Embassy Suites by Hilton Anaheim South — Attraction in Garden Grove

We have stayed at this embassy for the last 12+ years. We had always enjoyed staying here along with all the features and amenities that came with the property. HOWEVER, our most recent stay was below Embassy and Hilton standards. Upon arrival the usual check in was 3 pm. This time we had to wait 45 minutes to get checked in. Upon check in we immediately had to call the front desk because they only gave us 2 towels and 1 wash cloth. Even though they were aware we had 4 people occupying the room. When it was time for my children to use the pull out bed, to our dismay they only had a fitted sheet, no pillows, no blankets, no flat sheet and a small mattress cover which is not a blanket. We had to make another request for the missing items, but housekeeping had left for the day and I had to give them the blanket and pillows from my bed. One of my daughters had came into the room and noticed a red substance that can be either described as blood or ketchup, under the base of the bed. We found scattered food particles in both rooms as well and that was just the first night. Upon check in we were asked what day we would like housekeeping to fully clean and stock the room. They said it included change of all linens, standard clean of rooms and bathroom with new towels and wash cloths. Mind you this also includes trash pick up. We had to buy our own trash bags because we didn't want to leave all our trash in the hallway which is what they ask you to do. No one wants to walk around stinky garbage everyday in every single hallway. We scheduled our clean for a Wednesday. We came back from our family time only to discover they had not cleaned the room at all. We called the front desk again. They apologized and said were we sure we had scheduled it for Wednesday. Of course we were sure. We had planned to be in a different city and thought it would be a good idea to give them all day to have a chance to clean the room. They cleaned it the next day. We came back only to find none of the linens had been changed, they just made up the beds, they still hadn't given us enough towels or wash cloths. The sheets had holes in them. I had to go downstairs and get all the towels, wash cloths and pillows and blanket we requested 4 days prior. The next morning my daughter woke up with a swollen eye. I don't know what was on the maids gloves, but she had spread it to my daughters pillows and she ended up with a swollen eye the next morning after they came in the room. Plumbing was not great. Everytime you flushed the toilet it made a loud groaning noise and would run for about 5 minutes after. The food has become extremely bland. I used to gain weight from the breakfast they would serve. Now, it's become very generic and extremely bland. The parking is also a problem. Its next to a restaurant and they occupy some of the parking. But my biggest complaint is the lack of space for the vehicles. At best you can fit a small mustang or midsize sedan with out worrying someone is going to ding your car. All suvs, oversized suvs and cars have to park all the way in the back of the hotel, then walk all the way around to the front of the hotel because they lock the back door after a certain time. For perspective all vehicles I saw parked in the back were ford explorers, expeditions, chevy Tahoes, suburbans, toyota Highlanders, sequoias. If they tried to park in the front or sides they would be sitting in two spaces and sticking out in the street. They also double charged us for parking. Overall, we were very disappointed by how far embassy has fallen from it's amazing experience it used to give us. Again we've gone to this property for 12+ years and we are now looking at other Hilton properties for our...

Unfortunately, can't give as good as a rating as I would like to. We've stayed at this place many times in the past during our Disneyland visits as our kids were growing up; however, this latest time wasn't as great as an experience. We generally love the Embassy Suites hotel chain, but this facility.......

THE GOOD:

1. Shout out to Jake in the front desk who made our check in a great experience. Acknowledge our status as a diamond member and just made you feel special. He also connected us with a great room.

2. Luciano. This guy works in the lobby dining area. He's very attentive, hardworking, and always smiles. Also, second person as staff member to acknowledge us. Not only to us, but everyone we saw him interactive with. Give this guy a raise! He's on top of it and very pro-active.

3. The breakfast omelet cook. Extremely long lines, but she remained composed and friendly. Give her some help, I've seen this place have a better process for long lines, with another person taking orders and prepping the order while the other cooks and serves. You have people just standing around, so this is not a resource issue.

