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Tigger
Eastvale, California

Customer Service

4.0 of 5 bubblesReviewed 29 Feb 2024
This was an overall very good stay. I would like to recognize some of team members
Seth, Jessica, Claudia, Sergio Betty, Rain, Luis and the two ladies at the offee (starbucks). These employees gave great service and was a pleasure to speak with. There was an issue with the room, that was taken care of within an hour. Thank you all!
George and Fern needs to go back and be trained on customer service.

Overall I would return to this hotel.
Date of stay: February 2024
Trip type: Travelled with family
4.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
4.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Hotel Fera Anaheim, a DoubleTree by Hilton, responded to this review
Responded 4 Mar 2024
Thank you so much for recognizing the exceptional staff that you encountered while visiting! We do pride ourselves on always providing top notch exceptional service to all of our guests. It is so fantastic to hear that you were able to experience and recognize that. We would love to have you back again for another perfect experience!
Regards,
Hotel Fera Anaheim, a DoubleTree by Hilton
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 4 December 2023

Recently, my wife and I stayed at the Hotel Fera Anaheim, a DoubleTree by Hilton property. During checkout, we realized a valuable wristwatch had accidentally been left behind in our room. We promptly contacted the hotel staff to report the missing item and were told to follow their lost and found procedures.

Unfortunately, despite multiple attempts on our part, we had difficulty obtaining assistance in locating the watch from the staff. We left several messages and sent repeated emails, none of which were ever returned or replied to. We were particularly concerned when informed that “privacy reasons” prevented staff from helping further. As loyal Hilton customers, this incident has led us to question if proper procedures are in place for handling guest lost items.

We have even taken it upon ourselves to share our concerns with all our friends and colleagues in the medical field. Regrettably, we cannot in good conscience recommend this hotel to anyone for business or leisure purposes.

We hope this feedback provides an opportunity to review internal processes at the Hotel Fera Anaheim. As paying guests, we expect staff to handle such lost item situations with care and urgency, including replying to guest inquiries. We also hope sharing our disappointing experience motivates the hotel to make whatever changes necessary to avoid similar guest frustration going forward.

Date of stay: November 2023
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
3  Thank Val B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Hotel Fera Anaheim, a DoubleTree by Hilton, responded to this reviewResponded 4 December 2023

Dear valbN8532LU,
I'm deeply sorry to learn that your experience with us was not the perfect one we envisioned. We're committed to giving our guests nothing but the best - with exceptional service, immaculate rooms, and unforgettable experiences. We're proud of the culture and team we've assembled, which allows us to quickly fix any guest issues and get our guests back to their beautiful and inspiring hotel experience. Your stay will receive a full and in-depth evaluation from our hotel management. I am deeply sorry that we didn't meet your expectations on this occasion. I hope you will consider giving us another chance to show you the true magic of our property.
Regards,
Hotel Fera Anaheim, a DoubleTree by Hilton

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 November 2023

Very poor customer experience. They cancelled my week reservation and booked my room to someone else because I was late on check-in due to flight delay. Moreover, they refused to refund me since my booking is non-refundable. The front desk staff were rude, unhelpful, and careless when I told them that I would be with no reservation during the night with my family.

Date of stay: November 2023
  • Trip type: Travelled with family
    • Value
    • Service
Thank bilal8800
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Hotel Fera Anaheim, a DoubleTree by Hilton, responded to this reviewResponded 28 November 2023

It's very disheartening to learn that your experience with us was not up to our standards. We aim to exceed your expectations at every turn - with world-class service, sparkling clean rooms, and truly memorable experiences. Our team members are our greatest asset, and we take pride in their ability to resolve any issues quickly and efficiently so that our guests can enjoy a fantastic stay. Our hotel management team will carefully review your stay and assess every aspect in detail. I am sorry that we failed to deliver the experience we promised. I hope you will give us another opportunity in the future to show you the beauty and comfort of our property.
Regards,
Hotel Fera Anaheim, a DoubleTree by Hilton

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 November 2023

If I could a zero, I would. This was one of the worst experiences with a Hilton property. From the moment we arrived, the receptionist was unfriendly and unwelcoming. There was no hello or welcome; only a mere “can I help you?” as if she was bothered by our presence. There was no acknowledgment for being a Diamond member and hence there was also no upgrade.

The room we received was horrible and the bathroom was falling apart. The tub was dirty and gray and when we called about it, we were told “that’s just how our tubs are.” Such an unprofessional and cold response to give to a guest. The heater also did not work and had an unbearable rattling noise which the maintenance guy had to come and fix at 11:30 PM. That was a huge inconvenience - as it should’ve been fixed before the guests arrived. Even after the heater was fixed, it was not usable because it smelled like burnt musty air.

The beds were full sized, and the mattresses were hard and nothing like a Doubletree property. Because the check-in process was abysmal, we did not receive the proper credits for breakfast, and although we were there for a total of eight hours, that was too long to endure at this rundown hotel.

Check out was also abysmal as the receptionist looked very frazzled. We were told that he would apply the appropriate credit; however, we found out later that he applied a lower amount, then was promised ($10 instead of $15). The credit itself isn’t so much an issue as the incompetence and lack of ability to keep one’s word.

