TripAdvisor Traveler Rating

This was our second time staying at this hotel. Our first stay a few months ago was great—we had no complaints whatsoever, which is exactly why we decided to come back. Unfortunately, this second stay was an entirely different experience and, without a doubt, one of the worst hotel experiences we have ever had. The problems started the moment we checked in. The receptionist made a comment that felt extremely inappropriate and profiling. She asked how many hours we had driven to get there and then laughed and said, “Oh, you drove like 10 hours to get here—you’re coming from Mexico, huh?” Excuse me, what exactly was funny about that? We live only a couple of hours away in California. I found the comment completely unnecessary and uncomfortable, especially coming from someone who was supposed to be welcoming guests. We had also booked a two-bedroom room for four adults and two children about a month in advance. Despite booking ahead of time, we were given what felt like the smallest room possible, with extremely small beds for the number of people staying. It certainly did not feel like we received the room we had reserved or the experience we had paid for. The following day, we spent the entire day at Disneyland and were gone for hours. When we returned that night, we discovered that our room had not been properly serviced at all. The beds were not made, the trash had not been taken out, and there was only ONE clean towel left for our entire group. We were exhausted and did not want to make a huge issue out of it, so I simply called the front desk to request additional towels. Nobody answered. I eventually had to walk downstairs myself. When I got there, the receptionist was helping other guests. Once he finished, he asked me what he could help me with. I politely asked for towels, which he brought out. I then asked, just as politely, why our room had not been cleaned despite us being gone all day. I couldn’t even finish my question before he interrupted me loudly and dismissively with, “Well, you can speak to a manager in the morning!” That was his response. He didn’t ask for our room number. He didn’t offer to have housekeeping come by. He didn’t ask if we needed additional linens, trash bags, or anything else. He simply dismissed me and went back to the computer. I asked for his name, and he said “Joseph.” He wasn’t wearing a name tag, so I have no way of knowing whether that was actually his name. The next morning, we decided not to waste our time looking for a manager. Quite honestly, management should already know what kind of service their guests are receiving and how their staff are treating people. We shouldn’t have to chase down a manager to explain why our room wasn’t cleaned or why a front-desk employee couldn’t take 30 seconds to listen to a legitimate concern. To make matters worse, as we were leaving, we said good morning to one of the housekeepers and were completely ignored. What makes this experience even more disappointing is that our first stay here was actually very good. We had no reason to expect this kind of treatment, which is why we felt comfortable returning. Unfortunately, this stay completely changed our opinion of the hotel. A clean room, enough towels for the number of guests who booked the room, basic housekeeping, and respectful customer service are not unreasonable expectations. These are the bare minimum. We left extremely disappointed and feeling completely unwelcome. Based on this experience, we will not be returning. I sincerely hope management reads this review and takes a serious look at both the housekeeping standards and the way guests are being treated by the front-desk staff.

Location is very convenient for disney park access and shopping downtown disney. Hotel service was excellent. Wonderful check in service from Brittany! Hydrating station was definitely a plus from all that park walking. They'll either have cucumber water, or a citrus water that was so refreshing! Love staying, and will definitely be back.

Management is gaslighting the public and covering up a biohazard for their own gain. We found mold in two separate rooms (4120 and 3604). Instead of protecting patrons, GM Mooyon Kim used a 2-day delay to frantically scrub the evidence right before the Orange County Health Care Agency arrived. The official county report explicitly notes management KNEW inspectors were coming. An emergency cleanup to dodge a government violation does not refute my time-stamped photo proof or the horror the front desk staff showed when they saw it. Mr. Kim claims he takes this seriously, yet he admitted he never even entered the rooms to check them himself. He didn't fix a problem—he covered his tracks. Avoid this property.

Worst experience—mold in multiple rooms and a complete lack of follow-up from management. We checked in after midnight and found severe mold in room 4120. The front desk agent moved us to room 3604 (a “suite,” as it was their only vacancy NOT as a courtesy upgrade), but the next morning we discovered mold in that room as well. At checkout, the desk representative could only offer a partial $75 refund and waived resort fees, stating a manager would follow up with us today. No one ever called. I had to contact IHG Corporate myself just to get a status update, only to find out the property GM (Mooyon Kim) completely denies that mold was found in the room and refuses to offer a complete refund for the inconvenience and delays we experienced. A serious health and safety hazard like mold should be an immediate priority. Because of Mr. Kim’s total failure to respond, I have opened a case with IHG Corporate, officially reported this property to HHM Risk Management who oversees this property and Mr. Kim, and the ORANGE COUNTY HEALTH CARE AGENCY for a formal health and housing code inspection of rooms 4120 and 3604. Avoid this property until remediated if you can.

More than enough for Disney visit , hotel location is very good 15mins walk to Disney parks , staff is very nice , room size is small but mangable , microwave and coffee machine in room , clean . 15 mins walk to reach a big maxican supermarket , and some other food restaurants (opposite direction of Disney). Only negative, no breakfast , billows not comfortable, corridor smell when reached was like wet but after a while gone. At end it was very good recommended and no need for more than during our acceomadtiom.