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Carousel Inn and Suites

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Carousel Inn and Suites Reviews (2)

Review: February 6, 2014

Carousel Inn and Suites

1530 S. Harbor Blvd

Anaheim, CA 92866

Re: Get Away Today booking # [redacted]

Carousel Inn and Suites #[redacted]

General Manager:

My apologies for not having your proper name. I checked your website to find information on to whom I should sent this letter, but no information was available.

We began our experience with the Carousel Inn on 1/11/14. We arrived around 12:30 PM and the staff was very friendly and was able to get us into one of our two rooms right away. We were anxious to arrive because we wanted to relax, order a pizza, and watch a football game which started at 1:30. When we got to our room, we turned on the television to find that the hotel was experiencing problems with the channel we needed as well as many others. We called the front desk immediately requesting service. They attempted to fix the problem, however, we ended up having to leave and go to a restaurant down the street to watch the game. This change in plans went from a $30 pizza delivery to a $150 restaurant tab.

We returned to the hotel to check into the second room. This is when we found out there was no longer a continental breakfast, as advertised. This was one of the deciding factors for initially choosing this hotel for us, as it saves time and money. We were give three vouchers for each day, even though we had four people in our party. I asked for additional vouchers and learned I’d have to come each morning to get them from the lobby. I have worked in Lean Manufacturing for years and I don’t understand how this is a benefit for anyone involved.

Not only did we have to come to get a voucher each morning, the breakfast set up was terrible. The food was rarely hot, there was never any variety, there were not healthy options, and we were limited to the amount of milk/juice at each meal. We had to purchase beverages every morning. None of this meets the standard criteria of a continental breakfast. The final three days we didn’t even bother and purchased breakfast at a restaurant. While that was our choice to do so, we spent an additional $160 on breakfast we didn’t intend on spending.

Each night we returned to the hotel, we discovered there were less and less television channels to watch, and those that were on had terrible reception and sound. We had a child with us so we returned to the hotel in the late evening to relax, clean up, and unwind with some TV before bed. We were very unhappy with the quality of the programming as it never matched what the guide was showing.

Our unpleasant television experience culminated on Thursday, when we decided to have a relaxing day of shopping, pool, and movies. We turned on the TV in the morning to find only one channel available. We went shopping and enjoyed a lunch out before returning to have an afternoon in. We discovered there were no television channels available. We called into the front desk and requested this to be fixed. We were informed it would be at least a day. Now, our plan for relaxing had changed. We enjoyed the pool, but by 4:00 we were ready to relax in our room with a movie and we didn’t have that option. We were told there would be a credit of $20 per day of outage; however, we have not seen a credit. The programming was finally fixed on our very last day.

This was also the noisiest experience we’ve ever had in a hotel. All hours of the day and night there were people walking by with roller suitcases. Where this is a normal occurrence in hotels, we have never had such little insulation or soundproofing that we heard it constantly. The other noise issue was the upstairs occupants. Our first night there, we were tired and weary from a full days travel. We went to bed early so we could start our day first thing in the morning. We were rudely awoken after midnight by people checking into the room above us. They rolled their bags and pounded across the floor for over an hour. This helped make for one of the worst nights of sleep I’ve experienced since having a newborn child. We heard our upstairs neighbors move out a couple of mornings later, same ordeal, and were relieved that we could get some rest. Our relief was short lived as the people that moved in next were louder and constantly paced their room, with very heavy steps, at all hours of the day and night. At one point, we called the front desk and asked that they speak to the people above us about their movement and steps. I do not know if it was ever brought up to them, but the problem never did seem to stop.

Each night, when we returned from our daily adventures, we were approached by someone from a condo association who was stationed at the hotel, offering ‘Disney Cash’ for going to their seminar. We started the week by politely declining the offers but eventually just began ignoring the propositions. This is yet another situation we found to be unpleasant.

