Embassy Suites by Hilton Santa Ana Orange County Airport

Everything was old and rundown. The floor was warped by the bed. It had a significant slant. The slider door didn’t close properly. The bathroom was rusted.

Our room smelled like mildew. The phone didn’t work inside the room. There was no balcony or little ledge to walk out on, and our window was broken

The room was cold and we were unable to adjust the temperature. We had to wear sweaters in the room and sleep with sweatshirts on. The room was old and not that clean.

The building is old and needs a full renovation. Everything seems dirty and smelled very musty. It rained and our ceiling started leaking. We were eventually moved to a new room but only had one bed instead of two. Shower temp was either two hot or two cold. No safety lock on slider door to balcony. Balcony seemed downright dangerous to be out on. Phone did not work to call front desk. Elevator button lights did not work. Charged for parking but didnt have a car- was never asked charged anyway.

Old rooms, tiny bathrooms

Cleaner and newer room. Door was falling apart slightly and found hairs around the room and in the sink

The staff was very rude and was not concerned with any of the customers concerns. When walking to our room we noticed trash all over the floor by the rooms and by the elevators we noticed the AC was not working in my hotel room when I called downstairs to ask for maintenance that’s when I was notified that the AC unit in the entire building was broken and so was the generator the room was so hot we spent most of our time downstairs in the lobby and the restaurant area the property did not compensate our stay we paid full price. Then there was issues getting in and out of the hotel parking lot we were given a keycard that didn’t work we sat in a line for 10 minutes along with others waiting for the hotel staff to come out and help with the gate they still charged us for parking even with these issues.

Room was hot, this is the second time I’ve stayed at this property and the rooms were hot. Another party stated same issue

The phone in our room didn't work, so when we discovered that our suite had no sheets/blankets/pillows for the pull-out couch, we had to call on our cell. But after being on hold for seven minutes, we had to give up and go searching for an employee (our children were exhausted from traveling and we needed that bedding immediately).

The balcony to our room had these gross sandbags on it for no apparent reason.

Our room wasn't cleaned/beds weren't made for the duration of our stay. We asked for more shampoo one day, and while it was brought to our room, it was left laying on the sofa and not installed in the shower, as it should have been.

The stairwell was dirty and had garbage bags blocking the steps. We had to use the stairs frequently because the hotel had five elevators, but only two or three were working at a given time, so the wait for an elevator got ridiculous sometimes.

Speaking of non-working elevators, the construction noise at this hotel was almost unbearable. I know hotels need to make renovations, but the very least that could have happened is someone could have reached out and told us so we could stay somewhere else if it was going to bother us. We have two small children that are still of napping age, and they were unable to get a decent nap at this hotel because of the constant sound of construction noises.

We went to the pool twice during our stay (we couldn't go the first day because it had caution tape around it—no explanation as to why taped to the door or anything, and I asked someone at the front desk and they didn't know). On the first visit to the pool, there were two towels on the rack, which wasn't enough for my family, but we made it work. On the second visit, there were no towels at all. The phone in the pool area also didn't work, so I had to leave my kids to ask for towels. No one ever brought any, so I had to lead them through the lobby soaking wet.