voco Laguna Hills by IHG

Room clean. Bed comfortable. Staff was great!

Nice place. Front desk people were nice. Housekeeping forgot to clean the room . I did have the sign on the door to clean the room and they never came.

Nice room

Very good

Clean rooms and friendly staff close to everything

Very good

Room was clean, staff was professional, friendly staff, didn't use pool area or restaurant. Bar was dead, For on-site parking, it needs to be better organized: I arrived around 9 PM, found parking far away from hotel entrance, solo mature female - I took my luggage, etc, with me inside to check in and was told I had to place a paper inside my car to identify that I was a hotel guest if inquiries were made as to who is parking. I had to go all the way back to my car and put in that paper so it was visible, then I walked all the way back to hotel to go to my room. I have never experienced that type of antiquated parking request. Enough that I would NOT stay there again. Yes, that's right.

Very good

Good

Charging for parking

Convenient Charging for parking

No

Exceptional

Friendly Room smelled musty and water like sulfur. Chips crumbs on floor.

Friendly Room smelled musty and water like sulfur. Chips crumbs on floor.

The after hour party that when on until 1:30 in the morning ?

The after hour party that when on until 1:30 in the morning

Bitten by bugs in room. Someone(presumably a hotel worker) walked in twice before i figured I needed to secure the deadbolt. No knock just walked in.

Great customer service, the young man in the front was attentive and kind, cleanliness and good price for the rooms. It was my birthday and I was treated special as well. I recommend it to my family and friends.

Breakfast was good people very nice .

Very good

Pleasant

Bartender from Ukraine great guy. Front desk great. Ba

Very good

Breakfast was mediocre , glass up and down the hall, AC was leaking the entire floor was wet had to change the room . There is a church inside the hotel .. enough said

Super fancy and looks really clean We noticed small things, hair on the bed was the biggest issue.

Super fancy and looks really clean We noticed small things, hair on the bed was the biggest issue.

Good

Really nice place for a staycation

Poor facilities and not so clean hotel. Staff was nice

Wide room Cleaning service didn’t replace or refill some items

The room is very nice, love this hotel but building structure is outdated in some rooms like ac units and there is no gym or laundry.

Pool area was very nice and clean

C

The room smelt like sewage in the morning.

Clean rooms and pleasant customer service

The stay was generally ok. We doordashed some ice cream and the dasher forgot spoons, so I had to go ask if there were any

Yes Everything Excellent

Voco is nice place to stay but only downside is no gym

It was very clean and excellent customer service. I enjoyed my staymstaystay.

The staff was nice, and we liked the room but the elevator looked like it needed attention, and there was no one to help with our luggage.

Sufficient

Did not try the breakfast

Best thing was the staff, specially the receptionist. I’ve been to multiple hotels and this one has the best staff by far I would say

IHG tried to make this older property into something that it isn't. The location is a freeway offramp. Overnight parking is $15 a day, and no more free breakfast. The staff was friendly and helpful.

The front desk personnel during the swing and early morning shift are all terrible at customer service, especially the one early morning. He doesn't believe in a tiny bit of grind.

I am writing to formally lodge a complaint regarding multiple serious issues experienced during my recent stay at your property. The overall condition, service quality, and handling of concerns fell well below acceptable hospitality standards. The beds were unacceptably small, the breakfast was of poor quality, and the room was inadequately cleaned. Upon arrival, the television was not functioning, and I was required to call the front desk several times before assistance was provided. The following day, I again had to contact staff simply to have the beds made. Additionally, breakfast service in the restaurant was excessively slow and poorly managed. More concerning was a safety incident that occurred on your premises. I fell while exiting the bar area. Despite this, no staff member showed concern, offered assistance, or followed any apparent safety or incident-response protocol. This lack of response is unacceptable and raises serious concerns regarding guest safety and staff training. I am also disputing an improper charge placed on my account. The only bottle of water provided in the room was warm, so I placed it in the refrigerator. When I later removed it and attempted to open it, the cap broke. I was charged for this and informed that the bottle was not meant to be refrigerated. At no point was there signage, written notice, or verbal instruction indicating such a restriction. Charging a guest under these circumstances is unreasonable and unjust

Breakfast very good, they charge for overnight parking.

The facility was in much worse condition then I expected. It looked nice pulling up but it was really a 2 star hotel at best masked with some pretty features. Also, there was a Christmas party that night and the neighbors were awfully loud. Overall, it was not a great experience.

