The Buena Park Grand Hotel & Suites — Hotel in Buena Park

This hotel and it's staff are an absolute disgrace! My family arrived on the 16th of August and were given room 442. When we tried to open the door it was bolted on the inside. We pushed and pushed until a voice came and said this was her room. It was late and the lady was obviously scared. We went back to reception where the staff member " yeah sorry I forgot we moved those guests in there because there was issues in their original room with tv and stuff"! Guess who got their room!!!||Room 331 absolutely awful, no tv as in every channel said error. The toilet flush ran all night making a constant gargling sound, aircon didn't work and the tv in living room was missing and in its place was a mirror. Not to mention the dirt. Absolutely thilthy! ||||CompareCredit||Ad||2 Insane Cards Now Charging 0% Intro APR Until Nearly 2027||With no annual fee and 0% intro APR until nearly 2027, these cards are helping Americans pay off debt in record time||Clare Severns Stay 16th to 20th Aug||||me||To||BPGM@BPGrandHotel.com||21 Aug||||21 Aug at 12:30||8 attachments||Hello Emmanual||||I am reaching out as my family has had the most awful experience at the property you manage. ||||This hotel and it's staff are an absolute disgrace! My family arrived on the 16th of August and were given room 442. When we tried to open the door it was bolted on the inside. We pushed and pushed until a voice came and said this was her room. It was late and the lady was obviously scared. We went back to reception where the staff member " yeah sorry I forgot we moved those guests in there because there was issues in their original room with tv and stuff"! Guess who got their room!!!||Room 331 absolutely awful, no tv as in every channel said error. The toilet flush ran all night making a constant gargling sound, aircon didn't work and the tv in living room was missing and in its place was a mirror. Not to mention the dirt. Absolutely thilthy! ||8am I went to reception and asked to be moved. Reception girl told us come back at 3pm. That was the 2nd day of our trip, hanging around waiting. Not even a pool area to sit around as it was totally green like a swamp. Paper signs up saying open at 2pm. ( I'd like to ask which month at 2pm, as it had obviously been like that a while) ||3pm we moved to our last room, 304! Can things get any worse, sure they can!!! Surrounded by deralict rooms and thilthy. Bath didn't hold water, as in the plug didn't work. Rooms at the end of the balcony were getting refurbished with all the furniture still inside. That'll obviously never come clean! We approached reception again and spoke to a guy who agreed with us and said the hotel was awful at the minute but don't worry it's going to be better soon and if we come back he'll cut a discount. Fact is I am worried, this is our holiday that cost a lot of money. I do not care about future trips that may get a discount. I care about this trip and a refund, if I'm quite honest. ||Our last day and we returned back from out day to find just one pillow each. We had started off with 2 pillows each that morning. I approached reception again and asked for more. Chap on duty said he didn't have any and gave us a blanket to roll up. Seriously, the place is empty and he could have got pillows from any room. He simply did not want to go out of his way. Not so he could stay at reception for security reasons because he left with a guy to the other side of the building. ||I have been promised a visit from the manager. I have also been promised the managers email address but "NOTHING" THEY SIMPLY DO NOT CARE. ||||Our last night I got no sleep because your staff member went roaming round every room with a torch and banging doors at 1am. I'm guess he was looking for homeless as I'd heard they go in your rooms, just gross the whole experience. ||||Please address these issues and yes I am looking for a refund. Current staff all need firing, just know that not one of them are customer friendly. Lazy bunch who do not care! ||||I also do not wish to hear the property is having a refurbishment, this has ruined what was a trip of a lifetime. I would also like to know the owners name and contact details....

