Courtyard Costa Mesa South Coast Metro

When we read the reviews we were super intrigued because they were overwhelmingly positive. When we checked in we were in for a shocking experience. The woman at the front desk was very rude. When we were having complications with check in another guest asked what they could do next since they already checked in online, she quickly shut them down and rudely said she had to wait since she supposedly saw she had a special form. The way the clerk was acting was extremely entitled and know-it -all. I understand that people need to wait to be helped but there is a way to politely talk to people. I was extremely disappointed. She continued to be condescending to my partner when he had questions and I had to step in. Because we felt rushed, I ended up having to make a financial decision that we wanted to avoid- that was communicated to her prior- but now have to deal with later. After we got checked in, the disappointment continued. The reviews that we saw commented that it was a clean and welcoming environment. When we walked into our room it smelt dingy and humid. We found a disgusting sticky white substance on the couch and the furniture outside was underwhelming and dirty. The reviews said the atmosphere was nice, but it feels like you are staying in a motel 6. The lobby is absolutely beautiful but the rooms look like they apart of a completely separate hotel. When trying to address complaints to the front desk over the phone we were rudely interrupted and told there were other guests they had to deal with and put on hold for over 15 min midway through the phone call. When you are dealing with a guest, you do not stop your service to one in the middle of a conversation to service another. We hung up the phone after the hold and tried to call back and were met with the same attitude from the employee. We gave up and decided to leave and stay at a different hotel for the next night. I can go on and on about the expectations we had vs what we were met with. The food was gross, the service was confrontational, the room was disappointing.

Dec 29, 2024

This Hotel is incredible. I am blown away by the excellent customer service. By far some of the best I have experienced at a Marriot property. Paulina the front desk manager is amazing. Please give her a big hug when you come to visit 😊

Jan 26, 2025

Stay was ok. Customer service sucked. Upon check in their system glitched and forced me to use cash that was for my vacation on our room. Not only did I have to use my cash they were holding $500 on my credit card that I was told would be returned immediately which didn’t happen. Was told to speak to the manager, I called while we were out went down while we were in the hotel. Left messages for the manager and no one ever returned my call it was just oh well. Put a damper on our vacation as I had to watch what was spent due to $500 additional being held for what ever reason. Not a happy traveler.

Dec 29, 2024

Paulina is great! Let her know that it was my daughter and grandson's birthday. She was very acomodating and made us all feel special. Unfortunately with a security hold of $250 I am unable to return. Most holds for the area are $0-100.

Oct 13, 2024

I can't say enough about the service at this Courtyard Marriott. Absolutely every staff member gave outstanding attention and service. Every question and request made by my family was promptly and professionally handled. I can't wait to go back! The food is really good and I love the lobby lounge areas. Great for a vacation or to work remotely. Thanks to everyone who made our stay amazing! We'll be back!

Jul 17, 2024