Laguna Cliffs Marriott Resort & Spa — Hotel in Dana Point

I just finished a 2 night stay. No one big issue but many small issues snowballed into disappointment.

Frustrations began when we checked in. They said they only had us for one night, so I had to pull up the reservation to show them that we had it for two. They then said they “upgraded” us to a pool view room, but that was what we booked so we had to pull up the reservation again and they then apologized and upgraded us to an ocean view room.

We were disappointed upon arriving in the room as we had heard the resort was remodeled, but our room was already showing signs of age. The faux wood tiles were not adhered to the floor, there was mold in the shower, and the wallpaper was already peeling away. The toiletries in the room were light, only shampoo, conditioner, and lotion. No slippers, robes, or water.

There are two pools and we decided to check the pool closest to our room. All the pool chairs were taken, but eventually a chair opened up and we sat down. We were disappointed to see they werent serving the normal pool menu and instead a simplified menu with just tacos and hotdogs because the kitchen was overwhelmed. The pool was too crowded and swarming with kids so we left

We decided to stop at “The View” bar for some tea and water to bring us to the beach because the room had no water in it. The Starbucks was already closed at 11AM. We sat at the bar and after 15 minutes we left. The solo bartender didnt even acknowledge us during this time- overwhelmed pouring drinks for those on the patio and didnt have time to help anyone at the bar.

This is when the frustration set in. The hotel was understaffed, and this was our 2nd problem with the F&B. We stopped at the front desk, and they called up Jeff, the director of F&B. He heard our concerns, apologized, grabbed us tea and water, and also offered to buy us drinks and appetizers at dinner time. He owned the situation and we had no further F&B issues. The Outer Reef dinner was actually amazing.

Elite breakfast is simple, just fresh fruit, some pastries, coffee and tea, but really everyone was eating this. Downstairs there was a full breakfast buffet. $39, but for Elites its only $29. Food was adequate. There were scrambled eggs, potatoes, meat, biscuits and gravy, an extensive selection of fresh cut fruit, and an omelet station. For $20, it was worth it, but I wouldnt pay $39.

We checked out the second pool that day. Again all chairs were taken by 11AM when we arrived according to the pool boy at the gate, but we peeked in, saw open seats, and asked if we could sit there and were told that would be ok. This pool was much better than the other pool. Very few kids, a DJ, fairly quick drink service. It would have been nice to see the no-kids policy be official at this pool as the other pool was so chaotic.

I think our biggest frustration was our interactions regarding getting housekeeping. We heard from another guest that there was housekeeping only every three days, but we were told we could request it if needed. Around 2PM we were headed out to the beach and wanted housekeeping so we requested it in the Bonvoy app. We came back at 7PM to find out that the room hadnt been cleaned so we called the FD and they said they would send someone right up. We left for dinner, and came back to the room around 9:30/10PM only to find the room still not cleaned. We called the front desk to see what happened and Judy condescendingly told us that we should have known there is no housekeeping. We knew there was no housekeeping, but we requested it and they told us they would provide it.

At this point I asked for the manager again, and spoke with Michael. I told him how frustrated I was, he called me a “lost cause” and nothing would please me. I had to correct him- fresh towels and a refill of shampoo would have pleased me. He sent up William, the head of housekeeping with some fresh towels. W was actually very friendly and helpful, he offered to change the sheets too.

We checked out the...

At $800 per night, I was expecting top tier service and accommodations, but we received none of that. I booked through the Marriot Bonvoy website and apparently this hotel does not honor the packages, options, and deals that you get booking through Marriot, even though they are a Marriot hotel. I chose early check-in and when I arrived they explained that they don't offer early check-in (Even though this is an option when booking online). Then it just got worse from there. Here is a list of things where they fell short:|1. The room was OK and clean, but the toilet was clogged, there was tea, coffee , and cups but no coffee maker, and there were just no luxuries or perks that I normally see in top tier hotel rooms of this price range. |2. Loud music until late at night from a wedding and a corporate event that were taking place in the courtyards. We were unable to sleep because of this noise.|3. Soon after the music stopped, the A/C stopped blowing cold air so now we couldn't sleep because of the heat.|4. No activities for kids. They have a nice pool with a splash pad, but no planned activities as described on their website. Apparently, planned activities only take place during summer.|5. The food prices are astronomical plus there is a $5 delivery fee and a $10 service fee. In addition, the food is just average and in some cases below average. |6. Parking is $60 per night, but this is stated on the website so can't complain too much about this.|7. There is a $35 resort fee. This is also stated on the website but I hate resort fees so I'll list it here anyway.|8. Some of the pictures of the pool and outside facilities that are posted online are a bit misleading. They are either really old or of a different hotel, but they make everything outside look better than it really is. The outside area is not terrible but just not as nice as in the pictures. |9. When I explained that it had been a rough night and asked if we could have a later check out so the kids can sleep in a bit longer, the front desk woman refused. I am an Elite member, which entitles me to automatic late check outs but it seems this place is a Marriot hotel in name only and not in policy. I am not the type to argue so I didn't insist or mention the Elite benefit.|Overall, for the accommodations and service we received, we would have been better off staying at the Best Western down the street, which is closer to the beach and nice restaurants. Plus it would have cost a fraction of the price. I'm not sure why there are 4 or 5 star reviews for this place. I guess some people don't go out much and are easily impressed. If this had been a $200-$300 per night hotel, then I would not be so harsh with the rating, but this is based on the tier that they are classified in. I hope this review helps you make an informed decision about staying at this...

Oh...I so wanted to love and enjoy our experience at this beautiful hotel. It was a very special event for our family and we were hosting 6 rooms total to a two-night stay surrounding a wedding in the area. Everyone was grateful not to have to travel several hours to and from the event, plus have a chance to stay at this beautiful facility with the spectacular views. We met with the great reservation staff and established the dates/numbers of people and beds/types of rooms needed and had such a great 1st meeting in person with staff trying to set up this gift to special family members. Our room confirmations arrived right on schedule via email and were all in order. Ahhhh... I relaxed, knowing that this was a 3+ star resort. Sure, we had other choices, but this was such a lovely resort and very close to our event destination. When the check-in date arrived it was a sizzling hot and humid day...I tried to get to the hotel before any of our guests to be certain that their check-in would go smoothly and that their room charges would go onto MY credit card without any compromise. After standing for over an hour in the warm/sticky lobby with no one coming to our aid...with our agent trying to get the room assignments straightened out on her computer prior to our guests' arrival...and making multiple tries to different rooms just to get a room of our own and get checked into it...We walked the halls, complete with the bellman in tow ...and we finally got situated. But by then, the sparkle had left our eyes and we crumbled in our room...exhausted! Only half of our party got the rooms that were planned for them...one couple moved after the 1st night to another room and had part of the party sleeping on a cot when double beds had been ordered. There were also serious check out issues when none should have existed...and my weekend was colored by the confusion that never should have occurred at all. Those rooms cost us 5K for two nights, and the confusion and uncertainty on both check-in and check out robbed the joy of it all from me...not to mention the embarrassment of having one of our guests charged for their room by mistake. Unacceptable! I'm hoping that I receive a message from the Marriott regarding this unfortunate situation and that this is not the way they treat their Rewards members. Perhaps we just needed to stay in smaller, more intimate and attentive hotel. Note: this IS a very large facility and extremely busy...maybe...