weeds growing out front that were actually taller than the fire hydrant! One of the front doors was broken with a cone in front of it, and the coolers by the front desk were leaking with dirty towels on the floor in front of them.I arrived a bit early for the 4:00 PM check in time and was told by the very unfriendly front desk representative I would have to return at 4:00. She did not offer to text or call me when my room was ready, she did not offer a traditional Hilton Honors bottle of water, and she did advise the room may be ready early. She simply said return at 4:00. With no where to go I sat in the lobby with my suitcase and soon realized there were a dozen or more people also waiting on rooms!As I sat and waited another individual walked in, approached the counter and successfully checked in! He took his keys and headed to his room! I asked the front desk how that was possible and was told my key room was not available. I asked what does that even mean? He had keys my key room wasnt ready? Her reply was come back at 4:00...So 4:00 PM arrives and there are now several people trying to get their rooms. As I stood at the counter I heard a staff conversation advising they did not have linens for the room and they were short staffed and unable to clean all of the rooms.At this time I was greeted by the first nice representative, Crystal, who explained they are very short staffed and trying to work through the problems to the best of their ability. I could see the stress and frustration on her face. I truly felt bad for her. I asked if she would cancel my reservation with no penalties so I could leave and find another hotel. Crystal was more than happy to do this and apologized for the situation at their property.Obviously I left. My overall feedback is the property is in poor physical condition and suffering from staffing and clearly having management issues. I called Hilton Honors customer service to share my experience and was simply told thank you for your feed backI did not ask for compensation of any kind for my experience but as valued Hilton Honors Member I think an offer for a discount on futures stays at the very minimum should have been extended. The overall customer experience at the property on compound by the lack of empathy or care on the phone have convinced me to explore other hotel chains moving forward.
The lobby is huge! The people were pretty nice though I will say the parking people were just fairly polite. As far as the suite goes, it was supposed to sleep eight people but I found it awfully tight for that number so four ended up staying over for the evening. Its pretty standard which means nice for an Embassy Suites, but I would definitely recommend checking out the room to ensure that there is actually enough space for the number of people they say is max. Note that they dont own the parking lot and parking is extra.
Our experience at this hotel was one disaster after another! We arrived and didn’t have any blankets on one of the beds-we were told they were all out when we called the front desk-my son slept with only a sheet the first night.The next morning, we tried to take showers but only some of us could because we didn’t have enough towels for the four of us and when we called the front desk we were told they were in the dryer! The two of us who took showers were then pelted with scalding hot water for the entire shower no matter how we adjusted the water! We asked for room service-and blankets for the bed-we received another sheet…When we arrived that evening they had made the beds and didn’t leave any towels or blankets, again!!!! We called and complained, they apologized but didn’t bring any towels or blankets just sheets! We called again-it took 3 calls to get towels! The next day we again asked for room service. They didn’t clean the bathroom or take the trash, they just made the beds and surprise!-no towels or blankets again! We even called while we were out that day to make sure the room was being serviced and to kindly remind them of what we needed! Amazing! The icing on the cake was arriving that night to find our room keys not working. We were told we needed to have them reactivated, but the front desk person couldn’t figure out how. She called security to let us into the room but when we asked how we could get back in if we left again, she didn’t know! She called the manager and it took them 30 minutes to re-key the room!Then, the breakfast line-it took 30 minutes of waiting in line to receive an omelette from the walk up station! The elevator buttons only sometimes work-the maintenance person told us when they painted, they painted the connector wires and so now they don’t always work.Do not stay here! Stay anywhere else and it will be better!!
If there was -1, that would be their review. Worst room and service we every stayed. It is a dump and I am being polite. Stay away and as far as you can. The rooms smell like smoke or a dirty sock. We had 9 rooms and 1 room was cancelled and there was no one that would explain to us why it was cancelled. God only knows when they cleaned their carpets, so disgusting. Whoever is in charge of this place they are not here and have abandoned it. If they paid you $100 per night you would run away. Such disappointment. Give it 3 years max - this place willBe demolished.
We checked in for our wedding weekend and the first room they put us in smelled like a chain smoker had been there for months. We went back to the front desk who put us in another room which didn’t smell like smoke, but the air smelt dusty.The rooms were terrible. I do not recommend anyone staying here.Aside from the smells, the rooms weren’t very nice. Paint was missing in the bathrooms, the first room had a leaky faucet. Etc.I do have to say that the front desk staff were a 10/10. One woman we worked with (I can’t remember her name) helped us through the entire situation and quickly was able to cancel our reservation and get us a full refund.Staff were 10/10, but the cleanliness of the rooms were awful.
Great location, the staff is very pleasant. The room smelled of mold. There seems to be a constant leak to the carpet from the shower/tub that never dries causing that horrible smell. The AC does not work, makes sounds all night and did not cool the room bellow 78 degrees on a 80 degree day. I spoke with another guest and they were experiencing the exact things. The staff and breakfast was great but the room and smell are disgusting. I do not recommend staying at this location.
Do not book at this hotel - The hotel is nice and all the lobby is beautiful and the breakfast is great. However your stay will be miserable the hotel is on a 2 pipe system so you have no control how cold or hot your room is. Our first room was 80 degrees and when I called the front desk they offered a fan, then they told me they would call me back never did. I called an hour later and they agreed to switch my room, that room was 62 degrees so it was either freeze or die with the heat. The showers are just as bad the water is either scalding hot or freezing and if you get it to temperature you can stand that will only last for about 30 seconds before it goes to one extreme or the other. The showers in both room on different floors and sides of the hotel were the same. WIFI is horrible might as well not even connect to the network. I know this is not a make it break it but all the other Embassy suites offer evening reception this one does not and not because of COVID. They had the bar open so you can buy drinks. The staff I feel bad for the are super friendly and handle complaints with a smile. They know they cant fix your issues but are stuck working there doing the best they can. So if you would like a temperature controlled room and decent shower do not stay here. If you look at Yelp you we see 100s of reviews saying the exact same thing.
I was so excited to stay here, but it was honestly one of the worst hotels I’ve been at. I should have known when the trash cans out front were overflowing.our room wasn’t ready at 4:00 pm, check in time. The bed in the pull out couch was horrible and worn out. We couldn’t control the temperature in our room and it was freezing. We asked for blankets, which were never delivered. We kept asking for towels, they said they were on their way and would never arrive. We went to the front desk and they could only give us two towels for the four people staying in our room. The kitchen staff set off the fire alarm and woke us early in the morning. We will not be back.
I arrived and was absolutely shocked by the poor condition of this property. They obviously have a transient issue as there are shady looking characters lurking all over the parking lot. Parking lot is not secure but has an arm gate to prevent vehicle entry. An overflowing. XL trash dumpster that’s rusted out is half out into the welcoming driveway of overgrown weeds and trash.You can’t blame this on any pandemic. It’s called last days of a lease on the name “Embassy Suites”. They can’t hold this name much longer as the property simply doesn’t meet the standards of Embassy Suites -Hilton even though ES standards are not too high. (used to be).If you do stay here be careful. The area is a little rough, don’t be fooled by proximity to Irvine. This is in a rough pocket of Santa Ana and it’s a big difference. Hotel inside is run down, tired and needs to be retired. You likely saw a super low rate and said how bad could an embassy suites be. I take you back to my opening comments.Cheers! Sorry I couldn’t be more positive.
The hotel is a 7-minute drive to the John Wayne Airport. It is an older hotel with a bit of wear and tear but an amazing breakfast. There are no restaurants nearby however there is a restaurant in the lobby. The lobby is open and very inviting with lots of seating.The staff was kind and got me checked in quickly. The room was clean but showed signs of wear.The bed was comfortable as were the linens. The bathroom was very small but clean with shower tub combo.Other Amenities:- Free WiFi- Fitness room l-Microwave and mini fridge-Pullout Couch-Small balcony-Indoor pool and spa-Free breakfast (full order with omelettes, potatoes, pancakes, yogurts, bagels and fresh fruit)-Nightly Happy Hour-Paid overnight parkingThe hotel encouraged social distancing and has an optional mask policy for fully vaccinated guests and required a mask for unvaccinated guests.
Hotel is close to the freeway which makes everything easily accessible. Provides breakfast and evening reception. Rooms are big but in need of updating. Selected this hotel for the balcony but my view was of the gigantic water heater. Not sure what exactly the film is on the sliding doors. Next time will stay at Embassy Suites Irvine.
We came for our daughter’s wedding and reserved a room here for her and her friends. At 4:00 the hotel did not have a room ready and told them it would be ready in an hour. She had pictures on the beach at 5:00 and luckily our hotel was close by and she could get ready there. The room was still not ready at 9:00 and a ton of people were waiting in the lobby for rooms. They said they didn’t have a enough sheets and were waiting for them to arrive. This was supposed to be a special, fun night as she and all of her friends traditionally spend the night before their weddings together. They did not have their room put together until after 10:30pm. And it didn’t look like it had been cleaned. When a hotel guarantees a checkin time, they should abide by it or not book out rooms they cannot have ready. Super frustrating!!
Be aware. My husband tried checking into today at 5:30pm. Even though check in is at 4pm they had no rooms. My husband has been up since 4am working and just wants to go to his room and relax. I can not even change them to another hotel because I had to prepay online to guarantee his room. They said they hope to have a room available in the next hour. The manager apologized and said that they were short staffed on housekeeping. But that is no excuse!!!!
Wow — I really wanted the recent reviews to be wrong, or exaggerated but they’re not. This hotel is grossly under-staffed and it shows in all areas. I’m guessing they downsized during COVID and now trying to save money by not hiring staff. Trash cans overflowing, constant lines at the front desk, and everything looks grey with grime. In my room alone, 2 lights didn’t work, no stopper on the bathtub, broken microwave, and sheets were so worn there were holes. This hotel needs more staff asap.
Where should I begin. Ourstay was for 5nights. The incompetence and the shortfalls of this hotel. Just had a horrendous experience. Had multiple issues in the room. No one ever responds in a timely manner. Requesting small things like toiletries and towels would take multiple attempts of reaching out to the guest services (over 24hrs). The room had mold and mildew, talk about Hilton sanitizing promise. The air-conditioning was broken and not functioning properly. They finally changed our room, also had to drag our luggage in the middle of the night. We had endured the first room for over 2 nights.the new room had issues that were never addressed.But they dont seem to care enough to make it better. Ive tried reaching out to management to make them aware. The front desk has used diversionary tactics. Overall sad experience. On both ends Hilton and Embassy inn.On the brightside, the breakfast was decent.I was able to finally reach out to the management as I was checking out. Lets see if they will stay true to their words and try to rectify the issue.**3/15/2022** update reviewIt has been way over 30 days. I have made multiple attempts on trying to reach out to the management and no one ever replies. The service is still just as bad. They have not resolved anything. Rather they keep giving me the run around. Horrendous customer service. The issues still present from broken electrical to mold and mildew in the bathroom. The A/C not working. I hope someone from management sees this and tries to fix the issues
Positive: The hotel was very clean. The breakfast was amazing. It was only about 18 minutes from Disneyland. We thought the drive was worth it to have a nice, big hotel at a reasonable price. Negative: We were hoping breakfast was open until 10am during the week.
Positive: It was close to the freeway. Negative: This hotel did not measure up to the typical reputation of an Embassy Suites. Upon check in we were charged 65 dollars for parking (read the fine print). The hotel needs major updating and felt very dirty;no daily maid service; everything was ratchety.
Have stayed at Embassy Suites in other locations and thought them to be a known quality. Not here. Got the King Suite. It Was suppose to sleep 3 people. Pull out couch was at least 30 years old. The springs had no padding at all. It was not even acceptable for a child. Had to go next door to a Wyndham property and get a quick room for our extra person as Embassy said they were full. Based on parking lot, they are not operating at full capacity. Breakfast was just OK, not a good reason to stay here. No room service. All in all, would not stay at Embassy Suites again. Much nicer hotels for equal or less cost per night.
