Atrium Hotel — Hotel in Irvine

if I could give negative stars I would, that's how terrible my experience with this hotel was. Dont give this hotel your money - or access to your card! Not only does this hotel lie about their policies and discriminate against guests with disabilities, they'll also charge you an amount that was not discussed, without consent, and without cause!

I have Nyctalopia aka semi-blindness at night which requires me to have a service dog. Per the Americans with Disabilities Act of 1990 in Title II and Title III.."A place of public accommodation or public entity may not ask an individual with a disability to pay a surcharge, even if people accompanied by pets are required to pay fees. Entities cannot require anything of people with service animals that they do not require of individuals in general, with or without pets."

However I always check to see if a hotel is "pet-friendly" (it's easier than educating staff on the laws). On Hotwire, The Atrium hotel in Irvine is advertised as pet-friendly so I purchased a 2-night stay. When I arrived I was told there is a no-pet policy though! Regardless I explained I had a service dog who was marked with his vest and service dog patch and on leash. They asked what my disability was and what services my dog provided me so I told them. then the concierge asked for "documention".This is ILLEGAL although trying to be as accommodating as I could I showed my dog's registered profile with picture and provided my dogs registration number. She was very short when answering. I could tell she wasn't happy about my staying there.She said the hotel would hold $100 ($50/night I stayed) in case of damages or additional charges. i said that's fine.

Upon checkout i asked about the $100, and the concierge said it'd be released today back into my acct. I left thinking everything was fine then tried to pay for something and noticed my acct was $300 short!!! Low and behold the Atrium changed my agreed upon hold amount from $100 to $300!! I immediately called and was told due to damages I'd be charged a cleaning fee. I asked what damages? I always clean up before I leave a hotel room. The unfriendly woman said it was for having my dog! (my service dog mind you!) they charged a cleaning fee. that's discrimination I said! She then said well actually it's for damages from your dog that the housekeeping lady said there was dog poop on the towels!.. let's think about that for a second.. I mean come on! that's beyond disgusting. Not only did my dog never poop in the room, what was on the towels was foundation from my makeup- which would have been tan with black from my eyeliner. so I think itd be pretty obvious that wasn't poop plus NO SMELL. so I asked the lady on the phone for "documentation". surely if they illegally asked me to provide proof of my disability they could surely provide proof of why they were charging me $300! and then to my bewilderment she said they didnt have any!!! and she couldn't do anything until the manager came in the following day. Completely livid I hung up the phone and called Hotwire and explained the situation and aghast, they called the hotel. They were told the same thing I was, that the manager, Lupe, was out and to call tomorrow. the next day I tried calling Lupe myself but after playing phone tag with this guy for a few hours i just called Hotwire again and had them call the hotel (shocker! he answered this time!) The manager, Lupe, said they wouldnt charge $300, that theyll just be charging $145 for a "cleaning fee". The hold of $300 would fall away once the payment posted. Hotwire also confirmed they ARE a pet friendly hotel so I'm not sure If the staff at the Atrium just doesnt like pet owners and their pets so they lie and say they're not pet friendly or if they just lie on their site to get more people to go there and then charge them a ridiculous fee upon leaving like they did to me.

Regardless I didnt deserve to be charged anything- period. The staff are rude, discriminatory, and thieves. Atrium Hotel you...

Honest Review - First impression is the curb appeal is very nice... Well manicured landscape and beautiful entrance. Lobby is very nice as well as the front desk emloyees. At check in there was a problem with the hotel wanting a $50 per day security deposit. Which wasn't stated on Expedia's website. (most hotels only want  a credit card on hand) I was staying for over a week, I didn't want that much money hold on my card in case of an emergency. They did make an exception for me and allowed me to give a much lower cash deposit. Now I'm headed to my room. The first hallway was a bit run down but not too bad. I find my room on the first floor and it is very run down. Once inside there is overwhelming smell of marijuana smoke. There was a obvious butt print on the bed and several personal items left on the bathroom sink. The security latch for the door was broken and didn't work. I called front desk and they sent someone up immediately with a new room key. This room was on the 3rd floor way in the back. This room was much nicer except for a little musty smell and someone put tape over the SMOKE DETECTOR!!! The next morning I make my way to the hotel restaurant for breakfast buffet. $14 for scrambled eggs, bacon and home fry potatoes. My coffee was another $4. I felt it was too overpriced. Now I walk around a bit to see the hotel. The outside pool and bar were very nice even though they were closed because it's winter. Back inside the first and second floor hallways were littered with drink glasses. (which remained there my entire stay) Only a couple ice machines work. The items in the vending machines are CLEARLY really old and dust covered. The bottom tray were you retrieve the item had ALOT of crumbs and old food from broken packages. I did not buy anything. Back to the hallways, there obviously isn't many if any house keeping staff. The hallway rugs appear like they haven't been vacuumed in a long time. I noticed discarded items all over the halls and elevators that weren't picked up my entire stay. My last day i finally saw the first maid. Almost forgot, the bar charges $12.99 per mixed drink!!!! The airplane I took only charged $7.50!!!! Also be prepared to pay $18 a day for parking and $10 a day if u want a dirty mini fridge.

Would I stay again??? Only if I had to.... Please hit like if this review...

beware of the $28 super expensive overnight parking charge - if i had done more research and read more reviews, i wouldn’t have chosen this hotel. it does not make it really cheaper for the value at all with such high charge on the parking. i would rather stay at my usual marriot brand hotel n pay a little more.

service was decent upon arrival at first and the room was OK - it’s def a bit outdated and seemingly clean until you look at the floor (carpet) which had a lot of stains on them. bathtub itself was clean but the floor in the restroom could use more attention to detail as there were some stuff that could have been swept up or vacuumed. i think i would have just been okay with everything if more things didnt happen to me subsequently.

i didn’t like how i had to get my parking ticket “activated” (you have to bring your ticket to front desk before parking back in after you leave to get it activated so you can go in and out freely) - to me this is just an inconvenience bc they don’t really have much space for us to just park temporarily. what made it worse was that my ticket was not properly activated so i could not even get into the gate when i came back. i had to back up and maneuver myself back to the entrance area and go back in to get it looked at. NO ONE was there when i came back in. there was a sign that said “will be back in 5 min.” i waited and waited, i saw a girl and a guy walking in from the other end of the lobby, laughing and talking with each other and they went to behind the counter area. i was expecting someone will come out to help me. all i heard was the girl giggling and them flirting with each other. the girl left and the guy either went on his phone or something because i heard reels playing. mind you at that time i waited WELL OVER 5 min, close to 10 min already. finally the guy came out to help me. what a bad look this is for Atrium’s representation.

the next day, house keeping knocked on my door announcing themselves when i had the “DO NOT DISTURB” yellow door hanger thing right there. i had to tell them no thanks, to which the house keeping staff responded “you dont want fresh towels?” I appreciated the ask but what was the do not disturb for? i had to step away from a meeting im holding just to answer her.

how much irritation i already have built up at that point you...