TripAdvisor Traveler Rating

One of the worst hotel stays we’ve experienced anywhere in the world. Given this hotel’s location near Disneyland and its Marriott branding, we expected a much better standard. Unfortunately, our week-long stay was disappointing across service, housekeeping and room maintenance. The reception staff we dealt with were dismissive and showed little interest in helping. Our room went without cleaning, and we had to specifically request housekeeping. The room had broken doors, peeling wallpaper, poorly made beds and no soap in the shower. The tissue box appeared stocked but was empty. The air conditioning was so loud that it drowned out the noise from the highway beside the hotel. The complimentary breakfast was equally disappointing, with very little variety and the same options each day. We would have preferred a lower room rate and bought breakfast elsewhere. Being close to Disneyland does not make up for poor service and a room that lacks basic care and maintenance. Based on our experience, I would not recommend this hotel and would not stay here again.

Extremely disappointing experience and completely unacceptable treatment from a Marriott property. Employees at front desk and manager should be fired as they do not represent Marriott brand. We booked our room the night before and then drove approximately six hours straight to the hotel. We arrived at around 4:00 a.m., exhausted and traveling with a small child. Upon arrival, we were told that the hotel had been oversold due to a system error and that they would not check us in. The front desk clearly did not want to deal with the situation or offer us any meaningful assistance. We were simply told to contact Marriott support ourselves. I contacted Marriott support while standing in the lobby. The representative confirmed that our reservation was still showing as valid in Marriott’s system and told us that we should not simply be left stranded without accommodation. The representative also told me that, based on what she could see in Marriott’s system, the hotel had reportedly been overselling for the previous four days. If the hotel was aware of an ongoing overselling problem, we should have been contacted after making our reservation rather than being allowed to drive six hours and discover the problem only upon arrival in the middle of the night. I handed my phone to one of the front desk employees so she could speak directly with the Marriott representative. The employee then claimed that because we arrived around 4:00 a.m., we had already been marked as a no-show and our reservation had been canceled. The Marriott representative told her that this did not appear to be correct because our reservation was still active in the system and it was not even 6am to validate a no show. Marriott representative confirmed that this was not an acceptable way to handle an oversold reservation. Marriott should assist guests in finding comparable nearby accommodations rather than leaving them stranded in the middle of the night, especially when traveling with a young child. Employee at frond desk kept repeating she is following Manager Gonzales instructions. I also asked to speak with a manager. I was told that the manager, Mr. Gonzalez, would not be available until after the holiday weekend. That was extremely concerning given the seriousness of the situation. She also provided us with pink paper note with his email and number. During the conversation, the front desk employee told the Marriott representative that other guests had also been turned away. She also claimed that she had contacted nearby hotels and that they were all full. However, Marriott support was able to find and book us a room at another hotel only about a mile away. During the entire time we were standing in the lobby with an exhausted child, I never saw the front desk employee make a single phone call attempting to locate another room for us. What is most upsetting is not simply that the hotel was oversold. Mistakes and system errors can happen. The real issue was the complete lack of effort, empathy, and responsibility afterward. We had driven six hours, arrived at approximately 4:00 a.m. with a small child, had a confirmed reservation, and were essentially told to contact support and deal with the problem ourselves. This experience is completely inconsistent with what I expect from the Marriott brand, especially as a Gold Elite member. Given the inconvenience, distress, and unacceptable handling of this situation, I expect Marriott to provide appropriate compensation in addition to addressing the operational and customer-service failures involved. We were forced to deal with this problem after a six-hour drive, in the middle of the night, while traveling with a small child, despite having a valid reservation. For identification purposes, there were two female front desk employees working during this incident. One had dark brown hair. The other had long light-brown/blonde hair, and I believe her name was Cindy or Sydney. She was the employee who spoke with the Marriott representative on my phone. I will also be submitting a formal complaint to Marriott corporate regarding this incident and requesting compensation for the disruption, inconvenience, and failure to honor our confirmed reservation.

Oh man…. what once was, is definitely NOT now. The current experience feels like the sad, bitter side of a bad divorce — things look okay at first, but once you actually spend time here, you just wanna leave! We stayed 6 nights at the beginning of August, I would not stay here again. Good: - The suites on the 8th floor are spacious. We booked two. - Elevators are quick. - The rooms have a refrigerator, microwave, small countertop area and a little table, which is convenient. - There are several good restaurants in the parking lot. BOO, the Bad- things are real bad: If you’re planning to spend time at the pool, just book somewhere else, just don’t do it! The pool environment was honestly one of the craziest hotel experiences I’ve ever seen! They hired “Mama Cocoa” from the Circus Circus in Vegas! This show down at the pool is an experience you should avoid and your kids should live without!! Seriously they walk around about every 15 minutes, loudly addressing parents and kids. But not actually doing anything abt rambunctious kids. Just yelling and creating an uncomfortable environment. At one time we witnessed Mama Cocoa yelling at an autistic girl for bouncing on her heels in the hot tub. Genuinely this was shocking! The poor mom sitting right on the side of the hot tub tried to address the situation calmly at first and the security guard lost her mind yelling at the mom. This was a terrible pool experience. We ended up just taking Uber’s to the beach and avoiding the pool altogether after that. The Mickey waffles are still there, but the overall food quality was so disappointing it seems like most of it is just going in the garbage. Coffee was only available through the breakfast buffet, served in tiny cups with no sleeves- hello burned hands. Thankfully, there’s a Starbucks in the parking lot. Rooms are cleaned every other day, and even when we asked the front desk for daily service, it wasn’t accommodated. For a six night stay, having to repeatedly ask for basic housekeeping and fresh towels was annoying. Guests are required to wear a plastic wristband, losing it comes with a $50 replacement fee. Some positives but after staying six nights, the negatives outweighed them for us. We’ve stayed at the Hampton Inn, the Element & Howard Johnson close by- just try one of those places.

Pros- 1. Water park- Water slides, pool, hot tub, and other play area (basketball, ping pong, and mini golf). 2. Lots of variety at breakfast 3. Staff were generally friendly and helpful, until check-out (see below). Cons- 1. Breakfast didn’t start until 6:30! This meant we had to eat real quick, before rushing out. 2. Location! Too far away to walk to the entrance of Disneyland. We walked to the Toy Story parking lot, which is only 10 minutes away. Unfortunately, the first shuttle is not until 7am. Makes it very difficult to do a true rope drop at Disney. 3. Check-out- Initially, my husband was told we could do a late check-out until noon for free (check out is at 11). Then, a different staff member told us it would be $80, including tax. Ultimately, due to the location and breakfast starting so late, I would not recommend this hotel. I would suggest that a family stay in a hotel closer to Disneyland that has a breakfast that starts earlier.

there was a spider crawling up my spine