4. Not bad on the happy hour. Good selection with tortilla chips, salsa, homemade potato chips, veggies, hummus, ranch. They served a pasta salad that was a nice surprise. Bar tender was courteous.

5. Bucco Di Beppo is right across the parking lot. Great Italian restaurant with very generous portions.

IMPROVEMENT NEEDED:

1. Although Work in Process, so far not a fan of the new layout/decor. At least the old configuration had character, and we miss the roaring lion. Sure, a refresh was needed but bring in some character along the lines of the Disney spirit.

2. There was a water dispenser "For Employees Only". I was told I could not use it, yet there wasn't one for the general paying guests. Yes there was one by the gym, but that area was still under construction, and it wasn't clear if it was ready for use, plus it was not cold.

3. As mentioned above, long lines during breakfast. Come on guys, this is the Embassy Suites, you can make it happen to have smaller lines. Your guests are waiting in line at Disney, the last thing want to do is also wait in line for breakfast.

4. Argggh, another line! Get that elevator fixed! Long wait, extremely crowed, and no air!

5. Understand, the facility is under transition and in the middle of remodeling but seems like a lot of short cuts and the employees don't seem to be happy and it's reflecting on the guests. Smile, greet, ask if there's anything you can do for us....it goes a long way. We even asked the working manager during breakfast about surveys. He told us it would be sent via email, but he didn't ask any further about any concerns we may have had.

We've spent a lot of time with the Embassy Suites - Hilton over the years, just didn't feel the customer service (minus exceptions) this time. We just came from a trip where our accommodations were with the Mariott chain, and the general staff was overwhelmingly customer oriented. They were CONSISTENT from the servers, front desk, housekeepers, bartenders up to the general manager.......Hilton embassy suites could/should and have in the past...

I stayed here for my daughter’s birthday and it was HORRIBLE! Upon check in there was a ROACH in the bathroom. I called downstairs multiple times before someone finally came up. The maintenance man took the roach downstairs to show the manger to see what they would do. I went downstairs to talk to the manger and she said they were completely booked so we wouldn’t be able to switch rooms until the next day she also said she would have to get with the gm to see about compensation. It was late and we had two small children with us and everywhere was booked so we had no choice but to stay in the room unfortunately. The next day I go down to speak with the desk manager and she was very rude did not want to compensate and said we can somewhere else if we’re uncomfortable and she’ll “do us a favor and not charge early departure”! Being that there was a roach in our room not charging early departure would be the least she could do. Again all surrounding hotels are booked and this is my daughter’s actually birthday so after going back and for for about 30 minutes I decided to not let it ruin our trip and proceed with our plans. We switched to a different room and headed to Disney land. We got back later that evening to change and go to dinner. I went to use the restroom and there was blood on the tissue! I was very disgusted but luckily there was a new roll of toilet tissue I was able to use. I did not have time to go beck and forth with the manger yet again on my daughter’s birthday because she was unpleasant to talk to and we had s reservation to make so I decided to take pics and reach out to the general manger. The following night we go downstairs to have dinner and I order a drink. I notice something black floating in my drink and to my surprise it’s a bug!!! Thankfully it was not another roach but nonetheless it was still a bug. My fiancé alerts the bartender and he nonchalantly says oh I’ll make you another one. Again I took pictures to be able to show the general manager. I did not see the point in alerting the desk manager she already proved to be unpleasant and unhelpful. Our check out day come and upon my emailed receipt I was not compensated for anything!!!! From having a roach in our room and not being able to move, to blood on the tissue in the new room, to having a bug in my drink you would think there would have been some type of compensation! I head over to the front desk to see why and the manger offered to only comp parking. After going back and forth yet again I was told to wait for the general manager. After a hour of waiting I spoke with the general manager and still was not compensated the way we should have been. Moral of the story stay far away from here! They have roaches, do not clean properly, and do not care about their customer satisfaction. Stay anywhere...