Homewood Suites by Hilton Irvine Spectrum Lake Forest — Hotel in Lake Forest

This is a newer property which has merged with the Hampton Inn to create one huge hotel in a prime location near Irvine Spectrum. While the hotel and room itself was nice, modern, and new, our check-in and checkout experiences were disappointing. Check-in was particularly bad, as the staff member Emmanuel Mod was not friendly or helpful. I booked a King bed suite with points, but asked for a change to a two Queen bed room to better accommodate our situation, which was two adults and one child, for three nights. After checking for a minute, he told me it wasn’t possible because I had booked the room with points and not cash. I responded that that wouldn’t work for me so was there anything he could do, and he checked again and simply said no. No apology for the inconvenience, no other options offered, simply no. He recommended that I keep the room, even though I just told him that it wouldn’t work for us. Note that there was no other guests waiting at this time, and the phone was not ringing, so he was not busy.

When I asked to speak to his manager, he looked at me defiantly and said he was the shift supervisor. When I asked if there was anybody else I could speak to, he reluctantly said he could see if the GM was in. Then he went into the back room for a minute, came out, and announced that they had stepped away and wouldn’t be back for a while, which must have been bs because why did he go back there if he knew they had stepped away? At this point, I was getting frustrated at the blatant lack of service and poor attitude. I asked it there were any other options for us. He told us that we would cancel the room, but would have to pay a one night penalty, and that the other rooms would cost $X per night. At that, I just gave up, and said I would try the room. He quickly gave me the room keys, but again, never apologized for the inconvenience, and DID NOT ONCE GIVE ME THE STANDARD INFORMATION ABOUT BREAKFAST, CHECKOUT TIMES, OR ANYTHING ELSE. In fact, I even had to ask him where the elevator was! This was when I knew he was deliberately treating me poorly, because I had stayed at two different Hampton Inns on the previous nights on this trip, and had experienced what the standard was supposed to be. Checkout was equally unfriendly and cold, but at least it was short and uneventful. I’m not suggesting that Emmanuel be fired, but at the very least, he needs to be reprimanded and undergo more training. Otherwise, take him off the floor and put him in the back room doing admin! You do not want someone like this being the face of your brand and hotel. It is very damaging to...

worst experience ever! Customer service was terrible and to not get a response from the Manager makes it even worse. Here is my story!

My first issue was that we were not informed that the Elevators were broken and at the time we checked in only 1 elevator was working. We waited quite a while for the elevator and when it arrived it was packed to capacity with people coming out. As we got in the elevator another guess then told us that both elevators were broken most of the day and that finally the 1 was working but the wait to go up and down was going to be long.

2nd issue: I had to wash some soccer uniforms for the next days games and when i got to the laundry room there was only 1 washer that said liquid only. I only had powder so i went down to the lobby to try to buy some liquid soap and was told "sorry there isn't any here you can walk to the next hotel and buy some." At that time I disclosed that I was not happy that I was not informed about the elevator situation and I was just told "oh sorry".

3rd issue: I finally asked if there were stairs and was told that i'd have to walk to the right of the hotel past the parking and there would be stairs around the building. So again at 10pm i'm walking outside and around the hotel to find stairs. I finally found them but there is no signage at all that says stairs and i think this isn't very safe.

4th issue: The TV in our room guide would not display any information on what was on the channels (like a normal guide would do). Also according to your app it states the hotel features over 40 TV channels along with popular streaming apps like Netflix and Showtime. (Please see the photo attached) Anyhow I called the front desk and was then told "oh you don't have a smart TV so you don't have those features.

Your welcome letter states " if you have any questions or concerns, just give us a call at the front desk. We'll be glad to help you."

I did call the front desk and wanted to speak to a manager because I was very unhappy and i was told "oh there isn't anyone here but me. You can try to talk to a manager tomorrow." This just isn't ok, is this how you run your hotel?

All I can say is i'm super extremely disappointed. I wanted to email you directly before leaving any type of reviews.

I sent this email on Monday and as of Thursday have had no response. I've called customer service 8 times and they keep disconnecting me. This is absolutely...

I say all of this in the hopes it helps you make a decision. I’ve stayed here several times before, and they were great stays.

This visit I asked ahead of time for a specific room. I noticed immediately upon entering it that something was off. After staying in the room for a while I noticed fingers prints all over the metal lamps, mirrors, and in the kitchen. Also, the tv would not turn on. I was able to get the remote for the tv fixed, and we realized the wires in the back of the tv had not been connected properly. Furthermore, later that day, when I was in the room the thermostat was wildly controlling the temperature. It would swing from 65-78 degrees while u was trying to sleep in the room. I contacted the front desk and they said it could be fixed remotely. I stayed in the room and these drastic temperature changes continued, and I continued to hear from the front desk that this is what happens when no one is in the room. This conversation went on by messaging for a good part of that day. Later that night I went to close the blinds, but they wouldn’t close completely. They were broken and at 8 pm when I was in bed the maintenance guy brought in a ladder to fix them.

It looked like the room might have been used for an employee break room, or something. It never should have been released to me.

I want to add that I did converse also with the manager earlier, and he went around and around just like the front desk staff did, trying to make me feel like these complaints were unwarranted.

So, as you can imagine this whole situation left a really bad taste in me. If the manager and employees would have admitted that these all should not have happened. I’ll end this review saying that the manager did tell me that he would not charge me for that...