Embassy Suites by Hilton Santa Ana Orange County Airport

The building is stunning, but the stay was disappointing and the execution needs work. We’d reserved a specific room about a month ahead, two queens and a balcony, but arrived after 4 PM to find it unavailable because the previous guests hadn’t left. They moved us to another room and gave bar vouchers we couldn’t use. The fridge didn’t work. I called the front desk twice without an answer, then reported it in person before heading to an event. Hours later, it still hadn’t been fixed and our groceries were ruined. The bathroom paint was peeling, and I had to scrub stains off the fixtures with bleach wipes. Not acceptable at this price. The front desk staff that night apologized and told me to contact Expedia for a refund, saying they’d confirm things with the hotel. It’s still pending. At checkout, housekeeping knocked and tried to enter at 10:30, then again at 10:45, though checkout is 11. They didn’t even apologize. Being harassed through our last 30 minutes while we packed really pissed me off, especially since our room hadn’t been ready by 4 PM.

The park days went well, and the third-floor laundry was easy to use, but the hotel itself left a lot to be desired for a week-long stay. Breakfast was advertised from 6 to 9 AM. We planned to leave for California Adventure at 6:30, so went down at 6 and found it completely closed. Guests who’d been waiting since 5:30 told us it was delayed until 7 for Memorial Day. There were no signs and no staff out to let guests with theme park schedules know. The worst surprise came Tuesday around 5:30 PM, when my daughter screamed because a cockroach was running across the room. Housekeeping was also poor. On Sunday they supposedly cleaned but didn’t sweep, and left just one set of towels for our family. After the water park, we called for more towels and waited almost two hours, calling again to track them down. Later in the week they took the trash and towels but left dirty breakfast dishes in the room. Requests took a long time too. We asked for a fan on Friday or Saturday, and it took nearly two hours and a follow-up call. On Tuesday, we asked for toilet paper and got one roll that didn’t even fit the holder. Check-in itself was smooth, but service, cleaning, and communication fell far short of what we expected.

The rooms were comfortable, though a little dated, and the location was convenient. I’d stay here again for work if I had to, but wouldn’t choose it for a vacation or personal trip. It could be a great property with some updating and a few small changes. The gym was dirty when I used it, and while the common areas were okay, the hallways weren’t. Breakfast was alright, maybe even good, but very limited for vegans. Better fruit and oat milk would be easy additions.

Renovations brought some temporary inconvenience, but my stay was very positive. The staff stayed professional and composed, and clearly worked hard to keep guests comfortable during the transition. Latisha made a real difference by taking time to explain the renovation plans and the improvements coming. She was transparent, attentive, accommodating, and quick to respond when I needed something. Her care and leadership stood out. The team seems committed to improving the property while keeping service quality up, and I look forward to seeing the finished work.