Best Western Plus Irvine Spectrum Hotel

My parents and I left the hotel that night and didn’t stay overnight, but I was still charged. Nobody followed up to check on our safety, and no compensation was offered. It was a disappointing lack of care and accountability. The reason we left was a serious safety concern. While I was in the hot tub area in the evening, objects were thrown down twice in the same direction, with very loud impacts. It was frightening and clearly unsafe. There was no on-site security, and despite verbal assurances, there was no meaningful investigation or response. A 911 call was made only after I repeatedly insisted.

The front desk staff member, Crystal, was sweet and understanding when I called about my car trouble. She moved my reservation to the next day, then it was canceled altogether. I couldn’t make it to the hotel, so I never stayed there. The manager still refused to return the 14k points I’d used. My roadside assistance explanation and proof didn’t matter, nor did the fact that I called the hotel twice that night and was told notes had been added to the system. I also saw similar complaints on Yelp and elsewhere, including refused refunds, poor service, and cleanliness problems. I’d avoid this location. If you care about customer service and room security, stay somewhere else. When I went in to reason with the manager, I saw a room key reactivated without any questions or ID being requested.

In September, our room was infested with ants, and there was even a roach. I complained to management and the corporate office, and they promised either a free night or a discount on my next visit. After talking with the location’s manager, I can see they don’t intend to keep that promise or make things right. I don’t trust them.

The room was very spacious and cleaned every day, and the employees were helpful. Some updates would be nice, but we had a good stay and will come back.