First, let me say, had I written this review one year ago, I would have given 3-4 stars for great location and a satisfactory room. However, this year, on the first night of my visit, I spun the toilet paper roll and a HUGE cockroach fell out and ran across the bathroom floor. I did manage to kill it (although it was very fast) and I checked the room for more, but didn't find any. I tried to convince myself that it might have been an isolated incident and that it might have come in with the maid service. The next morning, my friend, staying in the room next door, told me that she, also, found a large cockroach in her room. We reported it to the front desk, but they weren't very concerned and told us they were "palm bugs" that lived in the palm trees surrounding the hotel and that there wasn't anything that could be done. They wouldn't spray and didn't offer us any solutions. By the end of our 3 night stay, my friend had found 1-2 cockroaches a night (crawling up the wall behind the headboard, on the floors, and in a drawer!) I didn't find any other cockroaches after the first night, but was always on edge and checking around the room. I told the front desk again at check-out about the problem with cockroaches, and they just said "sorry,....here's your receipt". I was so disapppointed with the lack of concern of the hotel staff. Had they offered to spray or move us, or at least tried to find a solution, I may have felt satisfied. Unfortunately, I will need to find a new hotel to stay at for my Disneyland trips.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
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I’d like to address your review as it connects to the review of another guest from your party who posted the same complaint. Your account of this event and the frequency of your friend’s discoveries are inaccurate. I find it upsetting that you posted this after the great effort my staff made to address and correct this issue. We did relocate a member of your party to another room in house as you requested and the members that were not willing to move rooms were relocated to a neighboring hotel. A sincere apology and full compensation were given and you spoke directly with my room’s division manager and chief engineer as they were inspecting & servicing your room. When they couldn’t find anything you said everything was okay and you thanked them for their efforts. Then you shared a long story about how the guest’s from your party we relocated were over reacting. Hearing that and now seeing this post completely puzzles me. I’m not sure why you decided to tell only one side of the story, but I hope I can set the record straight. Contrary to your claims, we did have Eco Lab inspect and service those rooms the following day and they did not find evidence of any pests. I’m not sure what happened on your way home to change your mind, but when you left my lobby you seemed okay with the resolution we provided. I realize that some of your other family members were very upset with the circumstances; however we exercised great care and compassion in our efforts to remedy this situation. I stand by my staff’s efforts to respond, assist and deliver the appropriate solution.
Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.