Mission Inn Hotel & Spa — Hotel in Riverside

My wife told me about this hotel, and after I saw it I knew we definitely had to stay there. We stayed there on Feb 12th thru the 14th. Unfortunately for us we only get 2 days off together once a month, so this was a special Valentines Day / anniversary time stay. It was storming our stay there, but since everything we wanted to do was at the hotel we really didn't mind.|When we checked in (02/12/25) the front desk staff seemed nice, but not the kind of service you would expect from such a prestige's hotel . Every time we had to deal with the front desk after we checked in they were very rude and snobby acting, very rarely even smiling. Our first night me and my wife went to the Presidential Lounge to have a drink. The ambiance is awesome, but what wasn't awesome was the bartender. He was also very distant. Not really rude but gave a vibe like he didn't care at all about his job. He was watching a soccer game on TV and cared more about that than serving us. He didn't ask us how we were doing, where we were from, nothing. After having a drink I asked him what beers he had on tap, he didn't know. Then when he checked, they were out of most of the beers. We went to the little bar by the steakhouse. The two ladies there were friendly and served me a beer with a smile (wow, actually 2 happy staff members).|The next morning 02/13/25 (I am putting the dates so the hotel knows what staff was working). We had breakfast at the hotel restaurant. The food was very bland (my wife couldn't eat hers) and our waitress also seemed very distant. It looked like she didn't wanted to be there, and definitely didn't want to serve us. That day Me and my wife paid for the tour of the hotel at 1300. We were the only ones on the tour (it was pouring rain), and our tour guide was awesome! I wish I could remember her name. She was very petite and young woman and she did an awesome job on the tour (wow, another happy staff member). We went back to our room after the tour to relax for a bit, then started getting ready for dinner (we had reservations at Duane's steakhouse in the hotel). Our WIFI had been out all morning, now there was no hot water. We called the front desk and was told they were fixing both problems, and the hot water would be on in 30 min. After an hour there was still no hot water, and the front desk told us the same thing when we called, 30min. The hot water never came on the whole night after being told several times it would be on. My wife was very annoyed that she couldn't take a shower for this very special dinner. We went to dinner anyway. The food was good, but again, not what you would expect from such a prestige's hotel. Our waiter Hector was awesome, and turned a bad night into a pleasant one. He was awesome and the person helping him was very awesome too.||THE LIES:|That night I asked the front desk to speak with a supervisor. They said there wasn't one on duty but they would call me in the morning. The next morning (02/14/25) I received a call from the General Manager Rob Walker, who left a voice mail and apologized for our inconvenience and said he would comp for one night. I called Mr Walker back and thanked him for it. ||When we left the front desk said they couldn't give us a receipt for the comp that morning, but the comp would show on my card 7 to 10 business days (I already knew something was up, because a credit doesn't take that long to show up). I waited the 10 days and nothing. I called the hotel and the front desk told me twice that I had been compensated $330 and they would send me an email showing it. Well guess what, no emails and no compensation, again just lies. I called again and they transferred to there accounting department and I talked to Dulani Marks the accounting clerk. He told me that I needed to call Capitol One because they were probably holding the comp (really Deulani). Then I asked him to please email me something showing the comp. He emailed me a PDF showing me an amount of $265, not $303. I explained to him that amount was the incidental refund and a refund of the resorts fee, not the comp for the room. He then told me they didn't charge me the full amount of the stay that's where the comp was. I explained to him I got charged the full full amount for the room when I made the reservation, and never was credited at anytime. He then admitted they never issued a comp and Rob Walaker (the general manager) quit a week after our stay and they don't have a general manager and he didn't know if they could comp me. I asked him just to be honest for once and tell yes or no to my comp. He said he would speak to the front desk manager and let me know. And that's where I'm at right...

Have always wanted to go to the Festival of Lights (FoL) and due to the Black Friday promo deal, had to take advantage and finally check this off my bucket list, as it’s been on there for awhile. Surprised the parents and boyfriend with a stay here. Prior to this recent stay I had only been to Mission Inn for my cousin’s daytime wedding and eaten dinner at Duane’s with my crazy ex on a different occasion.

Parking fee during FoL time is ridiculous and was $30 self parking and $40 valet for hotel guests. Luckily, I had called ahead to get advice of street closures during FoL and how to gain access of hotel parking. Do wish this info was already on the website, when trying to navigate during FoL obstacles. Also wish there was better signage from the parking structure to guide to the hotel lobby, as my mom had limited mobility and we had her in a wheelchair.

Did read ahead of how service could be better and was anticipating that. As there was first no one behind the front desk, then finally one staff came out, which boggled my mind during holiday season especially for a hotel of this status, and then eventually another staff. The check in line could be arranged better so there is less confusion, as one person after me decided to create her own line and pretty much cut ahead of me and the staff serviced her before me. The staff that serviced me was good, as I had called ahead and explained due my mom’s recent health decline she sadly wasn’t able to really explore and walk around for FoL and would likely be mainly viewing from her room. And the room they secured for my parents was really nice and spacious and they allowed me to be on the same floor as them. Their room was great came with bathrobes and bottle water, though not sure why their room didn’t have a fridge. For some reason, my room had neither bathrobes or water bottles, to read only later bathrobes are supposed to be in all rooms, was bummed as I was planning to use it and was dehydrated, as I had left my additional water bottle in the car.

