TLDR: Room reeked of cigarette smoke and had visible ash covering furniture. Hotel manager Carlos was pretty horrible in customer support, problem-solving, and basic empathy for his paying guests. Really, stay somewhere else... -- We are traveling with our kids aged 3 and 6, and booked this hotel for 2 nights for connected rooms. We needed the two rooms because we could not let our kids sleep alone in a room. When we arrived at the hotel, one of the two rooms reeked of cigarette smoke. It was so strong I could not stand to spend any time in the room. I took a photo of the nightstand as an example, you can see cigarette ash on the nightstand and phone. The hotel offered us two rooms next to each other but not connected -- we would have to walk in the hallway for a little bit to get to either room. It was going to be a long, horrible night. In the before times, I traveled a lot, and I have never met a hotel manager with poorer basic customer service skills than Carlos. When I spoke with him, I asked him to please go with me to the room they booked us into originally. He refused, saying "I don't need to, your nose is much more sensitive than mine." He next stated without my asking anything "We changed your rooms, I can't give you something I don't have." Stunned, I explained politely that we would not have stayed in the hotel if the rooms weren't connecting and this would be a big hardship for my family. He said without any apology "I'll waive the parking fee." I asked if that was the best he could do for me, and he said he would also give me 10,000 points (which isn't even a night free at the lowest hotel in Marriott's portfolio). I had Bonvoy Loyalty book us another hotel nearby with connecting rooms, and cancel our reservation at the Hacienda Heights hotel. When I went to pick up my luggage and move it, my key didn't work at their side door. When I asked my friend Carlos at the front desk whether my key worked to retrieve all of our luggage from the room, he proceeded to take my keys and go thru a condescending 5 minute demonstration of how to use a key properly at the front door of their hotel. No sorry it didn't work out, no sorry your room was literally an ash tray, no please come back next time. No offer to help me with the entire cart of luggage I had to take to my car. I hope this hotel's owners might read these reviews and provide Carlos with a refresher course in how to provide proper welcome hospitality to guests, and to help solve problems, not create them. I'll leave it to the case I opened with Marriott Corporate to investigate why we were provided a room at check-in for my children to stay in that had visible signs of smoking.…
Heavily congested parking lot with Contract Cell Tower workers staying at the hotel. Multiple heavy trailers frequently parked at irregular angles and workers who perform assembly operations for the cell tower equipment right in the parking lot leaving nails and screws laying around. Housekeeping does a fair job with the beds... and that’s most important right... but long black hairs throughout the bathroom (I am bald) and poorly cleaned floors (tile and carpet) have been the new normal at this property over my last several stays here. Long black hairs in the bathroom on 5 out of my last 5 stays. Hallways frequently smell like marijuana. Been staying here for almost 4 years... staff has changed over during the past 18 months. Find a Hilton property
I choose this hotel based on location. This hotel is within a few blocks of many shops and restaurants. It’s nicely located off the main road and shares a parking lot access with a senior living area. I will say the hotel seems older but kept up well, no elevator was available when I stayed. Pool area is an attractive courtyard in the center and all rooms seem to have a balcony facing the pool. 4 stars because of the non-elevator accommodations. I travel with heavier bags due to prolonged stays often at times.
Stay away, terrible customer service, worst experience ever, you'll be treated better at motel 6, avoid at all cost. non-caring staff from top to bottom level. waste of money. location ok, rooms too old and smell.
It’s a quiet nice hotel in Hacienda Heights. We stayed during Columbus weekend. Got upgraded to suite room with courtyard view as marriott gold bonvoy member. I was greeted with welcome note for my earlier birthday stay. I loved the personalized attention from the hotel. Room is spacious, nice bedding and comfy. Close to freeway and restaurants. Yes, you have to pay $10 per night parking fees which were mentioned up front during reservation. Not a big deal as it has been disclosed upfront.