Hilton Orange County/Costa Mesa Hotel

The staff are incredible. It makes up for everything. I first got a room that had a few issues. (Bed was worn out, sank way too low and was uncomfortable, shower head was tiny with no water pressure, extremely loud fridge, extremely loud AC, banging on the vents every 15min all night long, and the room was vibrating unbelievably and was SO LOUD as it was close to the Mechanical Room and you could hear that from down the hall, sounded like a Jumbo Jet and a Construction Site were getting into a fight ALL NIGHT). The first night was the worst experience ever, I was going to write a -100/10 score for this hotel. I hated my life and regretted booking this hotel. The hotel staff had opened a text message chat with me, so I responded to them and they offered to change the room, and ensured I was able to get a good nights sleep and be comfortable. From check-in, to follow up, to rectifying issues, the staff are proactive, they care, and that alone makes up for EVERYTHING. I wish I had asked them sooner for a new room, so that was on me. The second night was WAY better, I slept like a baby, and it's because this hotel staff actually care about their customers. You are in good hands with this hotel, you can't go wrong, just ask, and they actually will do everything they can for you. Plus the lady at the starbucks counter in the hotel was HILARIOUS and Fun, everyone in and around that building is awesome. 100/10 rating for the staff.

I booked a room at 8:30am through the app and checked in with a confirmed room before my arrival. At 6:30pm I arrived at the hotel and was told that they had no rooms available because a large group showed up. I've been Diamond with Hilton for a decade and the lady at the front desk could not have cared less. The front desk lady told me that they would cancel the reservation and I could seek a room elsewhere. Today I checked my statement and they charged me for the room. I spoke with the hotel and they said I had to prove that I didn't stay on property by sending them the receipt from the other hotel. If approved, they will issue a refund in 5-7 business days. If your goal was to make sure I'll never book at your hotel again, you have accomplished that goal. To walk a loyal Diamond member for a random group that showed up is ridiculous. You had 10 hours to make sure my room was ready and knowing that it wasn't, you didn't even make a call to let me know so I could avoid L.A. traffic by driving all the way to your hotel just to be walked. Do better, this is not how you treat loyal customers. **As of today, 4/2/2024, they still have not refunded the charges for the room. **I have received a full refund after numerous calls. I'm still leaving the one star review though.

It's very interesting that most of the reviews for this Hilton location have same issue which is room not being available after reservation. I normally don't like to put any bad reviews but I really want you to know that there is a pattern here with this hotel. We reserved our room weeks before we get there and when we arrived at 5:30 pm they said we are sorry, we don't have room available for you due to a large group arrival. My wife and I and my little baby were staying there for one night for a wedding and I thought maybe Hilton would be a good option because of my past experiences and being 5 minutes away from the venue. Then they told us, we need to talk to a supervisor. After 30 minutes supervisor came and said, how can I help you?( are you serious? Like he didn't know what is going on.) After explaining everything to him again he said oh there was a room that just popped up. So we go to the room and the room was so hot (this is in March when the outside temp is 52 degrees) and it looks like air-condition was not on for days. I tried to turn on the air-condition but the screen was completely off. I called the service desk and they said we are sending an engineer. Now the time is 6:30 pm we are sweating and we need to get ready to go to the wedding. Imagine how you feel when this happens to you. My family and I and my little baby had to leave to the wedding in that condition because you probably guessed it, NO ONE SHOWED UP for the whole hour being there. Now time is 7:30 pm. After coming back that night around 11:30 pm, the temperature was still the same and the air-condition was not working and I gave up. This is very disappointing that they deliberately put us in this room. We are never going to stay at a Hilton hotel again. Save your money and go somewhere else. I am very sorry for the brand name . The HILTON meant something before but I guess not anymore. By the way they had towels on the floor in the main lobby from the recent rains in SoCal. It was a chaos. One thing that I couldn't understand either, was the 4.1 review on Google where on yelp this hotel has a rating of 2.7. I should have read the reviews first before I go with my trust and my past experiences.

Beautiful exterior and lobby. We walked to restaurants. Close to airport. Friendly service. Pool area beautiful. Workout center average but great. Loved the bar restaurant in middle of the lobby. The wood fire pizza was awesome. Great salads to.

We stayed for more than one week with mom who is handicap. We really enjoyed our stay. Everyone was so nice and professional…Starting from the front desk with Amy, what a pleasure of young lady. Friendly and with great customer service. Nice to have a face like that in Front of the house. Always with a smile. Then Maricela at Starbucks, what a sweet and happy person…always a pleasure to see her too. Atanacio, and Mario at the bar and the restaurant very polite, nice, and always multitasking…Bryan and Dean were amazing too…thank you all for making our stay a beautiful one! I will definitely recommend this hotel…very nice job guys!!!!