City Express by Marriott Santa Ana/Orange County Airport

d

That room was great and breakfast it was great

The staff was great. Room was clean

Room 415 Our stay started without issues, as we arrived around 11 pm and went straight to sleep. However, the next morning everything went downhill. The bathroom sink was completely detached from its base, and when we tried to shower, the showerhead also fell off due to poor installation. We reported both issues to the front desk before leaving, and were told we would be moved to another room upon our return. Unfortunately, when we came back, we were unable to access Room 415. At that moment, I had an urgent need to use the restroom, so I went to reception for help. Instead of receiving immediate assistance, I was questioned about whether I was a guest. While I understand security measures, the situation clearly required urgency and empathy. I was told the restroom required a code, and even after explaining the urgency, I was given an unnecessary lecture before finally receiving it. After using the restroom and confirming I was the guest from Room 415, the staff member’s attitude suddenly changed. Ironically, this same employee had ignored us earlier while engaged in a personal conversation. Overall, the experience was very disappointing. The poor maintenance of the room and the lack of professionalism and empathy from staff made an already uncomfortable situation worse. Having to beg to use a restroom due to issues caused by the hotel is unacceptable. I would not stay here again.

Overall, staff were very pleasant, property was well maintained. However , at no time during my check in process was I informed that they will be assessing a parking overnight fee. Received invoice / receipt via email after checking `out stating that my card on file was accessed two night parking fee. this was not for Valet service. Self parking !!!!!! incredibly disssapointed.