Hotel Fera Anaheim, a DoubleTree by Hilton — Hotel in Orange

I would not recommend staying here - poor quality, cleanliness, service and respect. Here told that the bus to Disney was every 30 min to this hotel, however I found it was more like 45-60 min and there was no clear schedule even on the Anaheim transit app. Arrived 16th: room smelled of smoke so I called down and was told that they would have a new room key ready for me when I came back to the lobby. No key was ready, and new lady seemed annoyed to be giving a new room. Once in the new room, my partner found what looks to be dead bugs in the folds of the mattress along with blood spots on the sheets and black marks on the box spring. As it was late decided to risk it and sleep in the other bed. I woke up the next day with a small red mark on my stomach. late night 17th: got back that night, we told the front desk woman and showed her the pictures we took and asked if we could get another room as we did not feel comfortable staying another night there. She quickly called security so a report could be issued, apologized and provided us with a new room. Security took my statement, I sent the photos, and we were told we could go grab our things and move into the new room, and an investigation would be conducted that day (the 18th). In new room found spots of blood and black marks on the boxspring in new room, but no bugs. 18th: When we woke up, we saw he had a redmark on his calf. In the evening we went to front desk to see if there was any news on the investigation, as we were told that they would have a company come in that day to check. The manager was very passive aggressive with the way he spoke to me and all but shooed me away. We checked out the next day. 20th (2 days after the hired investigation company came): I called back and asked if there was any update - the woman I spoke with had no idea what I was talking about. She told me my best bet would be to call back and speak with the director of security as she was not in. I asked her to please have be call when she was back in. 24th: called again and asked to speak with the director of security, left a message to call me back. I finally received a phonecall on the 28th (a week and a half after the investigation) and was told right of the bat that the photos I provided did not match the ones the investigating company took, and that the photo of the mattress is not their mattress - insinuating that we were providing false photos. When I told her that I did not understand how that could be, as this was indeed their mattress, she just said they dont have any mattresses with yellow stripes. The "yellow stripe" she was referring to was the stitching in the lining of the mattress... she then proceeded to tell me that the report came back that there were no live or dead bedbugs, no signs of blood, and no eggs. I asked her about the blood on the sheets that we saw, I also asked her about the black marks on the boxspring to which she did not have an answer. She then asked me if any employee went up to the room with us when we were collecting our things to move, to which I said no and that no one offered, implying that if no employee saw it there was no way to back up our word. She said she could only go off of what the report says, and the reports says that the room was clean. She also decided to mention that no one before us complained, and no one has complained after us. She proceeded to say that there was nothing more that she could do for me, but if I was still unhappy with my stay then I should speak with the manager to work out getting a refund as I was not satisfied with my stay. I asked her to have him call me, she said she would update him on this matter and have him call me back. It has now been 2 weeks since this last phonecall, and I have not heard back from anyone. I find it extremely hard to believe that this company came back finding nothing, not even blood on the sheets which leads me to believe that a) no company was ever called in b) they use a shitty company or c) someone...

I was originally planning to leave a five star review for Hotel Fera based on my first impression of the hotel aesthetics, greeting during check-in, and the cleanliness of our room. However, we experienced a very frustrating dynamic toward the end of our two-night stay that is strictly related to customer service, or rather, lack thereof.

Hotel Fera has two parking areas. The first is an uncovered parking lot directly in front of the entrance to the lobby. They also have a multi-level parking structure nearby simply because the parking lot is not large enough to accommodate all their guests.

We entered the parking lot in our vehicle after spending all day at Disneyland. We were not able to gain entry into the parking lot with our room key, presumably due to technical problems with their equipment (RFID card reader and electronic control arm). As a result, I pushed the button to receive a ticket as if I was a visitor that needed to pay separately for parking. This triggered the arm to raise and allowed us to drive into the lot.

We drove around the entire lot and realized there was no available parking. That was not a problem because we knew there might not be any spots. When we tried to exit the parking lot, our room key was not recognized by the card reader again. Past experience staying at Hilton-branded hotels and advice from one of the valets at Hotel Fera suggested I simply needed to press the call button on the card reader and someone inside the hotel would open the gate. In fact, that’s how we exited the lot earlier in the morning without any problems.

