Rated 4 out of 5 by Tony626 Great Hotel Stay
As a platinum business traveler, it's not often that I get to travel with my family for pleasure. I wanted to take a moment to recognize Mr. Antonio Buenaflor. Not only did he greet me with a warm and professional greeting, he extended his courtesy to my very inquisitive son. He was patient and took the time to acknowledge and answer my son's numerous inquiries. He treated my son as if he were the client. This was a very refreshing and a very different experience in that I felt other guest service representatives seem agitated by the barrage of questions from a child.
Mr. Buenaflor was extremely professional and demonstrated excellent customer service.
May 25, 2015
Rated 2 out of 5 by Cyn777 Accounting Department not responsive
I called the hotel and left 3 voicemail messages for the accounting department to get a copy of my guest folio emailed to me. I DID NOT receive a return phone call or email in response. I also called the hotel on 2 other occasions to speak with a manager and was kept on hold for 5-7 minutes and was told that a manager would return my call. I have not received a return phone call. I just need a copy of my guest folio
May 11, 2015
Rated 5 out of 5 by narissa Great price for an oustanding hotel
I was there for a conference. The rooms were very clean and the beds very comfortable. On Friday night, the banquet room on top of me had some sort of party which was going to go on till about 11:30 pm. I called the front desk and asked them if it was possible for them to move me because the party upstairs was very loud. The manager, Brad, moved me to a very quiet room and upgraded me without charging me extra. I was able to get a good night rest. The Concierge person was also very helpful.
May 3, 2015
Rated 5 out of 5 by Royjammer Great hotel
Staff and facilities are excellent
April 19, 2015
Rated 2 out of 5 by fish3 old, dirty, not worth the money
Good location...BUT area is under construction so it was noisy. Hotel is outdated...PLUS toilet was broken and they couldn't fix it, room was dirty...found a bottle cap on floor, had to call security due to noise level, air and heating system poor and noisy
April 15, 2015
Rated 1 out of 5 by Trvlfrlf Worst hotel I have ever dealt with.
First, I must say that I have never had an experience such as this and I travel at least once a month for 3-4 nights at a time.
Last week we planned a stay here. Upon booking, we requested a roll away bed for an extra fee. We were assured it would be in the room when we arrived. We checked in and there was no bed. I called to the front desk, they stated they were out of them. When I told them that I had reservations for this bed they said that I had not reserved one. I decided to go to the front desk for clarity on this reservation. They looked up my account and said that they were correct, no reservation. They even checked with the lady that took my reservation and she said she remembered talking to me and that I said I didn't want it. However, the only reason I wanted that hotel was because of the extra bed available and I would not have made a reservation without one.
This was all a lie. I had been charged the fee for a rollaway bed when they preauthorized my credit card. I was able to prove this to them right away. They stood firm. But understanding that they didn't have any left I requested a room with two beds or a couch pull out. They told me they had no other rooms, they would have to send up extra bedding for a bed to be made on the floor.
When we got back to our room we walked in and our floor was soaking wet. I called to see what had happened and the toilet above us had over flowed. We were totally disgusted! Especially since this was found with bare feet. This is the same floor that they expected us to sleep on!?
It was at this time I was told that we could move rooms. The only problem with that is we were told that there were, absolutely, no rooms left with any extra beds just 20 minutes earlier. Now they said they would move us to a room with a couch that was a pull out!
All said and done, they lied to me twice, told me what I had reserved was wrong and had a nasty issue with a toilet. I do understand that issues happen with plumbing.
I still payed for this room and they only took $25 off the total bill.
You could hear the springs in the bed, the carpeting was old and much of this hotel needs updating. At least the linens were clean. The staff at the desk were rude. The housekeeping staff were very nice.
It is one thing to admit there was a booking issue and deal with it but it becomes something totally different when they lie and blame it on the customer.
I feel that more could have been done about their mistake with the roll away bed. Need less to say we will not be staying here again.
April 11, 2015
Rated 1 out of 5 by SouthOCMom Not worth my points!
We requested early check-in at 9am. We were told that our room would be ready with roll-aways requested by noon. That was fine until we didn't get our roll-aways until 6:30pm and 4 request attempts. We had a suite on the second floor facing the pool.
Here's the room condition:
- missing headset/receiver on desk phone
- broken clock; wasn't even plugged in and when we plugged it in, could not set the time...no wonder it wasn't plugged in
- stains on curtains
- toilet paper holder coming out of the wall
- noisy A/C system
- lousy room location. guests were allowed to use the pool and be roudy and loud past the 10pm pool closing time. If you want any rest, DO NOT get pool view. (we were told this was the only suite available to us)
- no hot breakfast in club lounge. We've stayed in several Starwood properties and this was the first where the lounge did not serve hot breakfast.
- I knew this hotel would be old, but I was hoping that it would be updated accordingly. Hallways and rooms were dark. Lobby was the only place that looked modern and updated.
The only positive was the proximity and shuttle service to Universal Studios. This was not worth the amount of points I was charged. I want my points back!
April 7, 2015
Rated 1 out of 5 by Me1234567890 Certain staff not very responsive
As usual when I was leaving I asked for my folio to be sent to my email on file. The person at the reception validated the email but I never got it. When I called and asked for a copy I was told it takes 72 hrs to send. I informed the person on the phone that I need to complete my expense report but there was not action.
April 1, 2015