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Cheryl G

Decent Hotel, with a few minor problems

3.0 of 5 bubblesReviewed 23 Feb 2023
We stayed for 5 nights at this hotel in January 2023. The hotel was undergoing a renovation. When we arrived at our room ,it hadn’t been properly out gassed, and it smelled of chemicals. We asked for a new room and Michael, the individual on duty, found a room that was larger and did not have an odor. However, this room faced the LA Freeways, which are pretty loud, especially before midnight, Given that the room was an upgrade and there weren’t a lot of other options, we stayed there.

The breakfast was fine, and I also had a chance to swim in the pool. The hotel was also well located for activities that we wanted to do in LA.

So, I give this hotel an”average” rating. Michael, at the front desk, is terrific. I would recommend to request a room that does not face the LA Freeway. In addition, I wonder if they rushed the renovation and did not let the renovated rooms outgas for long enough.
Date of stay: January 2023
Room Tip: Make sure to request a room not facing the LA Freeways.
5.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
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.
Chris Bourquardez, General Manager at Residence Inn Tustin Orange County, responded to this review
Responded 24 Feb 2023
Thank you for taking the time to review your recent stay with is. Please accept my apologies for any inconvenience that our renovation process caused you. We have since completed the renovation and encourage you to return to our hotel so we can showcase our new property.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 22 July 2022 via mobile

Staying in Orange County for a week and booked the Residence Inn Tustin because of relatively good experience with other residence inn before.

The building looks very similar to the other residence inn and the lobby looks nicely done, clean and welcoming. The staff were friendly and helpful and managed to upgrade us into a two-bedroom unit due to my platinum status.

However, the rest of the facility does need some refresh. The elevator is ok but since this is a pet-friendly hotel, throughout the week the elevator does get quite dirty and it does take a bit time for the staff to clean it up. The close buttons for one of the elevators don’t work as well so it also takes time for the doors to close.

There are multiple issues with the room that we stayed in. The bedroom doors don’t close properly, and the sofa in the living feels as if it’s ready to fall apart. Cleanliness is also difficult to praise as we noticed stains on beds, ants in the shower, and leftover in the fridge.

From a facility perspective I don’t expect great quality from the residence inn brand but this particular one seems to be on the worse end of the spectrum. However, the cleaning staff really needs to pay attention and clean the units well.

We loved visiting the area and think we will be back again but we will unlikely return to this property simply because cleanliness is probably one of the worse ones that I’ve seen and experienced.

Room tip: If you’re particular about cleanliness, carefully check the units before settling in, and request a change of room if needed
Date of stay: July 2022
Trip type: Travelled with family
Thank khkchien
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.
Chris Bourquardez, General Manager at Residence Inn Tustin Orange County, responded to this reviewResponded 25 July 2022

Dear khkchien,

Thank you for taking the time to let us know about your experience while staying with us; I am sorry to hear your stay was below our standard.

Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. I have shared your feedback with the leadership team to ensure the necessary guidelines are in place and reviewed to prevent similar issues from occurring in the future.

I hope you choose to stay with us again when your travels bring you back to the area.

Sincerely,
CHRIS BOURQUARDEZ
chris.bourquardez@marriott.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 March 2022

I have to continue giving shout outs since the minimum is only 200 words. I also wanna to think Stephanie Michael and Dylan at the front desk they were amazing!!!! The ladies Delia, Sarah, Mari, Alma!!!

Date of stay: March 2022
Trip type: Travelled with family
Thank lauralO1763HR
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.
Reviewed 3 November 2021 via mobile

Stayed 5 nights, not once did housekeeping clean the room. We were told that they only clean the room every 3 days, but we went 5. We called for someone to take the trash as our takeout from 3 nights before began to stink. We were assured someone would clean the next day, but it didn't happen.
The Bonvoy channel keeps running a video on how they clean the hotel for covid, but the common areas are a spreading ground.🤣 Mind you I'm not a "Karen" as I'm not in a high risk group, but at breakfast everyone touches the same things...serving spoons, handles on lids and doors, coffee urns, etc. And many guests aren't wearing masks.
I also don't like the $12/day parking fee? What's with this new attempt to Nickel & dime the guests? It just seems like Marriott is cutting service and increasing fees. I guess I should be happy there wasn't a resort fee?
I stay in hotels between 80 to 100 nights a year, am a Bonvoy lifetime Platinum Elite member and am staying in Marriotts less than 20 nights a year now... over the years I am less and less impressed with Marriott. The company is less customer focused and more "what can we squeeze out of our customers" focused.

