Extended Stay America Orange County Brea

The biggest issue was being disturbed well before checkout. The posted checkout time is 11 a.m. Around 9:45 a.m., staff began calling my partner’s room, and at about 10:03 someone knocked on my door. It was the same front desk employee who had turned us away when we arrived early the previous day. He said they wanted to check because I hadn’t answered the phone. I was packing and getting changed to leave, so I closed the door. My partner had the same experience, though his phone rang and he was only a second too late to answer. We left at 10:45, and another guest was already at the desk, upset about being woken before the 11 a.m. checkout too. The employee said they call rooms so housekeeping can start early. That isn’t the current guests’ responsibility. I’d heard guests leaving at 6 and 8 a.m., so why couldn’t those vacant rooms be passed along to housekeeping? We were expected to wait until 3 p.m. to check in, so waking paying guests early seems hypocritical. The staff member was sarcastic when we complained about the 9:45 call, saying, “I’m sorry I wasted an extra 5 minutes of your life.” It was dismissive, and it was actually an hour and 45 minutes before checkout. I can’t imagine staying longer and being disturbed every day. Given how poor housekeeping was, I also wonder whether our room was ready before 3 p.m. and Nick kept us in the lobby for no reason. We had two rooms for one night, July 7. Both were described as accessible, but only one had a wheelchair-accessible shower. The public garbage outside our room was overflowing. There was heavy dust in the vents, a worn, discolored bathtub with a textured surface, black mold in the grout, and a calcified, dirty shower head with weak water pressure. Turning on the tub faucet brought a sewage smell. The toilet wasn’t spotless, and there were signs the floors hadn’t been cleaned properly. I wasn’t expecting fancy or updated amenities, just basic sanitation. We were too exhausted to take photos, though other reviews should give you an idea. We arrived at 2 p.m., an hour before the 3 p.m. check-in, and understood that we had to wait. The front desk Caucasian man with a beard, possibly Nick, told us to sit in the lobby. Even the basic room conditions were disappointing: dusty vents that seem not to have been cleaned in years, and a bathroom that needed serious attention. The hotel’s description of the accessible rooms is worth knowing if you need that feature. We only stayed a night, but the treatment before checkout made the stay much worse. Zero out of ten. I’d avoid this hotel and others under the same brand.

I made and paid for a reservation through Booking.com, then checked in. The beds were lumpy, and the place was just okay, nothing like the pictures. After checkout the next day, I saw the hotel had charged my checking account too, so I’d been billed twice. Sorting it out took hours of calls and chats. I was told a new owner had taken over and Extended Stay America was no longer affiliated with the property. Who am I supposed to contact for a refund, and why isn’t Booking.com doing more to help? So frustrating.

When you’ve been displaced, feeling cared for as a person instead of treated like a dollar sign is comforting and encouraging. Sandy, Rene, Nova, Delilah, Feather, and the whole team have been wonderful, always friendly and welcoming. They work hard to keep the building clean and inviting. We’re grateful for this kind of hotel and highly recommend this location.

My family and I drove six hours from Modesto to Whittier for a funeral service, and I booked a room in Brea from 5/23/2024 to 5/25/2024. I couldn’t access my online account or see the upcoming reservation, and the receptionist couldn’t find it even though I booked directly through Extend Stay Hotel. Fortunately, I had an email showing the booking and advance payment, or they might have charged me twice. Room 227 had a long list of problems: the bathroom door was damaged, the sink and tub drained poorly, the tub was outdated, and the clogged shower head sprayed water everywhere. The shower handle wouldn’t shut the water off properly and leaked. A shelf rack in the living area was falling and missing a piece. The AC unit was dirty with a backed-up filter, the bathroom vent needed cleaning, and there was dust throughout. The floor was dirty and smelled like old mop water, as if the mop water wasn’t changed. We had to clean up ourselves. I took apart the sink pipe and pulled out a bunch of hair, then disassembled and tried to clean the shower head. The tub caulk was peeling with black mold. We wiped the surfaces and parts of the floor with sanitizing wipes because they didn’t look cleaned before we arrived. I also cleaned the AC filter by hand, which was clogged with old animal fur, hair, and dust. The room felt unfit for public health. We told both receptionists about the issues. They said maintenance would come the next day, and when we asked them to handle it while we were out, they only wrote a ticket and said they’d check whether the maintenance person was around. After a long day out, nothing had been done and there was no note explaining why. My wife called, but the receptionist on duty knew nothing about our earlier report and offered to write another ticket for the following day. Frustrated, I cleaned the shower head and sink drain myself so we could shower more comfortably. When I called the desk to say I’d handled most of it, they just said, “Oh, that’s so kind of you,” and that they’d tell the manager. The next afternoon, the maintenance guy came by to look at the problems. I said I’d already fixed most of them, and he replied, “Oh, that was easy and thanks for making my day easy,” then walked away. We didn’t have another option for the visit. Other hotels were booked or not pet-friendly. It’s a shame when people don’t clean up after their pets or care for the property, letting pets run wild and making things harder for families who train their dogs and do everything right. I have pictures I plan to post with the same notes. The business photos don’t match the actual rooms and look like false advertising.