Hilton Orange County/Costa Mesa — Hotel in Costa Mesa

I’ve possibly just had the worst experience of a lifetime at this hotel as an honors diamond member. I found a $396 charge on my card AFTER paying for the room for two nights. Let’s start with my check in… the first room I was put in was about 90 degrees when i arrived and the air conditioning was not only broken - fully non functional - but there was nobody to fix it. It took about a half an hour in a baking room to finally arrive at the conclusion to move me to a different room. I was not offered assistance to help move my things as a single woman who has a disability. I’m also a graduate student for my doctorate in psychology and it was imperative that I be able to use the wifi on my laptop device, not just for fun on my phone. I arrived at the second room and needless to say it took probably another half hour for my room to cool with a service animal. Before I tried to connect my laptop, I realized I was missing a remote for the tv, exhaustion already set in. I called for service to get a remote and was told ’it should be there’, so after convincing the person it wasn’t in the room, they said someone would be right there with a remote... so I sit down to get the wifi up on my laptop. It wasn’t possible. I had to call again and the person I spoke to finally admitted that people have issues with devices other than cell phones and it might not be possible. I had four final papers to submit by 10pm and the gentleman suggested I go sit in the entrance area or try by the Starbucks. I ended up hot spotting from my iPhone thankfully and that worked. 2 hours later I still hadn’t received a remote for the tv… no big deal. Each of these things can happen and are fixable and I’m alright. 8pm rolls around and I submit my work for my grad program. Still no remote despite reminding the guy when I called about the internet service. 4th phone call in as many hours and I finally got a remote for the tv that offered no connected apps and 2 HBO channels and that’s it. I mentioned we are diamond members and we are allotted $30 a day for Starbucks, the restaurant or the little convenience shop. Also he told me I could use the microwave in the lobby because they don’t offer rooms with a microwave. Refrigerator doesn’t have a freezer department so don’t order ice cream. My bill for the extra $400 was for the food that was to be complimentary, a $150 pet fee for legal and registered service animal that I’d actually called ahead of time and notified that I would be arriving with, as well as notified the front desk when I checked in.

After half a day of being on the phone, I’ve been reimbursed for the pet fee and the $30 per diem. The remaining $185 charge is for damages… I inquired about what damages because im a spotless person and so is my significant other and they say its from a towel. There were damages to a TOWEL for $185. I’m still waiting to hear back regarding this damaged towel for $185. These people are awful. I’m just floored. I have to wait now for the cleaning manager to review the towel situation - I believe she mentioned a hand towel first and then backtracked. This place is completely irresponsible, unprofessional and money mongers. Management told me not to be frustrated on the phone. By far the most upsetting experience I’ve ever had at a hotel. 2 nights of very tacky service and amenities and a HUGE hassle. Had I not checked my card, I wouldn’t have even realized the extra charges. I’m beyond disappointed and just disgusted with how it’s been and being handled. Go to the travelodge in Newport Beach-hacienda location- and pay half the price. They have...

Terrible Experience – Outdated, Stolen Items, No Resolution - Do not trust Housekeeping or Management

My recent stay at Hilton Orange County/Costa Mesa was so disappointing. We attended a medical university reunion and we had two rooms booked amongst the dozens by other attendees. We also had a hospitality suite that was booked for a couple of days. Not only were multiple belongings stolen/removed/cleaned out from our hospitality suite, but the hotel's response was appalling. Despite filing multiple complaints with management, no action was taken, and they showed little concern for the loss we all experienced. Our group of attendees had gone out to dinner for a couple of hours and requested NO cleaning in our hospitality suite. We also had the privacy on. But upon our return, the whole room was wiped out including our food, drinks, expensive bottles of liquor, articles of clothing, electronics, etc. The room was still reserved for a couple of days. No one had checked out. No one requested a cleaning.

The staff seemed indifferent, and the management was unhelpful, offering no compensation or even a proper investigation. It was clear that the safety and security of guests or their belongings were not a priority at this establishment.

The guest rooms were large and we had the convenience of having our two rooms connected, but we could not even walk on the carpet because it was so sticky. We had to keep our shoes on to walk around. It was not comfortable. The furnishings are severely outdated. The bathtubs were cracked. The A/C was somewhat functioning although it was not clear if the temperature was accurate as the buttons seemed to function only half of the time.

To make matters worse, in addition to the items that were stolen from the hospitality room during our stay, the housekeeping staff did not respect my privacy request and cleaned out my room while I was sightseeing one afternoon. Luckily, nothing was stolen from my room, but hundreds and hundreds of dollars worth of items were stolen and removed from the hospitality suite that was still under our reservation during our entire stay. I went back multiple times to see if any of the articles of clothing or electronics were returned. And again, after MULTIPLE reports and complaints to management, they were dismissive and offered no resolution or compensation. The lack of concern for guest security was shocking.

This hotel fails in every aspect—poor cleanliness, lack of security, outdated facilities, and negligent management. As Hilton Honors members for decades, this one was probably the worse. I strongly recommend finding alternative accommodations and/or establishments for hosting...

Our check-in experience was the worst I've ever had at any hotel. We've had better check ins at Motel 6 than we did here at the Hilton.

When my fiance and I walked up, we greeted the front desk agent Marissa. She looked up and visibly rolled her eyes, at which point I said "we're checking in" and handed her my ID and credit card. Without a single word, she made the keys and gave them to us with no direction as to how to get to our room or where to park. We asked her if our room had a couch, and her response was "I don't know, we have like 5 different types of king bed rooms so some have them and some don't, I can't remember them all." She then started to walk away when we asked if we could get our bottled water, at which point she sighed and grabbed us the 2 bottles. So much for Hilton gold status.

My fiance went down to the corner market for some snacks later that day. There was one front desk agent there, an elderly woman who looked up at her, then went back to her computer screen. After a couple minutes of not being acknowledged in any way, my fiance grabbed one of the sheets they had to write down the items and the total amount to charge it to the room. She had wanted to pay with credit card instead. She couldn't believe the agent saw her standing there and opted to just ignore her and let her figure it out.

The thermostat in the room did not work. There was no air conditioning available, just heat. The water in the shower also never got above a lukewarm temperature. It was bearable, but we were looking forward to a nice hot shower at the end of the day. We notified the front desk but they did not send maintenance like they said they would. We were in a room at the very end of the hallway so we just propped the front door open for airflow from the hallway.

On a positive note, Nancy, the front desk agent who helped us check out, was warm and friendly. But we highly recommend the management team provide additional training for the rest of rhe front office staff to ensure our overall negative customer service experience does not happen in the future. We've both worked in hospitality as front office staff, and we've never experienced such an unprofessional check in and front...