This hotel and it's staff are an absolute disgrace! My family arrived on the 16th of August and were given room 442. When we tried to open the door it was bolted on the inside. We pushed and pushed until a voice came and said this was her room. It was late and the lady was obviously scared. We went back to reception where the staff member " yeah sorry I forgot we moved those guests in there because there was issues in their original room with tv and stuff"! Guess who got their room!!!||Room 331 absolutely awful, no tv as in every channel said error. The toilet flush ran all night making a constant gargling sound, aircon didn't work and the tv in living room was missing and in its place was a mirror. Not to mention the dirt. Absolutely thilthy! ||||CompareCredit||Ad||2 Insane Cards Now Charging 0% Intro APR Until Nearly 2027||With no annual fee and 0% intro APR until nearly 2027, these cards are helping Americans pay off debt in record time||Clare Severns Stay 16th to 20th Aug||||me||To||BPGM@BPGrandHotel.com||21 Aug||||21 Aug at 12:30||8 attachments||Hello Emmanual||||I am reaching out as my family has had the most awful experience at the property you manage. ||||This hotel and it's staff are an absolute disgrace! My family arrived on the 16th of August and were given room 442. When we tried to open the door it was bolted on the inside. We pushed and pushed until a voice came and said this was her room. It was late and the lady was obviously scared. We went back to reception where the staff member " yeah sorry I forgot we moved those guests in there because there was issues in their original room with tv and stuff"! Guess who got their room!!!||Room 331 absolutely awful, no tv as in every channel said error. The toilet flush ran all night making a constant gargling sound, aircon didn't work and the tv in living room was missing and in its place was a mirror. Not to mention the dirt. Absolutely thilthy! ||8am I went to reception and asked to be moved. Reception girl told us come back at 3pm. That was the 2nd day of our trip, hanging around waiting. Not even a pool area to sit around as it was totally green like a swamp. Paper signs up saying open at 2pm. ( I'd like to ask which month at 2pm, as it had obviously been like that a while) ||3pm we moved to our last room, 304! Can things get any worse, sure they can!!! Surrounded by deralict rooms and thilthy. Bath didn't hold water, as in the plug didn't work. Rooms at the end of the balcony were getting refurbished with all the furniture still inside. That'll obviously never come clean! We approached reception again and spoke to a guy who agreed with us and said the hotel was awful at the minute but don't worry it's going to be better soon and if we come back he'll cut a discount. Fact is I am worried, this is our holiday that cost a lot of money. I do not care about future trips that may get a discount. I care about this trip and a refund, if I'm quite honest. ||Our last day and we returned back from out day to find just one pillow each. We had started off with 2 pillows each that morning. I approached reception again and asked for more. Chap on duty said he didn't have any and gave us a blanket to roll up. Seriously, the place is empty and he could have got pillows from any room. He simply did not want to go out of his way. Not so he could stay at reception for security reasons because he left with a guy to the other side of the building. ||I have been promised a visit from the manager. I have also been promised the managers email address but "NOTHING" THEY SIMPLY DO NOT CARE. ||||Our last night I got no sleep because your staff member went roaming round every room with a torch and banging doors at 1am. I'm guess he was looking for homeless as I'd heard they go in your rooms, just gross the whole experience. ||||Please address these issues and yes I am looking for a refund. Current staff all need firing, just know that not one of them are customer friendly. Lazy bunch who do not care! ||||I also do not wish to hear the property is having a refurbishment, this has ruined what was a trip of a lifetime. I would also like to know the owners name and contact details....

First room we checked into was 136, wasn’t up to normal standards as we stay here all the time and after requesting a new room we were immediately moved to 137 which wasn’t much better, but we made do for the sake of not wanting to keep complaining and moving all of our luggage. I regret not speaking up now with the given situation I’m in. No tv in living room, a lot of what looks to be water damage to dresser& nightstands. Bathroom door wouldn’t close without being a bit forceful. Toilet had flushing issues, had to call maintenance to room to repair. Couch cushion covers were unzipped and not completely on. When we pulled the cushions off the couch to use pull out bed there were crumbs and small toys and dirt under cushions. Spider nest in both rooms 136 and 137, actual spider in one bed. Damage to front door to the point you can see light coming through where you shouldn’t. Desk attendant sleeping at desk when we went up for pool towels. I’ve been staying here for 10 years through each new ownership after it was the Radisson, the location is great and it’s typically quiet and plenty of room for my family in one room which is why I have made excuses to keep coming back. I just sort of deal with the inconveniences and now I’m regretful and feel stupid for doing so. I’ve been stuck in the janky elevator more than once, my kids will no longer use the elevators. In December 2024 when we stayed before taking a cruise out of Long Beach there were squatters in one of the rooms being weird and laying around on second level stair case near the pool on speaker phone talking loudly. We told management and they said they couldn’t do anything about it. Again, I let it go I know things happen and I just wanted to have a good Christmas trip with my family. I leave good reviews so that I can check in early without paying $35 fee. This last stay in early February 2025 I used ONE hand towel to remove a salon grade mud facial mask leaving the towel with spots on it to be cleaned. I use white hand towels with my clients (I’m an esthetician) to do the SAME with the product and have never had issues with it not washing out, ever. I spoke to the hotels general manager on 2/14 asking why my deposit had not yet been refunded and he said due to towel damage they kept my $150 deposit. We are decent people, we clean before we leave, put all bath towels in bath, compiled all trash in shopping bags in corner, we don’t leave the place trashed. I’ve never had this issue there nor anywhere and I give myself a mini facial on every trip for the sake of relaxing, and well, why not! Manager said he would call me back it is now 2/17 and no call back, he was to speak with the house keeping supervisor and “let me know” because they had photos. I know for a fact we did NOT damage any towels let alone $150 worth of towels with ONE face mask, for all the times I shut my mouth about things at this place I feel like a dummy for now being charged $150 and ignored for the general manager about said issue. I’m so disappointed about this happening, 2nd floor rooms are nicer I’ll say from us staying in the past which I would have stayed in again or even still might if the hotel manager does the right thing. Typically fair customer service other than this issue. Quiet hotel, awesome location! Wish I had photos to corroborate everything listed but like I said, I’ve just made due because I really do not like being THAT customer 😑 but I’ve been left with no choice, refund my $150 or charge me for the ONE hand towel your housekeeper didn’t want to wash before snapping photos and charging me $150. Ridiculous, where are the owners on this decision? Room was made under my married name, Bonnette, we checked in...