TripAdvisor Traveler Rating

We returned to this hotel to celebrate our anniversary because we had always enjoyed staying here. This visit seriously damaged our trust in the property and its management. Management changed our reservation without asking us, explaining that they assumed we would not want to switch rooms during our stay. Our preferences were theirs to ask about, not theirs to decide. The front desk associate told us we would receive a suite upgrade for two nights and showed us availability in the system. We understood that the suite was unavailable for the remaining nights and appreciated his effort to arrange a king room for that portion of our stay. When he asked his manager, Dani, for assistance, she withdrew the upgrade and said the rooms were fully booked—directly contradicting what we had just been shown. We were left with conflicting explanations and ultimately received a room with two queen beds for our anniversary stay. As loyal Marriott customers who spend nearly 260 nights a year at its properties, we found this handling unacceptable. We understand availability limits. Changing a reservation without consent, reversing an offered upgrade, and providing contradictory information reflect poor management and a lack of respect for guests. The helpful front desk associate deserved better support from his manager, and we deserved better service. This experience has given us serious reason to reconsider returning. Keep your confirmations and do not assume management will honor the arrangements communicated to you. Orange County Hyatt is a great hotel if you are looking to stay in the Disneyland area… just an Uber ride away or use their shuttle service.

We came here for a long weekend getaway for a milestone anniversary. On day two, we found out the several amenities were unavailable during our stay due to some event happening at the same time. When we complained to the front desk manager, we were given a small number of points and small room credit, without an apology or any contrition whatsoever. We asked to speak to the next level manager and we were told the director wasn't in that day, but to talk to him when he came in at 9 the following morning. We came to the front desk to talk to them at 930, only to be told that he wasn't in until 11, and that we should be expecting a call. It's been 48 hours, and no call. The room was nice, but basic. Housekeeping and valet service was excellent. Bottom line: if you're not a conference, don't expect to use the amenities that you paid for. If you have any problems with it, management will not care.

We recently stayed at this property, and while the majority of the staff were wonderfully friendly, our experience was marred by inconsistent front desk communication and operational hiccups. Prior to arrival, we requested a King room via the Marriott app, which was confirmed. At check-in, however, the initial agent informed us a King was unavailable and assigned a Queen. When we brought up the app confirmation, she reassigned us to a King, but handed us a room with a severely compromised layout. Instead of the wide picture window advertised online, it featured a tiny, off-center window tucked behind a massive blank wall, leaving the room dim and boxed-in (see pic). Thankfully, a second agent demonstrated true hospitality (shout out to Cassie!) When shown a photo of the layout, she was genuinely shocked, warmly acknowledged our Platinum status, moved us to a standard King room, and generously applied a $50 property credit for the trouble. Special shoutout as well to the valet and housekeeping teams, who were amazingly welcoming throughout our entire stay. Unfortunately, a few other issues missed the mark for a JW Marriott: Late Checkout Friction: When we simply asked if a late checkout was possible, we received an outright denial. Only after we pushed back and reminded them of our Platinum late checkout benefit did they grant a modest 12:00 PM checkout, framing it as a "one-time courtesy" rather than standard elite recognition. Executive Lounge: The evening food selection was disappointing—appetizers were picked over, poorly replenished, and served lukewarm/cold. While the second front desk agent saved our trip, management needs to address front desk training on benefit recognition and room transparency

We arrived with a confirmed Suite Night Award upgrade through Marriott. At check-in we were placed in a standard room and told the upgrade had never been confirmed. We raised it more than once during our stay and the responses we received changed every time. They claimed Marriott corporate removed it, then they claimed we removed it (which isn't even possible!!) When we called Marriott directly, they confirmed the opposite: someone at the property had cancelled our confirmed upgrade. On top of that, the hotel initially did not return our Suite Night Awards, and it took Marriott’s involvement to get them credited back. (And that is still outstanding) What stood out most was the response — or lack of one. No apology, no alternative upgrade, no points, no attempt of any kind to make it right. Mistakes happen in hospitality; how a property handles them is what separates a good hotel from a bad one, and this one failed on both counts. If you’re looking for somewhere genuinely good in this area, I’d point you to the Westin down the street. We’ve stayed there several times and it has been excellent every visit.

Ideally located for Disneyland whilst only a 15 minute walk this hotel is located in a quieter street avoiding all the hustle and bustle of hotels nearer Disneyland. The staff were great the rooms clean and there were plenty of places to use the daily room credit.We loved the pool area as it offered plenty of shade to avoid the sun. All in all a great stay which offered great value and wouldnt hesitate to return.