Residence Inn Tustin Orange County - Hotel in Tustin - 15181 Newport Ave, USA

Perfectly fine and well situated hotel near the highway for overnight not far from Chapman University. Many groups were here (making the lobby area a bit chaotic!) during our visit and we appreciated the premier Bonvoy room upgrade. Breakfast was great, especially the tasty waffle making opportunity. Kids seemed to enjoy the conveniently located outdoor pool. Would definitely stay again if visiting the area.

I travel a lot, mostly for work. I am a Marriott Titanium Elite, and will be Ambassador Elite by the end of summer. I have stayed at over 50 Marriott properties just in the past year. I will have to say, this property is one of the worst for cleanliness, customer service, and quality of their rooms. First of all, I have never been denied both early check in and late check out. I understand when hotels are busy, but every other Marriott property I’ve stayed at, has at least been accommodating with slightly earlier check in or slightly later check out (with my elite status, it is a benefit). I tried checking in 90 minutes early, and was told the room wasn’t ready. I was okay with that. But when the time came and I checked into my room, I found a room that was very dirty; it wasn’t wiped down, there was trash left in the shower, supplies weren’t replenished, and I ended up spending 2 hours cleaning and disinfecting the room myself. In addition, the floor of the shower was cracked in multiple places and needed to be refinished. It was quite disgusting and I was very disappointed. I stayed for 6 nights, and I will never stay at this property again. I had left my trash out for over a day and I had to ask the front desk to have someone take my trash because no one had grabbed it. It was a very disappointing stay and I did not experience what I would expect from a Marriott property. Also, I requested a one-hour late checkout and was denied. *I have been told by other Marriott properties that I shouldn’t be denied a reasonable late check out of an hour or two. Lastly, the lighting in the rooms were less than ideal. It was very dim and I had to buy a travel lamp in order to have brighter lighting in the living room area. The only positive about this property is the location. It is central to everything I needed. There is another Marriott property in the same parking lot. If it’s under different ownership I will try that one next time. But I’m definitely not ever staying here.

You need internet never stay here! Want to watch a movie Forget it. Need to do a Zoom call Forget. Need to browse the internet. What takes you 30 seconds at home will take you 30 minutes due to the lag.||Dear Ryan,||I am writing to express my deep frustration regarding the persistent internet service issues at the Residence Inn Tustin Orange County, where I have been staying for an extended period for work, paying over $5,000 per month. Over the past two months, I have repeatedly reported the inadequate internet speeds, which have consistently been around 0.72 Mbps for downloads and 0.52 Mbps for uploads. Since my work requires a stable and reliable internet connection, these speeds are far below acceptable levels, making it nearly impossible for me to perform my tasks.||Despite escalating these concerns multiple times to both the engineering department and hotel management, the issue remains unresolved. I was informed by the engineering team that the problem was due to a faulty router and that it would be fixed. However, it has now been well over four weeks, and the issue still has not been addressed. I was offered the option to switch rooms, which I agreed to, but I requested to test the internet speed in the new room before moving. Upon testing, I found that the connection was even worse. When I asked the engineering team why I was directed to a room supposedly having a stronger internet connection, I was told by Jose that his team had not actually tested the connection in that room.||I escalated this matter to the hotel manager, Ryan, for the fourth time, and he assured me that he would schedule an emergency service call and resolve the issue within 48 hours. It is now 72 hours later, and not only has the issue not been addressed, but I have also been informed that Ryan will not return for another three days to look into it. This continued lack of follow-through is incredibly disappointing and has left me without the essential internet service I need for work. To add to my frustration, the management has now stated that they cannot assist me in ending my stay or help me find another hotel that meets my internet needs.||Additionally, when I contacted Marriott Rewards, I was told a ticket would be filed, but it would likely not lead to any resolution since this is a franchise hotel. When I inquired about escalating the issue to the franchise owner, I was told by the onsite property manager that the hotel is directly owned by Marriott. I then asked how to escalate further and was informed the property is managed by Apple Property Management, but when I contacted them, they stated they do not manage this property. This contradictory information suggests that I am being deliberately misled, which is incredibly frustrating. As a Platinum member, I am shocked by the poor level of service and support I have received.||The prolonged lack of reliable internet is highly disruptive, especially given the nature of my extended stay. The connection is not only unstable, causing frequent disconnections, but even when connected, the speeds are so slow that streaming or video conferencing is impossible. It is unacceptable that, despite multiple reassurances, the hotel's management has neither resolved this issue nor provided a viable alternative.||I am requesting immediate action to resolve these internet problems. If the issue cannot be resolved promptly, I would appreciate a more permanent solution. Moving to a different room with a better connection is clearly not an option, but I request that you at least provide a mobile hotspot and replace the faulty modem, as your team has indicated is necessary to resolve the issue. I have already attempted to escalate my complaint further within Marriott's corporate structure, but I am being told that they are not responsible for handling this dispute and cannot provide guidance outside of the onsite manager, Ryan. Unfortunately, Ryan has consistently failed to take any meaningful action, both during and after his working hours, to ensure that hotel guests are taken care of.||Thank you for your immediate attention to this matter. I look forward to your swift response.||Sincerely,

