Lobby

Reviews of Embassy Suites by Hilton Santa Ana Orange County Airport

3.5 out of 5

Reviews

6.2
Rating 10 - Excellent. 323 out of 1215 reviews" "
Rating 8 - Good. 189 out of 1215 reviews" "
Rating 6 - Okay. 235 out of 1215 reviews" "
Rating 4 - Poor. 201 out of 1215 reviews" "
Rating 2 - Terrible. 267 out of 1215 reviews" "

6.4/10

Cleanliness

7.0/10

Staff & service

6.6/10

Amenities

6.0/10

Property conditions & facilities

6.8/10

Eco-friendliness

Reviews

4/10 Poor

Richard

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Rooms dirty, had to change room. No towels in first room, when asked for extra towels. , did not have any. Told couple of hours to get towels??? Place is run down. Told rooms on upoer floors are better when cgecking out, out when checking in?
Stayed 1 night in Apr 2024

10/10 Excellent

Leslie Ann

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall outstanding facility with top-notch service--all the employees we interacted with were professional, knowledgeable, and friendly. We had a great experience that exceeded our expectations.
Stayed 5 nights in Apr 2024

4/10 Poor

Tim

Business traveller
Balcony is filthy dirty and does not appear to have ever been cleaned
Stayed 1 night in Apr 2024

4/10 Poor

Pamela

Travelled with family
Disliked: Staff & service, property conditions & facilities
The bathroom door was broken and had water damage. Free airport shuttle had no driver so had to taxi. No one knew where ice machine was. One person said 9th floor another 3rd floor. Finally found it outside emergency door. The food was ok. They did not deal with cash at all. Had no cash on hand.
Stayed 1 night in Apr 2024

8/10 Good

Roger

Travelled with family
Liked: Staff & service, amenities
The breakfast was good. The fountain in lobby was beautiful. We liked glass elevator. Staff was great. There was a hole in shower ceiling around sprinkler. There was mold around vent. Room was musty. Sofa bed you could feel every spring. Sheets and shower curtin were stained . Floor didnt seem to be vacumed.
Stayed 4 nights in Apr 2024

10/10 Excellent

Qian, Flagstaff

Liked: Cleanliness, staff & service, property conditions & facilities
Staff are friendly. Rooms are clean and spacious. Breakfast is good and adequate.
Stayed 4 nights in Apr 2024
Response from Cheryl C. on 28 Apr 2024
We're delighted to hear that you found our staff friendly, rooms clean and spacious, and breakfast enjoyable during your stay with us. Providing a positive experience for our guests is always our top priority, and we're glad that we could meet your expectations in these aspects. Should you have any further feedback or if there's anything else we can do to enhance your future stays, please feel free to let us know. We appreciate your kind words and look forward to welcoming you back again soon!

10/10 Excellent

Natalie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed for two nights, 2 adults 2 teenagers. Room was spacious had everything we needed and then some. Our bed was so comfortable, breakfast was great boys and indoor pool was also enjoyed. We will definitely stay again.
Stayed 2 nights in Apr 2024
Response from Cheryl C. on 23 Apr 2024
Natalie, thank you for sharing your positive experience with us! We're thrilled to hear that you enjoyed your spacious room, comfortable bed, delicious breakfast, and the indoor pool during your stay. We appreciate your kind words and look forward to welcoming you back for another enjoyable stay in the future! If there's anything else we can do to make your next visit even better, please let us know.

10/10 Excellent

Irina

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Cheryl C. on 23 Apr 2024
We're thrilled to hear that you had a wonderful experience during your stay, Irina! If there's anything specific that stood out to you or any staff member who went above and beyond, we'd love to hear about it. Your feedback helps us ensure that every guest has a fantastic stay.