Date of stay: October 2021
Trip type: Travelled as a couple
2  Thank DKF808
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.
Chris Bourquardez, General Manager at Residence Inn Tustin Orange County, responded to this reviewResponded 5 November 2021

Dear DKF808,

I am sorry to hear about the negative experience you had on your recent stay. In regard to you missing your cleaning service and request to take the trash from your room and I have reviewed these comments with the Housekeeping leaders to ensure this does not occur again in the future. Regarding the layout of the breakfast serving area I assure you we are following all company and local health guidelines we have been tasked due to the pandemic and our guest health and safety is our priority. Please let me know if you plan to book with us in the future and I will see to it that you have a much more pleasurably experience.

Thank you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 July 2021 via mobile

Dirty and Cockroaches everywhere. I knocked the wall and heard them scamper. When talking to front desk he indicated he was aware. So nasty. Very upset - checking out and finding another hotel. Would not stay again.

Date of stay: July 2021
Trip type: Travelled with friends
2  Thank R4422KUjenniferh
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.
Reviewed 19 May 2021 via mobile

The room wasn't sanitized I checked in late at night didn't really had a chance to notice any thing and woke up early that morning again didn't spend time to notice any thing but when came back at my room I went to open the window and that's when I noticed a greasy subtenant on the glass it'was put there by someone hands
It's was hand prints all over the glass. This wasn't just hand prints it was in a gooey substance. I called the front office to complain that's this in no way acceptable
The lady told me the only thing she could do was to have it cleaned I wanted to talk to the manager she told me that it wasn't possible that the manager wasn't on duty
I asked her to call him since I know that there's always a way of getting a hold of a manager that's part of his or hers job requirements. But she denied my request several times. I ask to be compensated she told me that only the manager can do that and that she was going to have him get in touch with me on Monday I was set to check out on Sunday the night before so after I check out I then made sure that my very serious complaint was going to be addressed by the manager I was again assured that the manager who's name is Chris. Was going to contact me never happened.
Please remember that this is in direct violation
Of the covid-19 safety. we been in isolation for over a year. we wanst allowed to go to the movies not allowed to dine at restaurants we wanst even allowed to have visitors to our owned homes. This wasn't a city issues this wasn't California issue This wasn't just a US issue,
This was and still is a world issue. People this is a very serious matter that took our freedoms I took this very seriously I stood at home I followed
All the state and CDC guidelines for over a year!
Just to end Up at a world known hotel Corp that the the manager wasn't at any consern of what we went and going through. Which is obvious to me when it took me three messages and got no response from him I had to twice on my own call him to get him to talk to me.
Guess what he told me that he wasn't able to do anything for me since I have already checked out. that he only would do something if I was still a guest. Will I guess he didn't have the common sense to realize that he wasn't there at the time and that I requested for him and I requested from the front desk to be taken care of
At the time I was still a guest. Did he want me to stay an extra day for him to be in? This not appropriate this can't
Be Excepted not any anyway. I really trusted Marriott to keep me and my love one's safe but this manager does not care for anyone safety. I say to Marriott give the job to someone that can take the job extremely serious
Because covid-19 is just that
I am going to reach out to corporate
Hopefully thay will care. I will let you know how that went. . If not I will need to reach out to CDC
For your and yours please chose a different place to stay.

Date of stay: May 2021
Trip type: Travelled with family
2  Thank jerrysH9681IK
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.
Chris Bourquardez, General Manager at Residence Inn Tustin Orange County, responded to this reviewResponded 19 May 2021

Dear jerrysH9681IK,

Thank you for your feedback. As we discussed by phone yesterday please inform me when you are planning on staying with us in the future and I will ensure you have a much more pleasant stay. Thank you again for bringing these issues to my attention.

Thank you.

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