The Hills Hotel - Laguna Hills, California

Jill M

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.

Kevin Hodges

This place is a full service hotel. With room service, banquet rooms, and the complete separation of rooms between the walls, floors, and ceilings makes for excellent privacy. I have yet to hear any adjacent quests. When the remodeling on this hotel is done it will be upscale. The Hills Hotel is the go to Hotel in Laguna Hills and surrounding area for catered weddings and other formal upscale events. With surprisingly reasonable room rates.

James W

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.

Rizza Magallanes

Very bad service. Booked two rooms for a wedding we are attending over the weekend. First room was okay, no issues. The room I was staying in, however, was useless. First night we were there (Friday night), the ac stopped working.it was controlled by the thermostat on the wall and we had it set at 67. It was almost 74-75° in our room at 2:30am (Saturday morning). Was up all night because of how hot it is. Didn’t think of calling front desk at 2:30am, but during the morning, they changed our ac to a “new” one (which looked identical to the one that was just broken). Had to leave for the wedding but the technician assured me the ac will work, just not to use the wall thermostat to control it. He set the temp at 64°.
Came back at around 10:20pm, expecting to be greeted by a cool room. Came in and it was hot. The lobby area of the hotel and the hallways were cooler compared to our room. Called front desk again, they sent someone to change the ac, again, technician set the temp at 68. Went down to the bar area for the after party, went back to our room around 1:15am, and to our dismay, the room did not feel like 68° at all. It was warm. The ac was not even running and to think we never touched it. Called front desk several times, only to be told no one is available to fix it and they will fix it in the morning. Which made no sense as we were supposed to check out in the morning. Sal, the staff at night, said he was instructed to give us keys to another room to sleep in. Just to sleep in. He said we would be refunded for the stay.

Upon checking out, two older guys at the front desk said no refunds since we moved rooms. We never moved. We only slept for one night on a different room. And when I asked about Sal, the night staff, they said “He’s new, he doesn’t know what he’s talking about.”

Very bad service, I suggest no one book this place, ever. Staff is rude, too.

Twirlily Floral

Horrible, stay somewhere else. All the rooms have something wrong with them and the hotel is under construction which they don’t tell you prior to booking. “Renovations” include jackhammers allll day. (Which when I called front desk to complain they said “they are putting up wallpaper” when the floor was literally vibrating and I couldn’t hear her through the Jack hammering. They also overcharged me when I was told I would get the $27 service fee waived and they charged my card for that anyway. The price on apps is $107/night and I paid $192 because I already had my $100 deposit on file here and couldn’t afford another $100 deposit if I booked on an app. This place is awfulllll. The rooms are SO HOT even with the terrible tiny ac unit blasting. There aren’t any outlets by the nightstands and hardly any outlets at all, the towels are really stiff and hard, it’s a cluster mess at front desk and the water here I can tell is hard. I used all my own toiletries and my skin is extremely dry even after lotion and my hair is dry and frizzy even with using all my usual products. I would stay somewhere else but I’m in a bind and don’t have the finances for all of this. I am beyond frustrated and implore you to stay somewhere else.

Paul v

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.

Melly T

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.

Ken Payne

While there are some things that need to be improved on, I felt welcomed and the room had just been renovated. The staff was friendly and the place was very clean. I would recommend.