Entering the hotel was smooth and we got our room keys. Everything was okay until we entered the room. Our bedsheets had these red-orange stains. It sort of looked like blood droplets. I requested a bedsheet change THREE TIMES and they never changed it. We called again and they said they couldnt because they did not have any more.... I was just in disbelief because I have never seen a hotel run out of bed sheets and blankets. Overall, it was a bad experience.
This Embassy Suites has had a significant decline since the last time I stayed here. The location is convenient for business in Irvine. The decor is old and shabby and my suite smells horrible. The windows have been painted shut so we can’t get fresh air. It took about 1/2 hour to check in because there was only one desk clerk. The restaurant only had one bartender/server. He took dinner orders and attended the bar. The cook delivered food and did not know who ordered or what table. I know there is a staffing shortage everywhere but this is really bad. We are Diamond Hilton Honors members and this facility is just not acceptable. Won’t be back. April 2022.
Picked up and dropped off some friends. Parking and all access is all gated.Not sure why, but is needless. If they are concerned about homeless, shopping carts go around the gates. Otherwise they could just patrol for issued passes.They are required anyway.Other than that, the friends liked the location and service.Save a buck, and lose the gates.
I wanted to like this hotel for future trips, but unfortunately I won’t be back when I’m in town. I know they don’t care. It’s Hilton and a major brand. However, in 3 nights, they managed to lose a customer for life. From the ridiculous parking charges, broken/missing ice machines, to the filthy room carpet, room door card reader issues, 2 of the 5 elevators out of order, and the original 1970s rough decor, the last straw came at checkout. I booked my reservation with my honors number. Upon checkout I was told my stay wouldn’t be applied, and best of all, couldn’t be applied! For the life of me I cannot fathom why a simple 3 night stay couldn’t be added to my account. Needless to say I will stick with Marriott for all future trips. For some odd reason they can add your stay to your rewards account AFTER the stay was completed…who knew?
First room had a nice view, but the walls are thin and the neighbors argued with profanity, which we could hear clear as day. It later escalated into violence with slamming against the wall. We called security and asked for a new room, which was awful. The traffic noise was terrible and it looked like a 3rd world country on this side of the hotel. A/C never worked after 2 calls to front desk. Barely slept from the combo of 77 degree temps and alarms/screams/loud cars outside. Rooms are tired. I would recommend looking elsewhere.
As a long time Hilton Honors member I have certain expectations. I expect Towels at the pool. I expect to be able to access my room without needing maintenance to repair door locks and I expect breakfast items to be replenished when my family goes downstairs to dine during the appointed hours. I expect the nighttime front desk staff to know whats going on instead of being ignorant. I expect there to be enough bath towels in the room for a family of 3.I DONT expect the staff to complain about how much the NEW management sucks causing low morale. This Hotel location had all of the above problems. Stay Away
Positive: I love this hotel and we always come back to it when in California. Negative: Rooms need a little update and brighter lights. We asked for blankets several nights and finally got them the last night. Staff is super friendly, but they are really busy.
1 star for the cooks and bussers during the breakfast buffet. The other star for the size of the our king suite. Cant give it any higher of a rating, cause everything else about this once very nice embassy suite is mediocre at best presently. Only 3 out of 5 elevators were working. Lobby bathrooms, bar bathrooms at evening were unpresentable (see photos Ive included) of the state of the bar bathroom when we got back from our day outaround 10 pm. No maid service in our 2 day stay. Only one bath towel per guest. Our bathroom tub faucet leaked, and the tub had a rust stain , blatantly the leak has been there for a while and the bathroom door didnt lock. Room was spacious, clean but dated. Parking is extra and not ran by Hilton. It is 22 per overnight, 25 if u valet. The usual 5 oclock drink reception, even though advertised when u book Room along with the breakfast buffet is not available. I personally feel it should be taken down if its not available. Misleading. I wrote hotel asking about early check in, they wrote back saying it would be an additional 50 bucks ( I declined), 1/3 of the 150 Room rate plus 25 for parking a night per car...once u add it up...not a good value. Better off paying the same money at a better hotel. Other guests had problems checking in because system was down, and they were there at lobby with their loved ones..with no comps or anything offered to them for their trouble for 3 hours. Thank God that wasnt out case, but did feel bad for them....especially those with small children. Covid musts such as wipes or sanitizer dispensers were empty during our entire 2night stay. Upon checkout, I asked if this location was still affiliated with the Hilton chain, because it truly does not merit to have the prestigious Hilton name attached to it. I.mentioned to the supervisor in charge my complaints and showed her the photos of the previous night bathroom situation, but she did not resolve anything. I also wrote a second message asking to have my boyfriends name added to reservation ,just in case he would arrive before me and also asking about the parking rates and hours for breakfast and evening drink reception prior to our visit, but that message was not answered. Also, when we asked for our Hilton loyalty number to be added to reservation. We were informed that since we didnt book through hilton.com, they were unable to add it. That has never happen to us before at other Hilton locations. I get that certain things need to be adapted for covid, but what is truly the deficient part of the experience is the ability of the supervisor at front desk and check in agents to resolve the problems that might arise and their willingness to provide the excellent customer service that one has come to expect from the Hilton chain. Such a bummer to not be happy at an embassy suites. Spent 331 on Room with tax for 2 nights plus an extra 100 bucks for 2 cars for 2 nights in parking fees. Oh almost forgot...Saturday night drag racing on 405 freeway kept us up for a bit...lol!
NO AIRPORT SHUTTLE. Bathroom has strong smells of urine. Front desk attendants customer service was poor when addressing concerns - talk to the manager tomorrow.We stayed here specifically for the airport shuttle, its all over the website that they still have one and it wouldve been very convenient when traveling with 2 children under the age of 3. We returned our car rental today because of this and now were being forced to pay for transportation because they didnt update their accommodations on their website. Embassy Suites has a certain standard that keeps me booking with them often, but this stay has made me think otherwise for my future bookings because of everything stated above.*****DO NOT STAY HERE*****
Stayed for 7 days , was told they clean room every 4 days which is fine if they actually clean the room. I called and requests room to be clean and they still never showed up to clean. Call for fresh towels which took over 3 hours to get. All and all we stayed the whole 7 days with out are room cleaned once :(
Poorly insulated windows make for extremely noisy rooms. Whether you stay on the freeway side or the side with 24hr vent system, it’s loud. Dated rooms make for it not feeling the cleanest and it’s not clean. The place could definitely use some updating to the rooms. The water was cold, then hot, then cold… the website says they have an airport shuttle, but when we arrived and called, they don’t have it back up and running because of COVID… they are not doing housekeeping because of COVID. If I had the choice, I’d stay elsewhere.
No A/C. Room was super hot, left after 1 hour. No windows, sliding door jammed shut. The entire building only has heating OR Air Conditioning but not both. They said because it was cold last week, they are unable to turn the AC on, for the whole building, on a hot day this week. It doesnt matter if you try to turn on the AC in the room it will only blow fan air. This is Southern California are you kidding me. The hotel staff brought me a small fan, which did next to nothing.
When we arrived the room was not clean, the toilet was clogged, you can clearly see the room was half cleaned and beds made, carpets are dirty with stains and smelly.There is no room service for every day cleaning only after 4 days of your stay there will they clean the room and it shows everywhere.We requested extra pillows (3 of us) and they never brought them.Someone broke into the room and stole money and went through our drawers.This is the Last time we will be staying there.Plus you have to pay $22.00 parking every day and at night you cant park anywhere. So stay home all day so you wont lose your parking space.I dont normally complain, but the experience was not good.
I should’ve read the reviews before choosing this hotel.I regret blindly choosing Embassy Suites for this 2-night family vacation because of the good reputation other Embassy Suites stays have left on me (namely Valencia and El Segundo). That reputation is now tainted.Here are the gripes I can remember about my stay (Room 910):- we found food gunk under the coffee table when we first walked in the room,- the toilet didn’t flush when we arrived, it took 24 hours and several phone calls for somebody to FINALLY come to unclog it,- it took 3 hours until I got the 2 extra blankets I requested, ended up not getting the 2 extra pillows I requested,- the room only had 2 towels despite my reservation saying 6 people,- the hotel rooms are not turned everyday (this is due to COVID according to staff when asked),- the bathroom door isn’t aligned well (need to push/pull extra hard to close),- the entry door deadbolt isn’t aligned either (had to push my body weight against the door to lock),- the freezer compartment in the mini-fridge was almost completely closed up with layers of ice blocks,- the alarm clock was broken- being on the 9th floor (out of 10), the safety rails just seemed too short for comfortOn a positive note (earning the 2nd star), the breakfast is decent (Valencia Embassy Suites sets the bar high in my mind though). Also, staff swiftly resolved my 10pm loud music complaint on the next door unit.
Front desk staff was rude and clueless, breakfast buffet was disgusting, and the hotel website says there will be an evening reception offering drinks and there was no such thing. I feel it shouldn’t be on website if it’s not included. Room was clean and nice/small bathroom. Definitely will not go back to this location.
3 attempts to contact embassy and Hilton through their app, website and chat. No response. The front desk said they would send someone up, 5 hours later still nothing. Light bulbs are out, 3 outlets in the room do not work, televisions work intermittently, half the channels are not available on the bedroom tv. Phone light is stuck blinking on one of the phones, we had to remove from the room. The bathroom is the size of a small closet, and we are in the king suite. Musty wet dog smell. I have been a fan of Hilton hotels and embassy’s for 30 plus years, until now. $300 a night usually gets you a decent room, but not here.
Worse hotel experience.Got a queen suite, Literally a motel with 2 rooms. Carpet was dirty, there’s scratches on the dresser and around the bathroom. Never got room service, they only do room service every 4th night. Even when I asked for simple things like towels and the basics. I need to go to the front to get them.You think a couple of floors make the hotel with a Balcony? Hell no, there was people dumping stuff outside their Balcony such as water, juice, towels and anything they can think of.THE WORSE PART OF THISI was charged 8$ to my hotel “gift shop non taxable” and im like why? They said someone in my room bought something. NO ONE bought anything, I asked to confirm what I bought and who bought it. They said they don’t know, they just need a name and room number. Like someone anyone who listening on the conversation, just need a number and name, charge whatever they want to the room. Honestly horrible experience. It’s crazy how they get you with the dinning area is nice. Honestly go somewhere else. I’m sure one of the employee pocketed my charged or something. I clocked in around 10pmNo way I bought something within 2 hours. I went straight to sleep the date of the charged to.
The hotel does not offer Diamond parking and with the lot is very small and cramped. Athough the lobby area is beautiful, the rooms are a bit older and in need of an upgrade.Although I would not choose to stay here again, I wanted to comment on two very positives about this location.Upon arrival after 10pm, I was greeted by the acting manager Tam. He was very kind offered waters and snacks. Two things Road warriors appreciate when arriving at the hotel. In the morning I had a few minutes before I had to depart and I enjoyed a great omlette.
The interior and exterior of this location is appealing. The rooms very comfortable. The restaurant food was average or below per selection and quality. The service sub par as well because the server was handling it all alone. The other ES locations have been better.
If I could post ZERO STARS I WOULD! There was water damage and paint peeling and hanging off the ceiling walls, mold in the bathroom shower, trash being left by rooms on the floor for 3 days I even toke pictures of it. Floors were so disguising that my feet were black as if I walked barefooted in a parking garage. The rooms smell like dirty carpet covered up with sanitizer. The pillow cases were dirty (felt like the bedding wasn’t changed) I was so discussed in the first room that I was in that I demanded another room and even downgraded from a suite to a more basic room) They advertise they have a shuttle from the airport to the hotel but when you get out of the airport and call them they inform you they don’t have one. The thermostat didn’t even work I had to leave the shower water running just to heat the hotel room up. I was in town for a medical procedure only (never been to California before) and I was so discussed and so unhappy that I checked out a day early and choose to just sleep overnight in the airport.
