“Embarrasing Pool-Hottub area- Horrible Breakfast-Horrible Parking- Poor Service -Bad for Kids”
After much searching for a good suite, I thought I would try this hotel. We stayed here four nights. Honestly,the room was clean and the bed was comfy. This is what kept us there. The pool is smaller than the one in my yard and was GREEN and DIRTY like you would expect at a Super 8, but worse.. The hot tub was filthy and the water was so low that the pump was sucking air. The pool area was so FULL of people in such a small space that we couldn't even go swimming. The breakfast line was LONG and it closes at 9am. Honestly, that's way too early if you're on vacation and have a family to get up and ready. Also, the food was NEVER NOT ONE TIME full. We had to wait constantly for the cooks to fill it back up. Wouldn't you know after a few weeks of offering a breakfast how much you need to cook? It was unbvelievable and everybody I looked at had the same look on their face, like "who is managing this, and why is this happening?". Also there is NO FITNESS AREA- and these are apartment-like suites. You have to walk outside to get to breakfast, etc. You feel like a herd of cows going to breakfast every morning only to get LESS than you expect. Embassy Suites may be another $20 a night and honestly I have been kicking myself EVERY minute I think of why i tried saving a buck. I understand that with cheap hotels you get nothing in return, but for $114 a night, I expected much much more and we are DEEPLY DISSAPOINTED because our once a year Southern California vacation was ruined by ONE POOR CHOICE. I recommend anyone wanting to stay at this hotel to understand that you get a clean bed and room, but it stopped there for us. Forgot to mention the leaking airconditioner above the bathroom sink area that leaked nasty water on my head while shaving. I looked up and saw a lot of white nasty stuff where it was leaking and didn't say anything to my wife because I felt bad enough for what she had seen and didn't want to make it worse. NEVER NEVER NEVER NEVER AGAIN. Lastly the service was weird. I had asked to check in early (11am) and it took 2 hours to get one suite ready and this was after I practically begged the lady to help us out. There were tons of people checked out and GONE by 10am yet they couldn't get us in a room? Housekeeping was out and cleaning at 9am everyday!! In 2009 we checked in at 6am at the Embassy in Anaheim, NO PROBLEM and they BENT OVER BACKWARDS to make it happen. Not here. The gal seriously told me she had other things to work on and that she would get to me when she could. It was embarrassing to customer service in the hotel business. Honestly just writing this makes it even worse and I feel bad for the hotel, but this is an honest review of our experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 8, 2011
Thank you for choosing the Chase Suite Hotel Brea on your recent visit.
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I had a chance to read the review that you recently completed. I was concerned to hear about your experience with our hotel. We strive to accommodate all of our guests and their needs, and I was disappointed to hear about the problems you encountered. I know that does not change your experience but I hope that you can feel confident that we heard your concern and are definitely doing something about it.
I wish we would have known at the time of your stay the problems you encountered, that way we would have had the opportunity to make them better. I apologize that for the duration of your stay we had 4 groups in-house and the hotel was quite busy. This is by all means NO EXCUSE to what you encountered while you stayed with us and I would love to attempt at making it better for you.
You made your reservation through Expedia, therefore I have no email address to contact you through. Please email me at email@example.com or call me at 714-579-3200 at your earliest convenience to try to resolve any dissatisfactions you had with our hotel. We are not in the business of dissatisfied guests and try to exceed our guests expectations, that is why when something like this happens we take it very seriously.
I apologize again for the problems, and thank you for taking the time to let me know about them. Without your guest feedback we cannot continue to improve our services. I look forward to your email or phone call.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.