10/10 Excellent

Angel

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is Very Friendly! The Facility is Open & inviting
Stayed 1 night in Apr 2024
Response from Cheryl C. on 19 Apr 2024
Thank you for your positive feedback, Angel! We're glad to hear that you found our staff friendly and the facility inviting. If there's anything else we can do to enhance your experience, please don't hesitate to let us know. We appreciate your patronage and hope to welcome you back again soon!

4/10 Poor

Erin

Travelled with group
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The property was very, very run down. Our room had scratches all over the walls, dents in the door, dirt piled up in the corners, filthy carpet, stained duvet covers, poor lightning, broken fridge (which led to our left overs spoiling), etc. The staff was very kind though, we got our money back for the spoiled food and they recommended a nearby restaurant that was open to delivery, straight to our room. They also had a nice selection of drinks/snacks near the front counter. The hotel itself is VERY run-down but the staff is lovely. It met our needs but I probably won't stay there again.
Stayed 3 nights in Apr 2024
Response from Cheryl C. on 19 Apr 2024
Erin, we are so sorry to hear about the condition of your room. Thank you for recognizing our staff's efforts to assist you during your stay. Your feedback is important to us, and we will address the issues you mentioned to ensure a better experience for our guests in the future. If you decide to give us another chance, we hope to provide you with a much-improved stay.

10/10 Excellent

Sonia, wilmington

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It felt like home
Stayed 1 night in Apr 2024
Response from Cheryl C. on 19 Apr 2024
Sonia, we appreciate your 5-star rating and are happy to hear you felt at home with us! We hope to have the opportunity to welcome you back for another enjoyable stay in the future!

6/10 Okay

Jean Pierre

Travelled with family
Liked: Staff & service
.
Stayed 3 nights in Apr 2024
Response from Cheryl C. on 16 Apr 2024
We appreciate your rating but are very sorry we didn't meet your expectations. We hope you'll give us another opportunity to provide you with a better stay and earn your loyalty.

4/10 Poor

Brian

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Property needs an extensive remodel. Pool area had holes in the drywall, towels weren't available, pool deck had puddles everywhere. The breakfast buffet quality has decreased and the area in general was dirty.
Stayed 1 night in Apr 2024
Response from Cheryl C. on 16 Apr 2024
We apologize for the inconvenience you experienced during your stay. Your feedback regarding the property's condition, including the pool area and breakfast buffet, is valuable to us, and we will address these issues with our team to ensure improvements are made. We appreciate your patience and hope to have the opportunity to welcome you back in the future with a better experience.

8/10 Good

Raymond, fresno

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convienent location near freeways and shopping, especially the District.
Stayed 1 night in Apr 2024
Response from Cheryl C. on 16 Apr 2024
We're delighted to hear that you found our location convenient. Thank you for choosing to stay with us, and we hope to welcome you back again in the future!

10/10 Excellent

Mike

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful lobby and central area. Cool elevators. Separate sitting area and nice bedroom each with a good size TV. Great valet and bell hop service. Good breakfast with cooked to order omelettes. Nice happy hour. Beautiful building.
Stayed 2 nights in Apr 2024
Response from Cheryl C. on 16 Apr 2024
Thank you for your kind words! We're thrilled to hear that you enjoyed the beautiful lobby, central area, and cool elevators. We're glad you enjoyed the breakfast with cooked-to-order omelets and the nice happy hour. We take pride in our beautiful building and strive to provide a wonderful experience for all our guests. We hope to welcome you back soon for another enjoyable stay!

6/10 Okay

Myra

Stayed 2 nights in Apr 2024
Response from Cheryl C. on 14 Apr 2024
Thanks for your rating, Myra! We hope to provide you with an even better experience the next time you visit us.

