As a Diamond Hilton Honours member I was very disappointed to encounter the most inept and incompetent front of house staff that I have experienced in many years. Arriving at 1800, on 15 December 2014, with four children and a heap of luggage, I received no assistance with check-in and basic questions couldn't be answered. For example, staff had no idea what time the shuttle for Disneyland arrived in the morning and had no interest in providing any information or assistance.
My profile / recorded preference is for a high room away from an elevator... we were allocated a mid level / lower room diagonally opposite an elevator despite the hotel being nowhere near full occupancy. I am sure that they could have got us in the elevator if they really tried!
A pre-authorization was debited against my credit card to cover accomodation and incidentals, no great drama with that, but then a further two pre-authorizations were debited against my credit card for no apparent reason in the proceeding 24 hours resulting in my bank placing a hold on my credit card for suspicious repeat transactions. Let me guess... the hotel has to ensure security over every transaction made in the restaurant, or at the bar, despite my full details being held on file and despite me staying at these hotels on average for couple of months each year.
Due to the hold being placed on my credit card, I paid for Disneyland tickets at reception on a separate pre-paid credit card that was preloaded with USD only to find that an incompetent staff member also used the second credit card for a preauthorisation despite having no authority to do so and no apparent reason or need for doing so. This resulted in me being unable to use the first credit card or from making cash withdrawals from the second pre-paid credit card. Consequently, I was caught out without any credit or cash for a day until this was rectified by my bank. To the credit of one staff member working in the hotel's account section, she did her best to rectify.
You guessed it, the Hotel Manager was far too busy to make himself available to discuss the matter... couldn't be bothered - was in a conference call all day from memory. Let me guess again... despite having my email address, US mobile number and room details he just could not get hold of me to discuss. I am surprised they didn't do a national name check on me and double check the repeat pre-authrosiations...
To balance this very bad experience, I must say that the room standard was very good, the staff in the restaurant and in the bar were outstanding and the breakfast was excellent. Sadly, the experience that I had with the front of house staff left me with a very tainted view of this hotel and I think it's pathetic that a manager could not even make himself available to discuss, even for a minute... hence my post! The value of being a diamond member at this hotel is negligible at best!
- Official Description (provided by the hotel):
- Welcome to the newly-renovated Embassy Suites Anaheim-Orange! Our completely re-designed all-suite hotel is ideal for both business and leisure travel. Guests appreciate our spacious two-room suites, complimentary cooked-to-order breakfast and evening reception served daily in our inviting and contemporary atrium. Relax in our luxurious suites with a separate living room with sofa bed, microwave, refrigerator, work desk and a spacious bathroom featuring a separate shower and tub. This three diamond, three star hotel also offers an indoor & outdoor pool, Jacuzzi and 24-hour fitness room. ... more less
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- Also Known As:
- Hilton Suites Anaheim / Orange Hotel Orange
- Hilton Hotel Orange
- Hilton Orange
- Orange Hilton
- Embassy Suites Anaheim - Orange CA - Orange County