Our 1st travels since Covid wow how things have changed! Last Embassy Suites we stayed at was in Chicago a 5-Star Experience 3 yrs ago. Mainly writing so management might fix the DRiPPiNG Bathtub Faucet in room 714!!!!! There is a Water Shortage in Calif — water is going down the drain, PLEASE FiX iT!With that being said, I just read all the recent reviews so it’s not my imagination running away with me. Chose this Santa Ana Embassy Suites instead of Irvine because it was cheaper, obviously for a good reason. Yes a bit dated & musty. Brand new fluffy towels but only 1 face towel & no bathmat? Had to ask twice for face towels & bathmat it took 3-4 hrs to receive new face towels right out of the package — 🤔 this hotel does Not have enough towels?!? We did not want maid service for our 6 day stay so just happy to receive enough extra coffee packets as requested.NOW on the plus side. . .other hotel we booked in the area after reading reviews of homeless lurking behind dumpsters on the property plus room thefts & car break-ins 😵💫 I am so thankful we are here instead! Suite is very spacious, bed is super comfortable, great made to order omelets that would be a $25 breakfast buffet in Hawaii. Free 2 drinks are a bonus (3rd beer cost $7) and wild salmon fish burger w/steak fries only $18 is excellent! They had 2 bartenders serving as waiters hustling over to the kitchen wearing skates. We were told to expect the kitchen to be very slow — It Was SLOW, but at least drinks are served quick & food came out nice ‘n hot of which exceeded our low expectations. Kudos to the very cordial & efficient bartenders!!Just know it says online they have a courtesy hotel shuttle to the airport BUT they have not had one since Covid! They really should update current info after 2 YEARS to reflect NO AiRPORT SHUTTLE that I otherwise deem to be misinformation. Good proximity to UCI.Not really 4 stars more like 3.5 stars but with a comfortable bed, good meals & plenty of free coffee w/pastries it saves a pricey trip to Starbucks 😁.Next time I’ll go to Embassy Suites in Irvine. They look like they have the same larger bathrooms as in Chicago w/beautiful lighting built into the mirror frame. This bathroom just too cramped up & dingy with not even a single towel rack to hang anything. Only 2 robe hooks on the back of the door, devoid of not a single towel rack reusing towels for 6 days — may be fine if you were getting new towels everyday. However, most concerned about the dripping bath faucet wasting precious water resources.Be sure to stay @Hilton Hawaiian Village when in Hawaii it’s our most favorite hotel on the beach in Waikiki w/fireworks every Friday night that just restarted last Friday since Covid. Think we are finally returning to the way we were. . .🌺Aloha & Mahalo
Positive: First the location. Very nice and quite. Close this shopping center and resturant and it¿s right next to the freeway. Second the stuff. I wish I remember the young lady that check us in. She was super nice and welcoming. Third the hotel itself and room Negative: No
This is one of the dirtiest and outdated embassy suites I stayed in. The minute you walked in the room. I noticed the bathroom smell like old sewer water. The AC vent was so loud and unbairable for a nice sleep. Windows are very poor insulated and a lot of noise coming from outside. I would not recommend this 3rd world country hotel at all.
Check in: Heads up self parking is $22. When my family arrived there was only one person checking guests in so there was a bit of a wait. I was able to sit my kids on a sofa in the lobby while I waited for my turn in line.Once in the room my family sat down for a bit to wind down from our flight into SNA Airport. We were pretty tired. We quickly noticed that it was very cold so I adjusted the thermostat to a warmer temperature which was more comfortable for us. After about 30 minutes of waiting for the temp to heat up it was still cold. The air that blew out the vents were cold, nowhere near warm. I called downstairs a few times but no one answered. I went down to the lobby but the line was too long. I ended up using the in app message feature to let them know the room was too cold and we were uncomfortable. I also requested blankets for my kids. No one ever responded. I was too tired to go back downstairs so we just slept with hoodies and jacket on.I pulled out the sofa bed for my son and discovered old breakfust muffin wrappers and paper from the previous guests. There was a thin sheet and two pillows in the drawers but no blanket for that bed.The two beds in the room were comfortable but... the bed linens were stained with a weird yellow/orange looking substance when pulled back. The towels in the bathroom were the same.The balcony was nice but there were cigarette butts from the previous guest all over the ground. We dont smoke.We didnt sleep well due to the temperature in the room being uncomfortable for us. My baby woke up the next morning with a runny nose due to how cold it was.We went down for breakfast the next morning and it was probably the best part of our stay. We enjoyed the variety and food quality they offered. You get 2 free food vouchers for adults per day. its $20 each beyond that. When I asked about vouchers beyond the 2 the guy who checked me in told he me didnt bother asking me if I needed more because of the price. Im not really sure how to feel about that....Like what is that suppose to mean?Anyway... on to the 2nd night.After breakfast I went to the front desk to voice some of my concerns and request a room change. There was a nice lady at the front desk who listened and apologized. I told her about the temperature of the room and our comfort level, the trash leftover from previous guests etc. She recommened that I move to a room on a higher floor level because the lower levels were cooler. I took her advice and we moved our belongings to the 5th floor.I pulled the sofa bed out for my son and what do you know... garabage from the previous guests. I went to take a look at the linens and towels and again there are weird yellowy stains on them. I tured the thermostat to a warmer temp and after an hour no change...just cold air. Everthing was the same. I called housekeeping to request blankets and no one answered. I waited until the evening and finally reached someone. They only brought ONE blanket. grrrr. At this point I was over this entire hotel and stay here. I have had better experiences at 2 star hotels. For the price I paid for my 2 nights I feel like I wasted money. I would have been better off staying in our rental car. At least the temperature is adjustable to my liking.Fair warning to anyone out there who is considering this hotel for your stay. There are better options out there for the price. Save your time and money. I would not recommend this place to anyone unfortunately. I will definitely not be coming back to this place.If I could recommend anything to the hotel management or staff... 1. please consider allowing your guests to control their room temperature levels to THEIR comfort levels NOT yours. 2. please inform your housekeeping staff to check the sofa beds for garbage left over from previous guests & consider new linens when they are yellowing. 3. please check the messaging app or have more staff working to accomodate the needs of your guests.
Can you believe this is a hotel by Hilton? it is the dirtiest hotel Ive ever stayed. poor service quality, I have paid extra fee for balcony room, but A reception staff saidshe cant see my order and cant change room. blood on the door, the door lock was broken, dirty window, $22 for parking, huge wall drilling sound at 8AM, unbelievable!!!
Worst Hilton property we have ever stayed in. Elevator didnt work, rooms were not clean, HVAC did not work, no blankets for pull out bed, tub/shower leaked all over floor, door to room didnt open without forcing it, had to have keys recoded several times, front desk and staff completely overwhelmed, denied late check out, and the list goes on. Definitely and sadly not up to Hilton standards. Hopefully, we just stayed during a rough period and normally it is better!
This hotel is way past its prime. I’m sure there was a day when it was really nice. Now it’s kinda dingy. The way outdated tub/shower combo was dirty.I did enjoy the breakfast, and the location is convenient to the work I was doing and the airport.But I won’t be back.
Worst Stay of any Hilton property I’ve ever experienced. As a diamond member I try to stay exclusively with Hilton… but the lack of customer service skills and knowledge in operations as well as cleanliness and the ability to speak the dominant language of the area has me reconsidering where I want to spend my money and continue my loyalty
Be careful when you stay at this hotel, pictures look lovely but they charged my card WITHOUT my permission 2 times of 23$!!!! Check your credit card/bank cards often when you use them at this hotel! I called the hotel and they stated I ordered something from the restaurant and then a drink at the bar! I didn’t even know they had a restaurant or bar! All I did was check into my 1 night stay and my son and I used their hotel and jacuzzi and ate their complimentary breakfast in the morning! The lady I spoke with informed me they were going to start an investigation and have somebody call me back, 4 days pass and no one has yet contacted me or informed me on ANYTHING so I called the hotel again and spoke with a lady named Krystal she said she would have her manager call me back the next day named Jonathan Phillip NEVER CALLED OR RECEIVED A REFUND! This is the worst experience I’ve ever had at any hotel and will be calling cooperate and taking it up with my bank but is extremely ridiculous that I have to be wasting my time doing this and going to have to be wasting more time with my bank! Most likely one of their employees doing an inside job I just wonder how many other people they do this to. Unprofessional.
This is my first time to write review to hotels. I booked room via Expedia. I stayed one night 6/12. Staffs are nice but the room condition is terrible. If any word worse than terrible I would like to use. It is not acceptable condition to let anyone stay. The sink inside is broke, bathroom door broken with a big hole. Bathroom wall with water damaged, shower tile floor with black discolored grouting and looks disgusting, wet bar/coffee station cabinets are water damaged, ottoman surface damaged, one light next to bed not turn on. Scratches, discoloration and excessive wear and tear on cabinets, TV stand and everywhere if the room. I even didn’t bother to sit on sofas since they are look old and dirty. The room is very cold since their HVAC system only turn heater on if outside temperature below 55F. Luckily the staffs are nice to bring a potable heater for us. We are here to celebrate my daughter’s graduation but the room spoiled our celebration and made us so unhappy, especially when I saw my daughter disappointed face my heart was so hurts. It was worst hotel room I ever stay and ever saw!!!
I am a Hilton Honors silver member and I stay in a lot of hotels and this was definitely one of the worst I have seen. Reserved a room for 3 adults. Get there and the room smelled of smoke, only one towel in the room and none can be found in the whole hotel. Tried to call the front desk and no one answered for over 30 minutes. Every time I went to the front desk there was at least one angry guest at the counter complaining about service. The staff was unprofessional and acted like I should be thrilled and satisfied that they showed up for work. Top it off there was a large drunk group screaming and singing in the center area late at night and the staff did nothing to stop it. The restaurant was extremely slow (only one person working on a Friday and Saturday night) and out of items. The only bright spot was that some of the cleaning staff were friendly and readily apologized for what they seemed to know were poor conditions/service. Oh, and the omelet was good.
Booked a King Room with balcony and paid that price and instead got a cheaper room and still paid same price and the lady at the front desk said this room was more expensive when online it showed up to be way cheaper on expedia.Very poor customer service! The best part is our room was secured til midnight, but they sold it out to someone else but we paid full price for a better room. How does that make any sense? Guaranteed a room and you sell it out and give us a lower graded room but we pay same price?Had breakfast downstairs; since it is part of the room. Wow! Horrible! Continental breakfast! All they had was old sausage patties, tasteless scrambled eggs, and 2 days old potatoes! They have an omelette station which is very basic. Another area had oatmeal, bagels and danishes. The oj is watered down and coffee was watered down aswell! Food quality overall was maybe a 2/10.This place is a joke! Will not recommend this place to anybody!PS: The parking lot is horrible, very small and tight for go carts maybe? And nobody was visible for valet parking.Got scammed by Embassy Suites! Book elsewhere if you get a chance!
Positive: The breakfast was very excellent, with all you can choose omelet. Negative: The room temperature was non-adjustable. There was no comforter or blanket for the sofa bed. The housekeeper had trouble finding us a comforter. Finally we got a one after 11pm. Our room faces the freeway. The room also has a faint smell of tobacco.
Glad this is my check out day, absolutely the worst of the Hilton brands! The property director is the most unprofessional, rudest and lacks any customer service standards and it shows in the team at this location. The audacity that she thought she could go to my manager all because I had a complaint about her and this location lack of professionalism and the fact I wanted to speak, write or call her boss due to her rude response to me? That backfired, our team isn’t coming back to this location again. Inwound up escalating to diamond service to ensure my voice was heard about the director’s unprofessional conduct!!!! After 24hrs the toilet got fixed!
