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October 2024 by Nicole Ward
We have stayed here several times with this last visit being our third, and second with our baby. There are cheaper options available but we like how consistent, clean and safe it is here.
We like the location as it's close to family and not too congested an area. It is under the path of the airport and near Hwy 55 but the noise isn't too bad. If you're used to a rural area, this may be a change for you.
There isn't too much nearby to walk to: a Starbucks, FedEx store and a Korean restaurant that we haven't tried yet. You will have to drive to other stores and restaurants.
We like the size of the rooms and the perks of having our own kitchen, especially with the baby. A pack n play fits nicely in the "living area" and I like being able to wash and store bottles, baby food etc. The half court, pool and pet friendly amenities are also nice. You do have to pay for parking, which we don't much care for but that seems to be the way of things in southern CA. It is not a secured lot.
Rooms are always clean and staff is friendly. The included breakfast is usually perfectly fine. Your standard hotel breakfast of cereal, breads, oatmeal, yogurt, fruit, juice, coffee, make-it-yourself-waffle and some hot foods that usually include egg, some form of sausage (sometimes turkey) and one other entree.
They are currently doing some remodeling/renovations but that didn't bother us. I wish they would add USB chargers by the bed but they are located on the desk. A little inconvenient but not a deal breaker.
What did bother us is that we requested extra pillows and more toilet paper after our first night. I called in the morning and let the desk know when we'd be out of the room. They said no problem but they never delivered. We got back in late and I had to send my husband down to the desk at 9PM to get toilet paper. I can live without extra pillows but TP is sort of non-negotiable! That kind of soured our feelings on the property a bit. Not sure if there was some miscommunication somewhere or someone didn't pass on the task. The next time we visit family we may rethink staying here. We'll see.
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October 2024 by Abs and T Smith
Descent rooms. Had a 2 bedroom suite. Rooms modern, but moderate wear and tear. Rooms could be cleaner. My wife went and bought cleaner and paper towels to clean our room to a basic level of cleanliness. Overall a good location if getting procedures done at HOAG hospital (6-7 miles) John Wayne airport 5.2 miles. Biggest complaint is the Hwy 55 right out the back is similar to a NASCAR track most of the day and night. Very loud and wakes you up. Bring a noise machine if you want to sleep. Nice pool, friendly staff.
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October 2024 by Liz S
So I had to stay here due to mold remediation going on at my apartment. I didn’t have a choice in hotel. These rooms are all NASTY. Like straight up they don’t vacuum, dust, mop, or scrub ANYTHING. And I would know cause I cleaned the room myself before I moved my stuff in, and my vacuum tank is full, rags brown with dust, and mop water filthy. I have severe anaphylactic allergy to black mold… and I’ve had to move rooms twice now cause of that reaction. There’s mold all behind the caulking. And you can easily tell cause 1) they do it so frequently to cover up the mess that it peels off after 1 shower and 2) you can literally see the mold showing through it. There’s obvious mold on the toilet, causing me more reactions. I’ve legitimately been sleeping outside with my things in my car, and only coming in to pee and sleep for a couple hours at a time. Can’t even stay in the room longer than a couple hours without becoming completely sick. There’s also ants coming from behind the sink area, and the structure of the place is warped in every room from lack of humidity control.
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August 2024 by Barbara Roth
If you are traveling for work and dependent on WiFi to do your job, DON'T STAY HERE!
Subject: Urgent: Unresolved Internet Issues at Residence Inn Tustin Orange County
My letter to Marriot and the Residence Inn:
Dear Ryan,
I am writing to express my deep frustration regarding the persistent internet service issues at the Residence Inn Tustin Orange County, where I have been staying for an extended period for work, paying over $5,000 per month. Over the past two months, I have repeatedly reported inadequate internet speeds, which have consistently been around 0.72 Mbps for downloads and 0.52 Mbps for uploads. Since my work requires a stable and reliable internet connection, these speeds are far below acceptable levels, making it nearly impossible to perform my tasks.
