Courtyard by Marriott Costa Mesa South Coast Metro — Hotel in Santa Ana

When we read the reviews we were super intrigued because they were overwhelmingly positive. When we checked in we were in for a shocking experience. The woman at the front desk was very rude. When we were having complications with check in another guest asked what they could do next since they already checked in online, she quickly shut them down and rudely said she had to wait since she supposedly saw she had a special form. The way the clerk was acting was extremely entitled and know-it -all. I understand that people need to wait to be helped but there is a way to politely talk to people. I was extremely disappointed. She continued to be condescending to my partner when he had questions and I had to step in. Because we felt rushed, I ended up having to make a financial decision that we wanted to avoid- that was communicated to her prior- but now have to deal with later.

After we got checked in, the disappointment continued. The reviews that we saw commented that it was a clean and welcoming environment. When we walked into our room it smelt dingy and humid. We found a disgusting sticky white substance on the couch and the furniture outside was underwhelming and dirty. The reviews said the atmosphere was nice, but it feels like you are staying in a motel 6. The lobby is absolutely beautiful but the rooms look like they apart of a completely separate hotel.

When trying to address complaints to the front desk over the phone we were rudely interrupted and told there were other guests they had to deal with and put on hold for over 15 min midway through the phone call. When you are dealing with a guest, you do not stop your service to one in the middle of a conversation to service another.

We hung up the phone after the hold and tried to call back and were met with the same attitude from the employee. We gave up and decided to leave and stay at a different hotel for the next night.

I can go on and on about the expectations we had vs what we were met with. The food was gross, the service was confrontational, the room was...

Well located hotel and our check in staff (Taran) was excellent. We spoke about her recent trip to Canada and she was very helpful, and comped our parking, which we didn’t realize came at a cost.

We stayed in 339. It was weird but the temperature control on our shower was very tricky. The “sweet spot” for warm water was hard to find. Loved the toiletries provided, enjoyed the in room coffee and fridge. Housekeeping was also great - there were 4 of us and we generated a lot of trash. Gym was small but excellent.... all new equipment and squeaky clean.

Biggest problem were the beds and the thin walls. We had two queens and found that we were “rolling into” each other, and when one person moved the other woke up. They seemed new enough just really soft! I am 6’2” and 225.... not off the chart bug, and rest of my family are of average stature. We were surprised at our sore backs the morning after.!!

Sound-wise, our First two nights were quiet....however, on New Year’s eve a family moved into 341. Sooo loud.... so little sound insulation provided by the adjoining door. The drawbacks of these doors seemed to outweigh the benefits. It we too late to change rooms at this point and the hotel seemed pretty full.

Check out staff were polite- in general the staff were pleasant. I have had good luck with Courtyard Marriotts in the past. I even redeemed long saved points to stay here 2 of the 3 nights. It was ok.... would stay again for a night... but absolutely avoid the rooms with...

I booked the hotel at short notice for a 5 night stay. Easy parking ($15 per day ...) and warm welcome. First room allocated was on 2nd floor and tucked away. I looked out onto rooms with little balconies facing the sunset, so requested one. Initially rejected (nothing available) until I suggested I booked one 😉 - then was given a great room on the 3rd floor. Perfect room with perfect location but I shouldn't have to jump through hoops (room was same type, just better location). Bistro is good for light meals, never busy. Had booked breakfast but this is regulated as one hot dish or two cold dishes plus a beverage from the Bistro. The beverage is limited to the three coffee pumps - free in many hotels. Each day had to sign the check for breakfast. For one day it appeared on my bill and was removed. Three days it didn't appear. And the last day it was charged! I was unhappy about this as I had calculated my total and indicated at check out that the total being charged was too much - the clerk was friendly but didn't bother to check and correct, so I'm now waiting for customer service to respond. And those two things cost a star. Pool is very pleasant - heated but not too warm, large enough to relax. Seating area outside with fire is very pleasant. I'd stay again - it was comfortable and everyone was friendly. And working with the balcony door open and the sun...