Residence Inn by Marriott Anaheim Brea — Hotel in Brea

August, 2023 after 10pm we arrived at the Residence Inn, Anaheim Brea, CA. We were told our room was not ready, however, we could have the last room available that was similar on the 1st floor. We had been driving for several hours and needed sleep, so we agreed. Entering our room we found several issues. Kitchen: floors were dirty barely swept. Living Room: A large disgusting wad of gum was stuck to the side of the couch. In addition, in the same area of the couch, there was a brown liquid splashed and dripping onto the carpet forming a large brown spot. Carpeting was old and dirty, especially the corners and under furniture. Bedroom Closet: Several coats and hats were left hanging in the closet (not ours). We were exhausted when we arrived at the hotel and went to bed as soon as we could. Bedding: LONG BLACK HAIRS (not ours) were on the sheets and pillowcases. Bathroom: Similar long black hairs were on the floor and in the shower. I contacted the front desk. The clerk removed the gum, hats and coats. ||I went to the front desk the next morning asking to speak to the Manager on duty to share my concerns. Manager was not in. The front desk staff said they would inform the manager of my concerns. We were moved to a room on the 5th floor. That room was a bit cleaner, however, the floors, once again, were not very clean. Under furniture and room corners were very dirty. We soon began seeing crickets and ants around the room. ||The Pool area: We were unable to enjoy the pool or jacuzzi because it was overrun with children and adults. Jacuzzi: There were at least 12 little ones, at any given time, jumping in and out of the jacuzzi along with 4-5 adults. The water was cloudy and the color… well it was not blue! Deck Furniture: Covered with toys, towels and food. The Pool: Full of very loud children without much supervision. Children should be allowed to enjoy the pool, yell, toss balls, etc. but this was too extreme. If that wasn’t enough, 6-10 more adults arrived carrying coolers, food and beverages. The manager said he was aware of the situation and just shrugged his shoulders and said “oh well”.||On the morning of September 4th we were disgusted to find our cat’s food dish FULL of crawling tiny ANTS (video won't load here). The ants were all over where our luggage was. Immediately we went to the front desk to speak to the manager and showed him our video. We told him we would not be staying our full time and that we would be checking out immediately. The manager gave us a one night room credit and an apology. We were assured that they would immediately contact their pest control company to address the problem. However, an employee later told us that all they ever do is have one of their employees sprays around the rooms with something they mix up, and never use a professiona servicel.||As we waited for the manager, there were several people also waiting to see the manager. They said that the rooms on the 1st, 3rd and 5th floors were also dirty and had ants crawling all over. Because of the quantity of ants near our luggage, we had to have our clothes laundered. That cost us $100.00. Being creeped out by the ants, we left as soon as possible. ||Otto Zea, Operations Manager wrote me that “as a token of his appreciation for my patience and understanding”, he would “award my Marriott Bonvoy account with 10,000 points”. That has NOT happened. I have written and called several times without a response. ||When we arrived in Nevada, we discovered that we had left our pillows and a Disney Droid in our room at the Residence Inn. My daughter had put the Droid inside the pillowcases that were on our pillows. She had put the body of the Droid in one pillowcase and the head and controller were in the second pillowcase. I called the Residence Inn to inform them that we had left our pillows and Droid in the room. We were told that there was nothing like that in lost & found and they would check with housekeeping and call me back later. When they called back, I was told they had found our pillows – but no pillowcases and no Droid. I called back again later. I was told they had found the body of the Droid but no head or controller and our pillowcases were gone. They said Housekeeping probably thought the pillowcases belonged to the hotel and they were put in the laundry. Strange! The hotel only (to my knowledge) has white pillowcases. Our pillow cases were not white! One was a black print the other was yellow. ||The next day we drove back to Brea from Nevada to retrieve our items. Robert Blatt, General Manager, told us it was “not our (their) fault” we left our items behind. The hotel is not responsible for items left behind. It was odd that our pillows and the body of the Droid were found but not the pillowcases or the Droid’s head and controller. Also note, that the Droid's body had been tampered with, breaking it. Housekeeping appeared confused and said they didn’t understand. They appeared not to be able to speak or understand English. We were comped for one night.||In conclusion, I would not stay or recommend the Residence Inn Brea to anyone. For a new hotel, it was not clean or properly treated for insects. In addition, Housekeeping should be re-trained on the basics of housekeeping...