Despite escalating these concerns multiple times to both the engineering department and hotel management, the issue remains unresolved. I was informed by the engineering team that the problem was due to a faulty router and that it would be fixed. However, it has now been well over four weeks, and the issue still has not been addressed. I was offered the option to switch rooms, which I agreed to, but I requested to test the internet speed in the new room before moving. Upon testing, I found that the connection was even worse. When I asked the engineering team why I was directed to a room supposedly having a stronger internet connection, I was told by Jose that his team had not actually tested the connection in that room.
I escalated this matter to the hotel manager, Ryan, for the fourth time, and he assured me that he would schedule an emergency service call and resolve the issue within 48 hours. It is now 72 hours later, and not only has the issue not been addressed, but I have also been informed that Ryan will not return for another three days to look into it. This continued lack of follow-through is incredibly disappointing and has left me without the essential internet service I need for work. To add to my frustration, the management has now stated that they cannot assist me in ending my stay or help me find another hotel that meets my internet needs.
Additionally, when I contacted Marriott Rewards, I was told a ticket would be filed, but it would likely not lead to any resolution since this is a franchise hotel. When I inquired about escalating the issue to the franchise owner, I was told by the onsite property manager that the hotel is directly owned by Marriott. I then asked how to escalate further and was informed Apple Property Management manages the property, but when I contacted them, they stated they do not manage this property. This contradictory information suggests that I am being deliberately misled, which is incredibly frustrating. As a Platinum member, I am shocked by the poor level of service and support I have received.
The prolonged lack of reliable internet is highly disruptive, especially given the nature of my extended stay. The connection is not only unstable, causing frequent disconnections, but even when connected, the speeds are so slow that streaming or video conferencing is impossible. It is unacceptable that, despite multiple reassurances, the hotel's management has neither resolved this issue nor provided a viable alternative.
I would appreciate a more permanent solution. Moving to a different room with a better connection is clearly not an option, but I request that you at least provide a mobile hotspot and replace the faulty modem, as your team has indicated is necessary to resolve the issue. I have already attempted to escalate my complaint further within Marriott's corporate structure, but I am being told that they are not responsible for handling this dispute and cannot provide guidance outside of the onsite manager, Ryan. Unfortunately, Ryan has consistently failed to take any meaningful action, both during and after his working hours, to en
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July 2024 by Priscilla A
Stayed here for a month. My housekeeper Yolanda has been awesome! Breakfast was good (waffle station, eggs, potatoes, sausage, bacon, oatmeal, bagels, toast, cereal, yogurt, and fruit). Wifi isn't the best and super disappointing the pool/spa closes early at 9pm.
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July 2024 by Francine Aguilar
I travel a lot, mostly for work. I am a Marriott Titanium Elite, and will be Ambassador Elite by the end of summer. I have stayed at over 50 Marriott properties just in the past year. I will have to say, this property is one of the worst for cleanliness, customer service, and quality of their rooms. First of all, I have never been denied both early check in and late check out. I understand when hotels are busy, but every other Marriott property I’ve stayed at, has at least been accommodating with slightly earlier check in or slightly later check out (with my elite status, it is a benefit). I tried checking in 90 minutes early, and was told the room wasn’t ready. I was okay with that. But when the time came and I checked into my room, I found a room that was very dirty; it wasn’t wiped down, there was trash left in the shower, supplies weren’t replenished, and I ended up spending 2 hours cleaning and disinfecting the room myself. In addition, the floor of the shower was cracked in multiple places and needed to be refinished. It was quite disgusting and I was very disappointed. I stayed for 6 nights, and I will never stay at this property again. I had left my trash out for over a day and I had to ask the front desk to have someone take my trash because no one had grabbed it. It was a very disappointing stay and I did not experience what I would expect from a Marriott property. Also, I requested a one-hour late checkout and was denied. *I have been told by other Marriott properties that I shouldn’t be denied a reasonable late check out of an hour or two.
Lastly, the lighting in the rooms were less than ideal. It was very dim and I had to buy a travel lamp in order to have brighter lighting in the living room area.
The only positive about this property is the location. It is central to everything I needed. There is another Marriott property in the same parking lot. If it’s under different ownership I will try that one next time. But I’m definitely not ever staying here.
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July 2024 by Lucas Moore
My friend had to come here because the apt above her had overfilled their tub which damaged her apartment as well and I came from out of town to stay with her for 10 days. And let me tell you I CANNOT say enough to how amazing this place is. The staff, the rooms, the breakfast every morning was above and beyond Amazing. ??