After 4 nights, at 8am on the 5th day, I requested housekeeping change my sheets, replace linens, and replenish toiletries. Someone came in and left the room a bigger mess than it started (ie folded the dirty towels and threw them on the toilet, removed the toilet paper holders and just left them on the sink, no clean towels, no replaced sheets- no new sheets at all). Two more requests for housekeeping, and all they did was leave me the top sheets and some toiletries. I was then told I had to change my own sheets when at 10 pm it still wasn’t done. I asked to switch rooms as a result and they told me they were at full capacity. (So one would think they would hire adequate housekeeping staff). They then offered me a 50% discount on my final night for the inconvenience, then upon checkout refused to honor it because the desk clerk “didn’t put it in the notes.”Experience was great until then.Housekeeping was and is an embarrassment for Hilton. There is no excuse for the complete lack of services. Get it together, or advertise that you’re nothing more than an air BNB or that your service is nothing more than the equivalent of that found at a timeshare.
Rooms have a bad odor . First room paint was peeling from ceiling in the bathroom and above the beds, appeared to be water damage and maybe mold. Water was sitting in the refrigerator. Pillow cases dirty with visible stains. Bugs crawling on bed. Switched rooms and it was visible hair on sheets in both beds, pillow cases were dirty . Advertised for airport shuttle but was advised they don’t have it. Customer service was good.
Positive: I liked the breakfast and the ambiance of the middle of the hotel. Negative: I did not like the beds at all. They were very hard. The rooms are super outdated. There was no dog locations for them to go nor dump the poo bags.
Clean, comfortable, large suite, including lounge area with sofa, dining table and chairs, bar area with fridge, and TV. Spacious bedroom with a king bed, armoire, table, and TV. The bed was comfortable with plenty of pillows. Bathroom was clean and had extra towels, hair dryer, and amenities. Would definitely stay here again.
Embassy suites has always been one of my first choices because of their standards and spacious suites . I recently checked into this place with my 2 boys because we had some construction work going on and I must say I’m deeply disappointed by my decision .Checkin process was fast , went to the room with the luggage and the boys only to find out the door wasn’t opening . Went back to the front desk and told the lady about the problem , she said she will send someone right way . After almost 40 mins and 2 more phone calls someone showed up only to show me there was no problem with the key . The door handle had to be shifted up and down while pushing at the same time . He told me it was a known issue . Wonder why the front desk lady didn’t know that and why it took so long to send someone over .Thermostat in the room was running at 68 ; tried turning off but it just won’t work . Called front desk again around 8 pm and asked for extra blankets and pillow and after 3 more follow up calls and 1.5 hrs later , house keeping showed up with the blanket.There were literally 2 towels and 2 face towels , I asked house keeping for an extra towel and she told me to get it from the front desk . Forget it.The only upside was the friendly chef making the omlettes , she has more grace and customer friendly attitude than anyone else in that place.Btw , you must pay 22/day for parking , don’t understand the logic as it’s not in a business district or downstown area . I didn’t mind that ; the problem was finding someone to pay for the parking . Half the time the guys at the valet area were absent. Isn’t it ridiculous when you have to wait for 15 mins to pay for parking ?I’ll think twice and read reviews befor I book my next trip at an embassy suites , but never this one .
Cannot recommended this hotel. Breakfast was nice and staff were friendly, but the hotel is outdated! Like stepping back 30 years. Also, please add signage. I took the stairs to get ice…and got trapped outside. Cannot get back in from stairwells, and zero signs saying such. Overall disappointment and not up to ES standards!
No Ac when it is below 70 outside. Room Temp was 72-74 constantly. We had to open windows to cool the room down. I would not recommend this hotel to anyone who likes below 70 temp at night time.
Beautiful hotel on outside. Had a very disappointed stay for a wedding this past weekend.Room smelled of cigarettes, dripping air-conditioning and small fly infestation, bathtub had cracks with dirt inside and elevators would not work right.
This hotel is a joke. They don’t honor Hilton honors benefits when you get here. Bait and switch. The desk clerk Christine was rude, condescending and demeaning. She interrupted while I was trying to work out the issues with the other desk clerk. She should be fired. I would never stay at this terrible hotel again. There are plenty of others near here to choose
Their rooms are small and outdated. If you have an issue with any devices in your room (lights, tv’s, door handles) good luck receiving assistance from the hotel or from customer support. This location should not have the Hilton/Embassy name attached to it. I am a 30 plus year Hilton / Embassy customer. This is the first time I have been disappointed.
Terrible! Our room was not ready. After driving for 6 hours we waited 3 hours for our room. The air conditioner was not working. We couldn’t sleep because it was TOO HOT! our room was 78 degrees. There were no pillows or blankets for the sofa bed and no batteries in the remote for the TV. Additionally, the front desk person (Meosha) was rude and unprofessional. She should not be in the hospitality business. Also, WHERE IS THE MANAGER??? Friday, no manager until 5 pm. Saturday, we were told the manager won’t be back until Monday. (They obviously hate it here too!) the Sales Manager’s attitude was like…too bad, you’ll just have to wait. The wait staff, breakfast staff and housekeeping were very nice.
This is my second time staying at the embassy suites Santa Ana. I absolutely love it here! I know this is a bit delayed but I was a guest back in November and had a pleasant experience. My family and I had just driven in from Phoenix and were extremely tired. When checking in, I was greeted by Kristine. She was very attentive. I throughly enjoyed speaking to her. She greeted me everytime I walked by, she was always very attentive and extremely professional. I would stay again just because she made me feel really welcomed. The rooms were great, the breakfast was delicious and the staff was awesome. Thanks Kristine! Hope we meet again on the next trip. :)
I was very disappointed with my stay at embassy suites in santa ana. When we checked in our room it was missing face and hand towels so I called front desk to see could I receive more towels and never receive any. I called twice. The room was very bland and ugly and needed an update. The evening reception was the worse Ive ever seen. Potato chips and crackers really. I will not be returning to this hotel.
Did not even get a chance to stay here due to some mix up between my booking through Expedia and whichever hotel staff booked my room. Expedia was very helpful and called the hotel to update my booking for tonight, mind you I have the confirmation and itinerary #s all in my email. We arrive and worst customer service ever! The so called “manager” Kristen was extremely rude, kept ignoring us and giving us her back when we were just trying to ask questions and get everything situated while we were on hold with Expedia. She then told us they have no more rooms and continued to ignore. Whoever the manager or owner of this is establishment is should highly reconsider who they employ, Worst customer service ever.
Room very dirty, restroom small, nasty, old , water in shower turn to hot suddently in shower, my son about get burn in shower. Bad services , issues been notice and escalated. They said can t do anything to resolve my concern. Worse hotel ever i been stayed. Dont waste money to stay here will not get what you paid .
Not the best service from an Embassy Suites property. Hilton Honors real Warda was not honored. WiFi was not good. Cleanliness to common area needs to be addressed. There was a vomit that stayed for over 3 hours despite multiple guests giving staff heads up.
The only friendly staff were at the breakfast brunch, and morning valet parking guy. The valet manager and front desk treat people like we are an inconvenience. Room was dirty , bed bugs in the lobby couch gave me a bad allergic reaction. Shower broke on the day we were checking out and front desk assistant manager said nothing she could do. Would never stay here again.
Didnt have the room that we reserved and front desk didnt seem to care. Check in was at 4pm but they couldnt give us a room until after 6. We had expensive Hollywood bowl tickets that we lost out on because we couldnt get ready in time. Most outlets in the room didnt work, tried to iron and the iron didnt get hot... And still the next day they didnt have the room that we reserved. :(
It was the first Embassy suite that i have been to that was below standard. The room had this terrible smell,had black mold on the ceiling there was no shower curtains..there was condiments to make coffee but no coffee pot...trust me will not be going back...i will be placing a formal complaint aswell..Being a Hiltons honor member i left very disappointed...
I feel that 4:00 pm for a check in is more later than I expected, but I under stand since the hotel is quite large.I had call earlier to see if an early check in would be available since I was pressed for time (had to attend a friends wedding at 5:30Pm ) and was in formed that it would not be given that they were fully booked. Again this was understandable...However I was disappointed to hear that my room was not ready at 4:00Pm and they couldnt give me a estimated time of when it would be. I ended up going to a friends hotel down the way to get ready. My partner went back to the hotel to try and drop off our luggage but was informed that the room we had selected was still not ready (this was 45 min after the said check in time ). My partner was offered a diffrent room at 4:50pm. But this room appeared to have been rushed clean since you could still see hand prints on the dresser and hair on the bathroom vanity-sink. The bathroom hinges were also really rusty. Not something I expected to see at a Hilton hotel but I guess there is a first for everything...Long story short, It would have been nice to have had the room ready at the check in time listed or been offered a discount, offered a voucher or not have been charged for parking...Something for the inconvenience since I only used the room for less then 8 hrs (checked out at 6:30Am the next morning). But I dont expect embassy suites or Hilton take care about mine or any of its customer experiences.
Positive: nothing. Negative: you cannot control the thermostat. heat only comes on at 10pm, and once again you can¿t turn it up or down. furthermore, they gave NO blankets, no space heaters. after 2.5 hrs of continuous calling to the front desk, i was given 2 sheets. horrible hote
Honestly after years of staying at embassy suites this has been the first time I have had an awful experience . They overbooked one of my reservations so half of my family was sent to another location, second the bathroom that was given to us didn’t have a functional shower, and the worse part we found cockroaches in our bathroom. Never will I stay at this location again.
This is the worst experience ever at a Hilton product we’ve had across the world. Understaffed and horrible housekeeping service. No towels or toilet paper and can’t get any even after asking multiple times. You can’t control your own temperature in the room. Health department issues when the female worker (4/14/22) refused to wipe down the table that was just used by another family.I’m not one to post a negative review; however, it was that bad.
As a loyal Diamond member I was very disappointed. By far the worst experience of all my Hilton stays. Very unfriendly and uncaring front desk.Hilton has been my choice for decades. Now looking to join another chain.
Dirty, not enough towels, poor attitude, we left coffee cups after dinner in the lounge, still there when we checked out the next day. DO NOT STAY HERE, the worst Embassy Suites Hotel ever!
We ask housekeeping for four days but no one clean our room. The bathroom is really small. The front desk’s efficiency is so low. I will never live here anymore.
It was great but the pool was a different story they put too much chlorine in the pool and it burns when it gets in my mouth and eyes. And I think I got a rash but it went away and the good part was it burned most of my acne I hope thats a good thing
Nice hotel with a nice view but there was food outside my room in the hall sitting in the floor the whole time i was staying there and was still there after i left, housekeeping needs to step it up a little with the cleanliness :/
POOR SERVICE, DIRTY ROOM AND NO ROOM CLEANING OR TOWEL SERVICE. THIS IS NOT A 3 STAR HOTEL. I WOULD HAVE PROBABLY DID BETTER AT A MOTEL 6 ROOM. DO NOT STAY AT THIS PLACE FOR THE PRICES THERE.
Positive: I called the front desk to request a iron because all though it¿s listed there was not one in my room. That was at 8am. I called again at9/10/11 they always promised but never delivered even after I offered to come get it. They insisted it¿s on its
Positive: Location Negative: room was dirty hair in beds and sink That was not ours. Carpet was dirty. Restaurant was closed. Parking was 22 dollars a day . And some one yelled out I hate niggers while my daughter was sitting in the foyer from an upper balcony No towels !
Rooms are dated--central air not working properly in some rooms--cleaning service not easily available unless by request--atrium area very nice and breakfast service was acceptable. Did not feel safe to leave valuables in room--cell phone stolen.
Waited 2 hours after 4pm to check in. The desk clerk said they would call us when the room was ready, and they never did. They continued checking people in from the line and didnt let us know room was ready. We asked for towels and they never brought them until I called twice. Bad service and rooms need updates.
