Courtyard by Marriott Los Angeles Hacienda Heights/Orange County — Hotel in Hacienda Heights

TLDR: Room reeked of cigarette smoke and had visible ash covering furniture. Hotel manager Carlos was pretty horrible in customer support, problem-solving, and basic empathy for his paying guests. Really, stay somewhere else...||||--||||We are traveling with our kids aged 3 and 6, and booked this hotel for 2 nights for connected rooms. We needed the two rooms because we could not let our kids sleep alone in a room. ||||When we arrived at the hotel, one of the two rooms reeked of cigarette smoke. It was so strong I could not stand to spend any time in the room. I took a photo of the nightstand as an example, you can see cigarette ash on the nightstand and phone.||||The hotel offered us two rooms next to each other but not connected -- we would have to walk in the hallway for a little bit to get to either room. It was going to be a long, horrible night.||||In the before times, I traveled a lot, and I have never met a hotel manager with poorer basic customer service skills than Carlos. When I spoke with him, I asked him to please go with me to the room they booked us into originally. He refused, saying "I don't need to, your nose is much more sensitive than mine." He next stated without my asking anything "We changed your rooms, I can't give you something I don't have." Stunned, I explained politely that we would not have stayed in the hotel if the rooms weren't connecting and this would be a big hardship for my family. He said without any apology "I'll waive the parking fee." I asked if that was the best he could do for me, and he said he would also give me 10,000 points (which isn't even a night free at the lowest hotel in Marriott's portfolio). ||||I had Bonvoy Loyalty book us another hotel nearby with connecting rooms, and cancel our reservation at the Hacienda Heights hotel. When I went to pick up my luggage and move it, my key didn't work at their side door. When I asked my friend Carlos at the front desk whether my key worked to retrieve all of our luggage from the room, he proceeded to take my keys and go thru a condescending 5 minute demonstration of how to use a key properly at the front door of their hotel.||||No sorry it didn't work out, no sorry your room was literally an ash tray, no please come back next time. No offer to help me with the entire cart of luggage I had to take to my car.||||I hope this hotel's owners might read these reviews and provide Carlos with a refresher course in how to provide proper welcome hospitality to guests, and to help solve problems, not create them.||||I'll leave it to the case I opened with Marriott Corporate to investigate why we were provided a room at check-in for my children to stay in that had visible...

As an SPG/Marriott member for over 23 years, this is my first negative review. I booked this stay on the Marriott website. I had the website show prices "with fees and taxes". I then booked a non-refundable rate. Three days later I receive an email titled "plan for your upcoming stay". In that is an alert regarding COVID protocols and another alert that there is a parking fee. I recognize that a parking fee may be charged at a downtown hotel, but did not expect it at a hotel in a neighborhood lined with strip malls. Upon checkin I informed the staff that I was not aware of this charge and by the time I was notified it was too late to cancel. I was told the manager would be informed. Once I received the key, I was told to park the car and go in through a different door which is closer to my room. My key did not open the exterior door. I went to the front desk and had another key issued. On my next trip to the car, once again the key did not work. This time another guest told me that the key must be placed on the sensor for 5 seconds and not to move the key during that time. I went to the front desk to tell them that this sensor was not working properly. The staff member went with me to the door and then said that I need to do just as the other guest stated. I told her that she did not tell me this when I checked in. The next morning I saw no setup for breakfast so I went out to Starbucks for coffee. Upon return, I noticed a few guests walking around with coffee. When I asked at the front desk, I was told coffee would be prepared on demand. Again, I was not told this at checkin. When I checked in, it was not busy. That person was not rushed, she just did not inform me of several issues. On the day of checkout I started to move my belongings to the car and left my key in the room. When I went to the front entrance, it was locked. I rang the bell and knocked on the glass several times. After 5 minutes someone came out. At checkout, I was charged for a beverage. I had chosen a $10 food and beverage credit for my platinum perk. The person at check out did not know why I was charged and took some time trying to reverse it. Eventually she succeeded. In my 20+ years staying at marriott hotels, I have experienced mishaps, but not this...

I will get to the worst part shortly, however I think the whole experience should be disclosed. When arriving on Sunday night for a 5 day business trip I arrive at the hotel and check in. Walk into my room and it immediately smells like someone just used the restroom and didn’t flush. I was understanding as maybe the cleaners needed to go and proceeded to flush the toilet and air out the room. Also, noticed the Ethernet port on the back of the TV for LAN network was inactive. That’s not a huge deal.

The next day, Monday, after working I arrive back to my room to find a bug on my sheets. I throw it away and check the sheets. Nothing else.

The following day, Tuesday, I get back to the hotel after work and take of my shoes. Walking to the bathroom my socks get soaked by the carpet. I think maybe there was a spill or something and put a towel down and go to bed.

Wake up this morning, Wednesday, to that towel being completely soaked through with a liquid that has a yellow tinge to it. I proceed to pack up and replace the towel. Just in the time it took me to pack and walk my stuff to my car that towel was also soaked through with the same colored liquid.

I then proceed to the front desk to check out and am informed there is no refund for the remaining two nights I had booked. I call Marriott Bonvoy and they inform me the only team able to refund is the hotel manager. So I proceed to call the hotel and ask for a manager and the same lady I talked to in the morning answers and says “I am the manager”. She then proceeds to say she will talk to someone else and puts me on hold and then...