Embassy Suites by Hilton Santa Ana Orange County Airport

There was honestly nothing good about this stay. I can't believe Hilton would put their name on this property.

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.

This hotel is in need of a renovation!! The atrium area looks okay, but that's where it ends. My room had a few issues: bathtub peeling, floors worn, house phone inoperative, and heater didn't work. I reported the heater problem to the front desk. About 10 minutes later, housekeeping was at my door with a small space heater. She assured me engineering would stop by and look into the heat problem- they never did. The space heater was their solution. And they would never admit that. I tried using the fitness center- that was a disaster. The room is actually falling apart! Windows are dirty, Lots of rust, and the equipment is missing parts. Find another hotel- this place is very overpriced for the condition it's in.

We stayed at this property for three nights using Hilton Honors points, and the experience was extremely disappointing. We had to change rooms due to multiple maintenance problems: the heat did not work, only the fan was available, the bathroom door was falling off its hinges, and the in-room telephone was broken. Both rooms had a strong smell of paint and stagnant water, and mold was present on the bedsheets. There was lots of fruit files. On top of this, construction-related noise made the stay even more unpleasant. After the stay, our child became ill, which may have been related to these poor room conditions. While two nights of parking were comped, we stayed three nights, and this does not reflect the severity of the issues. As Hilton Diamond members, we expect a higher standard of care. We will not stay at this property again unless significant improvements are made.

Stained sheets looked like blood, tub was delaminating, holes in the carpet the size of a football, holes in the wall and crud on the walls too. What more could you ask for?

Overall value for a quality stay and professional staff

Had to leave

Great breakfast and very good staff.

First room amenities shouldve been in better condition.

Breakfast

Outdated, dirty room and leaking faucet

El personal muy amable

El baño realmente muy descuidado los pisos muy sucios