You have to pay for parking. If you book online they make you pre pay for stay. Make sure you ask for a room on the back of the building or you will listen to the cars and motorcycles all night long.
Cant even get some Extra towels. Rooms are trash. For the price? There are much better places. MUCH BETTER PLACES!
Positive: Nothing Negative: Staff was not helpful, couldn¿t get anything we wanted. Fire alarm went off in middle of the night with no apologies or direction. It was a horrible experience and the manager was even worse.
This is by far the best Hilton brand hotel that I have stayed in, and I am a diamond member and have stayed in many Hilton brand hotels. It was very beautiful and very clean. The staff all seem happy. They smile a lot and customer service was excellent. Breakfast was very very good. They have an omelette bar, with freshly made omelettes, made to your specifications. The pool area was well maintained and very lovely. Bed linens were very nice too.
This hotel does not have a housekeeper- this was told to us from the receptionist which means this hotel is not being kept sanitized or clean for Covid- stay at your own risk.Second- this hotel has not extra blankets to give you- so if you have someone sleeping on the sofa bed- you will not be given a blanket- they will give you a bedsheet.Third- our room had a water leak and had a very strong smell of mold and mildew- we told the receptionist who refused to issue a refund and refused to change our rooms. We had to leave since we had children and could not expose them to the strong smell of mold. I will never stay at another embassy suites again. Im an avid traveler and is the first time I’ve encountered a receptionist who did nothing to help a paying customer- like seriously how does a hotel not issue a refund or change your rooms if there’s a water leak in your room with the carpets soaked???? ALSO THIS HOTEL DOES NOT HAVE HOT WATER IN DECEMBER- YOU HAVE TO CALL THE RECEPTIONIST WHO WILL THEN SEND SECURITY TO TURN ON THE HOT WATER!!!! Ridiculous- I encourage you not to stay here- there are many other hotels in the area which will have better customer service than this hotel and the basic necessities like HEAT AND WARM WATER IN DECEMBER
Id say the best thing about this place was the nice style of the suite. Central heat didnt work, I was freezing, One hot cup but no tea bags.bedroom tv remote didnt work either. Now the worse was the breakfast buffet so unappealing, oatmeal was like cement,eggs gross, everything was under cooked.
Positive: This is the first hotel that serves a full breakfast bar since the pandemic. Everyone other hotel I¿ve stayed in seems to have the excuse of the pandemic to serve a granola bar, if that. Friendly staff. Comfortable beds. Cleanliness 10/10 Negative: AC settings. The room was hot. We weren¿t able to turn AC on because it was less than 55 degrees outside. The room was about 70. Not pleasant at all.
Positive: Location Negative: Only 1 towel No batteries in remote control Extremely uncomfortable furniture Very hard bed, like styrofoam
When we first checked in, I was given room 537. As soon as we walked in room there was a smell. The bathroom smelled like dirty rag and the bedroom smells musty. When I went to open the balcony door the carpet around inside of the door was completely soaked in rain water.! The front desk was nice and gave us the room next door,536. Again, same thing with the carpet. Rain water leaked in from sliding door.We finally was switched to room 307 and unpacked. The room was very stuffy and warm and after trying turning down the thermostat, we realized there was no AC bc of the hotel HVAC system. (Between 55 and 70 degrees, neither air conditioning nor heat is on) I don’t think I have ever stayed in a hotel where there was no choice of how you set the thermostat. I would have opened the balcony door but it was raining and the room faced the freeway so it was double whammy to have the sliding door open. It was so hot in the room with temperature of 75 that none of us needed a blanket at night.After 2 nights, the water starting pooling in the bathtub, there was no way to clear the drain to get debris out so the water will clear. The water was luke warm when turn to hottest. We called the front desk and was told it takes a little while to get the hot water. Well, after all 5 of us took our showers, water was still COLD to warm. How long does hot water take?! The water never turn hot and it was not fun taking showers for 4 nights.We don’t like to complain about little things but these things I mentioned are basic necessities for a hotel to provide. I choose Embassy Suites for its comfort and reputation but this specific location did not live up to your brand’s expectations.
Positive: I like the name Hilton hotels suppose a nice hotel, but not this one. Worse than 2 stars hotels. Negative: All the furniture and appliances are out date. No slippers, No bottle water. All towels are smell bad and old. Have to pay parking, the other nearest hotels parking are free are. Use the cheapest food for breakfast. Fruits are not fresh.
I made reservations at this hotel for my sons wedding. The bridal party used this room, while the groom used another.We were disappointed beyond belief! I hope the honeymooners had a better experience!Yellow stained sheets and quilts. Used bandages left on floor, no care in the world from staff when informed. Cigarette ashes on bed. 2 towels for 4 people, didnt receive more towels when asked, waited over 4 hours, then, apparently I was rudely interrupting the lady that was bringing our towels, because she was on facetime with her husband. Unable to use the thermostat, a/c or heat. Supposedly the heater could only be turned on once it hit 50?! No extra blankets or portable heaters available. Parking prices were ridiculous, $22.00 per night for self parking, when someone is already paying almost $200.00 per night to sleep! I will NEVER stay there again, nor will I recommend this hotel!!!
This was a last minute option. After trying to find other Hilton properties this was the only one with rooms for 5 people. It looks good on the outside, but the rooms show the wear. Especially, the bathroom. We got a 2 room suite. The sofa bed wasnt even comfortable for the 12 year old. So she slept on the sofa. Theres no way I could have slept on either. The 2 queen beds were comfortable, but too small for my son and his wife. They are use to King beds. They have a indoor pool that my youngest granddaughter took advantage. Dinner was difficult. There are places you can walk,, but you can only order through the drive through. We ended with online order from Chilis. Morning breakfast was the usual breakfast buffet. I had oatmeal which was hot. The others went for the scrambled eggs, waffles and sausage. They said most everything was cold. Probably didnt help that our table had the air conditioner blowing on us the entire time. I wouldnt pick this place for a vacation destination. In a pinch, it worked.
I would say 4/5 but why Im putting 2/5 because of the front desk , is very unprofessional girl I guess her name is Kathrin , not the best at allSaw her Grumpy talking to other people and Customer in unexpected way...they should hire more professional people know how to deal with customers in a courteous way
Negative: Arrived at 11pm and they had no rooms cleaned or ready to check in. Had to go to another hotel. Front desk said they did not have workers to run hotel. A real blight on the Embassy Suites brand.
Positive: Breakfast Negative: Everything was broke. Spa, elevator, tv, charging areas, shower, rug had hole in it. Not good!
My sister recently stayed at this hotel and the service was extremely poor. She was unable to connect to internet and the manager told her to bring her computer to the lobby each time she needed to connect to internet while her room was on the 6th floor. She was not supposed to be charged since the room comes with free internet. She emailed the general manager named Valerie Cooper three times in regards to the internet charges but Valerie Cooper has never replied to her. Finally she contacted the manager on duty in regards to the internet charges. She was taken back because the manager on duty laughed at her and said its only $ 7, whats the big deal? The manager on duty also hang up on her. Even though it is only $7 but my sister deserves to be charged correctly and that $7 should be returned to her.
No hot water for our entire 5-day stay. Front desk offered no help. Just said to just run the water for 10 minutes to get the water up to our floor. Didnt work even after 40 minutes. Room was dirty, smelly, sink cracked, tub enamel chipped and rusty. Towels dirty. Tried to get room changed twice. Nothing. Front desk was unorganized and unhelpful. Many staff seemed unhappy. Tried to get compensation to no avail. Needs new management and a renovation.
Horrible experience. At check in they gave me keys to an occupied room. I startled the lady inside and was so shaken I could not form a sentence. When to the front desk, and they apologized and gave me another room and a bottle or water. The staff was nice in trying to resolve but horrible way to start the stay. The hotel is in bad shape and rooms are in need of repair. The hotel lobby is nice but not representative of the room. Then to cap it off, I found a small dead black bug on a towel I used after I showered. DISGUSTING! I will not be back.
Positive: The breakfast, pool stafff and pool was awesome. I love all the plants and fountain Negative: The housekeeping, we had to keep calling for blankets, towels and they would never show up. After waiting for 4 hours I had to go downstairs. I had to go to store to buy heater, room was so cold
Excessive damage deposit eats your vacay budget. Beware promises of upgrades as all rooms seem similarly dated and complimentary reception, aka happy hour, was not available despite being advertised in upgrade and on website. Not a bad place to hang your hat at night, but not as luxurious as indicated.
My 1st room I got had a faulty window so I received a second room and the 2nd room the air conditioner did not work but did not ask for a 3rd room because my daughter had already fallen asleep and it was too late to ask for a 3rd room. Also ice machines on all levels were out of ice so I had to go to the bar and the main floor to get ice.At least the staff was very friendly and accommodating for me and my family.
This property failed to live up to the expectations Ive come to expect from this brand:* Building and parking lot grounds were unkept and full of weeds, trash, and broken parking equipment (bent and collapsing cement posts, etc.).* Room A/C did not work in the living area of the suite* Bathroom floor was dirty* Parking stalls were very tight - very hard to park a full sized half-ton truck* $100 hold was required on my debit card that could take up to a week to be reimbursed. Not expected as I am a Hilton Honors member. First time that I can remember this taking place at other Hilton properties.I would NOT stay at this property again. Extremely disappointed.
Front desk was nice ac was not working room smells of mildew not clean at all no staff to clean rooms honestly the worst stay I have ever had hope I dont get sick from the odor
We had booked a room with a balcony. But we got a regular room. The hotwater in our room was not working. It took 15 minutes to get hot. They could not fix it. But the room was spacious and comfortable and the breakfast buffet was excellent.
Although staff was friendly there’s a lot wrong with this hotel. First of all the rooms were cold and the thermostat didn’t work. The breakfast wasn’t very good. The eggs were pasty and bland and if you have food allergies you’re out of luck. No one will accommodate people that have dietary issues. We were told that the maid makes the bed every four days so you are forced to make your bed yourself most days. Elevators are quirky and don’t work often. There was one day when four out of five elevators were out of service. We were told that this embassy suite was privately owned. This explains the lack of amenities when you compare it to many other embassy suites in the area. The atmosphere here was a bit in the dreary side and was depressing. Overall will not stay here again. This place is only good if you need to be there for a day or two or near the airport. Can do better with other hotels near by.
Positive: Great breakfast; nice staff and spacious room Negative: High traffic noise if you are in the front. Some basic things missing but I realize the rooms are in the process of being updated.
This property is nice but needs some updating. The area it’s in isn’t the area but it was a nice place to sleep and get to the airport next day.
The last time we were at this hotel was pre-COVID, and we said in our review that the hotel was tired and desperately needed an update. We stayed again recently because we were going for difficult reasons regarding a family illness and couldnt take the time to find another location that was near to family. Never again. The lobby is very nice--that is IT. We were taken to 4 rooms before we just decided to stay in the 4th one (the 1st smelled of masked cigarette smoke, the 2nd had no balcony though we asked for a balcony, etc.) The duvet cover was torn in various places (we found a piece of it lying on it), the towels are small and flimsy and so old theyre gray), the microwave was on the bottom shelf of the kitchen cabinet, of the 3 decorative mirrors on the wall one was missing, but the holes were there, the hot water in the shower took FOREVER to get hot, and then it fluctuated through the whole shower, we had to call to learn how to warm up the room; come to find out maintenance had to turn something on so we could turn on the heat! We can pretty much sleep through anything; the freeway noise was unbearable even for us! They need to add quality windows/sliding glass doors and insulation to quiet the rooms. Just.Not.Up.To.Par. There arent enough compensating points to outweigh the negative experience. We will NOT be staying there again.
