This is not our first stay with Residence Inn. We always get a two bedroom suite so the kids have their own room. When we checked in the front desk person was not friendly but nothing I would have thought much about. When we opened the door to our suite, I could tell immediately the A/C wasn't working, and there was a strange odor in the room. My niece described this smell as "bottom of a hampster cage." I contacted the front desk only to be told that there was no maintenance personnel on the property and no other employee available to "watch" the front desk so that the person running the front desk (also the person I was speaking with) could come up and check the A/C. No offer of when they would be up or anything else. I wasn't sure what the girl at the front desk knew about air conditioning anyway, so we decided to unpack and wait for the breeze to cool off the room via the windows. Then half the windows wouldn't open. My husband tried and couldn't budge them either. We decided to leave and come back when the room would be cooled down by the outside temp.
In the morning someone from maintenance came to our room and told us to switch the gauge from COOL to FAN. Thinking this was the issue, we did as he said and then left for the day.
When we returned late in the afternoon, the room was still hot. I called the front desk. Two people came to the room. One was a female desk clerk and one was in some type of supervisory role. They fiddled with the gauge and then offered to put us in two different rooms until the maintenance person could look at it the following day. My husband had one child and I had the other in the two separate rooms, so we spent the night apart instead of as a family on our "family vacation". The next day the unit finally got serviced and the A/C worked fine for the rest of the week. Unfortuneately the smell remained but I was afraid to ask to move since they had put us in two separate rooms previously stating they didn't have any two room suites available. I sprayed febreeze and moved on. The next day we met some folks who were staying there long term due to flooding issues at their home. They were frustrated because when they walked their dog the dog mess receptacles on the property were constantly overflowing with trash. After the second day of witnessing this, I contacted the front desk and they stated they would contact housekeeping to empty the trash. The entire stay continued like this. Stupid problems and non responsive customer service. Calling the front desk was unpleasant as the general attitude was "Stop bothering me". When we continued to encounter issues, I filled out the comment card which states "any employee" can be given the comment card. I was specific, listed the issues and left a note asking the housekeeper to take the comment card. No one ever did. When we finally checked out we brought these issues to the attention of the front desk supervisory type person. He told us that they did not feel responsible for the issues as we had not adequately reported them and given them an opportunity to rectify the problems. Nice....won't be staying there again-guaranteed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
26 June 2012
Our staff takes great pride in providing exceptional guest service complementing our well maintained property. Our team members our empowered and given the resources to resolve any range of issues or concerns that could affect a guest stay. Additionally, we have on-call management/technicians for rapid resolution to more urgent guest matters. Further procedures are routinely executed to follow up, with the guest(s), should a problem arise during the stay. The Residence Inn Anaheim Hills is an upscale property that is marketed as providing “the comforts of the modern home” and we know that we must deliver to each guest(s) expectations. Regarding your stay, I was the hotel contact that you have indicated bringing your concerns to and I was also the contact you spoke with upon check out. I want to assure you that I had followed up all issues that you brought to my attention. Several team members also communicated each issue that you brought to their attention. We strive to provide a stay that is flawless and exceeds the guest(s) expectations. If any aspect of your stay does not meet your expectations, we ask for the opportunity to not only make it right but then also go the extra mile you. We keep in mind that guest(s) may not want to express any feedback and know that it is never ideal for a guest to voice a complaint or express dissatisfaction. Our proactive operational approach helps avoid issues such as the trash receptacles filling up and our A/C units are routinely serviced. However, we also proactively seek guest feedback so that we can address an issue and avoid a guest from being inconvenienced. We set high goals for ourselves and thoroughly review all comments to see what areas we can improve and to also recognize what we have done right but we ask for fair and accurate reviews. Please accept my apology that we did not meet the needs of your stay. Feel free to contact myself for any further assistance. You expressed that you will be in the area again soon, and at departure, accepted my invitation for a night back. I wish to convey my invitation again. Please contact me direct as I am confident that your next stay will be nothing short of exceeding your expectations.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC