Anaheim Marriott Suites — Hotel in Garden Grove

Yesterday (Saturday 12/14) morning we called the desk to send housekeeping to change the sheets in our room, because our 6 year old had spilled a water bottle. |The man I spoke to said that they would send someone right away, so we left for the day and spent the entire day at Disneyland. We arrived a bit past midnight only to find that our room had not been serviced at all.|I called the front desk and spoke to a man and let him know what had happened, he said he would send someone right up. I had to call twice to make sure that someone was coming because it had been 10 minutes and no one had showed up, please keep in mind that we bave a 6 year old who was falling asleep after a long day at Disneyland. I would not have been worried about the timing of it was just my husband and I. Finally when someone showed up it was a man who did not seem to be a housekeeping staff member, he brought a pile of sheets and a pillow he did not offer to replace the sheets on our bed he just handed them to us and we were expected to change them ourselves, something I find inappropriate in general but in particular in this situation as the hotel failed to service our room as requested. |I called downstairs to the desk and expressed my dissatisfaction and disappointment. I asked to speak to the manager, the man that I spoke to said he was the manager, (Jeff) and I expressed that I was very disappointed and upset and he did not offer an apology or to handle the filing of our complaint. This is a horrific lack of customer service and as a Marriott bonvoy member I have never had a negative experience in a Marriott bonvoy hotel in the states. I intended to file a complaint within the hotel as well as on corporate level. ||Well today Sunday 12/15 I went to the desk to discuss my family's bad experience and check out. I truly wanted to just feel valued as a Marriott member and guest, but what ended up happening was the worst hotel customer service I've ever experienced. ||I expressed that we had a bad experience and the man at the desk named Carlos was incredibly dismissive and disrespectful. He tried to say that us asking for late checkout was compensation and I explained that actually we had wanted late checkout before any of this took place. He stated that "to be frank, it's not the hotel's fault that your son spilled water" when I had stated the issue about us having arrived to our room not having been serviced and that I thought it was out of order to have been given sheets for us to make our own bed when we're paying to stay at the hotel. I was literally dumbfounded at his claim, because certainly the accident wasn't the hotels fault however they are responsible to service our room. I stated that we prepaid for our room and that I recognize that the lack of service wasn't his fault in particular, I wanted to know what he was going to do to make the situation right. He spoke over me and interrupted me repeatedly, with condescending, disrespectful tones. I expressed that the way he was speaking to me was not appropriate, and he probably wouldn't speak to me if in such a way if I was a man or not Latina and that if the roles were reversed he would probably be just as disappointed as I am. He blew up saying that he was Mexican and that he was done with the conversation because now I was bringing race into it. I had literally observed him speaking politely and respectfully to other hotel guests, but honestly with how aggressively he was speaking to me and speaking over me and gaslighting me while I was complaining by saying that he wasn't raising his voice I truly didn't feel safe or comfortable to keep the conversation going with him, so I got my folio from him and exited the hotel. I called the corporate number and filed a complaint. ||I truly urge ANYONE from ANY background considering this hotel to not bother booking here. There are numerous hotels all over the area, please do your research and avoid this hotel at all costs, may no one reading this ever experience anything like I did. I would rate this 0 if I could. ||(By the way I tried to upload a photo I took of the bed and the sheets we were given but the site won't let me...

