TripAdvisor Traveler Rating

I rarely leave reviews, but I feel compelled to share this experience because it caused me an incredible amount of unnecessary fear and emotional distress. I was staying at the hotel with two close friends for a Disneyland trip, and late at night I returned to the room only to find that my key had suddenly stopped working. At the same time, both of my friends had stopped responding to calls and texts, their phones appeared off, and their locations stopped updating. Since all of my belongings — including expensive personal items — were inside the room, and because this behavior was completely unlike them, I became genuinely worried for both their safety and wellbeing. I went to the front desk for help, where Melissa assisted us. We explained that our friends were not answering calls or texts and that we were concerned something may have happened. Melissa told us that the guest on the reservation (my friend) had allegedly moved rooms and that there were private notes on the reservation she could not disclose. She also specifically told us something along the lines of, “If I call her, she might answer me,” after we explained that our friends were not responding to us. Melissa then went to the back and later returned telling us that Evelyn had allegedly answered the phone and specifically stated that she was safe but did not want us in the room, even after Melissa stated she allegedly referenced us by name. We were led to believe we were intentionally not being allowed in and that our friends had requested distance from us. This information was incredibly upsetting and honestly terrifying to hear. These are close friends I have known for years, and we had experienced absolutely no issues during the trip. I spent the night unable to sleep, genuinely scared for my friends, confused, and deeply hurt wondering if something had happened to our friendship or if they were unsafe. This would have been a huge issue if I hadn’t had a close friend that lived nearby that allowed me to stay with them for the night, otherwise we would have been left stranded without a place to sleep. The following morning, I learned from my friends that none of this was true. What happened was both their phones had died, and they just went to sleep when they got to the hotel and assumed I would just be able to enter the room once I got back (I had the other key). They had never moved rooms, never answered a phone call from the hotel, and never told staff that we were not allowed in the room or unwanted. My friend even showed me her phone log confirming she had not spoken with the front desk at all. The actual issue was simply that after they reported losing a key, the hotel had deactivated the old one without realizing I still had it. I fully understand and respect hotel privacy and safety policies. Had Melissa simply explained that my name was not on the reservation and therefore she could not issue me a key or provide information, I would have completely understood. Instead, I was given highly specific misinformation that escalated an already stressful situation into hours of unnecessary panic and emotional distress. I appreciate the professionalism of the daytime staff and management, named Christian, afterward, but I sincerely hope this feedback is taken seriously. Situations involving guest safety and wellbeing should be handled with care, and inaccurate information can have a very real emotional impact.

Not worth it, stay at the Candy Cane Inn instead, corporate hotels like this are poor, they are kind of getting like Embassy suites which are poor overall, see attached photo of our room with a wonderful view with the staff was unwilling to move it when the hotel was less than 50% full, this room is 210, do not stay in here. You can hear the AC running all night.

Someone used my room number to charge items to my room, and I was incorrectly billed. I made several attempts to resolve this issue with hotel management, but they refused to issue a refund. I ultimately had to dispute the fraudulent charge through my credit card company to get it resolved. Customer service was extremely disappointing, and the hotel’s procedures make it far too easy for unauthorized charges to be posted to other guests’ rooms.

Our family of four stayed here for Disney visit at Christmas time. The check in process was quick but everything was self-service, noone to help with luggages. The suite was spacious and modern. Beds and pillows were comfortable. Bathroom was clean but the water pressure was rather weak. And for some reasons we could hear traffic noise quite clearly despite being in the high floor. Breakfast was efficient with nice varieties. Disney waffle makers were the big hit at breakfast time. Proximity to Disney was ok, about 15 mins walk in the rain. Parking was easy in the building next door. Overall we enjoyed our stay.

Front desk at check in was outstanding! We were given free parking in honor of my husbands 70th birthday and allowed to check in early. Other family members were joining as a surprise and staff was very discreet and kept the secret.