6/10 Okay

Margarita, Newport

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We have stayed at 2 other embassy in Brea and Ontario which we enjoyed we decided to be closer to the airport so chose Santa Ana we stayed for 4 days we needed toilet paper, clean towels, our trash taken out we asked the front desk (we would have called but the 2 phones in the room didn’t work they said they would fix them )came back from our moms funeral service to a room with no toilet paper, no towels,and trash cans still filled with trash. Look we don’t ask for a lot but when you pay to fly pay for a rental car and pay for a room ( and unfortunately have to pay to park) these simple things are not a lot to ask. Margie Propes
Stayed 1 night in Apr 2024
Response from Cheryl C. on 12 Apr 2024
We're truly sorry to hear about your disappointing experience during such a difficult time. It's unacceptable that your requests for basic amenities weren't met, and we apologize for the inconvenience and frustration it caused. We'll ensure that your feedback is shared with the relevant teams to prevent similar issues from occurring in the future. Please accept our sincere condolences for your loss, and thank you for bringing these issues to our attention.

6/10 Okay

Kaitlin

Disliked: Staff & service
Stayed 3 nights in Apr 2024
Response from Cheryl C. on 11 Apr 2024
Thank you for your feedback, Kaitlin. We hope to welcome you back for an even better visit.

6/10 Okay

Scott

Travelled with partner
Liked: Staff & service, amenities
Many of the common area trash receptacles were full or overflowing. Most of the ice machines were inoperable that were located on each floor level.
Stayed 2 nights in Apr 2024
Response from Cheryl C. on 11 Apr 2024
Scott, we appreciate your feedback. We apologize for the inconvenience caused by the full trash receptacles and inoperable ice machines. Your comments have been noted, and we will address these issues promptly to ensure a better experience for our guests in the future. Thank you for bringing these matters to our attention.

10/10 Excellent

Gertrudis, San Bruno

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent.
Stayed 1 night in Mar 2024
Response from Cheryl C. on 7 Apr 2024
Thank you for your positive feedback! We're delighted to hear that you had an excellent experience with us. If you have any further comments or if there's anything else we can assist you with, please don't hesitate to let us know. We look forward to welcoming you back again soon!

10/10 Excellent

Latorsha, Adelanto

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great customer service, clean rooms umm couches can use a update lol
Stayed 1 night in Mar 2024
Response from Cheryl C. on 7 Apr 2024
Thanks, Latorsha. We appreciate your 5 star rating and are delighted you enjoyed your stay. We hope to welcome you back to our hotel the next time you have lodging needs in our area. Thanks again!

2/10 Terrible

Juan

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
First night, the fire alarms went on like 5 times and in the morning too, we found dog food in the bathroom, carpet was not vacuum and sofabed mattress was incontrable.
Stayed 2 nights in Mar 2024
Response from Cheryl C. on 3 Apr 2024
Juan, we're deeply sorry to hear about the inconvenience you experienced during your stay. Your comfort and satisfaction are of utmost importance to us, and we apologize for falling short of your expectations. We have taken note of your feedback regarding the fire alarms, cleanliness issues, and the condition of the sofa bed mattress, and we will address these issues promptly to ensure a better experience for our guests in the future. Thank you for bringing these matters to our attention, and we hope to have the opportunity to welcome you back for a more pleasant stay.

4/10 Poor

Huy

Liked: Staff & service
Disliked: Cleanliness
Stayed 2 nights in Mar 2024
Response from Cheryl C. on 3 Apr 2024
We appreciate your feedback and are sorry to hear you were disappointed in your stay. We hope to have the opportunity to provide you with a better experience on a future stay.

10/10 Excellent

Maria

Stayed 1 night in Mar 2024
Response from Cheryl C. on 23 Apr 2024
Maria, thank you for the positive rating! We're delighted to hear that you had a great experience during your stay. If there's anything else we can assist you with or if you have any feedback to share, please feel free to let us know.

10/10 Excellent

Jesus

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Need more parking space
Response from Cheryl C. on 3 Apr 2024
Thank you for your feedback! We appreciate your loyalty and hope to have the opportunity to welcome you back soon.