THE WORSTThis is one I wish I could give less than one star. It doesnt rate even being a hotel. From arriving at the room we noticed the smell was awful. The floor and carpet were covered with spots. Ive added pictures just so you know what Im saying is true. The paint was cracked and the furniture looked like it came from a second hand store. I went to get ice from the ice machine. The guy downstairs told me there was ice machines on almost every floor. Sounded great. Not! I went to the ice machine on the 7th floor.. it didnt work. I tried to go down the stairs to the 6th floor only I couldnt get back in the building so I had to go all the way to the bottom floor and ride the elevator back up to the 6th floor. Upon arriving on sixth floor I found that ice maker didnt work either. I had to get in the elevator and go down to the 5th floor to finally get ice. I might add when I enter the ice room it was one of the worst smells Ive ever encountered in my life. Upon arriving back to my room, I opened the refrigerator door only to find a huge block of ice where the freezer is supposed to be. Thats just great for my ice cream. It melted. After complaining to the front desk about some of these problems they changed us to a different room. On top of all of this, there was no heat. The maintenance guy came up and he told me even though its November only the air condition works. That does a lot of good when its 65° in your room. Needless to say I will never return to this hotel. I would advise anyone whos considering staying here to rethink that. I would give a bad motel 6 two stars more than Im giving this hotel. They did have a pretty atrium though.Sad
No heating or air conditioning and zero help from the staff about the issue. I am a diamond member and have never been so uncomfortable in a Hilton hotel I would not recommend this hotel to anyone.
Unless there is no other hotel in town, dont stay here. Even then, sleeping in your car may be more pleasant. I could see at one time that this may have been a nice hotel but it has not aged well. The common area is well kept but the rooms are reminiscent of a roadside motel with poor ventilation, slow drains, lukewarm water, loose toilet seat, peeling paint and sheets that havent been updated since, Im assuming, it was first built. Because it may have at one time been a nice hotel, they still charge you nice hotel prices in exchange for questioning whether or not your judgement had failed you. Terrible, terrible, terrible. Did I mention $22 for parking...
Ron Boutte the parking supervisor was superb! However, the front desk needed to specify where exactly to find the laundry location, 3rd floor, but where exactly?
Positive: Location, staff was great and very helpful Negative: Asked for Maid service twice and didnt get it but otherwise a great experience.
I tried to check in early, because I had driven all night, and I was exhausted. They said they couldnt. One of the seemingly bored clerks seemed uninterested in helping me, but I understood, because it was 11:00am.At 1:00pm, I went back in and asked if I could be put on a list and called, because I was sleeping in my van. They took down my name (it is weird that I had to ask, but ok). Again, I understood, because it was super early.At 3:45 (check in was at 4:00), I went back and a couple right in front of me checked in, and when I handed my id, they said that my room wasnt ready. That is when I got mad, and I pointed at the couple and asked how they checked in, she said that my Military rate room wasnt ready. I said that had I known that it was the Military rate, I wouldve paid full price. She then backtracked and said that it was my double queen beds and then she rudely pointed at the clock and said that checkin wasnt until 4:00. It was about 3:55 at that point. She then decided to gaslight me by saying that I shouldve come in and put my name on the list. Well thanks princess for that advice. Oh wait! I did that.So I called the Residence Inn in Newport, and they were so kind, so I left the Embassy Suites and went there. The lady at the front desk was so kind. I then had my entire party (four more rooms) cancel their rooms and I booked them at the Residence Inn.On another note, I work with a bunch of Military, so you can bet that I will be telling everyone that Embassy Suites has a policy of being I accommodating to people with government ids.
It was not ok it was alright😬yes the room was nice but thats only a facade I have never in my whole 111 years of marriage me and my husband stayed in a hotel a very nice hotel at that that had a roach come into the room and crawl behind the kitchen sink and refrigerator in the room. Beware after seeing that I could not sleep for any good reason I was to worried about if the roach was going to attack my food and clothing items. Hotels just want money yes you will find good clean ones that have it all looks good you may and may not experience any issues but beware. Everyone dont live the same. I give this hotel a 2 stars......😱
The Staff at this location r quite Coco friendly ! Thank you ! $$ is on point for amenities offeredMy only complaint ? Breakfast .. normally it is superb right now no breakfast at all bummer !
Not a great experience. Limited hot breakfast, not fresh or flavorful. Property is nice from outside but inside rooms feels very old and services like towels etc. been limited. Embassy Suited is our go to place for vacation but did not enjoy this experience.
The hotel wasnt like it was 2 years ago. For starters, the hotel rooms rug were torn and old. Underneath the sofa bed, there were many baby cockroaches. The shower and faucet were rusted. Also, there were a few big roaches in the public bathroom downstairs. I have photos/videos proof of it. I will never go back to this hotel.
Stayed for the 25th annual Newport Beach Jazz Festival it was very nice. COVID19 has changed the daily breakfast but it was still pleasant. Parking was a little much but if u called for assistance, they were on top of it. Next year I will definitely stay here again so convenient and the staff were wonderful.
Positive: I didn¿t like anything about this hotels. Negative: The bathroom was small and dirty. There weren¿t enough pillows. The blanket had a rip in it and the pillow had a stain. Some of the towels had stains too. There¿s no Netflix button on the TV. The Marriott is 10x better.
I can’t believe that this hotel has no business center for guests to print out boarding passes. That’s unheard of for a hotel near an airport.
Been an Embassy patronizer everywhere. Dirty, smelly pillows. I understand about the COVID restrictions, but the breakfast went down the drain. We went down at 8:30 and there were still a few lining up for 3 spoons of scrambled eggs and 3 tiny bacon. The 3rd tray was empty , the bread tray (only bread) was also empty at 8:30 Someone in the kitchen should watch if there are still people in line. The very reason we patronize Embassy is because of the breakfast. Will not go back. The reception staff were not great and nice. They could be better.
I arrived before 4pm and asked to check in early, the room was not available which was fine. I asked if there were any cafes in the area to work while I waited and the front desk had no recommendations. I resorted to just working in the lobby so I asked for the wifi. I was told that because I am not technically a guest for a few more hours they could not provide me a wifi password. There was also no offer to store my bag if I wanted to leave. Not very helpful at all. The room itself smelled like smoke and the shower kept going from steaming hot to cold even though I was not touching the controls. Additionally, there is a note by the thermostat that the entire hotel can either have heat or air conditioning, it is not room specific. The first day was very cold but I could only turn on the air because it was above 55 degrees outside.
All positive reviews in recent times here seem to have been paid for because this hotel is, by far, the worst Hilton property I have stayed at in 15 yrs as a diamond member.Staff and manager, Alex, are just impossible to work with. The rooms were unclean, one with food and fruit bits and broken glass. One room wasn’t ready until 5:30pm!Multiple requests of tea were completely ignored and finally we got tea the next day, and surprisingly were asked to come down to the desk to get it. Unbelievable!!Parking staff is just unhappy to be working I guess.We were in town for a wedding and this hotel completely ruined our experience. I absolutely demand my money back for the four rooms I regretfully paid for.This property cannot be commissioned as a Hilton property. I request intervention from Hilton corporate into this hotel’s operations.
I have stayed at several Embassy Suite Hotels and always felt comfortable. This one however had several issues. The front desk was not helpful. They first gave us a room, that reeked of smoke and broken front door handle. She explained that I had to open it with a lot of force. Knowingly she gave us this room, I had to ask to get another room. There was apology, only indifference. The next day I tried to make coffee and use the microwave. The engineer that came tried to fix was helpful. The mattresses were very uncomfortable. The bathtub was filthy inside and out. I will still try other Embassy Suites because the experience was always nice.
Nice lobby, dated rooms, mediocre cleaning efforts (hair in tub, something on pillow) but I must mention that the breakfast team is great.Overall Hilton is in a downward spiral. Im a Diamond member, and I cut this stay short to switch to a Marriott property (at which I have no status). Other than spending my million points, Im likely done with Hilton now.
Bathrooms are tiny, old and gross. Hard uncomfortable mattresses. Peeling paint and worn out floors with rusty door jams. Poor air conditioning in the rooms. Noisy highway sounds protruding through the old windows.The gym is in a dilapidated green house type space with falling down screens. The space was blindingly bright and hot. The pool area has missing stone work and is seemingly unsafe.I was just at another Hilton 20 min away and moved to this one to be closer to the airport. That hotel had an open restaurant and bar but not this one. WHY? Covid now seems to be an excuse to not offer services and put forth effort. The inconsistency seems to be more related to individual hotel managers and not necessarily cdc recommendations. Then again, maybe they are doing us a favor...Id hate to see this hotel responsible for serving me food.This hotel might have been nice in the early 90s when Im guessing it was built but, its now showing its age and neglect. The phrase...Rode hard and put away wet comes to mind when thinking of this terrible hotel. It really should lose its Embassy Suite title as its more akin to a Motel 6.
Customer service was lackluster at best. While it was clean enough, there was a lack of maintenance, clear in the periphery of the room. The front desk was uncommunicative with regards to a simple request, and it took over 45 minutes to fill, with several attempts by me to reach out. Breakfast was hideous, cold packaged boiled eggs, a refrigerated small bagel, and a small yogurt. Feels like embassy suites should be able to do better all around, but especially with hospitality.
The location and breakfast were the only thing decent. I didnt get the room I paid for. It smells musty, the AC wont work unless its extremely hot, and the reception is only two drinks. Waste of time and money. Stay somewhere else.
Staff tried to do their best but this hotel is in dire need of a remodel. Rooms were dingy and musty. Felt like I was in a 1970s smoke-filled, road-side motel. Popcorn ceiling with roaches (yes roaches). Might be great for a family with wet dogs and love to smell smoke. But it was pretty gross. Carpet, couches, and chairs should all be dumped and start over.I gave it the extra star because of the staff trying to do their best, but this place would make Conrad turn over in his grave.
5 starts READ BEFORE U GO....it was Horrible ! No hot water to shower u need to turn ur hot water like 30 mins before for hot water and the bathtub was clogged imagine ur on vacation with kids and u need to wait this long just to shower we were only in the 7th floor... Room was dusty and the beds are old...... No room service was done in 3 days no trash taken out nothing .... We had to call to get clean towels. Also be prepared to pay 20+ dollars for ea night for parking. Breakfast was okay. This hotel is definitely not worth 200 the night.
Being a Hilton member for years ,Having stayed at so many Embassy suites thouout the states. This was by far the worst place ever. Dirty walls ,broken restroom doors,Nasty mildew on the sides of the bathtub ,dirty carpets. It was a horror hotel. We really expect the best that Embassy has to offer but everything was a disaster . There was no hot breakfast, happy hour. They blame the lack of amenities on covid but yet every Embassy Ive been to serves mostly everything. It was so bad that we decided to leave after one night and booked else were.Just dont stay there.
Having been a Diamond member for over five years, I expect a certain level of service from Hilton properties. The experience was closer to a Motel 6 than an Embassy Suites. Hotel was woefully understaffed and breakfast was downright disappointing. CoVID is no excuse to penny pinch and replace a breakfast buffet with a cold boxed breakfast. Two cold boiled eggs and a small cup of yogurt isnt enough for a grown man. Heaven forbid I ask for an additional egg! Service staff were quite rude and insistent that each guest is allowed one box only, regardless of Diamond status. That last thing any guest wants to experience in the morning is attitude.When I arrived, the room was hot and humid so I turned down the thermostat. Three hours and a visit from a technician, no change. I was told this is an old building and given a confusing/complex explanation about how the building temperature is centrally controlled and the thermostats dont really work and all the rooms are that way. There are Only three settings low, medium high, and you have to take a guess at what temperature to set it at to achieve the desired setting. Well, apparently my room would only allow for high and I spent the night sweating away rather than sleeping. The next day I demanded to cancel my stay unless something was done about the lack of cooling. Another technician was brought to my room and within 60 seconds confirmed that the AC was indeed non functional and asked the front desk to move me to a new room. While the new room was much cooler, again you couldnt adjust the temperature. Its either freezing cold or hot. I usually stay at the Embassy suites Irvine, just around the corner. Decided to give this one a try and save a couple bucks. Lessons learned... Never staying here again.
