Sonesta Simply Suites Anaheim — Hotel in Garden Grove

This was the most horrific and disturbing experience of my life. Jackie Rivas who was at the front check in was extremely rude and my consumer rights were violated. I was discriminated against and not treated fair. The most uncaring person to be operating a hotel and interacting with guests. I am severely scarred for life. I was treated like a criminal and discriminated against from the moment I walked in. I was denied a resolution, had my money stolen, violated as a human being and had the cops called on me and my 6 year old son along with the guy behind me who stood up for me had the cops called on as well. We were told we were “trespassing”. I was told my card was a prepaid card and that it wasnt a bank card. It is my bank card. I just used it for another Sonesta location in Irvine the night before. I showed the lady my receipt from that hotel that had the same card number on it the night before she refused to look at it. I showed her my bank account. She didn't look at it. Kept insisting it was a prepaid card. She showed me a binder with a list of cards not accepted by that hotel and mine WAS NOT in it. I don’t know why she even showed me that as a way validate what she was saying because it validated she was wrong. She insisted this policy was on their website and the website I used to book it. I have combed through everything and it is no where to be found. Again this IS my bank card. She told me if I put the holding deposit on that card I may never get it back. Knowing it's NOT a prepaid card I was ok with whatever she was saying. she clearly didn’t know what she was talking about. She then changed her mind and denied it again. She was very argumentative and on a power trip from the moment I walked in I felt uncomfortable with this lady. The gentleman behind me offered to put the $200 holding deposit on his card and she agreed it was ok. Then he mentioned how she was treating me was not ok then she took back the agreement she just made. I offered cash as well. At this point this is for just the holding deposit not for the prepaid room. She stopped helping us all together and was ignoring us. Called the cops. I asked for a refund and to be assured with a refund that I would have to call Agoda to get one. I had Agoda on the other line trying to reach her and she was ignoring their calls. She told me to first get a refund by calling Agoda and then simultaneously a minute later changed her mind. She was on a power trip and started taking back everything she told me. The cops came and escorted us (me, my 6 year old child, and the kind gentleman that just checked in and stood up for me) out for “trespassing”. She then even denied the kind gentleman his room and kicked him out of the hotel who offered to put the deposit on his card (After he paid for his room and everything). There is something very wrong here with this lady and how I was treated with my six year old child. I am ok being denied something. But she wasn't basing it on facts. And if you don't want to take my card for a deposit then just refund me my room so my son and I can go book another room. These rules are ONLY posted on a piece of paper at the check in window. Not online. And they think it’s ok not to refund guests. I will be looking into legal actions against this hotel for what they did. I am a single mother and this is no way to treat another human being. I was not offered any help or resolution. Do not book this place! They just take your money and can say whatever they want as their policy and will keep your prepaid room. This woman is evil and practices non-humane business practices in the hospitality industry. A single mother traveling with a 6 year old to a pre-paid room shouldn't have the cops called for “trespassing” and money kept with no resolution. Absolutely ruined my trip and will seek damages. Based on other reviews looks like I am not alone....

