Renaissance ClubSport Aliso Viejo Laguna Beach Hotel

Later that day at Renaissance ClubSport Aliso Viejo Laguna Beach Hotel, we asked management to check incorrect room charges on our account. The owner became dismissive and hostile instead of helping us resolve it. I was part of the conversation, but they said my name wasn't on the reservation, then deliberately took my partner away from the cameras to reprimand them privately. When I said that felt inappropriate, I was told to leave. They also brought up that we were staying on an employee rate as a reason to remove us, even though we'd done nothing to warrant it. We had to pack and check out immediately. We complied peacefully, but law enforcement was called anyway, without any legitimate reason. The whole thing felt intimidating, discriminatory, and retaliatory for simply asking to see the billing. We had never dealt with management before that, and we were quiet guests, not unruly. I'd warn anyone on an employee or discounted rate to document everything and be mindful of how concerns get handled here. We hardly used the amenities because I felt uneasy as soon as we arrived. We won't be back. Before all that, the stay had already been upsetting. We planned an anniversary trip, and for two full days after check-in, staff repeatedly assured us we'd be upgraded to a suite. We relied on that and made arrangements with outside vendors to decorate, and even paid for upgrades despite the discounted rate. At the last minute, the hotel said it could no longer give us the suite. There was no real fix or accountability, just a reversal of what we'd been promised. It ruined our plans and left us scrambling after we'd spent time, money, and effort based on the hotel's word. If an upgrade isn't certain, they shouldn't promise it when guests are making plans around it. Latasha was the one bright spot. She was professional, kind, and genuinely helpful. Apart from her service, the hotel failed at basic communication and guest care. What should've been a special, memorable visit became stressful and disappointing.