10/10 Excellent

OSCAR

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The parking area was quite saturated and severe difficulty finding a spot late at night
Stayed 1 night in Mar 2024
Response from Cheryl C. on 29 Mar 2024
Thank you for sharing your feedback regarding the parking situation. We apologize for the inconvenience you experienced in finding a spot, especially late at night. Your input is valuable, and we appreciate your understanding as we work to find a resolution to this issue.

2/10 Terrible

Peter

Stayed 1 night in Mar 2024
Response from Cheryl C. on 31 Mar 2024
We're sorry to hear that your experience fell short of expectations. We appreciate your feedback and apologize for any inconvenience caused during your stay. If there are specific issues you'd like us to address or if you have any further feedback, please feel free to let us know. We strive to improve and hope to have the opportunity to better serve you in the future.

6/10 Okay

virgina

Travelled with family
Liked: Staff & service
The rooms are very old not as clean they need to upgrade rooms the breakfast was very good
Stayed 2 nights in Feb 2024
Response from Cheryl C. on 29 Mar 2024
Thank you for your feedback. We appreciate your compliments on our breakfast. We apologize for any inconvenience caused by the condition of the rooms. Rest assured, we are taking steps to address your concerns and improve the quality of our accommodations. We hope to have the opportunity to welcome you back and provide a better experience in the future.

4/10 Poor

Peter

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel is very dated and deteriorating. Everything felt dirty and dingy. Bathroom doorjam was rusted through on both sides, weird/gross stains on curtain, HVAC is very dated and entire building is either set to heat, cool, or neither. The room was very muggy and humid, carpet always felt damp. Pool and hottub looked nice in the pictures but once there the ceiling was falling down, broken and missing tiles in the spa made me worried someone was going to get cut. The pictures and listing definitely give a false impression of what the hotel is really like. They couldn't even give us enough towels the first night for our entire family. The only positive was the people working the breakfast were kind, helpful and made good omlets. And the front desk employees did their best with what they were given.
Stayed 2 nights in Mar 2024
Response from Cheryl C. on 28 Mar 2024
We apologize for the disappointments you encountered during your stay. Your feedback is crucial, and we are addressing the issues raised to ensure improvements are made. We appreciate your kind words about our breakfast staff and front desk employees. Thank you for bringing these matters to our attention, and we hope to have the opportunity to provide you with a better experience in the future.

10/10 Excellent

Taylor

Stayed 3 nights in Mar 2024
Response from Cheryl C. on 28 Mar 2024
Thanks, Taylor! We are so glad you enjoyed your stay and hope you'll visit us again soon!

8/10 Good

Don

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There was difficulty with our card opening our room and the 530am shuttle to the airport never showed up so we had to call an Uber. Was not happy, there were 5 of us
Stayed 1 night in Mar 2024
Response from Cheryl C. on 25 Mar 2024
Don, we sincerely apologize for the inconvenience you experienced during your stay, including the difficulty with your room key and the missed shuttle to the airport. This is not the level of service we strive to provide, and we understand the frustration it caused, especially with the early morning timing and the number of guests involved. We are investigating these issues to prevent similar occurrences in the future. Thank you for bringing this to our attention, and we hope to have the opportunity to regain your trust on a future visit.

10/10 Excellent

Youa

Stayed 1 night in Mar 2024
Response from Cheryl C. on 7 Apr 2024
Youa, we thank you for your excellent rating! We love hearing that our guests had an excellent stay with us. Thank you for your loyalty and we hope to see you again soon.

10/10 Excellent

Mary

Stayed 1 night in Mar 2024
Response from Cheryl C. on 7 Apr 2024
Thank you, Mary! We are happy to hear you had an excellent stay and hope to have the pleasure of welcoming you back soon!

10/10 Excellent

Blanca

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a convenient location
Stayed 2 nights in Mar 2024
Response from Cheryl C. on 16 Mar 2024
Thank you for your feedback regarding our hotel's location, Blanca. We're glad to hear that our convenient location met your needs. If there's anything else we can do to enhance your experience in the future, please don't hesitate to let us know. We appreciate your patronage.

