Embassy Suites by Hilton Anaheim Orange — Hotel in Orange

Do not stay at this hotel, Horrible experience. We choose Embassy Suites through booking.com. What was supposed to be an exciting trip for myself daughter’s, sister and nieces turned out to be the absolute worst stay at a hotel that We’ve ever experienced. Where do I start. First off parking was horrible and the parking lot is filled with ants be careful set my bags down for 5 mins and ants were swarming all over them. FRAUDULENT CHARGES. This hotels employees are authorizing fraudulent charges. My sisters debt card was charged an additional $656.00 from this hotel which was used for parking(that was not listed as an additional fee on the website). I booked the hotel expense on my card without any issues. My sister decided to pay for the parking in her card. 4 days Totaling $104 which is the amount she authorized, signed for and received a receipt for. The next day my sister and I stopped to get food for our daughters, her card was declined and I had to cover expenses. This was the same card she used for parking payment at the hotel. After a lengthy call to the bank my sister was told there was a charge for $760.00 from embassy suites. Immediately we called the hotel to see what was going on. We were transferred to the manager onsite Liz who also was the one who checked us in,advised of parking fee, charged card and provided us with receipt with amount of $104. I explained to her what had happened and she had no explanation for us whatsoever as to why it happened. She offered to reverse the charge telling us it would go back on to the card within 24 hours. Which was a LIE,banks do not work like that. We were told by the bank it could take up to 3-5 business days. I explained to her that this is not okay! This charge has now impacted our stay, my sister is now completely out of money and unable to feed her children. I went on to explain that this is a fraudulent charge because we did not authorize this amount nor does the receipt state the amount that was charged. She advised us to call the bank we did so and there was nothing they could do since the payment had already been deducted and is still in pending status. I called back to let her know what the bank said and asked to speak to the general manager, she said she’s the only manager on site. Long story short money was not reversed immediately . Liz and Embassy fraudulently charged my sister card for $760 leaving her with no money for food and activities and had no explanation as to why they did this. Secondly we were placed in One-Bedroom Suite with Parlor with balcony overlooking the pool area. The room was unsafe and the toilet did not work properly. The sliding glass door did not latch or close completely which mean it had to be left cracked and unlocked. I have an 8 year old that occasionally sleep walks and two other children staying in this room. This is completely unsafe and unacceptable! This lead me to getting no sleep the first night and having to baracade the door for safe precaution. The toilet did not flush properly on its own we had to lift the lid and manually pull the leaver for water to drain, extremely unsanitary! After complaining we were transferred to a different room the next day which we appreciated,but it had no balcony or pool view. After entering the new room we came to find there was breakfast food left in the microwave from previous guests. Unacceptable! This means they are not properly cleaning the rooms in between stays which is a complete violation to hotel policies and COVID19 cleanliness guidelines. If their able to leave full plates with half eaten food and utensils behind no telling what else they are not properly cleaning. There also is only one working elevator in the lobby which means we had to wait several trips to get down to the ground floor and back up to our room. No housekeeping for 4 days. And I found a piece of hair in my eggs. Disgusting! Save yourself the trouble, do not stay here! Not Safe, Not clean, bad...

We booked a week at this hotel through Get Away Today for a fun filled Disney Trip. Unfortunately, I would consider our stay here sub standard. I will summarize our experiences below:

The Bad

Upon entering the hotel, the first thing we noticed were the carpets. They were absolutely filthy, the hallways, elevators...dirt and stains everywhere. I'll try to include pictures with my review.

The front desk did not appear to know about the overnight parking discount portrayed by Get Away Today on their website. I know you can't believe everything you read on the internet, but we booked with an Get Away agent in person who had stayed at this property before and seemed to have current information. The front desk did end up providing the discount, which I was pleased about. I'll discuss this more in the Good section.

Our second day, one of the two elevators were broken, leading to long wait times. Emergency stairwell access was provided for use that day, but with young children it certainly was not convenient.

When we got to our room, there were dead bugs in the shower, missing trim around the microwave/sink area, stained curtains. The shower floor also appeared to have been damaged previously. It was repaired with a few lines of caulk...definitely a luxury experience. I'll try to attach pictures.