We were happy to check out on 1/18/14. We were told upon checkout that we would be contacted regarding the credit for the television because the person we needed to talk to, [redacted], was not in that morning. I have never received a phone call, email, or letter regarding this situation. All I received was a standard survey email asking about my experience, which does not address the situation at hand. How it is being handled, or I can say the lack of handling, only solidifies my irritation with the entire situation. The front desk mentioned there may be some discussion with Get Away Today since that is where the package was purchased. I have copied them on my letter so they have the request in writing as well.

I have several friends with young children who have expressed interest in our travels and have asked how our vacation went. We express to them how much we have enjoyed the Disneyland and Universal Studios experience and all of the fun places we got to visit while there. We have also been able to express our hotel experience and recommend not using Carousel Inn for their lodging needs.

We are aware most people probably don’t think the television not working is much of an issue, but we are different than most families and like to have that down time in the evenings and sometimes during the day to unwind and this was not provided.

Sincerely,

Cc: [redacted]

[redacted]

[redacted]

Revdex.com of Orange County

[email protected] Settlement: I am requesting to have the proper credit for the television issues we were promised. We had issues from the beginning and only had one day of television programming. By my calculations, we had two rooms for six days of improperly working television, for a total of $240

Business

Response:

February 26, 2014

Revdex.com,

We did experience television issues with our cable provider during their travel dates. I completely understand why they were upset. I contacted the third party that they booked their reservation through on February 12, 2014 (Getaway Today Vacations) to refund the guest in the amount of $240 .. This refund must be given by them as the guest paid them directly. I never heard from them so I called today and they confirmed that they will be refunding the guest on their end.

The hotel discontinued breakfast on April 20, 2013. The breakfast was not part of their package and the hot breakfast vouchers were given to them as a courtesy.

Please do not hesitate to call me if you have any further questions or concerns.

Kind Regards,

Revenue Manager

[redacted]@carouselinnandsuites.com

Review: My daughters and I stayed at the Carousel Inn and Suites from Oct. 8 - Oct. 10th. After a long day at Disneyland, we checked in and started getting the kids ready for bed. I looked up and saw my daughter swiping at the bed to dust something on. What I found was little bugs that were very small and appeared dead. I called the front desk and they sent someone out. After working to strip the beds and getting them put back together, we didn't get to bed until 11:45. This made for a horrible next day at the park with tired kids and I struggled to sleep worried about more bugs. I was told that [redacted] would call me to follow up after we left, but that never happened. I proceeded to call and finally spoke to [redacted] who stated that for our issues at the hotel she was refunding 1 night stay and would send me a voucher for another day at their hotel (in a suite if available). It has been a few weeks and this promise of reimbursement has not been fulfilled. We also have not received a voucher for a night at the hotel to make up for our terrible stay.Desired Settlement: Since the promise [redacted] made to me was not fulfilled, I request that my entire stay is reimbursed. I want full reimbursement with no return voucher as I do not want to stay at their hotel (in suite or regular room) since the customer service is so terrible. The follow-thru on this complaint was non-existent (even though the incident was documented the night we found the bugs).

Business

Response:

December 13, 2013

Ms. [redacted]

Revdex.com of San Diego & Imperial Counties

4747 Vlewridge Ave. #200

San Diego, CA 92123-1688

RE: ID#[redacted]

The guest Ms. [redacted] stayed at the Carousel from 10-8-13 for 3 nights. She complained about bed bugs and we immediately had our pest control company come out on 10-9-13. Antbusters found no evidence of bed bugs or any other bug activity in her room (please see attached report.

As a gesture of goodwill despite proof in writing from an impartial, outside vendor that her claims were not true, we are refunding 1 night's room & tax totaling $181.00 plus a gift certificate for a one night stay in the future.

Note: The guest was staying on a stay 3 nights, get 1 night free package.

Please feel free to contact me if you have any questions.

Please send us a confirmation that this case will be removed from our business account.

Thank You.

General Manager

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Description: Hotels

Address: 1530 S Harbor Blvd, Anaheim, California, United States, 92802-2388

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