Hilton Garden Inn Irvine East/Lake Forest

Not 100% sure this is the right one. But theres an Anthony either at this one or the next one nearest by that is awesome. God bless him. Super helpful. Allowed my mom and I to eat and go to the bathroom and have coffee and was super helpful
Apr 6th, 2024

Apr 4th, 2024

Although the rooms are a bit less spacious than some other hotels the amenities, hospitality and warmth of this hotel is impressive.
Apr 3rd, 2024

Apr 3rd, 2024

arrived on 4/4/2024. Love the area, hotel is decent and clean. The front desk lady Joann provided decent nice customer service, all staff besides Brandon is nice. I was not satisfied with the customer service from Brandon. it's the worst and horrible experience of hotel staying in my entire life. The reasons are showing below: 1. Lack of professionalism - made mistakes and not double check. Brandon asked me to pay incorrect amount, due to he mistakenly checking with wrong file. During the checked in, Brandon asked me to pay incorrct amount, I said the amount is incorrect. Brandon: (not even double check, and with attitude). " well this is our record, you can call your booking agency." Me: let me see your record. (After I saw Brandon's record, it's not even my name, Brandon made mistake) Me: that's not even my name in the record that you wanted to charge. Brandon apologized to me about the confusion. It's ok to make mistakes. Everyone makes mistakes. However, As a staff, you should always double check your record, not just rudely ask customers to call so and so. Brandon insisted me to pay the incorrectly amount, and not double check his record, with his mistake. 2. Lack of appropriate basic business manners. I walked in to front desk to check in, there is no one in the front. Brandon sitting in the big table and eating his sandwich and asked " how can I help you". Me: "is anyone in the front desk ?" Brandon: " I am the only one to assist." while he still sitting down and chewing his sandwich. Me: "check in pls" (was shocked by his behavior that he still sitting and eating and talking to me at same time). Brandon: (finally stand up and dropped his sandwich, walked to the front desk to assist). I was shocked by what I experienced as hotel check in from this person Brandon. Is this the appropriate way to receive customers in front desk ? 3. rudeness. After few things, on the phone I said to Brandon I was not satisfied with his customer service, Brandon said to me that I should leave the hotel. I said I will leave a review to express my frustration. Brandon said he doesn't care. I will not come back and will not recommend anyone to this location due to this horrible customer service from Brandon. I consider to write a letter to headquarters about what I experienced from Brandon.
Apr 4th, 2024