I booked this hotel to attend a conference at the adjacent convention center. In all, we were 8 colleagues spread over 3 rooms. We were attending a large national convention, and as such expected check in to be lengthy. It was. We waited about 35-40 minutes, and when we got to the front, we were told that our prepaid reservation could not be found (despite confirming one week and again one day before departure). Not about to charge another $3,500 to a company credit card for something that had already been paid for, I was then told I needed to provide proof that we had actually paid for the reservation, in the form of a credit card statement. How ridiculous. I placed a quick call to the home office and a copy of the online statement was promptly faxed over to the fax number I was provided by the front desk clerk. I know what you are thinking. And no, we did not book through a third party, this was directly through the Hilton. We again approached the front desk, this time a different clerk was there, and I advised him that we had just faxed over the statement that was requested. He asked us which fax we sent it to. I gave him the number the previous clerk had provided us, and he was unsure of which of their fourteen fax machines it had gone to, and went to try and locate it. After another 30 minutes of standing in the lobby and missing the first round of meetings, with no word on our fax, I requested a manager. The manager was immediately able to locate our original, prepaid reservation (are you kidding me?) but told us he had bad news for us.
He informed us that the hotel was overbooked for the convention (as was to be expected) and that they were unable to accommodate our entire party. One of our rooms was being moved across the street to the Sheraton, which was NOT a comparable hotel to the Hilton, one room was being given as was booked, and the third room would be upgraded to a suite on the executive floor, he said, to compensate for all of the trouble we went through at the check in. We all headed our separate ways. When we arrived to our "suite" on the 14th (I think) floor, we discovered that they had taken what was once a 2 bedroom suite with a separate living area, given the two bedrooms to other parties, and left us with the living room and 3 rollaway beds folded up against the wall. At nearly $300/night for the room on our original reservation, rollaway beds were not acceptable. I called back down to the front desk and said if they didn't want to compensate us, that was fine, we just wanted rooms with real beds in them, regardless of where they were. I found it offensive that this room arrangement was passed off to us as an upgrade to compensate for our delay. We requested that our entire party be moved to the Sheraton, so that we would at least all be together, and that the room difference be credited back to us, and we were told it was not possible and that there were no other options available. I was furious, and wrote Hilton when we returned, and never received a response. A simple "we're sorry for the trouble, and we did the best we could" would have pacified me. But no apology was to be had.
That being said, this is a beautiful hotel, and housekeeping was excellent. Be prepared to hike to your room, as the property is best described as massive. The rooms are also layed out in a very awkward pattern, that resembled honeycomb to me. I did not think that the standard room that one of our parties was received was worth the price we paid, but I understand since our visit that there have been cosmetic renovations done to the property. The room our colleague received at the Sheraton was as nicely appointed and the rack rate was much lower.
All in all, if you are going to a convention, the hotel can't be beat for convenience, but if you're going for a leisure trip, try the Doubletree Guest Suites instead.
- Official Description (provided by the hotel):
- Enjoy a satisfying California experience at the Hilton Anaheim hotel, located in the heart of Orange County, adjacent to the Anaheim Convention Center and across the street from the Disneyland® Resort. Reach the hotel easily with convenient access from all major freeways and Southern California airports.This upscale hotel offers Mix Restaurant & Lounge, a Starbucks, a recently renovated outdoor pool with two whirlpool tubs and the new addition of the Kids Splash Zone! The Health Club at Hilton Anaheim (daily fee applies) offers all the amenities of a private health club, including spa treatments, Precor equipment and a tranquil indoor pool.Enjoy Disneyland® Resort benefits at this Anaheim family hotel by paying a visit to the Disney® Desk where expert cast members will offer advice and queue-jump tickets to the world-class attraction right across the street. Experience the magic of Disneyland® Resort from a special Disney® View room, providing great views of the fireworks display and the resort. All guest rooms and suites feature modern comforting amenities and contemporary styling. ... more less
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- Also Known As:
- Hilton Anaheim Hotel Anaheim
- Hilton Hotel Anaheim
- Anaheim Hilton Hotel
- Hilton And Anaheim
- Hilton Anaheim California