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Embassy Suites by Hilton Santa Ana Orange County Airport
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Reviewed 8 February 2022
Well below our Hilton expectations

We had several issues during our stay.

1. There was a dirty plate leaning up against the wall in front of our room.

2. The lighting in the entire hotel, including our room, is quite dim; I couldn't imagine staying there for more than one day. I felt terrible for the employees forced to work in such a dimly light work environment.

3. We were under the impression, based on their description, that a complimentary happy hour is included; this was a determining factor in booking this hotel over another more conveniently located hotel. We ended up spending $60 on drinks with our visiting friend.

4. The lamp next to the bed has 2 USB outlets that only have power if the light is on. Had I not noticed this before going to bed, we would have woken up to dead phones and possibly missed the Surf City race because alarms don't go off on dead phones. I had to unscrew the lightbulb to get the phones charged while we slept.

5. Despite all the issues, they wouldn't allow us to check out 30 minutes later, so not everyone could take a shower after the race in the morning.

6. We paid for a balcony upgrade only to find no chairs on the balcony, making the upgrade pointless.

Date of stay: February 2022
    • Sleep Quality
    • Cleanliness
    • Service
Ask n8irun about Embassy Suites by Hilton Santa Ana Orange County Airport
Thank n8irun
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Relations Manager, General Manager at Embassy Suites by Hilton Santa Ana Orange County Airport, responded to this reviewResponded 10 February 2022

Dear n8irun,

Thank you for your comprehensive review detailing your recent stay with us. We are very disappointed to learn of your experience at our hotel, and we apologize for the many issues that you encountered. We take the value on your report regarding the condition of the hotel and the cleanliness during your most recent stay with us. We will act on these complaints and will fix all problems as soon as possible. Your business is our priority and assure you that management has taken all the steps to make sure that all the rooms are clean and our ultimate goal is to make sure each guest has a comfortable stay. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 January 2022
Not as expected

Will not come back here again. Encountered multiple issues during a one night stay. Price is not reasonable for the quality of room. Phone was not working and WiFi was unavailable. The Hotel had good customer service however and the staff was very friendly and understanding.

Date of stay: January 2022
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Ask jpitel about Embassy Suites by Hilton Santa Ana Orange County Airport
Thank jpitel
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Relations Manager, General Manager at Embassy Suites by Hilton Santa Ana Orange County Airport, responded to this reviewResponded 28 January 2022

Dear jpitel,

We appreciate you taking the time to share your feedback after your recent stay with us. It is our goal to make sure each guest enjoys a welcoming and comfortable experience, and it saddens us to hear that your time with us did not meet your expectations or our standards especially with the condition of your room and the wifi service.

We are always striving to improve our offerings and that is why your input is so important. Thank you for sharing your feedback pertaining to our hotel. Your voice is very valuable to us and we hope you will return to experience the improvements that we are continuously making.

We apologize for the issue you encountered with the service you received, and we will address your concerns with our team. It would be wonderful to see you again so we can make sure you enjoy the excellent visit you deserve.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 January 2022
Great hotel for the value and location

Everything was great and the room was very spacious and clean. Only negative would be the nightly parking fee and the hot water. I stayed on the 10th floor so maybe that was the issue. Other than that very nice stay

Date of stay: January 2022
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Ask bbetanco about Embassy Suites by Hilton Santa Ana Orange County Airport
Thank bbetanco
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Relations Manager, General Manager at Embassy Suites by Hilton Santa Ana Orange County Airport, responded to this reviewResponded 28 January 2022

Hi bbetanco,

Thank you for completing the survey regarding your recent stay at our property.

Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 January 2022
The lobby girls gave us a room where the hot water didn’t reach, why? Then the next day the other girls was just rude

Not happy that the girl in the lobby let us get a room with no hot water, then the girl the next morning acted like us was our fault, how is a client supposed to know that the water doesn’t reach some parts of the building.

Date of stay: January 2022
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Ask dmaritza97 about Embassy Suites by Hilton Santa Ana Orange County Airport
Thank dmaritza97
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Relations Manager, General Manager at Embassy Suites by Hilton Santa Ana Orange County Airport, responded to this reviewResponded 24 January 2022

Dear dmaritza97

We are very much concerned with your feedback. Our apologies for the bad experience. Our endeavor is to offer a nice stay to all our guests but failed this time. Actions shall be taken to improve everything on priority and you can have a good stay next time.

I am also displeased to hear that anyone was treated in a rude or unprofessional manner at this property. I do thank you for bringing this matter to our attention and I assure you that this is not the standard that we hold our staff too. We will be correcting this issue for improved convenience in future visits. I hope you will accept our sincerest apologies and we hope to see you again in the future- we promised a better stay next time.

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Reviewed 21 January 2022
Terrible stay

Noisy, uncomfortable beds, no hot water, bad wireless. I am a diamond member and although the staff were not bad, Hilton needs to provide some significant renovations. The noise was terrible and the shower water never got hot. Overall very bad experience.

Date of stay: January 2022
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Ask dmurphy2022 about Embassy Suites by Hilton Santa Ana Orange County Airport
Thank dmurphy2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Relations Manager, General Manager at Embassy Suites by Hilton Santa Ana Orange County Airport, responded to this reviewResponded 21 January 2022

dmurphy2022

Thank you for taking the time out of your schedule to post a review. We are very sorry to hear that you did not have a completely satisfying visit at our property. The staff and I reviewed each of your comments and have taken appropriate actions to resolve each issue. Again, we are terribly sorry that your experience with our hotel was not a good one,
but invite you to give us another try. We greatly appreciate your feedback, as it helps us to improve and provide a better experience.

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