Paséa Hotel & Spa — Hotel in Huntington Beach

I'll start with the positive. The hotel was clean and nice, and you can't beat the atmosphere. A little loud party place, but during the day it's a blast to sit out on the pool and have the music going all day. Some of the staff members were delightful, but not enough. The location is also pretty unbeatable.

Now, for the problems. The customer service as a whole was subpar at best! I booked this weekend for a girls trip with my best friend. We haven't had a trip just us in a decade and needed a place to meet in the middle of our locations because we don't live in the same cities. I confirmed MULTIPLE (did I say multiple?) times over the phone with staff that we would get two of everything in our package because we were driving separately and were two separate people (not a couple). I was told on all occasions that this could be done and was not a problem... yet every time I called, I had to go over it again because the accommodations were not made. Fast forward to checking in... same issue, they gave us one of everything (spa credit, parking, etc.). I expressed my concern and frustration as I had verified all of this when booking and with a manager before arrival. I was told at the desk, it was not a problem, and "would be taken care of". Fast forward again to check out... I was charged for everything and no accommodations were given as promised. I complained, the staff member called the manager over, the manager (Joel) came over and approved the adjustments, told his staff member how to comp those items, but never addressed me or apologized for the inconvenience, didn't even look me in the eye. That is terrible managing customer service. I was not being outlandish, I did not make a scene, and I definitely didn't deserve to be ignored.

The food was okay, not worth the price you pay. We were told the wrong time for breakfast (an hour earlier than it had actually ended) when we called down to guest services, so we missed out and lost our package breakfast credit. When I asked what could be done and told them we would have made it if we were just given the right time, I was told "nothing". Maybe if I had thrown a fit I would have been noticed more, but that is not my style. I ask and hope but will not make a scene. We also made reservations for dinner, were put in a corner and when asked if we could move closer to the patio edge for the sunset, we were told those tables were booked up. At least 4 of those tables remained empty the entire time for our dinner. Because we were shoved in the corner and there was a huge party at the fire pit that kind of overshadowed our table of two, we were often forgotten about, left without service for long periods of time, and not checked in on. Frustrating to say the least when you are paying $600 a night for a room. I may not have all the money in the world and scream "high-end babe" but that is what made this trip more meaningful... it was a splurge for both my best friend and I, and we were not treated as if we were paying $600 a night for a room.

I would rather stay somewhere else, for a little less money, or even more, and get better customer service. Customer service creates repeat customers. And I will not be...

So unimpressed! The hospitality was absolutely horrendous. When we pulled in we weren’t told about our options for parking they simply expected us to valet (which is really the ONLY option in this area and that’s not mentioned anywhere on the website). We valeted our car and walked into a mad house. Right off the lobby (which admittedly is beautiful) is the pool which was so packed. No way that space was limited to a certain peerage for social distancing! It was loud and looked like a spring break party on a Saturday afternoon! Certainly was not the calm place the pictures portray and did NOT meet the expectations of a COVID stay.

We proceeded to check in. The young man who checked us in was cold and short with us. Hardly gave us instructions on anything. Didn’t inform us on pool protocol or the fact that they wouldn’t be cleaning our room daily. Luckily, I had already read this online and knew ahead of time. Also, they didn’t mention anything about how to get the beach rental gear or bikes.

The $35 resort fee is really of frustrating given the current circumstances. I don’t typically mind but when half of your amenities aren’t given (beach butler service, fitness center, pool time limited) what am I paying for? With the beach butler service being unavailable, you can access the beach out a gate right off the pool area. However, You CANNOT get back in that gate (no card censor and it’s locked). So you have to go all the way around up the front stairs with all your beach gear to get to the front door. They stated this was for the “safety of the guests” but the door appeared to have a censor for the key fob previously in place but appeared to be out of order. Besides that, they forgot to provide our room with robes, flip flops and hand towels. I had to call to ensure we got coffee and water each day as promised in the resort fee as well.

As soon as we got to our floor, it smelt extremely strong of marijuana. $140 over 4 days really didn’t buy us much. Our room faced the wedding venue which had a loud live band. Luckily, quiet hours start at 10. The fridge is tiny. Good things - The aesthetics are nice and the beds are pretty comfy! Ample room to settle in and get cozy. The beach rentals are a nice inclusion as well. We utilized those quite a bit. The pool continued to be overcrowded through the weekend. We maybe got an hour of use before deciding to go to the beach instead.

Every time we called valet it seemed we reached someone rude and inhospitable with us. We encountered 2 very nice gentlemen whom which we tipped.

I’d be lying if I said we felt comfortable here. Definitely felt like you had to be of a certain socioeconomic level to feel comfortable here.

Furthermore, our floor continued to smell like weed for 4 days and our bathroom smelt like smoke on some occasions! The balconies are not private what so ever and the area out there smelt of weed as well.

Overall, Pretty unimpressed with our stay. I have been to plenty of high end 4.5-5 star resorts and never have I walked away thinking I wasted my money. This weekend, I wasted my money and didn’t leave feeling rested or...

Second year renting a fire ring at the Pasea ice skating rink. Did this last year with my family. (3 * out of 5) This year wanted to the same but extend it to include friends for our wedding anniversary. Well over $400 later, reserved and paid for a fire ring nearest PCH, limited to 6 people. I really wanted to invite my family (3 of us) and two more couples that have been such close friends over the past 30 years. Looking at pics from Pasea the fire rings have had settees and chairs around them. I didn't want to show up with one additional person and have their rep tell us that one person in our party couldn't come in, so I called 4 or 5 times trying to speak to a manager. One time, (only could speak to the front desk - no one else was in charge of the event) a hotel rep told me I could bring as many as I wanted but there would only be enough seating for 6 people. If I wanted more than 6 to be seated, I'd have to rent another ring. ($800 plus - Wow) The other times were no, no and no - there was nothing they could do or offer. I was willing to pay for additional seat (one), but they wouldn't accommodate. (Please note: the day of our reservation I did speak once again to the front desk, the rep did want to get me in touch with the manager - he did call me back, my phone intercepted the call, I tried to call back, left a message, but never heard back from him.) So I didn't extend the invitation to our other friends. I still feel wretched about excluding them.

When we got there - we navigated through the maze of the hotel to get out to the patio. Once getting outside, were met by a man (a hotel rep) in a suit jacket directing us to go the where people were getting their skates to check in for a fire ring. We stood in line, waiting to get up to the check in and we were re-directed to the bar across the other side to check in there. We go over and a young lady was helpful and checked us in. We got to our rented ring and there were (7) SEVEN white Adirondack chairs. I felt horrible, we could have had our friends join us!

The actual event review is this: The fire rings gave out no heat. Throw blankets were provided. I suggest you bring your own. (Still cold) DON'T GET THE NASTY CHAMPAGNE, unless you like your champagne tasting like cotton candy and blue in color. The service was slow.

Fool me once, shame on you. Fool me twice shame on me. Believe me I won't be fooled...