Staying in this Hotel was akin to staying at a self-service motel, while its restaurant for breakfast was definitely a throw-back to school days with hairnet/apron-wearing servers behind a stainless steel and glass-covered counter serving food on plates and trays. It would rank average as a motel, but makes a poor hotel, with its bad service and misrepresentation.
Rooms and hallways were dated, and my husband had to kill a roach in the bath. They served greasy cafeteria food for breakfast (hash browns, eggs, bacon, toast, whole slightly washed apples and unpeeled oranges). We felt we could get a more satisfying and less expensive meal staying at a real motel and eating at McDonald's.
We arrived late in the evening, past 10, and had to bring all our luggage in from the "hotel service" van ourselves (an independent contractor bookable through their website who, despite having been booked in advance, had us waiting 30 minutes at the airport). We then had to stuff our bags into a tiny trolley we found somewhere in the lobby and struggle with them to our room. There were 2 people at the front desk at the time, but neither bothered to assist us, not even to help point out where the trolley was, nor open the door or elevator, which was to each side of the front desk. Note, there were 0 other guests at the time.
We had booked a room with a Sleep Number Bed, but were given keys to a normal room, which we didn't notice until we had already unpacked (foolish of us for trusting they would at least give us the correct room, after being told so at the front desk). We called and were asked to come back down to the lobby and transfer to another room. Seeing as they didn't have anyone to assist with bags (front desk told us that the evening staff "don't do luggage"), we opted to stay in the downgraded room, with the understanding that the management would be informed so that the added charges for a Sleep Number Bed would be reversed.
The next day we were told that there would be no adjustments since we got the room at a discounted price (having been foolish enough to book it months in advance) and that we opted to stay in the downgraded room when we could have just transferred to the correct room. After some arguing with the same front desk staff who had been there the night before, we were told that the manager was still unavailable so he couldn't make the call to reverse the charges. Again, we were informed that he would consult and let us know at the end of the day. Apparently, this wasn't resolved by the time we arrived in the evening, so we decided to cut our losses and transfer hotels.
I would have given this a terrible review, if it weren't for the graciousness of the morning front desk officer, Chris, who apologized and reversed the charges (without needing to confirm with a manager), when we checked out.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Maddie A,
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Thank you for staying with us during your visit to Buena Park and for giving us your feedback by completing the review on our property. As the only full service all suite hotel in Buena Park, I do apologize for our failing to meet and exceed your expectations in regards to our complimentary cook to order breakfast buffet, our suites, and customer service.
It should not be necessary but, occasionally; we must be reminded that we are in a highly competitive business where service is often the only distinguishing feature between us and our competition. Service is our business and I am terribly embarrassed that you weren’t treated as one would expect at a Radisson hotel.
Again, thank you for your comments and we hope to be of service to you in the future.
Director of Sales & Marketing
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.