voco Laguna Hills by IHG

Very good stay in excellent location We stayed two nights in The Hills Hotel. We were delighted to be able to enter our room at 12 noon. The hallway, room, and furnishings appeared to reflect a recent upgrade. Unfortunately, the air conditioner vent was right in front of the head of the bed that was near the windows. The hotel is in a good area with access to the freeway and within walking distance of many good restaurants and shops. The breakfast was fine with us: it was an a la carte breakfast with reasonable prices and friendly servers. The reception staff were friendly and helpful, especially Ms. Lynn who helped us identify and contact several local merchants. An additional $27 resort fee for parking, two bottles of water a day, and drinks (can be used for coffee, orange juice) made the total cost higher than it appeared, but we would stay at The Hills again if they have a room where the air conditioner does not blow on the head of the bed.

improperly overcharged and no signals that they will correct it They overcharged me by a lot. The first surprise is that there was a obligatory 'amenity fee' which was not mentioned while booking. This amenity fee was for parking (I did not have a car) and 2 drinks per day (I did not have time to have drinks in the hotel). The second surprise was that they charged me 4 nights, even though I only was there 3 nights, as they knew from the booking time. I am still trying to get back the fourth night, but they are not responding to emails, either direct or through booking.com, they do not call back even though their website promised they would, and when I call (which is expensive from Europe!) the manager Roberto is not available to solve the problem. Hotel acts like a con-artist. Obvious advice is: book a different hotel.

Used to be nice; now just costly & problematic Though the front desk staff was very friendly & helpful, their check-in process was painfully slow. The room was a good size but dimly lit. The bed was comfortable, and there were power outlets at each nightstand--great for charging devices at bedside. There was a nice size mini fridge in the room and coffeemaker. But sleeping . . Ugh, the air conditioning unit was ridiculously loud! The option was to either suffer through a blaringly loud, Arctic blast blowing directly at your head all night, or suffer through a hot July night without air conditioning and instead have the highway traffic keep you awake all night. Neither option is conducive to a good night's sleep, unfortunately. Just not worth the hotel's high price. The dimly lit bathroom had a lighted mirror but the lights did not work at all. There was large shower with no mold (good job, housekeeping!), but the shower water pressure was weak and the water was so soft it left a slimy film. The toilet was too low for anyone over 4 feet, and the toilet seat gave a jarring shift to the right whenever sat upon. WiFi worked fine but was not password protected. Checkout was nearly as slow as check-in. Staff should realize that some people need to get on the road, not be stalled at the front desk for no good reason. Charging for a room-only should be a simple process, as it is at most hotels. Overpriced, this hotel is too full of itself; you can't just will yourself into a high-end hotel class, you have to prove it, and there's just no proof here anymore. I'll surely look elsewhere the next time I'm in the area.

Smelly room, understaffed and simply under delivered with the basics Hotel needs an upgrade badly. The carpet in the hallways was curled up and the air smelled musky. We were welcomed by overwhelming smell of musk when we entered the room. The sheets were itchy. The AC in our room wasn’t working properly and had to asked the front desk 2x to send someone up before it started to work. We had bought breakfast package which we couldn’t use because the restaurant didn’t have buffet and severely understaffed. There was no one to greet us at the restaurant and had to approach one of the waiters to get ourselves seated. We were then told it would take 20-30 min for our food - after someone can take our order! We asked the front desk to get our money back for the breakfast and he said he couldn’t do it because we booked thru 3rd party, which was incorrect because we booked directly thru IHG. We emailed the hotel manager to get a refund and he too ignore us. We spent $300/night for this place which was not worth it. Will not return even if it’s free.

Michael is the bomb.com The pillows are the fluffiest I’ve ever felt. Michael ensured they were at top tier fluffiness level and tested each one until it was up to my expectations. 11/10 reccomend the bartender and the pillows are up to my expectations just like what I would expect from the hills