Halfway through our stay early Wednesday morning around 2am, ear piercing fire alarms went off in the rooms and throughout the entire resort. Our little ones were absolutely terrified. People were roaming the hallways from the top floor to the bottom trying to figure out what was going on. The front desk said it was a false alarm and provided no further detail. There was no apology for the disturbance, and no compensation offered for the half day we lost that morning trying to get our girls back into their sleeping routine. Two members of our party on two separate occasions asked later that day about the alarms. The attendants at the front desk acted like they had no clue. This is perhaps my biggest gripe. I'm fine with false alarms...it is much better than the alternative, but providing no further explanation, no apologies, and acting like it didn't happen does not give me confidence in the staff or operations here.

Lastly, there were very few bell carts available for hauling luggage and bags. Perhaps three or four for the entire hotel based off of what I saw. People probably just kept them in their rooms and forgot to return them, but it definitely made it less convenient to load/unload throughout the stay. We just ended up carrying everything down by hand our last day with three or four trips up and down.

The Good

Breakfast was amazing, and worthy of the two stars I'm giving in this review by itself. From the made to order omelets to the other food options, everything was delicious.

AC in the room was cold and kept the temperature just right to be comfortable on a hot California day.

As mentioned previously, the front desk attendant did end up giving us the overnight parking discount because our extended stay. If you book through Get Away Today, they have no idea what discounts or offers are mentioned through that platform, so make sure you double check with the property on any partnerships or discounts beforehand.

Our last two days, some guy in a suit was walking around and had multiple carpet cleaning crews deep cleaning the floors. I guess enough people complained about that...The finished results were much better, and indicative of what a 3 star hotel should look like. I would not recommend this hotel based off of our...

My family and I have stayed here in the past (before COVID), and we really loved this hotel.

This trip, the main positive thing I can say is that the hotel Manager, was really nice, which I appreciated, when we checked in.

Unfortunately, that's where it ended. The first room we were assigned was not clean. We got moved to another room, which was OK. There were a couple of issues that I called to have resolved while we were gone to Disneyland during the day.

When we got back, we were welcomed with no fixes to the issues I mentioned, and the room had not been cleaned, no towels were given, etc. One of the issues was that the bathroom fan vent was just completely clogged with debris which prevented it from working properly--looked like it hadn't been cleaned in years.

My wife was nice enough to take on calling it in, expecting an appology and for them to ask if there was anything they could do to resolve it (she would have just asked for some towels so we could take a shower). Instead she was told by Alberto at the front desk, "I'm not house keeping, I don't know why your room was not cleaned." She nicely asked again, saying that she knew he was not house keeping, but was there a reason the room was not cleaned. He replied, agressivley, "I'm going to tell you again, I am not housekeeping; let me talk to your husband."

My wife is African American and she felt that because of her accent she was being racially profiled and disrespected and she felt really bad, never having been treated like this ever. We refused a room change at this point because we really only needed an appology and towels.

Giving Alberto the benefit of the doubt, I told my wife we should just go downstairs and talk to him. The guy just did not get it. Multiple times trying to explain, he did not ever truely appologize, just saying it was a misunderstanding and then telling my wife that if she didn't lower her voice he would have her escorted outside because HE thought SHE was disrespecting him.

This guy seriously needs to be fired or to have some customer service training. All he had to do was appologize and it would have instantly diffused the situation.

I had to later go downstairs to get something from the car and tried to explain this to him just to help him for future experiences with customers but he just didn't get it. He kept saying the same things covering for himself over again and I got upset and just ended up walking away.

Alex, the security guard was present during all of these conversations and he was very nice; we were glad he was there.

We ended up leaving because we were not comfortable staying there.

Other guests that we talked to said they had issues too. The pool was dirty, I learned from another family (I asked about the pool because we intended to swim during our vacation). Another person said their room was dirty as well.

I think the hotel manager has his heart in the right place; I just hope that this hotel learns from this experience and turns around to go back to the excellent hotel we have experienced in the past. I don't think we will ever go back now,...