17 Best 5 star hotels in Tustin, CA (2022)

Darian Javaheri

Upon arrival, the front desk told us they gave our two queen bed in which we reserved months ago to someone else! After talking back and forth for a few minutes, the best they could offer us was a single bed, along with a sofa bed, which on their own website stated sleeps 3 In my case, we were a family of 4, resulting in 1 person with no bed to sleep in They didn’t reimburse us for the cheaper room they substituted

Instead, the manager threatened to kick us out of the hotel for us requesting them to give us the correct room which we reserved and had paid in advance for After being about our situation, the first thing the manager said “we have explained we don’t have the room you booked, we will do you a favor by canceling your reservation” To make matters worse, the manager forced me to formally apologize to her, or she would cancel our reservation for questioning why they gave our room away, getting no answer in response each time A manager centric awful solution to leave me as the costumer without the room that I prepaid for in advance It was take the room for 3 people which was the managers solution or take the highway Left with no good option, we finally walked into the reassigned room, there was a dirty sock in the middle of our sofa bed Taking a picture of the sock and showing the front desk, they said, and I quote, “we are sorry” The manager escalated the situation way further than necessary, and was completely blind to reasonably accommodate our reservation My family tried to be patient, and the front desk employees were doing their best, but the way the manager treated me and my family was unprofessional, disrespectful, and uncalled for

Ellie

I stayed here for one night in 2022/8 and the cleaning condition was below average There was a pillow case left behind the sofa and a hand tag (from the previous customer) on the floor inside the closet I think it’s unacceptable for a 4-star hotel

The next morning, a staff mistakenly opened our room door via universal key while my partner and I were still in the room I found it very disrespectful and will not recommend this hotel

Sofie Carp

I was sorely disappointed The service provided by the service staff was disappointing Several issues occurred starting with check in

The manager had to be called He took his time coming to assist After about 20 mins of waiting, the attending clerk had to go look for him After about another 10 minutes, she returned with the manager He was unapologetic and confirmed what I had already told the clerk with the exception that he stated they had no suites at the hotel I later found out what I was told was untrue through asking of the cleaning staff on our floorOn a separate day, a different manager was in the lobby asking guests if he could be of assistance Our party asked him if the restaurant was available for lunch He said no, but there was food and drinks available in the second floor pool area We went up to the 2nd floor only to be told by the person working the pool area bar, that all that was available was snacks (chips) and drinks She did mention that food was available only on weekends, however, this was a FridayOn check out day, I was treated differently from another guest checking out at the same time I was just told that I was was “done” I had to request a copy of the receipt since I had issues during check-in and want to make sure I was not charged for anything as my stay had been pre-paid While I waited I notice the person checking out at the same time was being treated very differently, asked how they wanted their receipt and if they wanted any water for their return trip home I don’t know if how I was treated was because I was a different color and gender than the person checking out at the same timeThe valet staff was very different, they were very attentive and their customer service outstanding