Residence Inn by Marriott Santa Clarita Valencia — Hotel in Santa Clarita

This particular stay was during this unprecedented time of global pandemic where everyone has their health and safety as a top priority. Hotels are in trouble right now along with every restaurant and general customer related industry! What is particularly exceptional is this stay at the Marriott lacked any additional noticeably real measures for client retention pertaining to “health and safety”!

Put simply—every customer related service industry should without fail be paying particular attention to cleaning services and CDC regulatory guidelines to insure not just “customer satisfaction” but more importantly customer health and safety satisfaction that sets a precedent for retaining the client.

We stayed 5 days, the first day was miserable as I had to clean my own unit #311 for 2 hours before I could put away any clothing, toiletries or food for the stay. Even though we stayed in the room the predominant amount of time, the corridors and common areas we walked through smelled unclean and they were noticeably dirty and un-vacuumed.

The same evening upon arrival, I spoke with a manager, (John) who attempted to alter the situation by giving us another choice of a room—of course the only problem was the other rooms posed additional problems of a similar type involving cleanliness and maintenance. Despite all of the issues that you will see in the photos, the Marriott had us “over-a-barrel,” as they say. We had to stay the duration of our booking due to the ongoing pandemic and the collateral problems of picking up and moving to another location- where the odds of running into the exact same problems were likely, guaranteed. The next morning I had to report the additional findings of the unit involving, probably the most crucial aspect of a hotel stay (the bathroom).

It is unfathomable that a client should have to explain to hotel management and housekeeping maintenance the “ins and outs” of a proper toilet cleaning. I spent 10 minutes enduring a technician (Mario) arguing with me about what area of the toilet wasn’t clean and another 10 minutes watching a room maid (Esperanza) miss the objective of what a clean toilet should look like. Not to mention, what a “clean room” should look like.

Later, a very pleasant, understanding and proactive Manager (Tom) finally sent a detail-oriented and specifically trained head maintenance engineer (Cesar), no pun-intended—to do a proper, thorough maintenance of the bathroom’s necessary features and even though he missed repairing the “broken shower curtain bar” I could finally rest in the room while using the facilities. Upon the final day of my stay I noticed that a dirty food cup was on top of the cabinet along with a used kitchen rag…it had been there my entire stay! The funny thing is I bet it is still there with the staff they have in charge of the room cleanup!

Despite the fact that 1 night ended up being a complementary credit by management, the uncomfortable nature of the negligent maintenance and an extremely tight, virtually nonexistent housekeeping staff made the remaining time which we paid for aggravating to say the least. When a client has to educate the staff on cleaning during their stay – technically the hotel should credit the entire stay!

I’ve been in estate and property management for over 20 years, so I believe I not only have an objective eye, but I have a solution oriented approach to providing other property managers with an adequate analysis of hospitality issues that are frequently overlooked or dismissed when caring for a property. Being that I have experienced issues both as a client and as a manager of many properties, I believe I have a more realistic and discerning expectation on what one should expect during a stay.

*Remainder of review on Yelp &...

My children and I stayed at this hotel for two nights on April 9 and 10, 2021 as part of our visit to Six Flags Magic Mountain. When we arrived rather late, the checkin process was smooth and the desk agent efficient, but we were really disappointed upon ascending to our second floor room to be greeted with STRONG MARIJUANA SMOKE in the corridor. Fortunately our room's air was ok, but I immediately called and alerted the desk agent that someone was smoking marijuana and to please send security. I even gave him the room number it was coming from. The next morning and night was the same, and we again reported the issue to the female morning and evening desk agents who seemed very lackadaisical about the issue. We spoke in depth with the morning manager Tom on Sunday when we were checking out, who did seem to check the computer and try to narrow down the offender when we gave him detailed information about where it was coming from, but we expect much better from Marriott and Residence Inn. We could have stayed at any hotel property in the area for our Six Flags visit, but specifically chose Residence Inn and the highest price point of establishments in the area specifically due to the chain's usual commitment to quality, cleanliness and guest satisfaction. This property and staff DOES NOT live up to that reputation and traditional brand experience.||||The morning breakfast program here needs to include some additional healthy choices like hot oatmeal, hardboiled eggs or turkey bacon. Almost everything offered was high-card and/or sugary. Cold cereal, boxed bagels, high-sugar granola bars were about the only thing available. For a top-notch brand and property, surely they can do better even during the COVID restrictions. We stayed at an Embassy Suites a few weeks prior to this Residence Inn experience and they worked wonders and provided a good, nutritious high quality breakfast at a rate far less than we paid at this property. We do need to mention that the breakfast attendant Olga was friendly and worked hard to clean and quickly re-stock everything she did have available to serve. The management needs to give her more to work with, though.||||The pool was nice, clean and enjoyable, but the front desk needs to make a more comprehensive effort and communicate how they are handling admission. When we checked in late Friday night, the agent told us he put us down for a 9:30am Saturday reservation (required to enter). Saturday morning the desk agent did not have any indication of the reservation, but we were still able to get in. She made us a reservation for that evening as well, but again the evening agent did not have any notice of it. Tom on Sunday morning said they weren't doing reservations anymore and that the pool would be first come first -served. While we had no problems accessing it, this could have been and will be a huge issue when the hotel becomes busier in summer. The agents need to communicate, all agree on how to handle this better, and express the policy...

My children and I stayed at this hotel for two nights on April 9 and 10, 2021 as part of our visit to Six Flags Magic Mountain. When we arrived rather late, the checkin process was smooth and the desk agent efficient, but we were really disappointed upon ascending to our second floor room to be greeted with STRONG MARIJUANA SMOKE in the corridor. Fortunately our room's air was ok, but I immediately called and alerted the desk agent that someone was smoking marijuana and to please send security. I even gave him the room number it was coming from. The next morning and night was the same, and we again reported the issue to the female morning and evening desk agents who seemed very lackadaisical about the issue. We spoke in depth with the morning manager Tom on Sunday when we were checking out, who did seem to check the computer and try to narrow down the offender when we gave him detailed information about where it was coming from, but we expect much better from Marriott and Residence Inn. We could have stayed at any hotel property in the area for our Six Flags visit, but specifically chose Residence Inn and the highest price point of establishments in the area specifically due to the chain's usual commitment to quality, cleanliness and guest satisfaction. This property and staff DOES NOT live up to that reputation and traditional brand experience.||||The morning breakfast program here needs to include some additional healthy choices like hot oatmeal, hardboiled eggs or turkey bacon. Almost everything offered was high-card and/or sugary. Cold cereal, boxed bagels, high-sugar granola bars were about the only thing available. For a top-notch brand and property, surely they can do better even during the COVID restrictions. We stayed at an Embassy Suites a few weeks prior to this Residence Inn experience and they worked wonders and provided a good, nutritious high quality breakfast at a rate far less than we paid at this property. We do need to mention that the breakfast attendant Olga was friendly and worked hard to clean and quickly re-stock everything she did have available to serve. The management needs to give her more to work with, though.||||The pool was nice, clean and enjoyable, but the front desk needs to make a more comprehensive effort and communicate how they are handling admission. When we checked in late Friday night, the agent told us he put us down for a 9:30am Saturday reservation (required to enter). Saturday morning the desk agent did not have any indication of the reservation, but we were still able to get in. She made us a reservation for that evening as well, but again the evening agent did not have any notice of it. Tom on Sunday morning said they weren't doing reservations anymore and that the pool would be first come first -served. While we had no problems accessing it, this could have been and will be a huge issue when the hotel becomes busier in summer. The agents need to communicate, all agree on how to handle this better, and express the policy...