To whom it may concern,
We have stayed at Embassy Suites Anaheim North many times, but the quality has declined with each visit. This last stay was by far the worst, and unfortunately, it will be our last.
Our room had no ironing board, a broken chair, a shower with a loud leak, and a bathroom door that could only be forced open. The safe didn’t work, the ice machines on three floors were broken, and there were no luggage carts at check-in, my 80-year-old grandmother was told she would have to “look for one herself if they aren’t out front”.
Housekeeping never came during our two-day stay, so we had no clean towels, no fresh sheets, and not even extra toilet paper…we had to call for it. Most staff interactions were unpleasant, with the exception of John, the night manager, who was professional and helpful.
The most disappointing part was at checkout. When asked how our stay was, we replied, “terrible,” yet the only response was, “Oh, I’m sorry.” No questions, no concern, and no effort to address or even acknowledge the specific issues. That interaction confirmed for us that guest satisfaction is no longer a priority here.
We’ve always chosen Embassy Suites for comfort and consistency, but this experience was unacceptable. It’s disheartening to see a place we’ve been loyal to for years disregard its guests to this extent.
Thank you,
Dolly Spencer & Family