Avoid like the plague especially if you are a Bonvoy elite!
I booked this hotel as it was reasonably priced during the Disney Run weekend and the reviews online seemed positive overall.
We checked in and I was told we were “upgraded” due to my platinum status with Marriott, and parking was $25 per night even with a handicap placard. I was told parking was in the front or back and there was a back entrance to the hotel
Due to my status we were given a choice of free breakfast buffet or access to the 24hr panty (which has snacks 24/7), I chose the pantry as we were planning to sleep in.
We went to check out the pantry and were a tad disappointed to find only waters, canned soda, bananas, a container of peanuts and a jar of gummy bears.
The hallways and elevators were clean. Upon arriving to our “upgraded” room I was very confused. I booked a 2Q bed and that is what we received. The carpet had stains, the wallpaper in the bathroom was peeling, there was a large crack in the ceiling and someone did a poor repair around the smoke alarm. Plus there were stains on the lamp shade and make stains on the comforter. The beds are also rock hard - firmest bed I have ever slept in outside of hotels in China. This property is defintely not up to Marriott standards.
I was disappointed with our room but the front desk had a long line and we had reservations at Disneyland to get to. When we got back that night about 1:30AM there was no parking in the front lot so we proceed to the back. There was no parking near the building and we had to park at the back side of the shared lot. The back side of the lot is not well lit. Then you walk to an awning that says hotel entrance and you keep walking around the perimeter of the building. I felt very uneasy and unsafe - there are bushes/trees on one side and the building on the other and you can’t see around the corners (there are two blind corners)
I remarked to my son that this felt unsafe and as we rounded the last corner there was a man standing there against the building smoking weed. We then had to walk another 20-25 feet to the building with our backs to him. It was a good 8 min walk to the building from the car.
The next morning I had to go downstairs by 11am to re-check in as I had two separate reservations due to a point booking. I shared my concerns about the room and parking situation with the front desk agent and she said “yeah that back parking lot and walk behind the building is super sketchy at night”. I also explained I was disappointed in my “upgrade”. To which she responded “you were upgraded to our executive floors”
I asked what the difference between the regular floors and executive floors were and it was explained there was no difference in the rooms except the executive floors are higher.
Ummmm okay so I get a run down room which overlooks the rusty HVAC units. I asked if I could get a real upgrade and I was told that there were no suites available. However, upon looking at the app, you could clearly still book a suite for our dates.
She offered to waive our parking fees for the next two nights. However, upon checkout I was charged for parking. I went to the front desk and explained the situation at check out and the gentleman was very apologetic and did end up waving the fees.
This hotel is scamming with there upgrades (seriously executive floors lol - the view is of the neighboring hotel, their pool and target!) and is in desperate need of an upgrade!
Great service and comfortable room
(Hong Kong, China)
Jan 09, 2024
We came here for two days for business, and this is our second time coming back to this hotel. The room is spacious and clean, not far from everything. We would like to give a big compliment to the front desk staff Gina, she is super helpful and friendly. Excellent service.
Jan 01, 2024
I love this hotel so much, this was my second stay and the service is immaculate. I work in hospitality and I am so grateful when I receive good service when I travel. I wanted to give a special shout-out to Gina, who made this trip very special for my friend, who came with me for her baby moon. We had a small issue with our room being a bit noisy, and the next day we were accommodated without question. Thank you again x 100! We will definitely be back! We also got a free firework show from our room. No hassle for parking or even leaving the comfort of our room. Simply amazing!
First stay here
(Las Vegas, Nevada, Usa)
Dec 14, 2023
First off the staff was great! The check in and out was very easy, but I wish they had an in room check out option. The rooms were spacious and clean and the beds were comfortable. The curtains blocked out the light in the morning when we wanted to sleep in. The shampoo, conditioner, body wash and lotion smelled amazing. The fridge was cold and clean. And we love how you have to use your key in the elevator.
The chairs weren’t so comfortable for long sits, but they did the trick for the little time we sat in them. They weren’t as sound proof as we hoped. We heard everything in the hall and next rooms. Unless the guests were just particularly louder than normal, which is possible. I also wish they had benches outside for those waiting for rides.
We did not try the breakfast or buffet. I hoped the continental breakfast was included and that they had room service. The Starbucks staff was amazing though. They were friendly and so helpful. We were lucky to find a parking spot, but I see how small it is.
All in all, we had a great stay and would stay here again. It would be nice if the hot tub was open until midnight for those of us who would like to get in after a long day being a tourist. I do see us coming back in the future, as we found it reasonable with a great location and overall stay.
Worst GM Yvonne. Bad customer service
Dec 08, 2023
Worst customer service! Checked into a room with a broken tv. Was charged for it after check out. I reported it immediately and they made it seem like no big deal. Spoke to their GM Yvonne and she was rude and not helpful. Proceeded to say how do I know you didn’t break it. Since has refused to answer or return my phone calls. Still an ongoing dispute between the hotel and bank, since July. Now resorting to posting reviews to call them out on this terrible customer service.