Courtyard by Marriott LA Hacienda Heights/Orange County

We got moved to a regular ground-floor room only after I pointed out that the shower in the first room was broken and no water came out. The receptionist had initially insisted I'd booked an accessible room, though that wasn't on my reservation, and she didn't apologize. We had to haul our luggage down the long corridors all over again. I'd reserved a standard double and arrived around 9pm after a long trip, only to be assigned a disability-accessible room without being told. It was on the second floor, with no clear elevator signs, so we dragged two heavy suitcases along a very long hallway while tired. The room smelled bad, especially the bathroom. The way the desk handled it, with poor communication and incorrect information, left us feeling disrespected. We wondered if it was because we're Asian. After that journey, this was the last thing we expected from a Marriott property. A very poor check-in experience, and I wouldn't recommend the hotel based on how guests were treated.

Other than the air unit, it was a nice room. The hotel was clean and the staff helpful, but I was cold all night because the wall AC kept making noise and I couldn't find a way to shut it off. Neither of the two wall controls worked, and there were no controls on the unit itself. I got so frustrated I wanted to cut the power cable, but ended up just putting up with it.

I only found out later, from my bank statement, that I'd been charged for two nights even though we'd stayed one. They said it was for “clean-up,” which doesn't seem right since I left the room spotless. I offered to send the video I took as proof, but no one has replied. We'd booked the room for my spouse's birthday, and Hardy and the Manager, Ciro, kindly let me in early to decorate. No one mentioned any decoration rules or restrictions at check-in. When we left, I cleaned up thoroughly out of respect and handed the key to Ciro at 10:30 a.m., saying I was checking out and thanking him again. He didn't mention a problem or extra charge then. Guests should be told clearly about policies and have them enforced consistently. This extra night charge feels unjustified and misleading.

Wait, breakfast isn't included? Where am I staying again? For a Bonvoy resort-style place, that feels like a pretty ghetto Nick pick, no?