SpringHill Suites by Marriott Anaheim Placentia/Fullerton — Hotel in Placentia

We came in from out of state, we travel a lot so I feel like my review is pretty justified. Initially when we got here we were pleased with the hotel. We got in pretty late at night and Geo (I believe) was pleasant and helpful! I gave notice that we have a service dog with us, my son has a rare medical condition, and there was no issue that night. The next morning, some lady behind the desk abruptly and loudly stopped us in the lobby - we weren’t even close to the desk - and shouted, WHAT ROOM ARE YOU IN? We don’t have your dog registered! Everyone looked at us. I wasn’t even near the check in desk, and she didn’t even greet us with a hi hello.. Just started shouting at us. When I told her my room number, in front of everyone, she fumbled on her words and was like oh ya I see your dog registered or whatever she said. Our dog has his service vest on, so it’s not like he could be mistaken for a non working dog. No apology nothing. It was like she wanted to run around the counter and stop us from exiting, she was that aggressive. I understand a no pet policy, I did call weeks in advance to let them know when we booked the room of our service dog and son’s disability. It just seemed so odd. I also reminded the desk staff when we checked in. They asked us the appropriate questions they needed to so don’t understand the confusion.

Then the laundry machines did not work. It wouldn’t read any of our debit or credit cards. When we went to lobby the get some coins, they told us they couldn’t do accommodate that. So offering laundry on site for guests and not being able to actually offer that is disappointing. Laundry on site is an important amenity for us. When we notified them about the car reader issue, they didn’t even care - it was like a oh well attitude. My husband had to leave to go get change so we could do our laundry. Hopefully when he gets back the machines will take change.

Upon getting change, we were able to use one of the washers. Only one of the washers worked but ruined my son’s brand new clothes. Something blue stained over 250$ worth of clothes.

The rooms are really nice, clean, and well taken care of. But the daytime front desk staff in the morning is very rude!

Also, they ran out of towels. The maids come into your room everyday, which is nice, but they only leave 2 towels. We have 4 people. Tonight when we got back from being out, we went down to grab more towels. We were told they ran out and do not have any. That the hotel was full tonight. But they could get us some at 10am the next morning. We have a business meeting at 9am, and now have to either to buy towels so we can shower or not shower at all. This is definitely a first. They gave us a bath floor mat to dry off with. We went and bought our own towels from the store.

4th update, my husband went down to the lobby for the free included breakfast and it’s posted time is 6:30-9:30. He went down at 9am and nothing was left. I understand it’s later in the morning but this is absurd. This was the 2nd day in a row...

As a pilot, I'm a little picky because I spend a lot of nights in hotels. This hotel is relatively new, it ticks all the boxes, but misses the mark in characteristic Marriott mediocrity. Springhill Fullerton experience follows a theme, 'We've given you all the things we promised, what more do you want'?

This property is positioned close to Disney and Knotts. It aspires to be upscale, hitting $195 a night off-peak, and they charge $5 a day for unsecured outdoor parking, pushing the bill above $200/night. Sound insulation is quite effective, which you'll appreciate; the hotel seems rather jammed into a tiny parcel bordered by a busy freeway, rail freight line and industrial artery. There is no formal restaurant on the property or within walking distance, you'll have to drive to nearby stores and restaurants.

Amenities include fast free but unsecure wifi, weight room, gas fireplace outside, outside pool but no jacuzzi.

With designer colors and tile used in abundance, materials are low end, looking more Ikea than Architectural Digest. The elevator doors screech like scraping sheet metal, the room toilet paper roller was pulling away from the wall, despite the newness of the facility. Glass dividers between the bed and desk area rattle when you walk by and the entire room looks cramped, with too much furniture for the available space. The frosted glass bathroom door looked trendy but didn't provide much privacy, and the bright bathroom lights glare in the eyes of whoever is in bed.

Multi-day-stays: be aware rooms are not made up daily, except on request, and even then they often forget. Front desk staff is competent but sullen if there is a problem; you feel they would rather be somewhere else and you're inconveniencing them. Houskeeping and breakfast staff is friendly and attentive.

Frozen food and snacks are provided in the lobby "market", but prices are mislabeled in a bait-and-switch manner; some items seem reasonable but the front desk will charge you full-Disney prices and they don't take cash. Bring your own snacks and food.

Breakfast is provided, but they regularly run out of basic items and begin closing 15-20 minutes before advertised hours end. When I asked, they told me it was a supply chain issue, but I wonder if that was simply a convenient way to cover up poor management. I'll just say, if you want to get fed, get up early.

I would characterize this property as Motel 6 for middle management business travelers, it overpromises and underperforms at this price point. Marriott could take a page from Hampton Inn & Suites, which serves the same market with better design, ergonomics and amenities, offering a near-concierge experience, all at 25% lower prices.

If you can get a discounted room for $110/night, that would be the correct value-for-money price for Springhill Suites Fullerton, otherwise, skip this property. There are many better hotels...

Due to the outright lack of hospitality and rudeness, this SpringHill Suites has ensured that I will never again do business with Marriott.

I was slated to check-in this evening. You know the kind of day where you are just bone-tired and emotionally wrung out? That was me tonight. My grandmother recently passed and I have been helping my elderly father deal with her affairs and home. I didn't mention this because I shouldn't have to in order to be treated with kindness.

A few days prior to arriving, I reached out to the hotel & politely asked if they could assign me a room on the top floor since I am a light sleeper. First no. My stay was still too far in advance to guarantee anything. So they said.

Today around noon, I put in my request again. "You've been assigned a room on a higher floor" (read: no, again).

I go to check-in and I don't have the Marriott visa that I booked with on me. The same card I've had for nearly two decades. Under the same Bonvoy/Rewards account I've had just as long. The same account where I have preferred status with Marriott.

They refused to charge the Bonvoy Visa on file.

"But, if I didn't show tonight, you would've charged that card, right?"

Continued to refuse.

So I said, "ok, then if I request you cancel my reservation you're still gonna charge me for tonight right?"

Manager: "Oh, no, we'll waive it." So gracious.

"OK, well, thanks so much for forcing me to book another hotel at 8pm at night."

Then the peak rudeness: "I'm happy to help you find another hotel."

Y'all. I have never wanted to reach out and smack someone more than that smug SOB.

Instead, I said, "why don't you be helpful and charge my card on file?" Then I walked out.

I called Marriott corporate, no help from them, either.

So, I found another hotel. I booked the Doubletree down the road. They not only upgraded my room because of my status, they didn't bat an eye when I asked them to charge by Hilton card on file. They then went above and beyond to get me a top floor room & feather-free bedding at 9pm at night. The Doubletree showed true hospitality and kindness. It is an older property, but has been renovated and doesn't charge for parking. Plus, yay, cookies!

The manager at SpringHill was definitely right about one thing: "there are a lot of hotels around here you can choose from". Don't choose this property, a place that doesn't value your business and has no problem pushing you out the door. Another hotel will gladly value you....