Renaissance Newport Beach Hotel — Attraction in Newport Beach

I stayed at the Renaissance Newport Beach Hotel from December 23 to December 26. We reserved this on December 16th and paid it in full. When I arrived on the 23 I was told it was not paid. After stating that it had been and the front desk telling me it wasn't, I decided to just pay for one night and figure it out tomorrow. They charged around $220. The next morning I called the front desk to confirm it had been paid. I spoke with Stacy, who said that it had been paid and they would refund the money immediately, which they never did. The next morning my sister bought something from the hotel store which was $32.33. When I woke up the $32.33 charge was made on MY card. The reasoning for the hotel was that we "had the same last name."

So, if someone goes to your hotel and has the same last name as someone else who is staying there, they will charge you for THEIR items? Unacceptable. When we came back that evening our hotel room wasn't cleaned, they are "short staffed" so there is no housekeeping. Not sure why if we're paying for all these services.

To make this worse, later during the day I get a THIRD charge, this time for $582.19.

When we arrived back at the hotel to complain, they couldn't find a reason for what this charge was. They said it was a mistake on their end. For what?

At this point, the hotel had charged me OVER $800. They gave a million excuses, that it was a mistake, that they overcharged, that it was this and that. None of which made sense.

We asked to speak to the manager on duty, Mark Sugars, which didn't help at all. All he said was he would get back to us. All he did was write a letter stating that these charges would be back on my account by MONDAY DECEMBER 26th. He told me he would give us one night stay free returned to the card, which hasn't happened. When I checked out they gave me a statement with a $126 credit. I asked to speak to the manager on duty, Joseph, who instead took that paper, ripped it, and told me he would "take care of the pending charges", so I guess they won't even give me the credit.

Your front desk "manager" told us multiple times that our stay was not paid which was why we had multiple charges. It was only until Mark Sugars came out to tell us that he would look into it that she said "I looked into it and it was fully paid." She wasted our time. I have a letter from Mark Sugars saying our money would be released by the 26th of December. It has now been one week, NONE OF THE CHARGES HAVE BEEN RELEASED. Because they are PENDING charges, I can't get my money back. They REFUSE to release the charges so it can be charged and I can get my money back. THIS IS UNACCEPTABLE. I will NEVER be staying at a Marriott again.

My sister who stayed at the same hotel the same dates had MANY charges as well, over $300 that have yet to be released. NONE OF WHICH WE AUTHORIZED. Another man who was there while we were complaining was also charged hundreds of dollars.

This hotel is committing FRAUD. NO ONE SHOULD STAY HERE. STAY AWAY !!!! I've tried contacting the hotel multiple times only to have them hang up on me or refuse to speak to me. I will make sure no one I know stays here again. This is terrible service. I have received no explanation...

First impression are what keeps a person visiting and telling others about your establishment. I was not pleased with some of the incidents that occurred during my time as a guest.

The hotel cleaning and serving staff need to trade places with the some of the staff at the front desk and greeters at the door.

I felt more welcomed by your cleaning and serving staff. They greeted me with smiles and short conversations and responded with a friendly hello when I greeted them with a hello, and even though some spoke little English, they were still very helpful for my entire stay that weekend.

Some of the front desk staff was very rude and need some classes on how to treat people with kindness and respect instead of being snotty. They also need to learn how to respond to a friendly hello instead of acting like I was talking to a wall.

I hope I’m spelling her name right, but Nasrin was your redemption at the front desk, at least she knows how to talk to someone and was very helpful, kind and courteous.

Some of the staff that answer the phone needs to be trained on phone etiquette when talking to hotel guest and not hang up so quickly without at least making sure the guest was done speaking.

In spite of those problems, I may be inclined to give this hotel another chance, but if I ever do, I hope my grievances were taken into consideration and changes are made.

Last, but not least, the room. I stayed in the Guest Room with 2 Queen size beds. The room was nice, the beds were comfortable and the temperature setting for the room was nice. I didn’t have to change the air conditioner settings. Loved the oversized chair.

Nice closet space, very thankful for the nonstick iron and ironing board. I did use the safe and the instructions were comprehensive.

Mini Fridge with small freezer compartment was nice.

Charging outlets by the bed were fast charging. I did not know that, I bought my fast charging power bank, but didn’t use it.

The Wi-Fi internet was good and only free if you download the Marriott Bonvoy app and create a free account, if you don’t have one. You can also create the account at the Marriott website and click on the Bonvoy member “join for free,” link.

I suggest you create the account first and validate with your email. The instructions are easy to follow. If you visit any hotel associated with Marriott Bonvoy, you will be able to use their Wi-Fi for free. Check your bill and if you are charged, just give the front desk your Marriott Bonvoy member number.

Nice bathroom. I liked the lighted up makeup mirror. Shower/tub was nice with built in non slip. Plenty of bathroom amenities.

And whomever from your company see this review without really reading this, and give that generic response, I’m going to make sure I repost with a note that my review was also ignored and...

This is an airport hotel. It's location is very unfriendly, it's more of a business park. This is NOT a 4 star hotel and NOT a good place to bring a family. Firstly it's run down and dirty for a $500/night room. Secondly there are hardly any amenities. There is a gym and a pool with spa outside, but that is nothing special. There are meeting rooms but only one restaurant that I found with a very limited menu. No gluten free or plant based options here. The room we stayed in was small and not very well lit. Any review that claims acceptable cleanliness is either not looking at it closely, has been given special treatment or got a comped room for the review. Window was so dirty it dimmed the incoming light and made it hard to see clearly outside. Once the sun came up the next morning it made the unkempt and dirty nature of the room very clear. Cheap furniture and terrible art. There was a hair stuck to the bathroom door and peeling paint on the ceiling in the shower. When we checked in the TV wouldn't work we tried calling the front desk for several minutes and no one answered. I had to walk down to lobby and ask for this problem to be corrected. The attendant told me they would send up an engineer to fix it. About 10 minutes later the engineer showed up he was very polite and courteous friendly and took care of the problem quickly. Apparently the TV hadn't been used in so long that it needed to be reset completely taken off the wall unplugged turned off and then rebooted to work. The very minimal staff, the night we checked in there was only one attendant at the desk with a line of people. No concierge was visible or available anywhere. I'm giving 2 stars only because the staff that was there was very friendly the valleys were friendly and the engineer that came to fix our TV was also friendly and courteous and quick. The room was obviously out of service for a long period of time. There was dirt and dust and cobwebs built up in the corners, the air vents had large balls of dust built up and stuck in between the vents, the shower was frightening. Please look through the pictures and videos I've sent so you understand what I mean I would not send anyone here. We have stayed at lots of Marriott's and Renaissance elite hotels and this does not meet the standard we expected not even close. The first morning we put out the "check back later" sign on the door knob to get a few extra hours of sleep. I took it off around 10 am but housekeeping never came back. Later in the afternoon we requested the room be serviced but were told that housekeeping had left for the day. We paid $500 a night and no one was available to clean our room at 4 in the afternoon? Unacceptable. We are actually Marriot "members" and this is simply not up...