Embassy Suites by Hilton Santa Ana Orange County Airport

Breakfast and happy hour

Good customer service

BREAKFAST IS EXCELLENT

THE A/C SYSTEM IS TERRIBLE. THEY DON'T HAVE A UNIT PER ROOM. IS CENTRAL AIR AND HEATING AND MOST OF THE TIME IF FEELS WARM AND YOU CAN'T EVEN SLEEP. THE CURTAINS WERE DIRTY AND DUSTY.

Breakfast!!! 😋

Pricing.

Location. Excellent breakfast.

The bar did not open until five. There was no food available except for breakfast and in the bar at night.

I stayed at Embassy Suites by Hilton Santa Ana Orange County Airport for a week while traveling for work. I’m a loyal Hilton Honors Gold member, and this location was within walking distance of my job site, so it felt like an easy choice. I usually like Embassy Suites, so even though I saw a lot of negative reviews, I figured I’d give it a shot. Pros: 1. Breakfast was excellent 2. Happy hour and restaurant were very good 3. Employees were friendly and helpful Cons: 1. The place is a bit rundown. Towels were frayed, curtains had holes, and there was rust on the vents and drains, as well as spots on some of the light fixtures. I’m not overly picky, but some of this felt closer to a motel than what I expected from Embassy Suites. They are remodeling, so hopefully this will improve. 2. The area felt a little sketchy. There were homeless people in the parking lot—I saw one getting high in the bushes and another checking car doors. I actually had to yell at them from my balcony before an employee came out and ran them off. She was back the next morning as well. 3. The fitness center was pretty bad. No towels, no sanitary wipes, and several of the machines did not work. It didn’t take me long to realize why I was the only one there in the morning. I did see them restocking later, but it’s been my experience that many people work out early. The night crew needs to have it minimally stocked, and all the machines should be working. 4. Doors don’t self-close, which didn’t help the security situation 5. At times, the hotel deals with homeless people getting inside to use the public bathrooms. 6. Housekeeping wasn’t great—sheets and towels were changed, but surfaces didn’t seem to get wiped down. Overall: It wasn’t a horrible stay, but the safety issues alone would keep me from coming back. The convenience of walking to work was nice, but next time I’d stay somewhere farther away and just make the drive. I wouldn’t feel comfortable having my wife stay here alone, and if I had young kids with me, I’d definitely look elsewhere.

The location

The staff. The front desk attendant named Kenny was so rude and disrespectful. Many weeks ago I made my reservation for 2 queen beds and sofa bed. He told me the hotel didn’t have any availability for my request and he offered me 2 options: take a one king bed room or he could cancel my reservation, by the way that time was 11:50 pm. At this time I didn’t have any other hotel options, I was there literally with my family trying to rest and this guy said that. How can any customer service employee could act like that with the guests. He said the housekeeper hadn’t have time to clean the room I requested. That was so unacceptable, and was a big liar because at the end when we argued with him, finally he gave us a room like I’ve requested. So at this point don’t know why he just didn’t want to not only denied that I’ve payed it for but lied too. I’d like to transfer this message to the general manager of that hotel and get at least an explanation. Worst experience ever!!!

Spacious room. Breakfast was included and really good!

Our family was not allowed to use the stairs. We were told by staff that staircases are closed off. Stairs are only allowed to be used during an emergency. A family member suffers from anxiety and gets uncomfortable when using elevators. On our last day at the hotel, my husband and three daughters were in the elevator heading to the lobby and the power went out in the entire hotel, resulting in my husband and daughters trapped in the elevator. Of course it was under 30 seconds, but that was a very traumatic experience for my family!! If we’re allowed to use the stars this situation could’ve been avoided.