My family and I have stayed at this hotel multiple times over the years when it was still under Cambria, and it was honestly one of our favorite places to stay. I have even referred several friends and family members to this property because of how much we loved it. We enjoyed this resort so much that even when we traveled to visit Universal Studios, we would still choose to stay in Anaheim just to enjoy this hotel. Unfortunately, since becoming SpringHill Suites Marriott, our experience has been anything but pleasant. The quality of customer service and overall experience is nowhere near what it used to be.
Before booking our recent stay, I specifically spoke with a staff member who advised me to reserve a two-bedroom suite so that my family would receive seven wristbands for myself, my husband, and our five children. I followed those exact instructions. However, when we arrived, we were only given six wristbands and told we would have to pay an additional fee for the seventh wristband just so my 2-year-old could enjoy the water area with his brothers for approximately 30 minutes.
Let me be clear: The additional cost was never the issue. It was the misinformation and the way the situation was handled. Had I been told upfront that I needed to purchase an additional wristband, I would have had absolutely no problem doing so. Instead, I was specifically instructed to book a certain room to accommodate my family, only to be told something completely different upon arrival.
What made the situation even more frustrating was that the manager himself assisted with my check-in and showed absolutely no empathy, concern, or willingness to acknowledge that his staff had provided incorrect information. As a returning guest who has supported and recommended this hotel for years, I expected much better customer service.
To make matters worse, the pool area was closed early during our stay. A staff member at the pool mentioned that the water was turning brown, and yellow caution tape was placed around the affected areas, including the baby pool and hot tub. We are unsure what actually caused the discoloration, but it was concerning and disappointing, especially since our children were looking forward to enjoying the water amenities.
My sister and her family also traveled from Texas and stayed at this property during the same visit. She was charged for an additional wristband without her knowledge. Had a staff member not mentioned the charge, she would have never known she was being charged for a wristband she neither requested nor needed. This is completely unacceptable.
What bothers me most is how my family and I were treated. We left feeling uncomfortable, unwelcome, and discriminated against. No family should feel that way while staying at a hotel, especially one they have supported and enjoyed for years.
Marriott, you truly need to do better. Customer service, honesty, transparency, and respect should be a priority, especially when dealing with families who spend their hard-earned money to enjoy a vacation.
It is extremely disappointing to see how much this property has changed since transitioning from Cambria to Marriott. What was once a family favorite and a place we looked forward to visiting has now become somewhere we no longer feel comfortable staying.
After years of loyalty and recommending this property to others, I can honestly say we do not plan on returning. Marriott, you have lost a loyal family of customers. Extremely disappointed!