We stayed at the Sonesta Simply Suites ONLY because my husband was having surgery at a nearby hospital. ||||||Things we have encountered so far at different times until we checked out EARLY on Tuesday, July 23. We were scheduled and paid for us to be there through Saturday, July 27||||||-Electricity out due to maintenance work||-Cold water out due to maintenance work||-Hot water out due to maintenance work||-Before 10 AM the fire alarm went off without warning as part of the maintenance activity - scaring everyone. ZERO communication from hotel “management”.||||||||||The rooms are cleaned weekly: This week I left a $10 tip (we're far from wealthy) and requested a chair to replace the “plastic bathing chair” so that my husband and I could eat together, 2 extra pillows and extra towels. The money was scooped up and we got nothing.||||||One evening, as we were bringing our dog back in from her evening walk, the night/assistant "manager" Eva confronted us to tell us two things:||||||1) Clean up after your dog and||2) "Bring your own bags; you have a big dog."||||||I told her “We are the only ones that do.” When I shared that the property was littered with dog feces since the day we arrived, and that the hotel’s Pet Waste Stations didn’t have disposal bags, she said it was our responsibility to get our own bags only because we have a big dog. What? Eva told me she was generating a memo for everyone in the hotel reminding them to pick up after their pets. The memo was never produced and the pre-existing feces remained.||||||Worth mentioning here ||When the electricity was going to be out, there was a memo||When all the water was going to be out, there was a memo||When the hot water was going to be out, there was a memo||No memo for the dog poop||||||We have a bonafide service dog and this woman is telling me because they ran out of doggie bags, we needed to go buy some. I have pictures of the empty dispensers.||||||There is a group of about 50 people staying at Sonesta Simply Suites in Garden Grove who go around on hoverboards not just in the parking lot (it looks like fun!) but on the curbs near entrances AND inside the hallways. I'm no party pooper but it's simply unsafe. I was almost in and saw multiple “almost” collisions. Looking at a phone and a hoverboard don’t work well in public places…||||||BTW, we are in a handicapped room and neither the toilet nor the step-over tub type shower are ADA compliant, there are no hooks, the toaster has wires sticking out which I discovered when we were able to reach the top shelf it was on in the cabinets.||||||The electronic room/hotel access keys were ridiculously unreliable as my husband had to get rekeyed at least a dozen times. Ridiculous. On every occasion, he was told, “We’ll have to talk to maintenance about that door.” They never did. ||||||The room has a queen bed with a broken pleather recliner shoved in one side so a guest has to climb to get in the bed.||||||Finally, we couldn’t figure out why our dog and I were itching. I figured out on the day we left.The room had both fleas and bed bugs. Our dog takes an oral prescription med for months so she had none when she showed up but my God, she had chewed every part of her body she could reach. We had to leave. Two people over 65 chose to drive through the desert rather than stay another night in hotel hell.||||||Worth noting: I am waiting to have knee replacement surgery so I hobble around a bit AND my husband had cancer surgery 3 days after we checked in and still had to deal with the most sub par property in the OC.|||||| This was horrendous. We checked out FOUR NIGHTS early due to the disruptions, bug infestation and inadequate management.||||||I have lots of pictures to...

*UPDATE TO THE OWNER RESPONSE *

That’s a total lie. You guys are a scam! You scammed me of $419. I want a refund of my $286 that you guys stole from me. Do not lie. I called the very next day and there was already a new person in the room. There was no shampooing of this room nor is there of this entire hotel… don’t lie to people. This hotel has dog pee in every hallway the worst smell is in the stairs. 3 days of not using the room. That’s ridiculous! There was no smoking in the room of any kind. The only evidence that you guys found was taboo from a cigar in the trash can! That should not be a fine of $286. You guys are taking advantage of me and scamming me! This hotel goes for less than $100. No way I should have got Charged $419!!!

FILTHY!! SMELLS LIKE DOG PEE IN EVERY HALLWAY. If I could give this extended stay hotel a 0 star rating I would have. The elevators smell like pee it’s an area known for gangs and drugs. Expect to pay $7 for parking. They need to clean the carpets throughout hotel. If you roll a joint/blunt inside the room expect to pay $290 extra fee.. even if you don’t smoke in the room. I stayed here and I got charged in total $419 just because I rolled a joint and went outside to smoke it. Come on like I’m sorry my weed is so good that it’s so strong it smelt the room. Please believe that if I smoked in the room the whole entire floor would smell. There’s a security guard walking around the parking lot which is great.. but even though the security guard saw me smoking outside they still charged me $286 for not smoking in the room. I called and spoke to a couple people and explained what I did and they didn’t want to hear anything that I mentioned.. manager just kept talking over me and not giving me a chance to explain. Rolling a joint or not I still didn’t smoke anything of any kind in that room. They said they needed to change the filter in the room because of what I did.. they are taking that I little too far because the smell of my joint smelt way better than the smell of an old hotel room. I can guarantee that the filter wasn’t changed for a long time before I was in that room… but all the sudden they want to change it… you should have done that beforehand because the AC smelt so gross when it got turned on. Make sure you check your filters in the AC if you plan on staying here. NO WAY EVEN CLOSE TO A $419 HOTEL room. I wouldn’t even get charged for this at a $300 hotel room. Do not stay here! They will find anyway to charge you extra for anything. They said they have evidence of me smoking in the room but how can you have evidence unless you saw me physically smoking in the room and have a hidden camera watching my every move in the room. They also said they took pictures so I told them to send them to me but the manager kept getting loud n trying to talk over me and then hung up on me. I want the pictures and evidence of me smoking...