HAMPTON INN - SUITES SANTA ANA

This hotel is horrible and the staff are rude. They overbooked the hotel so when I got there at 8 pm they forced me to move to another hotel for the night. The staff did not even offer me any compensation or anything for my trouble. I would never stay here.

I rarely leave negative reviews, but our recent stay at City Express by Marriott Santa Ana was one of the most disappointing hotel experiences we've had. My family stayed in two rooms from July 17–21, 2026. As a longtime and loyal Marriott customer, I expected a basic level of hospitality and service. Unfortunately, this property fell far below those expectations. From the moment we arrived, the staff was consistently unfriendly, dismissive, and unhelpful. Simple requests seemed to be treated as inconveniences, and we never felt welcomed during our stay. One of the biggest issues was the complete lack of housekeeping service. Neither of our rooms was cleaned a single time during our multi-night stay. Beds were never made, trash was never removed, and supplies were not replenished. When we needed fresh towels, we were repeatedly told to bring our dirty towels down to the front desk and exchange them ourselves. Even more concerning, staff expected my three minor daughters to leave their room at night to retrieve towels because no one was available to deliver them. Basic amenities were also lacking. We requested extra pillows and were told none were available, forcing us to purchase pillows at Walmart. When blankets were finally provided, I had to pick them up myself from the front desk. The employee didn't hand them to me—instead, he tossed them across the counter, which I found incredibly disrespectful. The property itself appeared poorly maintained. We observed black mold in room areas, maintenance work taking place late into the night, tools and debris left in guest hallways, and wet floors in elevators without proper safety warnings. Overall, the hotel felt neglected and poorly managed. Breakfast service was another disappointment. On several mornings, staff appeared to be eating food from the breakfast area while service was still ongoing, and guests arriving later often found limited food available. To make matters worse, the TVs in both of our rooms stopped working and required repair requests, and we discovered duplicate parking charges on our bill that had to be corrected before checkout. What frustrates me most is that I chose this hotel because it carries the Marriott name. I've trusted Marriott properties for years for both business and family travel. This stay significantly damaged that trust and left me questioning whether I can rely on the brand's standards moving forward. I cannot recommend this property based on our experience. Management needs to address the customer service, cleanliness, maintenance, and overall guest experience issues before I would consider staying here again.

Awesome experience and great staff. Would highly recommend stopping by for your stay in Orange County!