2/10 Terrible

Ahmed

Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Cheryl C on 14 Mar 2024
Thank you for your feedback. We apologize for your disappointment and sincerely hope we have the opportunity to make things right on your next stay.

8/10 Good

Franklin

Liked: Amenities
The room is very tired…dings on the walls, drain plug is broken, a big hole on the bathroom door, warped door between bedroom and living room, safe that did not work.. But they got it running-more than a battery as the service guy had to get a cover…didn’t like the location of my room as I had to pass 2 laundry cars, an extra chair and an ironing board…it felt like I had to go thru a service corridor.
Stayed 2 nights in Mar 2024
Response from Cheryl C. on 14 Mar 2024
Thank you for your feedback, Franklin. We will take your concerns to heart and work to provide a better experience in the future.

10/10 Excellent

Miguel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Cheryl C. on 10 Mar 2024
Miguel, we're delighted to hear that you had a very good stay with us! Your satisfaction is our top priority, and we appreciate your positive feedback. If there's anything specific you loved about your experience or if there are areas where we can further improve, please feel free to let us know. We look forward to welcoming you back for another excellent stay in the future.

6/10 Okay

Aisreyana

Stayed 3 nights in Feb 2024
Response from Cheryl C. on 10 Mar 2024
Aisreyana, we appreciate your rating! We want to exceed your expectations and hope we can do so on your next visit to our hotel.

10/10 Excellent

Francisco

Stayed 2 nights in Mar 2024
Response from Cheryl C. on 28 Mar 2024
Thanks for your 5 star rating, Francisco! We appreciate your loyalty and look forward to welcoming you back the next time you have lodging needs in our area!

10/10 Excellent

Julian

Stayed 1 night in Mar 2024
Response from Cheryl C. on 25 Mar 2024
Thank you for rating your experience as excellent! We are delighted you enjoyed your stay and we look forward to welcoming you back soon.

2/10 Terrible

Mohammad

Travelled with family
Disliked: Amenities, property conditions & facilities
Avoid this rundown, dirty, noisy place. I initially booked for five nights but canceled after just two. There are far better hotel options in the area at comparable prices.
Stayed 6 nights in Feb 2024
Response from Cheryl C. on 5 Mar 2024
Mohammad, we're sorry to hear that your experience fell short of expectations, and we sincerely apologize for any inconvenience. We take guest feedback seriously, and your comments about the condition and noise level are concerning. We are committed to providing a clean and comfortable environment for our guests. Thank you for bringing this to our attention, and we hope to have an opportunity to regain your trust in the future.

4/10 Poor

Roberta

Disliked: Cleanliness, property conditions & facilities
Stayed 7 nights in Feb 2024
Response from Cheryl C. on 1 Mar 2024
Roberta, we are so sorry to see you were disappointed with your stay. We hope to have the opportunity to welcome you back and provide a much improved experience.

10/10 Excellent

Dashrath

Travelled with family and small children
It’s an old property. Needs major updates of the entire property
Stayed 1 night in Feb 2024
Response from Cheryl C. on 27 Feb 2024
Thank you for your rating and feedback! We hope are in the process of making numerous improvements at the property level and we hope to welcome you back as these positive changes are made.

10/10 Excellent

Natalie

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was really pretty and worth the money! Just hope they fix their gate problems soon
Stayed 1 night in Feb 2024
Response from Cheryl C. on 27 Feb 2024
Thank you, Natalie!

