Eden Roc Inn & Suites — Hotel in Anaheim

BED BUGS!!!!!

My friend and I booked the Eden Roc for 2 nights. When we arrived the room and facility looked clean so we dropped our bags in the room and went to dinner. When we got back around midnight and were getting ready for bed we saw a bug crawling on the bed toward the headboard pretty quickly. I went to grab it with a tissue and it squished very easily, so we weren’t able to look closely at what it was. We were worried about bed bugs so we pulled back the sheets and inspected the mattress and around it and everything looked clean so we laid down to sleep. 30 mins later my friend feels bugs crawling on her and we turn the lights on and the bed is crawling with around 20 bed bugs!! We call the front desk (now around 1am) and he comes in to see the bugs and immediately gets us a new room. We were apprehensive to even stay but had nowhere else to go. He gives us trash bags and we inspect all of our stuff as best we can before moving to the new room. We inspect the new room and everything looked OK (but so did the other room!) so we nervously laid down. Thankfully no bed bugs but we could hardly sleep worrying about finding more and taking them home. At 8am we ironed all of our clothes piece by piece hoping if there were any in our things they would kill them and put everything in new trash bags and planned to leave them in the hot car while we went to the parks. We go to the front desk and the GM Agnes C was working. I let her know we wanted to check out because we weren’t comfortable staying another night and wanted to be refunded for both nights. She said she could refund me for the night we weren’t staying but would need to call me in a few days for the night we did stay pending an exterminator inspection. Although I didn’t like this answer, I understood that was their protocol. I explained whether or not they were determined to be bed bugs, we had bugs crawling all over us which is not acceptable and if we were denied a refund who was the next person above her I could go to. She indicated she was the GM, which I understood, but wanted the name and contact information for who was above her in case I had to escalate my concerns. She immediately became super rude and combative, insisting she would call me in a few days. We go round and round with this and we find out it is 11am and an exterminator hadn’t even been contacted yet, which I did not find appropriate. She indicated she was working alone and was very busy, which I get and I sympathize, but I would think a bed bug infestation would be a TOP priority for a hotel. The fact that it wasn’t tells me this is not an unusual occurrence for this hotel. Her behavior was beyond unprofessional, I was floored at how rude she was behaving when I am just asking for her manager’s information in the off chance I need to reach them since I live out of state. After going back and forth for around 30 mins she begrudgingly gives me his information. A few days later I received a call that indicated the room was in fact infested with bed bugs and I was issued a refund.

Although I have never experienced them, I understand bed bugs can happen. However, unprofessional behavior from Agnes and the lack of urgency to address these bugs in a timely manner is what really appalled me and I urge everyone to stay far away from this motel. It may be cheap and close to the parks, but the time we spent taking steps to hopefully not bring bed bugs home was NOT worth it!!!! Stay somewhere else!! And whoever oversees this hotel, I suggest you provide customer service...

My family and I stayed in a 2 queen beds; room. We sat through a miserable all day sales pitch to get 2 free adult tickets to disney and a 2 night stay at a hotel nearby. I paid for the upgraded hotel recommended by Casablanca which landed us at Eden Rock Inn.

The pictures of Eden Rock online look good and upon entering the room it looked updated and pleasant. However, the room had an old musty smell. It's an old property that was remodeled. It's a typical hotel style set up and was just okay. We were not a fan of the outside door entry because any type of remotely loud car that came by you could hear and people returning late walking past the room you could hear. I saw a review from another guest saying the walls were paper thin she could hear the guy next door snoring all night. I first thought that was a far fetched statement but, the family next door to us came back late from Disney and I could hear what they were saying perfectly clear. This was around 12-1AM. The bed closest to the window gets blasted by the air conditioner because it's so close. The fabric chair in the corner near the beds was covered in stains. The shelf in the bathroom to hold the towels was loose and about to fall off the wall, I didn't want to put anything on it. The hand towel rack by the sink was broken. The coffee machine was placed on the bathroom sink counter (this grosses me out; who wants to make coffee where teeth are brushed, dirty hands are washed and hairbrushes are placed?) Both of the blankets under the decorative sheet on the bed smelled of urine. We had to request new blankets for both beds. This hotel has a mix of bed blankets and towels. All hotel blankets should be able to be bleached and washed at a certain temp to be properly sterile. The bed blankets were colored so you know they couldn't be bleached which is why they still smelled. The towels were all different. Some new, some old. The fact that the towels were dark after drying off indicated they have been well used for some time. Mine no longer had any "terry" left on it so it felt like sandpaper.

The only plus to this hotel is that it is fairly close to Disneyland. However it is on the backside of the incredicoster. You cannot go straight down Disney drive and expect to come in from the back it's all blocked off. You have to walk around to the main entrance .If you have little ones and want to walk, plan on making a 1 mile walk to the main entrance and burning their legs out before the day even starts. If you have older kids the walk should be fine. We decided to drive to the parking garage and take the tram for our 6 year old.

If I was a shareholder for Casablanca timeshare and was offered this hotel as a place to stay for Disney vacation I would be very disappointed. The hotel where the initial presentation took place was 5+ star and this is nowhere near what is presented.

The staff we came in limited contact with was very friendly and accommodating when new blankets were needed but next time I will be looking for a different place for my...

Don’t stay here. Made the rsv Thursday evening march 30 for march 31st . I called to confirm my reservation for Friday night they said everything was fine and confirmed I was happy to stay . Then say after a long day at Disneyland my family and I went to check in. When I arrived at the check in counter, Brandon who identified himself as the only employee for the night, said he couldn’t find my reservation. When I explained to him that I called the night before to confirm the reservation, he became visible irritated. I pointed out that Eden Rocc Inn had charged my debit card twice, and I was just as confumed as he was at not finding my reservation. After that, Brandon became aggressive he snapped his fingers at me, yelled at me to shut up and screamed that he wasn’t fixing anything. Brandon then went on to tell me that apparently I was wrong and booked the room for the day before and was charged as a no show. I again tried to explain that my reservation has always been for 3/31/23 that’s when my family and I would be going to Disneyland. I called the night before to confirm my reservation for the next day 03/31/23 and it was confirmed. Brandon then proceeded to snap his fingers for me to leave or to wait for the manager. When I asked to speak to the manager, Brandon mocked the situation and said he was the only one working through the night and the manager wouldn’t be there until morning.  Brandon then yelled at me that “If I wanted to stay there I would have to pay an additional day and rate. “ Add with nowhere to stay and the funds the hotel took from our hotel budget, I had no other choice but to take a 4 hr trip back home. This family outing will be memorable for all the wrong reasons. I will be disputing these charges with my bank and hope this review makes families think twice before staying here. Disneyland trips are exhausting enough, the last thing you want to do after a long day of walking is have customer service by Brandon at Eden Rocc Inn. His his hospitality and customer service skills...