Element by Marriott Irvine

Kevin was excellent, with a good attitude and the kind of treatment guests should get. He was the only person who made me feel looked after during my stay. My visit from April 30 to May 3 left me disappointed with the front desk service. I work for Marriott in hospitality, so it was especially hard to accept. On the morning of May 1, the staff member helping me chewed gum while talking, yawned without covering their mouth, and answered questions carelessly, with a dismissive and somewhat condescending manner. I later called about a parking charge on my bill. I'd clearly said at check-in that I didn't need parking, and I made no changes afterward. Instead of fixing it, the staff blamed me and said I must have added it myself. The way the desk staff communicate and handle situations needs improvement and proper training.

Only gripe is the parking charge, which feels like a scam when there are plenty of spaces around here. Otherwise, the room was quiet, very clean, and laid out well. Check-in was easy, and breakfast was included. I'd stay again.

Hotels from Marriott can look much the same across North America, and I stay at them often for work and leisure. What made me choose this Irvine property for future visits was the evening front desk gentleman. He greeted us warmly right away and was a genuinely positive surprise, a great example of hospitality and a wonderful reflection on the hotel.

Stephanie, the manager, had an attitude, and wouldn't comp even one night after we'd had no hot water in the bathroom sink for three straight days. She offered to comp parking instead, even though people were parking there without permits anyway. The room and location were good, but the sink issue kept coming back. Maintenance came up the first day and fixed it, then it returned that evening. I reported it again the next morning, and a maintenance worker came back and fixed it, but by that evening it was out again. I told the front desk once more on day three. I've been a Bonvoy Rewards member a long time, and this was my worst experience at a Marriott.