2/10 Terrible

Francisco

Travelled with family
Liked: Amenities
Disliked: Staff & service
Was ask by security at the breakfast line to show my room key and my ID cause my wife and I didnt seem to begong there. Nevered in my life have I been so emberras in front of other adults with they're childress. So I went to the front desk and made aware to the person working there I was just targeted cause of my looks and my herittage. She too dint really care and made an excuse saying that the young man just started working there a week ago. Staff needs more training and be more proffesional.
Stayed 2 nights in Feb 2024
Response from Cheryl C. on 27 Feb 2024
We sincerely apologize for the unfortunate incident you experienced during your stay. Discrimination has no place in our establishment, and we deeply regret any embarrassment caused. Your feedback is essential, and we take this matter seriously. We will conduct further training to ensure our staff is more professional and treats all guests with the respect they deserve. Please know that corrective measures will be taken to prevent a recurrence. We appreciate you bringing this to our attention and hope to have the opportunity to regain your trust in the future.

10/10 Excellent

Mansoor, oak brook

Stayed 1 night in Feb 2024
Response from Cheryl C. on 20 Mar 2024
Mansoor, we are delighted you enjoyed your stay and look forward to welcoming you back on your next visit. Thank you for your loyalty!

6/10 Okay

sharon

Travelled with partner
Liked: Cleanliness
The hotel is okay. Parking onsite for a fee. Shower was warm with pressure but not made for anyone over 5'5". Rooms need updating!!! Bathroom is very small!!!! The fitness center was fine but no one fills up the towels, the pool/hot tub was nice but never picked up so towels laying everywhere. Won't stay again.
Stayed 4 nights in Feb 2024
Response from Cheryl C. on 20 Feb 2024
sharon, thank you for taking the time to share your feedback about your stay. We appreciate your input and apologize for any inconveniences you encountered. We regret that the room and amenities did not fully meet your expectations. Your comments regarding the room condition, bathroom size, and towel availability at the fitness center are duly noted, and we will use this information as we continuously work to improve our guest experience. Thank you again for your feedback.

2/10 Terrible

Margaret, Maricopa

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from Cheryl C. on 20 Feb 2024
Margaret, we are truly sorry you were disappointed with your stay. We hope you will allow us another opportunity to earn your loyalty on a future visit.

6/10 Okay

Vikki

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Upon arrival, we were very impressed with the decor and layout. When checking in, no one was at the front counter so I noticed a lady sauntering from the back office clearly appearing as if we were bothering her. She checked us in and told us our room number and location (which was wrong actually). As I walked away, I asked her if there was continental breakfast. She said, "yes from 6-9" I had to ask for the location. She said "in the atrium". I felt that I bothered her for asking. As we went for supper at the restaurant, the waitress asked if we wanted our continental alcoholic drink and for our "coupon". Apparently there is a coupon for your continental breakfast and two alcoholic drinks that I was supposed to receive upon check in. (It didnt surprise me). I felt silly to saunter over to ask for my "coupon??". The front desk now had two workers and when I told them my experience, they rolled their eyes, apologized and gave me the proper check in briefing. The hotel was clean, the housekeeping staff were great but the hotel staff that I spoke to require new training on how to represent this hotel. The woman I dealth with was a manager so I was embarrassed on behalf of this hotel. I gave it a 3 star since I gave 4 stars for other aspects but the service was a 2 star. The hotel is older but clean.
Stayed 1 night in Feb 2024
Response from Cheryl C. on 27 Feb 2024
Thank you for sharing your detailed feedback with us. We sincerely apologize for the subpar service you experienced during check-in. Your experience is certainly not reflective of our usual standards, and we deeply regret any inconvenience caused. We appreciate you bringing this to our attention, and rest assured that we will address the training needs of our staff to ensure a more positive experience for all guests. We value your input, and we hope to have the opportunity to provide you with an improved stay in the future.

2/10 Terrible

Alberto, Stockton

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Dec 2023
Response from Cheryl C. on 16 Feb 2024
We are truly sorry to hear that your experience fell short of expectations. Your satisfaction is our top priority, and we'd like to learn more about the specific issues you encountered. We hope have the opportunity to welcome you back so we can ensure a more positive experience.