I recently had an extended stay at Marriot, and I am compelled to share my experience, which was unfortunately riddled with numerous problems and lapses in service. The following issues greatly impacted our stay:

Marriot Rewards Exclusion: We were dismayed to learn that booking through our credit card company meant that none of our reservation dates would be eligible for Marriot rewards points. This restriction was not made clear during the booking process, leaving us feeling disappointed and excluded from the benefits we expected. This has not been a problem at other hotels.

Inconsistent Incidental Charges: The handling of incidental charges was marked by inconsistency and misinformation. Initially, we were charged $20 per night, as communicated by the hotel. However, during the second segment of our stay, the charge abruptly increased to $50 per night. When we sought clarification, the front desk staff insisted that the charge had always been $50, contradicting their earlier communication. This inconsistency in charging practices raised concerns about transparency and trustworthiness.

Erroneous Parking Charges: It came to our attention that we were incorrectly billed for parking, despite not having a vehicle during our entire stay. We had to proactively inform the front desk about this error to have the charges reversed. Had we not diligently reviewed our credit card statement, this mistake would have gone unnoticed, highlighting a lack of attention to detail on the hotel's part.

Misleading Checkout Confirmation and Erroneous Charges: Upon checkout, we specifically confirmed with the front desk that we had incurred no additional charges. However, to our shock and dismay, we discovered a few days later an erroneous charge of over $400 on our credit card statement. Rectifying this situation required us to contact the hotel directly and request a reversal of the charges. Such a fundamental breakdown in communication and accounting processes is highly concerning and speaks to a lack of professionalism and accuracy.

Privacy Invasion by Housekeeping: On a particular day at around 9 am, we experienced a disturbing incident involving housekeeping. After a single knock on our door, the staff member proceeded to immediately open our room door without warning or seeking permission. This invasion of our privacy left us feeling shocked and violated. The staff member offered a hasty apology and left without providing any explanation for their actions, further adding to our unease.

Insufficient Room Cleaning: Throughout my stay, the rooms were rarely cleaned, despite requesting cleaning services. When I inquired, the staff informed me that they only provided room service every 3-4 days. Even when I specifically asked for the room to be cleaned, they only exchanged towels without changing the linens, which fell short of basic cleanliness expectations.

The occurrence of these issues, despite our efforts to double-check details with the front desk, is unacceptable. The resulting consequences, including wasted time and unnecessary effort on our part, tarnished what should have been an enjoyable and stress-free stay.

In light of these experiences, I urge Marriot to conduct a thorough investigation into these matters, address the deficiencies in their service, and provide appropriate training and oversight to ensure such errors are not repeated. As loyal customers, we expected a higher level of professionalism, accuracy, and respect for privacy.

It is my hope that by sharing this review, Marriot takes our concerns seriously and implements measures to rectify these shortcomings, thereby improving the overall experience for future guests.

The only positive aspect of this hotel is that the facility is quite new and the location...

Absolutely the worst Residence Inn I have ever stayed at, and I am a Marriott Platinum Elite member who has stayed at dozens of Marriott properties.

From day one, the room was filthy and infested. We found ants and spiders in the kitchen, on the bed, and crawling around the room. My girlfriend was bitten while sleeping, and I personally had ants on me in the shower. On top of that, there was dog food and personal belongings from the previous guest still in the room when we checked in. That proves the room was never professionally cleaned or cleaned at all before our stay. This is not just bad housekeeping, it is a legitimate health issue.

Housekeeping is a joke here. Even after I specifically requested a deep clean due to the ants, nothing was done until I got in touch with the assistant manager after multiple attempts. Only then did they send someone up to “clean.” All they did was change towels and make the bed, and that same night we still woke up to ants crawling on our bed again.

I showed the General Manager, Stephanie McGuire, an actual video of ants crawling on the bed. Her only response was to offer 5,000 points as if that solves a pest and health hazard. She showed no concern, no empathy, and made it clear she did not care. She is unprofessional, dismissive, and completely unfit to manage a Marriott property. She would not even respond until checkout day.

The only decent person was the assistant manager, who at least tried to address the issue, but the result was useless.

On top of all this, there is a serious issue with billing at this location. Even though I paid the full amount of $960 on the first day, I later received a notification that the hotel attempted to charge me another $400. I checked my bank account after overhearing another guest at the front desk asking about mysterious extra charges, which makes this even more concerning.

This hotel fails on every level. Rooms are dirty, management is unresponsive, service is minimal, and billing practices are questionable at best. The location is the only positive, but that does not make up for the unacceptable conditions and shady business practices inside.

I strongly recommend avoiding this property. If Stephanie McGuire is still the manager of this location, you will be treated badly. Especially if...