Costa Mesa Marriott — Hotel in Costa Mesa

Where do I even start? Let me first note that I'm a Platinum Premier Elite with Ambassador perk member who has stayed over 200 nights in Marriott properties over the last year. My company does an extensive amount of business with Marriott, so we tend to stay loyal. After this experience, I might push for us to go with a new company for 2020. Upon check in, I was greeted by an extremely rude individual that caused the check in process to take 45 minutes. Usually, I check in on my phone and am in a room within minutes of parking. Not a single time was I thanked for being a Platinum Premier Elite with Ambassador perk member. Additionally, they tried to withhold my free breakfast perk. For the cherry on top - the check in clerk tried to convince me that the rate she's giving me is so low that she could get in trouble for it. However, a simple Google search and Marriott app login proved that the rate she was "Helping me out with" was their going rate for the night...

As if I couldn't be anymore disappointed, I approached the check in counter later this evening and asked if my perk for free breakfast could be used for the room delivery option they offer for breakfast, as that was the case in the last Marriott Renaissance property I stayed in. She looked up my profile, (Again - didn't thank me for being Platinum Premier Elite with Ambassador perk. I've come to the conclusion that during training for this Marriott property they tell their team to not include the thank you to their most loyal members) The girl laughed at me and said "Absolutely not"

My question to you Marriott / Costa Mesa Marriott Manager - What else is going to go wrong for the next 3 days that I'm here? All of this has taken place over the course of 7 hours.

I'll be sure to update my review with what else goes wrong....

As promised, listed below is an update for what else went wrong....

I placed 3 service requests that took over 2 days to fill. Once they were filled, not a single one was filled correctly. Example: Asked for 2 bottles of shampoo and received 1.

I spoke to Eileen - the Front Desk Supervisor. Not only did she not apologize for a single thing, she did absolutely nothing for me for all the trouble this hotel caused my family and I. I asked Eileen to take a look at my review on Google to train her staff on where they could improve on, and she laughed and said that's not necessary.

All of the preferences I have saved for my Marriott profile were not followed. Example: Request high floor. There were 11 floors and I was placed on floor 3.

I spoke to Eileen once more when I had to go down to the front desk to fulfill my own request for supplies, and she looked up my profile. Again, no thank you for being a Platinum Member, nor did she apologize for the shortcomings of her hotel staff.

I will never stay in this dump again, nor allow any of my employees (several thousand visits annually to this area) to stay here either.

Another update: 5 days later and they finally charge my account, and it's off by $150. I even have the printed out invoice, as I expected them to screw this up as well. Sure enough, they're trying to charge me an additional $150.

Another update: I just got off the phone with Blaire - the Front Desk Manager about the incorrect billing to my account. (Again, my profile was looked up and not even the manager follows Marriott's practice of thanking someone for being a Platinum Elite) The "Manager" felt it necessary to argue with me claiming that the charge I received is just. After explaining to Blaire how simple math (basic addition) works and that she was wrong, she refused to apologize for arguing with me about the amount. Additionally, the "Manager" refused to offer any form of point compensation for all the trouble that her and her staff have caused my...

I was a domestic and international airline pilot for 35 years. I have stayed in more hotels than one could imagine and what usually stood out more than any accommodations was the way you were received and treated by the staff. My favorite example was an older hotel we stayed in that wasn’t the most fancy, sophisticated or modern but a favorite amongst the crews. The place was always clean and the driver that picked us up was always waiting for us upon arrival. The older lady’s that worked the front desk had hot chocolate chip cookies (pre Doubletree) and went out of their way to know our names and were more than welcoming. The reason for bringing that experience up was that recently my wife and I were attending a wedding that required a hotel stay. I booked the reservation well in advance and after some confusion with the booking process in dealing with points, awards and group bookings etc I was assured everything was in order. After an entire day of delays, miss connections, aircraft swaps, and no opportunity to eat anything beyond the snacks on the plane we finally arrived at the Orange County airport and made our way to the Marriott hotel in Costa Mesa. Upon arrival we were greeted by Chris who had to inform me that there were errors in the multiple booking that had been made under our name. To say I was in no mood to have to deal with this I was forced to call reservations because Chris was unable to beat the system. After a prolonged delay with reservations and being disconnected twice I decided to again ask Chris for some help. He sent us to get something to eat at the restaurant and came up with a resolution upon my return which allowed us a care free stay. In addition to his assistance that night when needing recommendation on the local restaurants as I approacehed the desk not only did he know my name he was spot on with his recommendation. I also have to give a shout out to the ladies that were serving us at the restaurant. They to could have not been nicer and more accommodating. So back to my Point. As nice as fluffy pillows, beds, and fancy accommodations were at this hotel the reason I would highly recommend and return to this hotel is the people and I hope they get recognized for their efforts and professionalism. Thank you Chris...

My wife & I recently visited this Marriott, as we often do when we are in town for business. The service is usually good, but on this particular visit, the service was absolutely top shelf.||It began with the diligent correspondence using the chat feature in the app with Pearl. She was so responsive and you could tell through the chat that it was so important for her to give the best service possible, absolutely amazing Pearl is, and very grateful for it. She made me feel like I was the only customer she had, and it was truly nonnegotiable to treat her guest any other way, then absolutely with courtesy and respect. Upon check-in, it was confirmed what a great personality she has, Marriott did an amazing job in hiring her! The same vibe was on display upon check out.||Later on, we realized we had forgotten our toothpaste, and Sabrina was at the front desk. She, too, acted like she was born to be in the hospitality business, and was absolutely wonderful.||Lastly, upon check out Malia was able to obtain some printed materials for me, had the brightest smile and again, Marriott did a wonderful job in picking their front desk employees.||With full disclosure, we are loyal to Marriott. It is just a wonderful thing, to be treated, so well, and is if people were waiting all day just for you to check in- especially when you’ve driven two hours, and have a lot of work stuff on your mind.||I recommend this hotel completely, as it also has wonderful rooms and a great location in Costa Mesa. Great job, Costa Mesa, Marriott!||So, I am going in to write a review and realize that I already wrote one!! Love this hotel and Its Front Desk Staff, as we stay here pretty frequently. Victoria is our latest Superstar at this hotel. She makes you feel like your issue is her issue and epitomizes what Hospitality looks like. I really cannot say enough about how great she is. She, along with Malia and Annie, were just amazing. I look forward to coming here each time, as there are a lot of choices, even other Marriott properties around the beautiful lake that the Property is on. The reason my wife and I keep coming back is the consistency of service. Thank you for hiring and hopefully taking exceptional care of these...