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Reviewed 21 November 2019 via mobile

Although the service at the front desk was great, and the room appeared clean, I was appalled when I opened up a “fresh” bath towel and found a long hair (not mine) stretched across it. When I grabbed another, I found another long hair on that towel too!!! Luckily, there was a third towel that was clean, but that shouldn’t have happened with even ONE towel.

Also, though the mattress was nice, the pillows went flat (even with multiples together) after sleeping on them for a few hours. I did not sleep well.

Breakfast on par with most Residence Inns-lots of variety. Sausage and potatoes were good, but the eggs are powdered and I found a hair in mine.

I will not be coming back to this hotel.

Date of stay: November 2019
Trip type: Travelled on business
3  Thank MeinMD526
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
RITustin, Manager at Residence Inn by Marriott Tustin Orange County, responded to this reviewResponded 23 November 2019

MeinMD526,

Thank you for staying with us. I appreciate your feedback and positive comments on the service at the Front Desk. I am sorry we fell short with the lack of cleanliness in your room. Please contact me directly so I can ensure we compensate you properly for the issues you experienced. You can reach me by email, chris.bourquardez@marriott.com. I look forward to hearing from you and thank you again for staying.

Chris Bourquardez
Assistant General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 November 2019

Very clean hotel, lovely rooms! Kitchenette, pullout bed, separate bed area and large bathroom. This is a pet friendly hotel, we heard a dog barking once during our stay. The room was very functional. The free breakfast was a great perk. There is also a Starbucks and a couple eateries in the parking lot which is very convienent!

Date of stay: October 2019
    • Value
    • Cleanliness
    • Service
2  Thank rahiker
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed 4 October 2019

An update - I've written about this hotel multiple times, on web sites like FlyerTalk and others of frequent travelers. I was one of the first guests at this hotel, staying for over a month. I wrote a glowing review, and considered this hotel to be a favorite, especially because of the great staff.

But apparently good service has become a thing of the past. My recent stay introduced me to their new "parking fee", of $12 a night. Anyone who has been to this hotel knows there is NO reason for any parking fee. It is in TUSTIN, CA, not exactly a tourist attraction. Parking has NEVER been full, or even close to it. This fee is simply because they can, like airlines lumping on extra fees regardless of the actual reason. Too many people accept this like sheep, just going along because. The explanation from management is absurd. There is NO reason other than wanting to raise prices without it showing up in a search online. The "cost" of the room is much higher than advertised, but until people start objecting with their wallet it will continue.

As I said, I really liked this hotel, but service has declined, even at the management level. Though both hotel management and Marriott corporate promised a refund on my folio (something I never requested or even wanted) it never happened, even the charges for Internet service remained (which was supposed to be free). I have been back to the area several times this year, but stayed away from this property. I am going in on a leisure visit in a month or so, and really miss this property. But Marriott and the property management (from last Winter, I don't know if they changed) have made clear they no longer value frequent guests. My recommendation to travelers is now STAY AWAY.

Date of stay: February 2019
  • Trip type: Travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank mmflyer
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
RITustin, Manager at Residence Inn by Marriott Tustin Orange County, responded to this reviewResponded 4 October 2019

Dear mmflyer,

I understand your frustration with our parking fees after years of us not charging. This was something we determined would help us secure the parking spaces within our property line for our guests exclusively and to this point has been successful.

Please feel free to contact me by phone or email to discuss the issue of not receiving compensation as promised. Thank you for the feedback and I look forward to speaking with you soon.

Sincerely,

Chris Bourquardez
Assistant General Manager
e: chris.bourquardez@marriott.com
p: (714) 258-9700

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Reviewed 28 September 2019

The staff is totally amazing. They go out of their way to make you feel welcome and are fun to talk with.

My issue was that two nights in a row at the same time around 230 or 300 in the morning, the refrigerator in the room made enough mechanical noises to wake me up. I ended turning it off to stop the noises.

The air conditioning would reset to a higher temperature automatically at times. Never figured that one out.

Location is convenient as it is next to the freeway.

Room tip: Side not facing the freeway
Date of stay: September 2019
    • Location
    • Rooms
    • Service
2  Thank Glennbrian
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
NorthStar49153331879, Front Office Manager at Residence Inn by Marriott Tustin Orange County, responded to this reviewResponded 29 September 2019

Good Afternoon,
On behalf of the hotel we would like to apologize for the inconveniences you had throughout your stay. I have shared the following issues with the appropriate team to fix these issues and prevent them from happening in the future. We hope to see you when your needs bring you back to Tustin.

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Reviewed 17 August 2019 via mobile

What the hotel can control:

As a Platinum elite, was assigned a corner room on the 3rd floor which was nice, but it was the room closest to Highway 55 which is very noisy. Very noisy.

I also didn’t receive any welcome gift at check-in. Thought I would get at least some water bottles.

The dishwasher was full but clearly hadn’t been operated as it was full of dirty cups and utensils. Had to rewash cups by hand to use. This was a pain and a disappointment.

The hardware in the room is really showing wear and tear. Cabinets in the kitchen were loose. The shower was very scuffed and dirty looking. The bedside lights on the left of our bed didn’t work. Could use some renovation.

I agree that the $12 parking fee is lousy. The hotel doesn’t provide any secured parking area and anyone can drive through. There is a Starbucks and Fed Ex in the same lot with free parking.

What the hotel can’t control completely but still a negative:

We were under a 4th floor unit whose occupants walked around very noisily and operated their television very loudly. It shook the walls. Had quite a hard time sleeping due to the loud TV and the highway noise.

Date of stay: August 2019
Trip type: Travelled as a couple
2  Thank rl508
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
NorthStar49153331879, Front Office Manager at Residence Inn by Marriott Tustin Orange County, responded to this reviewResponded 19 August 2019

Good Afternoon,
Thank you for providing feedback to our property, we apologize for falling short of Marriott expectations. I have shared the following information with the appropriate party to prevent these issues from happening again. We hope to meet expectations the next time your needs bring you back to Tustin.

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