Residence Inn by Marriott Anaheim Placentia Fullerton

I’ve stayed at lots of Marriotts, big and small, and Teo’s leadership and customer service really stand out. Karen and Tiffany at the front desk were exceptional last night and this morning, and Teo came late at night to try to help. Tiffany and Teo went above and beyond this morning and made things right. The housekeeper who helped last night was very kind too, though I wish I knew her name. The staff clearly reflect Teo’s commitment to Marriott guests, including the thoughtful breakfast staff. I didn’t have the most restful or best stay last night, but the service is why I’m giving this Marriott five stars. Thanks again for sorting things out. I’ll come back when I’m in the area and look forward to it.

Breakfast had a reasonable range of bread, bagels, muffins, cereal, sausages, waffles, juice, milk, tea, and coffee. The area was good, though it got really crowded over Christmas. Housekeeping was just okay: they changed the sheets and towels but left the used tea and coffee packets. We stayed in one of the two-bedroom family suites, but it wasn’t really two bedrooms. There was one bedroom plus an attic with a queen bed. The upper area had no closet for hanging clothes and was open to the whole house, so it didn’t feel private. The bed up there also didn’t seem safe for smaller kids, who could easily climb over the barrier between the attic and the first-floor living room.

The room had problems too: under the sofa was dirty when I moved it to stretch, the potholder I grabbed for cooking was filthy, the headboard light was loose, the bathroom shelf was hanging loose, and the molding around the shower was coming off. The gym was filthy as well. On my first morning I had to ring the doorbell to get into the main area even though I had a card. Only two of the five machines worked, there were no sanitizing wipes, and I wouldn’t put my yoga mat on that floor. I had to argue and call the main Marriott line just to avoid a cancellation fee for leaving early. This place isn’t clean, and I wouldn’t recommend it.

After two nights without a shower, broken promises, and no follow-up, I paid full price for a Marriott room that was inaccessible and unusable. Two days before arriving, I confirmed twice that my wheelchair-accessible room with a roll-in shower was guaranteed. But when I arrived late that night, I was told there wasn’t an accessible roll-in shower available. The assigned room also had no running water, which nobody mentioned at check-in. There was just a note on the door. I couldn’t wash up, and when I asked for bottled water, they said it cost $4 each. I asked several times to speak to the manager during my stay and again after checkout. It’s been a month, and I still haven’t had a call back. Truly disappointing, and far below the standard I expect from this brand.