Our second stay in 6 months. Both stays were great. The rooms were clean. The staff was accommodating. The complimentary breakfast was a great way to start the day. A drive-thru Starbucks shares the same parking lot! Appreciated the close proximity to both John Wayne Airport and Disneyland.

My friend had to come here because the apt above her had overfilled their tub which damaged her apartment as well and I came from out of town to stay with her for 10 days. And let me tell you I CANNOT say enough to how amazing this place is. The staff, the rooms, the breakfast every morning was above and beyond Amazing. 👊👊

Stayed here for a month. My housekeeper Yolanda has been awesome! Breakfast was good (waffle station, eggs, potatoes, sausage, bacon, oatmeal, bagels, toast, cereal, yogurt, and fruit). Wifi isn't the best and super disappointing the pool/spa closes early at 9pm.

Very disappointed with service received. Dirty rooms, no kitchen amenities (supposedly fully equipped kitchen with nothing to bake with). No oven tray and informed they can’t get me one, housekeeping can’t find one. Broken bathroom vent they refuse to fix. Unacceptable. Informed front desk and response was sorry can’t help. Kitchen dirty, I asked them to clean they said they did already (sticky stove and countertop). Asked for silverware to replace missing ones they said they don’t have any more. Light bulb out 2 days ago, still hasn’t been replaced despite reminders. Have to stay here unfortunately to complete our stay but absolutely don’t recommend. They need to improve their customer service and change management!

I booked a 2 bedroom suite for my family (2 adults and 3 children) weeks in advance for a wedding. Hours before check in I get an email stating the room is no longer available but they can provide 2 rooms near each other for the same price. Of course when I reply they don’t bother to respond so we call the number from the email. After two attempts we finally get guest services. The lady tells us we can either take what they have or take a refund. She was in a rush because she said she had someone in front of us so we had to answer quickly or call back. My caucasian mother in law was also staying in the hotel. She went to guest services as was able to talk to a “night manager” who offered 2 rooms next door to each other at a reasonably discounted rate. They said we would have 2 rooms on the third floor right next door to each other. She said if we had any issues just let her know because she’d be there all night. My wife decided to call to verify since this would be a long drive and we wanted to be sure. Suddenly everything changed. Now they were talking about us taking the two rooms one night then switching us to the room we requested in the first place for the second night! WHAT??? At this point we told the lady to just give us a regular room for one night with the discount the manager promised. We figured we could just find another hotel for the rest of our weekend even though this was Mother’s Day weekend! The lady on the phone tells us the price of the room and it’s the exact price on the website. She then offers a $5 discount that is the member price on the website. I’m already a member by the way! Finally, like we’re at a pawn shop, she offers $5 discount to go with the parking they already promised. Since we were on the road, we told her we’d see when we got there. Once we got there the $5 discount was it and the “night manger” was nowhere to be found because according to her, they left early. She kindly offered to take my money tonight and talk to someone else about it in the morning. For the amount of money I was paying and the amount of family members we brought, in multiple rooms, I was hoping to be treated with a little more respect. Hyatt and Hilton never treated me this poorly. I hope you guys get this together.