Very disappointed in this stay. Arrived around 3:45pm on 2/9 for a 1night stay. Was originally booked for 3 nights but I stayed at a Springfield in Corona last night and I’ll be at a Courtyard in Irvine tomorrow, so only here for about 15 hours. First negative, at check-in I’m told it’s $25 to park my rental car. I use the BonVoy app and have the filters set for “all-in” pricing. I don’t use any of the hotel booking aggregators that reel you in with a cheap room price and then add “resort fees” and taxes fees you’ve never heard of before. OK, it’s an extra $25 to park-bummer. But good news, I am eligible for an upgrade and it’s available. (I know this is already an all suites hotel but maybe it will be special.) Get in the room and while the footprint is larger, the furnishings were the same as my business partner’s room on the 12th, except his room had a bag of treats waiting for him: Some chips, candy, a Cliff bar and a decorative bottle of VOSS water. I was handed a bag with 2 Costco -like bottles and my room key. Dropped my bag in the room and headed to my friend’s room to watch the Super Bowl. He was in 1231. After looking at the menu online, we called the Route 22 restaurant and asked if they offered room service. They answered that they did. We told them we wanted to order some food for delivery to 1231. A Fried Chicken sandwich, an order of Fish and Chips and an Ultra beer. He repeated it back and then asked if we wanted it delivered to the room or did we want to pick it up? When we questioned the difference we were told it was a $5 delivery fee. We confirmed that was OK and concluded the call, but we joked that if we wanted “takeout” we wouldn’t have asked about ROOM SERVICE. Meals arrived and the food was barely passable. Tartar sauce looked and tasted like it had gone bad weeks ago. 3-pieces of fish was a generous portion, but regrettably it wasn’t very good so only ate one. Slaw was WAY over seasoned and the fries that came with my friend’s sandwich were tepid, as though they had been under a heat lamp for hours. My fish and chips was served with Kettle chips, which was a first for me. Never heard anyone serving potato chips with fish. These seemed to have been house made because they were not in a bag and tasted stale. The only bright spot of this $70 dining experience was the chicken sandwich which my friend said was good, and my beer was cold. Game over, and I returned to my room to get some work done before going to bed. That’s when I noticed there wasn’t a trash can at the desk. I got up and walked around to discover there wasn’t a trash can ANYWHERE in the living room: Not by the coffee machine stand, TV, or sofa. The only trash cans in this huge space were under the sink and next to the toilet. Feeling tired, I decided to get in bed. That’s when I heard the rumbling mechanical noise from the wall adjacent to the elevators. The rumbling is so strong it can be felt through the headboard. I called the front desk to confirm the noise I was hearing in my “upgraded room” was the from the elevators. The desk clerk verified that was the case. After a brief discussion on the merits of whether a bigger room with more windows counters the nuisance of the noise generated by the elevators. To her credit, she offered to move me but I was already unpacked and didn’t want to deal with the hassle of moving. I have ear plugs and a sleep aid and it is only one night. However, I have stays booked for March and June and I suspect I will be canceling those based on this experience. And the place lacks any nods to 21st century upgrades such as USB ports at desk or nightstands. Consider me the Unhappy Camper. Lastly, took a shower and waited over 5 minutes for water to get hot. When it did, it would float between scalding and Luke warm without touching the regulator/mixing valve. I provided a picture of the shower products as a joke because the brand is “ThisWorks”, to which I can say, that’s about...

The first time we stayed here, my rating would have been much different. Our room was clean (though outdated), the price was right, the staff was exceptional, and we had zero issues.

Due to this, we decided to book a second time barely three weeks later for another Disney trip. My wife is a Marriot Bonvoy member so she called their customer service line to book using points. The lady took our card and charged us for one night using points (free) and the second night with our card. She took all of our card information and informed us we only had to pay parking and deposit on site. Great!

When we get there, my wife checks in and we go to our room. The very first thing our friends notice is the elevator situation. All of the tags on the elevator expired over a year ago, which one of our friends who was not with us the first time pointed out. We made a joke about it, only to get scared the next day when two separate elevators stopped on us mid going up with jolts, only to take us back to the first floor. If we weren’t high up, we would have taken the stairs out of uneasiness.

When we get to our first room, the water doesn’t work. Anywhere. Nada. As well as the outlets. We called the front desk. The ONLY helpful person in this experience I did not get her name, though she wears glasses and (I believe) has some tattoos. She immediately changed our room, though we needed new sheets for the sofa bed due to the fact they obviously haven’t been changed and were dusty.

The biggest issue was when I finally sat down and looked at what the hotel charged me. Somehow they charged us for a full night. Out of confusion, we went downstairs. The same lady in the glasses was able to see where the discrepancy was, profusely apologized, and stated that at the end of my stay we would be refunded with our deposit as she found that we fully prepaid for our stay with points and card.

I wish I pushed harder to have it resolved instantly, because upon checkout when we wanted reassurance the same lady who checked us in (she said she was the manager, I believe her name was Pam or along those lines) said we were wrong and we didn’t pay for one night. Yet the night before someone else was able to see we paid in full ahead of time? She stated their hotel doesn’t take prepayment over the Marriot Bonvoy line ( red flag - someone should tell the Bonvoy line that then, as they charged me). She then talked herself in confusing circles saying we didn’t pay for a night we didn’t stay for (Friday) when we stayed different days (Saturday Sunday). I tried to ask who the other lady would be and if we could contact her, but she seemed she wouldn’t budge and just didn’t want to deal with us whatsoever.

I had to ask for her boss’s information. She tried to tell me there wasn’t anyone else to contact until I insisted then she finally gave me a card. She swore she would have me contact him.

Surprise, surprise, it’s been a month and we haven’t gotten ANY emails or phone calls. Not one. I even sent an email off the card to the director Carlos and never got a response.

In conclusion, was charged three nights when we only stayed two, scary elevators, and having to switch rooms because we didn’t have basic necessities like WATER.

We have decided to never deal with Marriot Bonvoy ever again, with the amount of lies spewed by this hotel’s manager. Worst experience I’ve ever...