1.5 Stars -- A Large Room Doesn't Make Up for Poor Service…read more
I'll start by saying this has probably been the worst hotel stay I've had in a long time. What makes it worse is that many of these problems were brought directly to the hotel's attention, yet even after giving them an opportunity to correct them, the problems continued.
My wife originally booked this room for six people, two adults and four teenagers. Plans changed, and only four of us stayed, but as far as the hotel knew, this was still a reservation for SIX. That becomes important.
First, this hotel is FAR from Disneyland, about four miles. We chose it because we needed a reasonably priced room large enough for six.
Check-in was fast, and I'll give them credit: the room is large, with a kitchenette, apartment-size refrigerator/freezer, plenty of storage, plates, cups and utensils.
Unfortunately, that's where the positives mostly end.
The freezer worked, but the refrigerator did not. After waiting for it to cool, I called the front desk. An hour and a half, TWO additional calls, and a trip to the front desk later, I was told maintenance "had the part."
That raised an obvious question: How did maintenance know what part was needed when nobody had even inspected our refrigerator yet? I can't say what the hotel knew beforehand, but it certainly made me wonder whether this refrigerator had already been reported and the room was rented anyway.
Maintenance eventually arrived and determined cold air from the freezer wasn't reaching the refrigerator. The entire refrigerator had to be replaced. The maintenance employee was very nice and helpful, my issue was with how long it took to get him there.
Then came housekeeping.
My daughter found crumbs/seeds IN HER BEDDING. My wife had to remove the sheets to get rid of them. Gross.
The conditioner was completely empty, body wash nearly empty, there was no iron, and despite the hotel believing SIX people were staying in the room, there were only TWO full-size towels.
After we complained, housekeeping came into the room. The beds were made, so I can only HOPE the bedding was changed. But despite specifically reporting the empty conditioner, they didn't refill it. They didn't empty the trash. And despite staff knowing we needed more towels, they left ZERO fresh towels. My kids had to reuse the old ones.
Staff knew about the cleanliness issues, towels and toiletries. Housekeeping entered the room and still failed to address them. At that point, it was difficult to conclude anything other than that the room simply wasn't being properly maintained.
Then breakfast.
I waited MORE THAN 20 MINUTES for NOTHING. No eggs. No sausage. No coffee. I could understand if the place were packed, but it wasn't. Eventually, I became so frustrated that I simply walked away.
And then there's parking.
I am PAYING for parking, yet when I returned to the hotel, there wasn't a single parking spot available. ZERO. I ultimately had to park in the fire lane because there was nowhere else to park.
How do you charge a hotel guest for parking and then not provide a parking space? If I'm paying an additional fee, I don't think expecting an actual place to park is unreasonable.
At this point, these weren't isolated problems. We had a broken refrigerator, crumbs in the bedding, inadequate towels, empty toiletries, a missing iron, trash not emptied, no fresh towels after housekeeping serviced the room, slow front-desk response, breakfast that couldn't keep basic food or coffee available, and PAID parking with no parking space.
That points to a hotel that simply isn't being managed, inspected or maintained at the level I expect from a Hilton-branded property.
Had we not been on a tight schedule and in town for our child's event, I seriously would have considered moving hotels.
The room itself has potential. It's large, has plenty of storage, and the kitchenette is useful. The maintenance employee who helped us was also very nice.
But a large room doesn't make up for poor housekeeping, poor service, inadequate parking and repeated failures to correct problems after they were specifically brought to the hotel's attention.
For a Hilton-branded property, I expected MUCH better.
Would I return? Absolutely not.
Let me add, it's Monday, 8am, and the coffee is cold. This place is HORRIBLE.