This is such a beautiful hotel with the inside view thats better than the outside view. But even though I love this hotel with the staff up front the rest has to step up on their jobs. Security is a joke. Place is running over with homeless walking round on every floor. The parking we pay for and yet people are having their vehicles broken into. The GM needs to stop hiding in his office or out back in the makeshift smoking section and take back the control of his hotel. Like I said this uses to be a 4 star hotel but if not for the great view and the super huge rooms with balconies. I wouldnt of given it 5 stars but a 3 but with the reception desk going out of their way to make sure your checked in and out as fast and efficient and the views I give 5 stars for that reason. Again GM take back control of your property or step aside and let someone else that can.Thank you
Very understaffed, dirty, no towels. Breakfast was good
This place was so horrible I gave it one star because when I checked in they forgot to tell me that the heater did not work. Well it did but the whole building had to reach a all time low temp of like 48 degrees in order for people to have control of their heaters in their rooms. It was cold af. Never again will I pay to stay at an embassy suites. Besides not only that their rooms were nice and roomy but they were lacking a good cleaning. They look like they needed to be updated. It looks fancy from the outside but on the inside not so fancy especially in your room. Ill pass next time and stay at the cheap one and have my nice cozy heater keeping me warm with my small clean room
Positive: It is very elegant looking from the outside and the lobby is beautiful. The pool is also larger. Negative: Staff not knowledgeable. Dirty room; smelled like smoke and had cigarette butts and drink cans on balcony. Moved rooms. No happy hour refreshments. No early breakfast. Parking has 3 stops before ticket can be paid for.
This hotel sucks! I stayed here 3 nights there was NO HOT WATER, the room smells nasty, and to top it off they have a cockroach problem. There is no room service available and I never had HOUSEKEEPING touch my room while I was there (3 nights) same towels and sheets this was very disappointing. Plus parking is NOT FREE !! $22 a day is just crazy !! Hilton needs to stop thinking on how to charge people more money and worry about FIXING THERE NASTY ROOMS !
The hotel is starting to show its age. Still a good choice when staying in OC. They have stated the cooked breakfast and it is served by a hotel member. It is better then the box breakfast I got a few months ago.
Ask for a room location on the quietest side of the hotel, away from street traffic as much as possible. Rooms (bed and temperature) are comfortable but bath is small. Couldnt locate an ice machine. Staff is quite friendly. Plenty of parking. Older property but well kept.
Nice place, good atmosphere, friendly staff but the fitness room/gym is awful.
Good location with indoor swiming pool. Freindly and helpful staff. Clean and spacious room. Excellent breakfast.Parking is an extra $22 dollars per day, whichi is kind of expensive.
Worst stay ever. Zero customer service, unwilling to assist in any way, if they are claiming they have to have many features due to Covid-19. How is it that my room look this way on top of that, they said it was fully booked and they will send someone to clean, after 3hrs waiting i had to call corporate thats when finally they gave another room. So yes lies from staff and no manager to talk.Many other issues with this facility. This has put a Diamond member to think of taking business somewhere else.WILL NEVER STAY HERE AGAIN.
Worst stay ever at a hotel. It all started at check in, I was told one thing on the phone and when I got there was told different on the deposit. They would not honor what was told to me over the phone, customer service rep (male) was very unfriendly. Next, found out later in the night the room did not provide heating and no heaters were available so slept in my sweats, shirt, sweatshirt and 2 pairs of socks and it was still cold. My stay should of been for 3 nights but only stayed 2 and left with the worst hotel experience ever. Other guests were talking with others around the front desk saying they have the same experience and its because the owner of the hotel is cheap. In the end, only JC at the front desk seemed caring and sympathetic but I will never stay at this location again.
This place was clean beautiful place to stay. It was priced right as well. If I could change anything it would be to upgrade the kitchenette. Im use to staying in suites that have full kitchens. And the parking was pricy. $22 a day. But all the staff where absolutely amazing and ready to help.
I don’t ever write reviews but the front desk manager Chris Allanigue had to be the most unhelpful person our whole stay not to mention quite rude when I first got here and there was a confusion with my reservation.Not to mention the damage to our vehicle and stolen property. ( which they basically told me “not our fault “ ) after having to pay a surprising 22$ per day to park. So 88$ for 4 days plus 300$ worth of damage and stolen property.Comes to a total of 388 $ extra . So if you think that’s worth it . Book it today!Beware and go somewhere else.
Calling this a 3 star hotel is a stretch. They charge $22 extra per night for parking, do NOT service the rooms daily, ( neither which were discussed until after checking in and paying) hot tub/spa is not operational and WiFi is non-existent. Extravagant prices but poor experience…
Positive: Nothing Negative: Everything - it was filthy, could not check in until 2 hours after check in time, no airport shuttle, no manager¿s reception
I have been staying at this hotel for years, always had the friendliest staff and was clean. Well apparently they got rid of every person who worked there with customer service skills because whats left is a joke. The front desk staff was horrible, rude and acted inconvenienced when we had to ask for towels since our room only had 1 set. The coffee maker was broke, paid for a premium room with no actual upgrades. It was by far my worst hotel stay in my life, I have had better nights a Travelodge. Beware, this place has gone downhill so fast, its a shame.
The staff was extremely rude and the hotel is run down and definitely not keep clean or up to date! I would never stay here again.
Our main complaint was lack of hot water. When my husband and I arrived in the afternoon, we noticed there were towels for one person only. While my husband prepared to get in the shower, I called for more towels. My husband said, When is the water ever going to get hot? I told the housekeeper who brought more towels that there was a problem with the hot water. She said she would tell maintenance. I explained we had only a short time before we had to leave for a dinner reservation. She said maintenance would come while we were gone. We showered in cold, barely lukewarm water. The next morning, it was slightly more lukewarm, and the second shower was a little warmer.The next morning, before checking out, it was the same - lukewarm water at best. When we checked out, my husband asked for the manager. The man at the front desk said he was the manager. We related our water problems to him, and told him we were very dissatisfied with our stay. He didnt seem very concerned about our complaint, but told us that 50% of the building was being renovated, that the boilers were on the ground floor, and it was difficult to get hot water to the 7th floor. He said we should have run the water 15-20 minutes before showering to let it get hot!!! In a drought! He did not offer any compensation of any kind.After returning home, my husband tried to call the corporate office, but did not get through. He called the Santa Ana location. After hearing our story, the manager said he would mention it to the engineers. Again, no offer of compensation.Although we had stayed there in the past, we will not return! We would not recommend Embassy Suites, Santa Ana to anyone.
Rooms are not clean and they are no meeting hilton, embassy suits standards.
It looks pretty but drug addicts and homeless are walking the halls, the room is super dated, the fan in bathroom stays on and rattles loudly. Gave us 2 towels for our room that sleeps 8 and we have 6 staying in. And to top it off the fire alarm went off at 430 in the morning. Will not stay here again and wouldnt advise staying here until they get the hotel under control.
Over all its a nice place to stay. Near the airport and all convenient location. Staff were nice. I did have some issues with the employee at the front desk telling me my name is not listed under the reservation the first time. However, after making us wait for about 20 min. We requested that she check again and this time she was able to find my name under the reservation. So, it seems as a simple mistake. I do recommend them to be more focused on their job as other issues happened the next morning. They told us we dont have to check out if we want to stay another day, but after we left the hotel they called and said we needed to checkout and check back in. All because of using some bonus miles we had to apply towards hotel rooms. All that aside, the most annoying was them charging over $20 for parking with signs all over Park at your own risk. Parking fees for just overnight for customers who already paid the full fee for hotel room. That is way too much in my opinion. Not to mention parking at ones own risk with no security for your car.
I am currently staying at the hotel now, I tried to get a refund to move to a different hotel and they would not do it so I am stuck here for three nights.The room was dirty And very old looking, everything looks to be wore out, the thermostat does not work and they charge you $10 a day parking and you’re next to a trash recycling center.If there was something less than one I would give it a negative number
Beware of this location, parking lot and hotel adjacent has quite the homeless crowd lurking around. I checked on and checked out within a few hours, didn’t want to risk car getting broken into and the room was not clean. First room had wet carpet from AC leak, no biggie stuff happens, 2nd room was a total disaster. Stained sheets, damaged walls , warm bedroom, stained carpet, and stained mattress. I wonder if they used this to house homeless during the height of Covid.
It was just okay, needs a handful of detailed improvements. The main reason I chose this hotel my kids enjoyed the indoor swimming pool. The complimentary breakfast took the icing off the cake 🍰 The main reason we go to hotels is to be served and spoiled. 😮😧🤔😱 This is not breakfast, more like a snack.... I miss our hotel breakfast buffets.... When will this pandemic be completely over? Most service businesses have dropped the ball with customer service performance....
The room we were provided was worn and not soundproof (room faced the 55 fwy). The onsite restaurant and bar service remained closed apparently due to the ongoing pandemic and little was offered in terms of in-room food or drink options. Supposedly a grab and go breakfast was offered but it looked really unappealing. Immediate outside area seems sketchy, hence visible private security. Self-parking is $22. Wifi pretty much non-existent. Considering the cost for 1 night was $230+, plus parking, many options within a 5 mile radius that may have been more appealing. Disappointed Hilton doesnt keep tighter controls on a franchised brand. To sum it up, wont be back!
Great hotel. It looks nice and luxury. They do have free breakfast and the food was flavorful.
The accommodations at this hotel were similar to that of a Motel 6 or Super 8. There were few satisfactory factors that were over-shadowed by the lack of cleanliness and out dated rooms. The lobby was beautiful and some of the staff were polite and professional.
Be aware you will not receive made-to-order breakfast or managers special snacks and drinks, but you will still be charged the same rate. The Styrofoam grab-n-go breakfast box is a joke. Parking costs $20/night. The room bathrooms are very small and not at all what you probably expect from Embassy Suites. The laundry has four washing machines and four dryers (for the entire hotel) that take quarters or debit card, but two washing machines are out of order (for the entire week we stayed 7/30-8/6). There is no change machine and the front desk wont make change for you. Take some earplugs, the window dont close properly and this hotel is in a flight path.
Was not given the rooms as confirmed during booking. Breakfast ticket had wrong dates and my son waited 20+ minutes and was not given breakfast because the date was not updated in the ticket, this is a horrible system.
Positive: Nothing we had to check out the same Day we arrived. Negative: Room had an odor that would not go away. termite damage all around the wood shelving. no hot breakfast, they advised ¿bag breakfast only¿. No where did it state that on website. Stains on wall/ sheets. Parking lot sketchy. Not the embassy suites I l
Worst hotel ever. I wish I could give zero stars. I had better nights in my old room that had mold and a ripped mattress and a horridness smell. I cant even explain how bad the service was. everyone was mean and vicious. like for the love of god take some ibuprofen. I could of sworn I saw one of the front desk ladies bend a spoon with their mind. The blankets are itchy and irritate my skin. There was mold in the shower and it got on my toe. I wanted to barf. The only good part of my stay was....
I really enjoyed my stay here. They also have good complimentary breakfast. Indoor pool, Hot tub and gym. Great hospitality and service
Free breakfast had spoiled eggs. It was basically a packed breakfast of random stuff. The elevator stopped working so we had 2 go 2 the farther one which was bad when u have a mother with a walking cane. They changed our room before we got there even though we checked in and picked the room. The parking card kept going out. So i had 2 keep getting it refixed. No ice buckets no cups. Digital cards dont really work.
Positive: Hello the good think about this hotel is that the rooms look great and every thing look beautiful. Negative: in general this hotel should be in better location with this situation. the rooms be cleaned every day .the attitude of som staff is good and some staff is bad.
