Homewood Suites by Hilton Irvine Spectrum Lake Forest - Lake Forest, California

Resort18019476814

As a HH diamond members for years, the check in experience I had at this hotel was one of my least pleasant. Upon arrival today my room was ready but I was denied early check in and sent away for 90 minutes before I can check in without an additional $75 charge. I was told that I have to pay early check in charge “regardless of my diamond status”. The second attempt at check in I was told the only room available was in 4th floor despite I had already selected a room in 3rd floor when I checked in online before arrival. Eventually I got the one I selected because it was still available. I wasn't also greeted as a diamond member as I am used to whenever I arrive at any Hilton chain hotel. It is also interesting to hear they are still doing reduced housekeeping schedule like if we are still in Covid age. No safe box in the room and I wasn’t given a premium WiFi code. The chat function in the Hilton app doesn’t work here; it is one way you send messages and you get no response. Otherwise, hotel and room are clean and everything seems new and fresh. Room size is quite good. Convenient location to HWY and spectrum. Hope things change a little better during my stay.

Sheril P.

This property is new and beautiful and in a great location. However, just like the other reviewers mentioned, the service is okay at best. Almost non-existent. I wasn’t greeted when I came in. When I went up to the front desk, I said I was checking in and the person asked “excuse me?” So I had to repeat myself and he checked me in and didn’t crack a smile. His colleague who was activating the room cards also couldn’t crack a smile. ||No water as a Hilton honors member. No mention of the breakfast. No mention of the facilities. None whatsoever. I called the front desk after checking in since we weren’t given any soap. No one answered. By now, all Hilton properties would have texted me and asked how the room is. Nothing. This place being new and clean will only go so far. This is One of rbe unfriendliest and unwelcoming Hilton hotel.

Andrew T.

Excellent hotel. |Rooms very comfortable. |Lloyd on reception was ultra helpful. |Great location plenty of restaurants around. |Very good value for money. |The mini kitchen in the room has a fridge freezer, hob, microwave, sink and even a dishwasher. So great for longer stays.

Tim A.

Very quiet building for being near freeway. Restaurant/bar is an added plus!! Management is on top of things for sure. They decorated for college teams visiting, Christmas decorations were beautiful too. Breakfast always well supplied and delicious.

Eric L.

I am writing 8 days into my 14 day stay. I always enjoy staying here. The property is well taken care of and there staff is very nice and helpful. In particular Lloyd has helped me with many things since I arrived and has assisted several member of my company who are guests. Lloyd is an individual who goes the extra mile to provide the highest level of customer service.

Samuel L.

This is a newer property which has merged with the Hampton Inn to create one huge hotel in a prime location near Irvine Spectrum. While the hotel and room itself was nice, modern, and new, our check-in and checkout experiences were disappointing. Check-in was particularly bad, as the staff member Emmanuel Mod was not friendly or helpful. I booked a King bed suite with points, but asked for a change to a two Queen bed room to better accommodate our situation, which was two adults and one child, for three nights. After checking for a minute, he told me it wasn’t possible because I had booked the room with points and not cash. I responded that that wouldn’t work for me so was there anything he could do, and he checked again and simply said no. No apology for the inconvenience, no other options offered, simply no. He recommended that I keep the room, even though I just told him that it wouldn’t work for us. Note that there was no other guests waiting at this time, and the phone was not ringing, so he was not busy. When I asked to speak to his manager, he looked at me defiantly and said he was the shift supervisor. When I asked if there was anybody else I could speak to, he reluctantly said he could see if the GM was in. Then he went into the back room for a minute, came out, and announced that they had stepped away and wouldn’t be back for a while, which must have been bs because why did he go back there if he knew they had stepped away? At this point, I was getting frustrated at the blatant lack of service and poor attitude. I asked it there were any other options for us. He told us that we would cancel the room, but would have to pay a one night penalty, and that the other rooms would cost $X per night. At that, I just gave up, and said I would try the room. He quickly gave me the room keys, but again, never apologized for the inconvenience, and DID NOT ONCE GIVE ME THE STANDARD INFORMATION ABOUT BREAKFAST, CHECKOUT TIMES, OR ANYTHING ELSE. In fact, I even had to ask him where the elevator was! This was when I knew he was deliberately treating me poorly, because I had stayed at two different Hampton Inns on the previous nights on this trip, and had experienced what the standard was supposed to be. Checkout was equally unfriendly and cold, but at least it was short and uneventful. I’m not suggesting that Emmanuel be fired, but at the very least, he needs to be reprimanded and undergo more training. Otherwise, take him off the floor and put him in the back room doing admin! You do not want someone like this being the face of your brand and hotel. It is very damaging to your reputation.

Kent

I say all of this in the hopes it helps you make a decision. I’ve stayed here several times before, and they were great stays.

This visit I asked ahead of time for a specific room. I noticed immediately upon entering it that something was off. After staying in the room for a while I noticed fingers prints all over the metal lamps, mirrors, and in the kitchen. Also, the tv would not turn on. I was able to get the remote for the tv fixed, and we realized the wires in the back of the tv had not been connected properly. Furthermore, later that day, when I was in the room the thermostat was wildly controlling the temperature. It would swing from 65-78 degrees while u was trying to sleep in the room. I contacted the front desk and they said it could be fixed remotely. I stayed in the room and these drastic temperature changes continued, and I continued to hear from the front desk that this is what happens when no one is in the room. This conversation went on by messaging for a good part of that day. Later that night I went to close the blinds, but they wouldn’t close completely. They were broken and at 8 pm when I was in bed the maintenance guy brought in a ladder to fix them.

It looked like the room might have been used for an employee break room, or something. It never should have been released to me.

I want to add that I did converse also with the manager earlier, and he went around and around just like the front desk staff did, trying to make me feel like these complaints were unwarranted.

So, as you can imagine this whole situation left a really bad taste in me. If the manager and employees would have admitted that these all should not have happened. I’ll end this review saying that the manager did tell me that he would not charge me for that first night.

Hamid M.

As Hilton Diamond member stayed here for 4 nights and all I can say is total disappointment. I have stayed in lot of Hilton group hotels and this by far was the worst. Our first night room was adjacent to Lennon laundry facility, total nightmare, changed room the next day. No management responses and even at the end at check responses was very insulting. Would not recommend nor would stay here any more.