Parking was in a parking structure across the street because the closer parking area was sold out due to an event that night - which was an additional inconvenience for guests arriving late and leaving early in the morning. We had to walk to the second floor with our luggage,as no elevator was available.

Lastly, the elevator at that property needs some attention. It shook as it traveled up and down. Do the guest of favor – and please fix that elevator. And please provide some training to your staff.

We stay in Orange county often for sporting events and Disneyland, and we have never had this horrific of an experience at a Hilton property. Please do better. I would never consider staying at this property again.

Date of stay: November 2023
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton
Thank Isabel_n_Grace
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Hotel Fera Anaheim, a DoubleTree by Hilton, responded to this reviewResponded 26 November 2023

Dear Isabel_n_Grace,
Thank you sincerely for taking the time to review your recent stay at Hotel Fera Anaheim.
We appreciate your thoughtful feedback. We are always glad to learn of our strengths, as well as hear of areas in which we have room for improvement. We will utilize your feedback to revisit these missed opportunities. It is never our intention to disappoint our guests and we take such matters extremely seriously.
At times, our team members are remiss in acknowledging our Hilton Honors members as they seek to streamline check-in but this is unacceptable. Your comments will be utilized to initiate coaching conversations with them to ensure consistently friendly service.
We have discussed your comments with regard to the room allocated during your visit as well as the maintenance issue. While it is the job of our Maintenance team to ensure this is in working order and preempt any inconveniences, we are grateful you brought this to our attention as it helps us to refine our offering.
Please accept our sincere apologies. As we welcome new colleagues on board, we will absolutely continue to focus on training, to help build confidence, knowledge, and skills, to complement the wonderful, oft-complimented team who look after our valued guests each day. For this reason, I confidently reassure you that should you honor us with another stay at our hotel, we will spare no effort in guaranteeing you a flawless visit.

Kind regards,
Hotel Fera Anaheim, a DoubleTree by Hilton

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 November 2023

We cannot thank the staff of Hotel Fera enough for making a very stressful reason for stay, a fabulous experience overall. A family medical situation required a last minute booking near UCI Medical Center, Orange in preparation for a next day orthopedic surgeon appointment. When we arrived, the lovely front desk associate (I unfortunately didn't get her name - evening of Wed, Nov 8) insured that we had an accessible room complete with hand railing at the toilet and a fully accessible walk in shower. She and her colleague were extremely professional, kind and caring about our situation. The room was beautifully appointed, quiet, and elevators central to the floor. The lobby has a Starbucks and other amenities. We also want to thank Simon and Nero at the Valet desk. Simon provided a wheelchair for our family member on crutches, assisted us to the lobby, and we had complimentary valet service given our UCI appointment. Throughout the parking and transferring, Simon was patient, customer focused and extremely kind. Later, when leaving and returning, Nero was absolutely the same. It's wonderful to have such a first impression of the hotel. I work in the airline industry and especially appreciate the level of customer service I give my passengers. Our stay at Hotel Fera was definitely an "irregular operations" situation on our part, but was made so much easier because of its staff. It's also an excellent location for Disneyland and other vacation sites as I was reminded while passing a family returning from the Magic Kingdom that evening!

Date of stay: November 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank frenchatheart2018
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Hotel Fera Anaheim, a DoubleTree by Hilton, responded to this reviewResponded 19 November 2023

Thank you for sharing your kind thoughts on your stay. Your feedback about the outstanding accommodations and the exceptional service provided by our staff is much appreciated. Our mission is to ensure that our guests have an exceptional experience, and it's always a proud moment to learn that we have succeeded. We will acknowledge the efforts of every team member who helped create a smooth experience for you. We look forward to the privilege of welcoming you back many times in the future.
Warm regards,
Hotel Fera Anaheim, a DoubleTree by Hilton

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 November 2023 via mobile

Room was freshly renovated. Smelled like new carpet. The beds are smaller than queens, perhaps doubles. To small for two adults if you ask me, the edges of the bed are not firm either.

The restaurant is slow slow slow, so if you’re looking to waste the day, order breakfast and wait 45 min to get your food. Lame

Absolute joke. Stayed at Hampton the day before and was substantially better than this place.

Not so impressed

Room tip: Better options for a fraction of the price
Date of stay: November 2023
Trip type: Travelled with family
1  Thank HeyRitchie
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Hotel Fera Anaheim, a DoubleTree by Hilton, responded to this reviewResponded 13 November 2023


Hello HeyRitchie and thank you for choosing our Hotel Fera Anaheim!
While we are delighted to find that your accommodations and location were impressive, we are sorry to learn of your troubles in getting settled given your issues with your bed. Your added feedback regarding your restaurant service is also received with our greatest appreciation and please know that your comments will serve as a coaching tool for our team. The experience you have described falls short of our expectations and we hope that you might one day join us again so that we can win your heart with a more flawless Hotel Fera Anaheim experience.

Warm regards,
Hotel Fera Anaheim, a DoubleTree by Hilton

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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