Hilton Garden Inn Irvine East/Lake Forest - Foothill Ranch, California

Passport557691

I would avoid this hotel if you can. The room seemed fine initially but I was a bit worried about having a door to adjoining room. I wish I’d asked to be moved because this door might as well have been made of paper when my neighbours phone and TV went off at 1am constantly. |Maybe that’s not the hotels fault but why have adjoining doors that are so bad at blocking sounds between two strangers? The hotel is not cheap, if I’d paid very little this would be fair enough. |The breakfast was similarly a rip off, I’d been paying $13 for an extensive spread in San Diego and now it was $19 for some bread, some tiny cups of coffee and some bad tasting juice. ||The staff were very nice and helpful, none of this is their fault but management of Hilton are ripping you off. |Stay somewhere else, and if this is convenient save your money and spend it on a cab for the rest of your journey.

Nikkie

This place is disgusting, and has terrible service! Upon arriving my room smelled of pet urine and my toilet had poop splattered all over the inside. The sheets hadn't been changed and I found black hairs in them. The floors were full of crumbs. I immediately went to the front desk and asked them to move me. They couldn't as the hotel was full. I then asked if they could clean my room and explained my issues. She said she would try but house keeping was very busy. They did eventually make it to my room, they cleaned the toilet but did not vacuum or change my sheets and the room still smelled of urine. I slept with the window open the entire time and ran to Target to get air fresheners. Everyday I reported the issues and the front desk said they told the manager. On the last day of checking out, Sandi, said she would issue a refund because we had so many problems. We never saw this refund. I even spoke to the manager, Rob, and he said there wasnt any issues reported to him and the cleaning staff was very good. He did not care about my concerns and brushed them off as normal. This place should be shut down by the health department! I don't know how this Hilton stays in Business.

L E

Dishonest and disgusting hotel. The worst Hilton property l've been to by far, we ended up leaving after checking in and not even staying overnight. Rooms were gross, stained carpet and couches. Air conditioner was falling apart, missing an entire sconce by the bed. Every door and surface had chipped paint, their bathroom fixtures were dirty and scratched up. Felt unsafe as the reinforcement lock was broken off in our room.

We tried to get moved to another property with no avail got in touch with a manager who assured us of a refund and lied. The pictures online are not the reality with this property, you'd think we paid $30 per night for this room not $130.

We were promised a refund and after months never received it for a property we never stayed at.

Casey Martin

This is the Hilton Garden Inn Irvine Lake Forest east location. This Hilton location is the worst. My family and I had a total 5 rooms over the last weekend Sep. 20th.-23rd 2024. Immediately when we checked in the room smelled of pet urine. Rooms had holes in the walls, the bed sheets had many black hairs in them, carpets were filthy. The a/c units had mold in the vents. The mini fridge’s did not cool. The sink in bathroom would not drain due to rocks in drain hole. All the rooms were a complete disappointment . We reported the problems to the front desk and asked if we could switch rooms and they informed us that we could not but they would send housekeeping up to clean And try to get the smell out, but it did not help. And they didn’t even vacuum the floor. They did however, clean the toilet, which was full of feces when we checked in. when we checked out, we once again reported all these problems to the front desk. The front desk lady Sandy assured us that she spoke with someone and that they would give us $50 off each room per night for a total of $300 for the two rooms that I had personally paid for. but of course they haven’t taken any money off bill and they billed my credit card in full. We’ve called to try to see if they would do anything and they have been no help thus far. In fact, the manager Rob that we spoke to today acted more annoyed that we had even called him . This is the lowest standard Hilton I have ever stayed at. I do not recommend even wasting your money. There is so many more places in that same area that are much nicer and we will never ever get a room at this place again. .

Lillian U

My second time staying at this location. The rate per night reflects the quality. My shower is filled with mold.|When disposable utensils are requested they are retrieved from a front desk drawer, the staff looks through the drawer for the type needed, no gloves no handwashing all while the staff member is sniffling

Allison Banks

The staff were great but the hotel overall needed upkeep. Room smelled like animal urine. Walls had holes in them, obscene sticker on the window and shower caulking had mold in it. Couldn’t control the air conditioning unit- on high cold or off. Carpets throughout the hotel were EXTREMELY dirty.
Reported all of these issues with pictures to substantiate our claim -apologies were given and expensive breakfast buffet comp’d.

This property did NOT live up to Hilton standard!

namita chand

I had a long trip and booked the Hilton Garden Inn Irvine East, Lake Forest for 17 nights, keeping in mind the comfortable experiences I’ve had with Hilton across the globe. But this one was a terrible experience.
1. The rooms were only cleaned every alternate day. When requested to clean it on a daily basis, it was denied. They even skipped my alternate day cleaning thrice in my 17 days stay. On getting in touch with the front desk (Daniel) he was extremely rude and said nothing could be done till the next morning as their housekeeping service is not 24x7. Even on the days it was cleaned, they would either miss replacing the towels, changing the sheets or cleaning the mats. Horrible housekeeping service.
2. My toilet was blogged twice in my 17 days stay. They took an hour to get a plumber the second time. Refused to change my room as well.
3. They do not provide a laundry service. They have an app with which you have to do your laundry yourself. But it requires a phone number registered in the US, to receive a one time password, without which you cannot start the washing machine/ laundry. I asked Daniel to help and he refused and was extremely rude. His exact words were “you either carry enough clothes or go get yourself a phone number registered in the US. I have alot of work to be done so please put the phone down!”
4. Breakfast is HORRIBLE. They had the same menu for 17 days! Scrambled eggs, sausages, potato and stale bread. The bagels had gone bad one of the days. On showing that to the staff, they chose just to clear off that one piece and did nothing else. I asked for ketchup one day at 9.30PM and was refused again by Daniel. Saying we do not have anyone in the kitchen. It was a bottle/ sachet of ketchup that he could have picked up for a guest.
5. I’d like to call out Sandy, Jake and Kylie. They were the only front desk/ restaurant duty folks that were nice.
I do not recommend this hotel to anyone planning to stay in Lake Forest.
Terrible experience overall.

TeamW4

Standard Hilton crash pad - nothing remarkable. Rooms was clean and functional. I thought hot water was a little slow but came along.||I guess I don't understand the HGI positioning. Breakfast is extra - next door at Hampton it's included. Rooms are the same. But on this trip, we were meeting for brunch and I didn't want breakfast so I chose the cheaper HGI. But, most of the time Hampton is cheaper.||HGI also has a "bar" - not a lively cool bar (at least Saturday nights) but just a sad little afterthought in the corner of the lobby - staffed I guess by the front desk employee. But, eh - Hamptons generally don't have a bar.||The other thing I noticed, bottle of water used to be included at HGI with Silver status - it was a brand standard. This was also a plus from Hampton. But I've also had Hamptons hand me water, so who knows. I was advised this HGI at least didn't provide water to Silvers. But, the front desk employee did the right thing and gave us a few bottles of water. That was the right response, why alienate a customer over a 20 cent bottle of water?