Hampton Inn Irvine Spectrum Lake Forest — Hotel in Lake Forest

I've worked for Westin hotels for years and understand the challenges However although this hotel is new, and the staff courteous, they fell short of meeting the needs of this client, and making this client feel as though I was not a  priority.1. After checking in early 2ish, on the chance  the room might be ready ,I was told my room was not ready and I would be contacted when it was available.  I was not offered another room.  My husband attended a zoom meeting in the business area and then we went to a late lunch after a 6 hour drive from Arizona.  I was not contacted and when I returned after lunch I found out the room was indeed available after she had to call housekeeping.  When we got to the room , the room was hot, I called downstairs and was told we had to wait until the room cooled off.  I left for a few hours to shop while my husband stayed in a hot room that did not go down one degree.  When I returned to the room, I had to again go downstairs with a picture  showing the temperature of the room.  We were told they would look into it and we left for dinner, only to return to a hot room.  At this point I asked for another room, after much conversation about how this had never happened to her before and that it was new, etc,  I was offered a room a few doors down.  I asked for the keys and proceeded to find that this room was also hot, and it was told  needed time for the room to cool down. After waiting in as yet another hot room, of which I had to prove that it was not cooling, and that according to her the rooms temperature went down two degrees, I had to go downstairs again with proof that the rooms temperature did not go down one degree.So, again I had to ask for another room, we both went to the room and found out  this rooms A/C did work.  There was no need to wait an hour.  I asked for a fan, and found that the outlets by the desk did not work. I called downstairs asking  if it could be fixed the next day while I was in surgery, so Mark could use the desk for zoom meetings, instead of having to balance his laptop by the bed or in the bathroom).  This was never fixed.I didn't want to "bother" them downstairs again. In all this time, we took turns going downstairs to talk to the clerk about the room heat, my husband even told them why were were there, I was having an SVT Ablation ( heart surgery), and he would appreciate it if we could be in a cool room.sigh... When I was discharged I had hoped to be able to shower and blow dry my hair sitting down at the desk, but since the outlet was still not fixed, I opted to just leave and take the 6 hour drive home to shower and dry my hair sitting down.  Also, not having the ability to zoom by the desk, there was no point staying and we left as soon as we could.  Lovely hotel, not so lovely professional response to things that always happen at all hotels, things break down, just offer another room. My suggestions for improvement.1. Many hotels offer texting as a way to communicate with front desk clerks. ( there is a text trail and you can include pictures.)2. Offer guest the perk  treats upon check in and for gods sake put it in a bag.3. If you are moving guests because something in the room is not working, check the room before you offer it to the guest.4. If something else is not working in the room and you can't get it fixed at least communicate this to the guest and offer another room.The manager on duty did finally  acknowledge that the a/c really didn't work after making us go through all this for many hours, and...

Today at eight a m I shared the fact that we had seen a few ants on the floor close to one wall. I Quietly asked that the room be sprayed and cleaned. Obviously sometimes ants happen. We had some snacks in the room, but they weren't anywhere near them.So obviously, from the next door room. I went back to the front desk at 9:30. Asking again about the room, whether it was ready. They said no, they were short handed, they would get to it soon. I went to the room and started ironing for the week. At 1130 I went back to the front desk, i found the ants now crawling up the walls, on the bed and on our toothbrushes and retainers,and the answer was. We have been calling housekeeping for hours now and no one has answered us, She said she's the only person at the desk.And this is all she can do. I called my husband who is here for work, and he called and I'm sure yelled and he assured me to pack the things they havethenew room ready right now, same floor. When I went to the front desk crying because this is hard I can't even lift those suitcases myself.My husband usually does it, but he's at work right now. I can't believe I'm still dealing with this. I go to the front desk and Say my husband assured me that you have a room ready for me right now and then they started scrambling. I am crying and the man sternly tells me he was trying, but he got busy. I do not think it was anyone's fault at the front desk. Obviously they cannot spray or clean the rooms. They are at the front desk, but there should always be kindness. The other lady who was helping me Was a little bit kind, but mostly she needed me to know she did everything she could. None of this is helpful. It is now one thirty I finally get to go to the beach. My husband stays here a lot for work and it was a special treat for me to get to come this week so I could go to the beach, This was certainly not how I wanted to...

I’d I could give negative stars I would. I stayed for one night. The AC went out and the room started getting extremely warm. It wasn't until the next morning someone from maintanence came. They couldn’t fix it and asked if we wanted to switch rooms ONE HOUR before checkout. What a joke. When I checked out I let them know the situation and they said a manager would call me. They never did. I called SEVEN TIMES the following week asking for a manager. Each and every time they said a manager would call me and they never did. Then finally one of the ladies at the front desk said she would refund me the night stay and it would take 10 business days to show. I didn’t see it after the time period. So I called back and they said THEY NEVER PUT IT IN THE SYSTEM AND THERE’S NO RECORD OF IT. I called back multiple times only to have my calls forwarded to voicemail that does even work it says “sorry there’s an error.” And then hangs up. The front desk stopped answering from my number, so I called front a different number and they answered right away. Shay and Marie said a manager would give me a call and GUESS WHAT. They NEVER DID. this is beyond ridiculous customer service. Not to mention the room was extremely overpriced even if the AC worked. Hopefully SOMEONE WORKING AT THIS HOTEL will see this and know that their customer service is the WORST I’ve ever experienced at a...