Hampton Inn & Suites Anaheim Resort Convention Center

部屋は清潔で、スタッフさんが親切です。

The cleanliness.
The practicality.

Very clean

Good location to access Disneyland and a great pool to cool down after.

Close, convenient

Las instalaciones fueron muy cómodas y limpieza muy bien.

Cleanliness and breakfast

Great location

El lugar está bien ubicado

Ubicación, tamaño habitaciones, limpieza 👍

N/a

We booked a room here for a Friday check-in and, as we always do when traveling with our son who is a wheelchair user, called ahead to confirm the room was ADA-compliant with a roll-in shower. We've had past experiences where "accessible" rooms turned out to only have hearing-impairment features, so this call is routine for us.

The man who answered identified himself as Gerardo. When I asked him to confirm our reservation showed as a wheelchair-accessible room with a roll-in shower, he deflected by asking if I had a confirmation email, then cut me off mid-sentence when I started reading the confirmation number and said having the email meant the room was reserved — which doesn't answer whether the specific room meets ADA roll-in shower standards. When I explained why we were asking, he was rude and non-responsive. I asked for a manager and he said he was the highest-ranking manager on site. When I asked for his name to report the interaction, he gave a false name — "Brian."

I called back the next day and reached Nola, who was the opposite experience: she listened, understood the concern, and physically walked to check the room herself to confirm it met our needs. I asked if hotel manager Joey Sevilla could call me back about how Gerardo had treated us. Nola said he would call that afternoon. He never did. I called two more times asking for him and was told each time he was unavailable. He never returned a single call.

We checked in Friday, July 10 at 5pm, and the room was in fact accessible as promised. Within the hour we had a family emergency back home and needed to leave immediately. I went to the front desk around 6pm to explain the situation and ask for help. The clerk told me that because it was an emergency outside our control, the hotel would issue a full refund — something I hadn't even asked for. I thanked her, promised to leave the room clean, and confirmed we'd only used the restroom and a couple of towels. At checkout before 7pm, I handed back the keys, told the associate the room was ready to put back into circulation, and even offered to pay the two hours of parking we'd accrued. She waived it and told me to just scan out at the gate, and said a refund receipt would be emailed to my wife. We scanned out at 7pm.

That evening, the credit card was refunded in full, exactly as promised. The next morning, the card was recharged the full room rate, and a folio arrived showing the room charge reinstated (only the parking fee stayed removed). No one contacted us before doing this.

When I called to sort out what I assumed was a mistake, I spoke with a supervisor, Alfredo, who called his manager — Gerardo, the same person from the check-in call — for approval. Alfredo came back and said Gerardo was denying the refund because the hotel had been at full capacity that night. That has nothing to do with what happened: the refund was approved and processed at checkout by hotel staff with full authority to do so. A hotel can't reverse a completed refund and silently recharge a guest's card the next day because occupancy numbers made the promise inconvenient in hindsight. Alfredo said Gerardo's decision was final and there was nothing he could do.

We have documentation of the initial full refund and the subsequent recharge on our statement. This isn't a billing error — it's a manager overriding his own staff's commitment after the fact, without informing the guest, and hiding behind a false name when first confronted about his conduct two days earlier.

We travel with a wheelchair user and depend on hotels to be straightforward with us about accessibility and honest about money. This property failed on both counts, and the common denominator both times was the same manager, Gerardo.