I proceeded to press the call button no less than five times with no success. Every time I was greeted with a recorded message that stated nobody was available. Other hotel guests started lining up behind us in their vehicles attempting to leave the lot. This resulted in our vehicle being blocked in, which really didn’t matter all that much since there are no other exits and nowhere else to go.

I then called the hotel on my cell phone multiple times on a Wednesday night; nobody answered. Ever. Not even their answering service. Finally, my wife exited our vehicle and ran over to the valet to ask for assistance. He stated he was working solo and could not assist. He told her to go inside the hotel and ask someone at the front desk for help.

My wife spoke to a woman at the front desk who stated I needed to press the call button so she could answer and then open the gate. Once my wife told her I had done that multiple times, she shrugged and told my wife to talk to the valet again. When she came back outside, he was nowhere to be found. This level of disregard for hotel guests and unwillingness to resolve a problem is simply unacceptable. Period.

Other guests who were attempting to leave the parking lot came over and tried to use their room keys to raise the control arm without success. We tried to open the entry gate by pushing the button, but that didn’t work either.

We sat there, stuck in our vehicle, for over 20 minutes. Keep in mind, we had our 19-month-old daughter in the backseat after being awake 14 hours at Disney. She was starting to lose it. We had purchased dinner on the way to the hotel and that was now cold.

I started honking the horn on our vehicle in hopes of getting someone’s attention. Eventually, the valet came over and opened the gate with a key.

This was quite possibly the worst customer service I have ever experienced at a hotel. Not only that, but it completely ruined our first trip to Disneyland as a family with our daughter. I will never stay at this property ever again. I will also never stay at another Hilton-branded property as a result of this experience. I will take my...

If I could give negative stars for my experience it would be so.

I am requesting a full refund from my experience at this location. It was the absolute worst experience I’ve ever had at a hotel.

On my confirmation, there was no indication on the reservation that there would be a deposit. It is okay that there was one, but I’ve stayed in many hotels without one in the last few weeks and on my confirmation there was no mention of a deposit. I was surprised by this at check in at the front counter late at night, meaning I would have had to have to transfer more money into the debit I was using, which, luckily, wasn’t automatically charged. I ended up using a credit card just in case of other unexpected charges. I was told there was no fridge or microwave available because of “renovations.” We stayed at a hotel just the last week at a third of the cost, with no deposit or hidden last minute charges, which smelled fresher and offered both fridge and microwave, free parking (and I could bring in whatever outside food I wanted) But okay.

Going up to the room it smelled stale and bad. The air was not fresh but we were already there, it was late, we were tired.

Saturday as I was sitting in the pool area in the shade, I was told by the manager that the pool area was being closed because parents and chess players were “scaring the patrons” I told her I was a patron and she asked if I was “in the pool right now” with a smirk. Then closed the area and Left me scrambling to find a place on the patio crammed between dozens of people in the limited space left that they were providing. It was infuriating after what I paid to stay here for two nights.

Only then they told me that I couldn’t bring food from outside the hotel. I would have to order food there or eat elsewhere. What an insane policy that, even though I did get breakfast at the hotel, insured that I would not eat there again on principle.

On Sunday, suddenly, the elevator system wasn’t working! It took 20 minutes to get to my floor or the lobby. Only C and D were moving. It stopped on every single floor on the way up and then stopped on the 16th floor and went back down to the lobby! I had to take stairs up to the 19th floor. On the way back down it also stopped on every single floor, although most of them were empty. There were no baggage carts available 9-11am, meaning I would have to pay a bell hop to help me or carry it all down myself in multiple trips. Almost missed my checkout waiting for the elevators going up and down twice (after checking for the baggage carts twice) The front desk told me it was because of renovations.

And only half the sinks in the bathrooms worked. Again, I was told it was because of Renovations.The paper towel dispensers were empty and instead entire rolls of paper towels were sitting soaked because the management ordered the wrong size! I wish I was making any of this up!

If a hotel is offering this many inconveniences due to renovations or for whatever reason, then it should NEVER be charging full price for services. Period.

The one star I am forced to give is probably for the staff who worked serving and selling food. They were all polite and professional. I am grateful for their professionalism in light of everything else.

This was an absolutely horrible experience which I feel like a fool to have paid for.

I would like a full refund or I can guarantee I will never patronize Hilton or doubletree...