Extended Stay America Suites Orange County Katella Ave

Ruth Cao is the reason I’ll keep choosing Extended Stay. She’s always cheerful when she greets people, and whenever I’ve needed towels or linen, she’s brought them quickly. She handles problems kindly and promptly, with a level of helpfulness and work ethic you don’t see every day. She really makes a difference at the front desk.

The room was a letdown, even though the front desk staff were welcoming and kind. Our room hadn’t been swept well, the towels were dirty, and the shower tub was disgusting. I’d booked a studio, but the sink couldn’t be used because water kept bubbling up from the pipes all night. Thankfully, we’d brought our own towels and blankets. The staff were great, but the room wasn’t.

The place was clean, comfortable, and well maintained, and the amenities felt like great value for the price. We also appreciated being allowed to park for free and check in early, which made the day much easier. The staff were warm, professional, and helpful from the minute we arrived. We had a great stay and would definitely come back.

I was left without a room late at night while visiting from out of town, after the front desk gave my reservation to another guest. I was told my name wasn’t on the list and to contact Hotels.com. After three hours of back and forth, the hotel’s customer service could only refund me. Other hotels had no availability at 12:15 am, so I kept pushing until I got another reservation, with only one night discounted. Manuel felt bad about the mistake and tried to help, but Dante was rude and curt with me and other guests asking questions. Beyond an “sorry,” there was no real accountability or effort to make it right. The hotel is near the Honda Center, but I’d stay somewhere else nearby, even if it costs a little more, for better service and rooms.