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May 2024 by WEDAD ALMOUSA
Very disappointed with service received. Dirty rooms, no kitchen amenities (supposedly fully equipped kitchen with nothing to bake with). No oven tray and informed they can’t get me one, housekeeping can’t find one. Broken bathroom vent they refuse to fix. Unacceptable. Informed front desk and response was sorry can’t help.
Kitchen dirty, I asked them to clean they said they did already (sticky stove and countertop). Asked for silverware to replace missing ones they said they don’t have any more.
Light bulb out 2 days ago, still hasn’t been replaced despite reminders.
Have to stay here unfortunately to complete our stay but absolutely don’t recommend.
They need to improve their customer service and change management!
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May 2024 by T Music
Made reservations showed up from 2000 miles away to find out they have our rooms away
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May 2024 by Chris Codrington (Lostthoughts909)
I booked a 2 bedroom suite for my family (2 adults and 3 children) weeks in advance for a wedding. Hours before check in I get an email stating the room is no longer available but they can provide 2 rooms near each other for the same price.
Of course when I reply they don’t bother to respond so we call the number from the email. After two attempts we finally get guest services. The lady tells us we can either take what they have or take a refund. She was in a rush because she said she had someone in front of us so we had to answer quickly or call back.
My caucasian mother in law was also staying in the hotel. She went to guest services as was able to talk to a “night manager” who offered 2 rooms next door to each other at a reasonably discounted rate. They said we would have 2 rooms on the third floor right next door to each other. She said if we had any issues just let her know because she’d be there all night.
My wife decided to call to verify since this would be a long drive and we wanted to be sure. Suddenly everything changed. Now they were talking about us taking the two rooms one night then switching us to the room we requested in the first place for the second night! WHAT??? At this point we told the lady to just give us a regular room for one night with the discount the manager promised. We figured we could just find another hotel for the rest of our weekend even though this was Mother’s Day weekend!
The lady on the phone tells us the price of the room and it’s the exact price on the website. She then offers a $5 discount that is the member price on the website. I’m already a member by the way! Finally, like we’re at a pawn shop, she offers $5 discount to go with the parking they already promised. Since we were on the road, we told her we’d see when we got there.
Once we got there the $5 discount was it and the “night manger” was nowhere to be found because according to her, they left early. She kindly offered to take my money tonight and talk to someone else about it in the morning.
For the amount of money I was paying and the amount of family members we brought, in multiple rooms, I was hoping to be treated with a little more respect. Hyatt and Hilton never treated me this poorly. I hope you guys get this together.
Rooms: Small and not what we booked.
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May 2024 by Susan Page
Always nice for a getaway
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March 2024 by Jason Brown
Room was great. Front desk was friendly. Room service... never saw them over our 6 day stay. Not once did they come into the room. Our trash piled up and on the last day we used the final piece of toilet paper. That was disappointing. Other than no room cleaning it was a nice place to stay.
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March 2024 by Suleman Ishaque
Residence inn is our favorite hotel and never lets us down anywhere we have booked. Rooms are like an apartment regardless which one you book. Real breakfast in the morning and excellent service!
Rooms: Like renting an apartment! The kitchen has utensils and dinnerware.
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March 2024 by Andrew Smith
Food and drinks: Great breakfast Buffett!
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March 2024 by Allison Gendreau
First the blood on the curtains really set the mood. The staff were apparently scared to help a customer because of their unruly manager Karen. The engineer Jason was creeping around my bed while I took my dogs out and Karen informed me I could comply with her requests or she would have me kicked out. It was a lovely conversation where she made sure I knew it was her hotel. Karen also stated "this is not your home" while shoving her finger in my face like a child. Additionally after repeated requests that they call before coming to my room, Karen came knocking on my door with Jason (who previously was lurking around my bed instead of the kitchen where several issues were) with zero notice. Intimidating and harassing a guest is hardly management material. She takes a lot of phone calls in the office so I guess she's busy with that. Horrible experience. Will definitely NEVER go back and am considering eliminating my Marriot bonvoy membership. Your point system is a scam anyway. My points haven't changed even after all these stays. There is no option for 0 stars. So you got 1