Horrible!! no heat, “ran out of blankets” rude staff…DO NOT STAY HERE!!! would give zero stars if i could
Love this embassy suites! Very clean, ever so quite. Very relaxing, and the staff are on top of it! Very helpful and resourceful. I recommend to all in town, need a clean, spacious, comfortable place this is the one.
Out dated.. I definitely thought this would be better considering it is an embassy, was disappointed. The breakfast and pool were great tho
Reading these other reviews, I feel like I stayed in a different hotel! We arrived at 4:00 (check in time), but our room wasnt ready for almost 45 minutes. Our room was dark and dingy, and needs a major overhaul. There was hair in the tub and in the sink, but we were told it was the last room of its type available, so we had no choice but to stay. I called 3 times and waited 5 1/2 hours for housekeeping to deliver bedding for the pullout sofa. I finally got it by standing in the hallway until I intercepted a housekeeper. We booked a patio room, but couldnt enjoy it because of the number of people smoking and partying on the patio a few doors down. You cannot adjust the air conditioner so we were uncomfortable all night. It didnt help that the beds are very uncomfortable. Breakfast is only served until 9:30 on a Saturday morning, making the line very long if you wait until 9. Parking is a ridiculous $22/day for open, non-covered self parking. All in all, I do not recommend this Embassy Suites and feel strongly that it fails to meet the standard travelers expect from Hilton brands.
Positive: Nothing. Negative: The hotel is dirty, the parking lot was full of homeless people and there are drugs found on the parking lot. I did not feel safe at all to leave my stuff in my room because there were none-guests walking around suspiciously.
I choose to stay here based on the normal breakfast options and other locations I have stayed at , but this location is dated, they hit you for parking $20 a day and the rims are somewhat dated and you have no climate control in your room. Staff was nice and it was clean.. just a little let down
There were roaches in the first room that we were placed in. They were in the bathroom and behind the sofa. We were placed into a new room that had a huge spider in the shower. The rooms were outdated and rust on the door panels. The hotel smelled of Raid for roaches. The AC unit would shut off in the evening and the room would heat up! Will not be staying at this location ever again!
Positive: location Negative: No Hot Water! No phone service to the front desk Even the automated gate system for the parking lot didnt work Place is an embarrassment
We arrived Christmas Day because we had a tour scheduled of the dorms at a near by college the next morning. At 10 pm we noticed there was no hot water. Called the ft desk and was told that it take 20-30 mins to warm up. Waited and it never warmed up. We went to turn on the heat and it didn’t work. Was told they do not turn on the heat but we could have a space heater. Then we got ready for bed and the pull out bed was terrible so we called again and was told the beds are not made for comfort only decoration. So we left. We didn’t have to pay for that night. Now I’m pretty sure they should have paid for a hotel with heat and water because they did not disclose this when we made the reservation. Please do not ever stay here.
Positive: Not many people staying there and the staff still could not get me a room on side I wanted. Exercise room was shut down for 75% of my stay when other hotels were open with appointments. Staff not friendly at all. No bread or cereal. Bagels cold. Negative: See above.
Second and perhaps last stay at this hotel. Still have limited breakfast and no manager’s reception. This hotel needs remodeled. Parking is pricey but expected . Staff were help and pleasant!
4 stars only because I couldnt control the temperature in the room. Everything else was excellent.
Great place to stay! I took my daughter here for a day of shopping in the city for her 16th birthday.. The hotel staff was AWESOME! They were able to make our stay even more special by having balloons, cookies, candies and a card ready in the room when we got there.. Not to mention they had our room ready way earlier then check in..
This is the first time I rent a hotel 2 room. and it was the worst experience I had, in the first room I found BLOOD IN A PILLOW AND CIGARS ON TOP OF THE DRESSER.On the second the BATHTUB WAS SO GROSS I TOOK PICTURES. My son told the reception and she just made notes but nothing happened. When I was turning the room I also told the reception and she apologizes and gave me a discount, I would rather get a better clean room than that bad experience I will never go there again.
I have always been a fan of this Embassy Suites so this review is a bit hard to put out there.I cant believe how much this hotel has changed. From the once gorgeous hotel to slum hotel. The riffraff wandering around outside the hotel is scary. The police have been here a couple of times. The staff are not friendly or welcoming as they once were and the cleanliness of the hotel is lacking. Our room had dirty sheets and the pull out sofa had cereal bits falling about. The to go breakfast was downright inedible and I was so disappointed. Bummed thus once beautiful hotel has changed so much.
Receptionist was kind and gave me a free upgrade to a higher floor with a bigger balcony. I was disappointed with the bar being closed and the hot breakfast not available due to COVID however there were guest allowed to roam freely throughout the hotel without having to wear face covering. There were no hand sanitizer or disinfectant wipes available in the rooms which should had been.
3.5 (199 comments)
Review №1
2022-04-19We were kind of skeptical about our stay here once we read the recent reviews, but I think some people are forgetting that the country is still recovering from a pandemic and most everywhere is short staffed and trying their best. This hotel had what we needed, yummy hot breakfast buffet every morning, clean and functional pool and hot tub, and a place to sleep! Was everything updated and perfect? No. The lobby and atrium were beautifully renovated, the rooms not so much. But they were clean and functional. The housekeeping was a little slow… we had to ask for toilet paper three times. But we got everything we needed with no harm done. The biggest frustration was that we stayed in the second floor, but there were no functional stairs to use and the elevators were always busy. The only stairs in the building go outside but not back in! Not their fault, it’s just how the building is built. Other than that, it was a fine stay. Just be patient with people!
Review №2
2022-02-26While traveling on business I stayed here. This hotel is clean, comfortable, and provides convenient access to the freeways.The amenities are awesome; full service bar, indoor pool, and gym. I really enjoyed the breakfast in the beautiful atrium.I was most impressed by the Polite, professional, and hardworking manager Jonathan. From greeting us at the door when we arrived home in the evening to checking on guests during breakfast I felt he went above and beyond to deliver an incredible experience.Hi highly recommend this hotel. And will definitely visit again.
Review №3
2022-06-08I disagree with the recent negative reviews. They are short of staff, but I still had good service, with a little patience. We were in the area for a soccer tournament, and the freshly made omlette bar was a great start to the day. The younger kids enjoyed the pool and the oldest the workout room. The open atrium style is nice. The rooms do need updating (though they are fine), but they are spacious (queen suite), clean and quiet. I hope this calms future visitors worries. I would return.
Review №4
2022-06-22My family and I were really disappointed with the quality of this hotel. Upon entering, there was trash (cigarette buds, fast food wrappers, etc) inside the “sanitizing wipes” station, trash on the lobby floor, and a leak in the snacks area by the check-out table.After getting the keys to our room, it took over 5 attempts to open the door as something seemed to be wrong with the handle. We had to call the front desk for assistance and were told to “push the handle up and then pull it down” to open it. Even after doing this, it still took another 3 attempts to successfully open the door.Once we walked in, we knew almost immediately that we couldn’t stay. The room had a very old, musty smell; the beds looked poorly made up and thrown together, compared to the typical neat and tight way hotel beds are prepared; and there was a stain on the bed near the window (it looked like an old juice spill). In addition, we found trash under the sofa/pull-out bed.I completely understand if this is an older hotel (i.e the older furniture/appliances), however, that should be unrelated to the overall upkeep and cleanliness of the rooms/building. I would have felt really uncomfortable if we had stayed and had to sleep in those beds. We explained our concerns and thankfully, received a full refund (the front desk staff were helpful in resolving this). We had to find another hotel as a result, but it was worth the peace of mind knowing we’d be in a clean room.We recently stayed at the Hyatt House in Irvine and it was pristine-from the rooms to the building to the cleaning staff’s attention to detail when cleaning our room. I think it may be time for this particular Embassy Suites to undergo some renovations to improve the customer’s experience.
Review №5
2022-05-13Stayed in a king suite. The room was very large. Ordered from the restaurant. If you stay there you will get a free complimentary alcohol beverage. I ordered cheese appetizers and a chicken sandwich with fries. I received the same order twice and they were quick to correct the order and offer a drink or dessert for the mix up. I declined because it was an honest mistake. The only reason I didnt give a 5 star was the shuttle bus for the airport was no longer serviced. Other than that, I will go back.
Review №6
2022-03-26I do not recommend you stay here. This is not a 3.5 hotel. The rooms are outdated and smelly/musty. We were given a room that smelled so bad like an old dirty mop. I asked to be moved but they said there wasnt anything. Then my 5 year old opens the window ( we were in 7th floor) and I realize there is no screen and no lock on window so that was terrifying. I called again and told them it was a safety issue and needed to be moved so they did. The room was fine because it didnt smell and the window actually locked. It still felt like an old room and carpet was scary. We called for a blanket for our kids never got it. There is a parking charge of $22 but next door its free. The service at front desk is limited. They only had 1 person with a line of 4-5 customers waiting on multiple occasions. On the upside breakfast is good and they have fresh omelets being made. That was the highlight but not worth it. I will never be back.
Review №7
2022-02-14Im a diamond member and this has always been my hotel of choice. Im a fan of the room layout, breakfast and evening drinks. However this is hands down the WORST Embassy Suites I have ever stayed at!!Check in:Now first off I understand they had some technical difficulties so they couldnt provide a room key, check me in through App and the internet is also down. The cherry on top of that though is the $22.00 a day parking theyre charging for guests at the hotel...What the hell is that?? Still dont have a key which requires someone from security to open my door, along with the other hundreds of guests. Highly doubt they will offer anything for the inconvenience. Waiving the parking fee would be a good start!!Room:Also the dirtiest Embassy Suites room Ive ever stayed in. All the towels have a yellow or brown tint to them, they smell like bleach, but I still cant get over the color. The bath towels are basically wash cloths. A full size human will need two to dry off...which is all they provide so youre in luck.I would not recommend this hotel at all to anyone looking to stay in the Santa Anna area, youre better off at another Hilton chain this was a horrible experience.
Review №8
2022-06-06Read reviews before booking ! I made the mistake to not read recent reviews and I made a huge mistake. It took 6 hours for our room to be ready ! No AC in the room, no towels, or hair dryer. Room smelt funky. You can tell the hotel needs replacement or remodeling. Don’t know what happened, i stayed at this hotelBefore and it was amazing but For the price stay somewhere else
Review №9
2022-05-25I love this hotel! I use this hotel once a year for an event that has been occurring for 19 years! I love the 2-room setup with the privacy of the bedroom and the living area. Plenty of space to spread out and relax. The staff is responsive, respectful, and friendly. The meeting rooms are very nice. (I even like the hallway carpet.) You cant go wrong with this place!
Review №10
2022-04-19Let me start by saying, Hilton has always been my go-to hotel, as evidenced by my Life Time Diamond status.First, there is a reason this is the least expensive Embassy Suites in the Orange County area. The staff is friendly, but extremely forgetful…or they just do not care.Let me provide my stay experience. After my family arrived at our room, we noticed we were missing towels, and all items required to use the sofa sleeper. After my initial request for the items at 4pm, and numerous calls to the front desk, my items finally arrived at 8:30pm.On the morning of our third day, we called at 8:45am and requested for our room to be cleaned. Yes, you still must request for your room to be cleaned! Once again, after numerous calls to the front desk and promises that housekeeping would be right up, our room was finally cleaned at 7pm.The hotel Bar / Restaurant only had 1 person working and you had to do run back and forth to the bar to order your food/drinks. They call it a restaurant, but it more of a bar, that serves food.The pool area is smaller than most, and the walk area around the pool has very poor drainage. Water being splashed out of the pool by guests, left a good size puddle around the pool walk area.It is sad, to see the quality of service at the Hilton properties decline so sharply over the last couple of years. So, in closing, if you can FIND ANOTHER HOTEL in the area, it might be a good idea to stay there.Like the old saying goes… You get what you pay for, and during our stay, we did not even get that!