Puente Hills Mall

The room was very clean and updated. Nice and quiet. The only issue was the a/c unit cutting on and off and didn’t cool the room as much as I prefer.

Upon arriving to the hotel i noticed the room next to me had two inches of standing water all throughout the room next door to me. I brought my concerns to the front desk when I noticed that my neighbors came back from wherever they had been to find their front door to their room wide open and staff had been in there without their knowledge. So I notified the office I was uncomfortable with this and could I move rooms and was told I was unable to move rooms because they had no other availability. So I decided to stick it out and try to make the best of it. I wake up the next morning take a shower, my child uses the restroom and then sewage starts backing up in the bathtub and leaking out the walls and out of the toilet. I notified the front desk I told them they had permission to enter the room because I needed to be at my convention. Upon arriving back at the hotel that evening I enter my room it looks like it has been cleaned upon further inspection I find all of my belongings are completely soaked with what appears to smell like sewer water. My worst nightmare has come true. They were not helpful they told me I could take my clothes to a laundromat. I had no clean clothes and neither did my small children. I had to pack them up at 830pm and try to find another hotel for the night as this is completely unsanitary and unacceptable

The hotel staff was very friendly and nice. They were helpful when I had any questions, or requests. My biggest let down was with our room getting cleaned. We checked in Sunday night and checked out Wednesday morning. Our room did not get cleaned one time. We were gone a majority of the day, and feel there was ample time to have had the room cleaned on both Monday and Tuesday.