The perk of course as a hotel guest now during FoL is you get to explore the hotel, which is gorgeous at night and during the season and I assume less crowded, as it’s only for hotel guests.

Dining can be challenging and service could better. First tried calling and they said they could only do pastries for breakfast. So opted in going in person downstairs to order breakfast to go at the Mission Inn, to then take to my parent’s room due to my mom’s health issues, as I would have liked to have eaten there but that wasn’t an option for my mom and her mobility. Took forever for the host to finally get a chance to make time for me, and there was no one ahead of me but she had to assist a staff and a phone call that came after me standing in front of her. To make matters worse to find out and be informed, taking to go is a limited menu so my only option was room service but that includes a delivery fee. Geez. I was over it at that point and opted to support a local restaurant within walking distance to pick up breakfast.

Apparently, there’s complimentary coffee in the dining area. But just my luck, I should have gotten it before waiting forever to get my answers on breakfast options at Mission Inn, as when I headed to get coffee, they ran out. So had to wait again for their staff to get more coffee, as another first time hotel guest I was chatting with was informing me of the lack of the good service and that the in-room coffee (keurig) was no good and he said their room’s creamer was all curdled and those suckers are supposed to be shelf stable, yikes. When the staff finally came back, they came back with a small carafe, which only filled 3 cups, so I was SOL again, so MORE waiting until they bring out the actual device, and I couldn’t wait until later since apparently they stopped serving at 10am and I had lost enough of my time waiting around.

Beautiful historic hotel but they really need to up the service and train the staff better for a hotel of this status (or how they like to tout...

Don't do it!!!! This was one of the worst experiences we ever have had. We sent a letter, both emailed and certified, requesting a partial refund and never heard back from anyone. I debated on leaving this review, but if this review saves ONE person from wasting their money on hotel accommodations at The Mission Inn it is worth it. Here is an example of the letter we sent to The Mission Inn. It is modified for privacy. We hope this helps.

LETTER SENT

January 4, 2024

General Manager’s Office of The Mission Inn Hotel & Spa Mr. Ben Koppelman, Assistant General Manager 3649 Mission Inn Avenue Riverside, CA 92501

Dear Mr. Koppelman,

On Christmas Day, December 25, 2024, my husband and I were guests at the Mission Inn Hotel & Spa. We reserved and were charged the Eat, Drink, and Be Merry Package, at the rate of $429. This package is advertised on The Mission Inn Hotel & Spa website.

Sadly, we never received any of the items associated with this package ($25 credit to the Kelly’s Boutique, A bottle of Irvine & Roberts Vineyards Wine, 2 Holiday themed Cupcakes & Eggnog/Hot Chocolate, and Carousel Ride Tickets).

Our overall experience at the Inn was very disheartening to say the least. It started when trying to check in at 3:30. We were told our room was not yet ready and the reason given was that the hotel staff were currently delivering the items to the rooms to those guests who had purchased the package. Therefore, the items would be there for the guests, when they arrived in their rooms.

This made sense to my husband and I due to the fact that The Mission Inn is advertised as a AAA Four Diamond Hotel. So, we waited patiently in the very crowded lobby with our luggage until after 4:00, when finally we again approached the hotel representative. She apologized that she had forgotten about us and checked us in and sent us on our way.

Unfortunately, when we arrived at our room none of the Eat, Drink, and Be Merry items had been delivered. Feeling unsettled we, again, went to the front desk to inquire about the undelivered items and to file the verbal grievance.

This time, we were greeted by a very dismissive and, quite frankly, smug, Mission Inn employee, Anthony C., who told us that the items were usually delivered around 5:20-5:30 in the evening so he didn’t know why we were told otherwise. After experiencing Anthony C. we went back to our room and waited for our items. We never received any of the items we purchased.

The last disturbing event came in the morning. To our dismay, while taking a shower, I looked up at the towels that sat on the shelf in the bathroom and a large clump of hair was sticking out of the folded towels. I knew it wasn’t our hair because I have gray hair and my husband is completely bald. Not only that, the towels were freshly folded and “unused”. We decided this was completely unacceptable, and we could no longer look the other way. Upon checkout we asked to speak to a Manager and we were told they were not in the building. The hotel representative told us someone would reach out to us as expected, but we never heard back from anyone. Hence, this letter.

Our request is for The Mission Inn, by January 21, 2024, to rectify this situation by crediting our Credit Card, $250 from the $429 charged to the card. We believe this is a more than a fair request based on the service received, the hair-filled towels and never receiving items the Inn advertised in the package which we were charged. Moreover, any type of complimentary stay to right the wrong would be futile, since we traveled approximately 3000 miles to experience the Inn and will not be back in your area for the foreseeable future.

Also, attached is a snapshot of the hair-filled towels left in our room.

Thank you for your time and consideration. We hope for a positive outcome to the matter and anticipate The Inn is dedicated to providing at minimum, average standards in the hospitality industry.

Please note: This letter and attachments have also been sent to you via USPS certified using the...