Great experience room 309 and the 722 tie in was miraculous 😇🙏

The staff was great and the room was very clean!!

Excellent and above my expectation especially for the price I paid.

Clean room. Very comfy beds

The property was beautiful inside absolutely and the price was unbelievable for the hotel quality ! I must say the only down side is the Internet service was horrible it kept going out all weekend , also big down fall unfortunately the rooms you could hear everything going on outside of the door , next door & etc !!

Young adults were loudly parting in every room No apologies from the staff what so ever!!!!!!

Bar staff (Alex) was very nice and alcohol selection was great!

Nice place but it is right off of I5 so there is a lot of road noise during the night.

There were ants in the bathroom. The water was shut off in the middle of showers and getting ready. Disappointed for the money spent. This trip was for my 50th Bday vacation.

Hotel was nice, but it is very run down

This Voco hotel sits adjacent to the freeway, so access is good but if you’re facing the freeway it can get a little noisy. Decor has been thoughtfully updated, but the maintenance of the property leaves something to be desired. Peeling wallpaper, trim boards falling off the sink cabinetry and doors, missing cover plates over electrical wires, open holes in ceiling drywall, and multiple large and flammable items in emergency stairwells (last three are code violations) all contribute to a sense that no one cares. The front desk staff were also mixed. Some generally polite and others seems to be faking interest and politeness and actually seemed pissed that we had booked through Expedia. We will look for a different hotel next time.

Check in was a breeze. The staff was very friendly and welcoming. Rooms are nice and clean. The bed was amazing. Had a great night sleep. Would highly recommend and will make this my go to hotel when im in town. Pleased customer here

Clean room

2nd time staying here. We will book again

Lovely and kind staff.

Nice front desk was very accommodating. Nice room

It was not bad, water pressure was low, but it was reasonably priced & it was clean.

Nice room and hotel. Very uncomfortable bed. Bedding nice but the bed was so hard it was painful. The restaurants were not delicious! The coffee was Folgers and the nachos were blah. It was nice that they did service our room during our tow night stay.

The rooms are run down, pigs with lipstick on them. The sheets were dirty - blood on the fitted sheet? Disgusting. Ripped that off immediately and just laid on the regular sheet. The AC was SO loud, I could barely hear my thoughts form. I had to keep it on all night since I was in an adjoined room set up - the neighbors thought it was TIME TO PARTAYYYY and laugh and scream all night. So the AC it was to drown their noisiness down. Who pregames in Laguna Hills hotels? Lol.. They give you tap water in a glass bottle, call it eco friendly. The coffee maker didn’t work. The bathroom had flickering lights, I suppose Halloween is around the corner, so it’s ambiance. The bathroom fan did not work. Water pressure and heat in the shower was decent though. THE wifi… Every 5 minutes it would cut out and freeze. This was the worst! Their WiFi is awful, better bring a hotspot or a laptop/tablet if you want to survive.

very friendly staff

The service was outstanding. Our room had items falling apart in the bathroom but the decor was nice and bed was super comfortable. The outdoor area with hot tub was nice. I would stay here again but with parking was included with our stay.

the front desk staff was amazing! the young man was so nice and helpful

The Staff are all professional and helpful w/ a high level of respect and cond=sideration to all of. my needs.

Great service, clean & quiet

Clean & Fast

The selection of t.v channels are wonderful.

what made the stay enjoyable was the staff and people staying. it was during a holiday weekend. vary hot. pool was dirty, no towels were available. I had to ask twice. food was not that good. the vibe in the bar was fun.

This is a nice place. Definitely worth the price. Cant be super picky when it makes sense economically. Busy labor day weekend. Tons of kids. But there is live karaoke, live jazz and the restaurant is really good. The rooms across from the freeway are loud. But if you keep the air conditioner or fan on it drowns out the drone of a 24 freeway noise. Great restaurants and bakeries near by. DADS sandwiches and things is awesome. Hotel staff are really nice. Rooms are super clean.

Mood lighting at night

Super clean and friendly staff but it was sooooo loud with the freeway near by and the AC is sooo loud I couldn’t sleep at night and the ac temperature was off.

Beautiful

Staff was great. Rooms are old and tired. Bathroom door is a slider and almost fell off the first time it was closed. Bathroom ceiling peeling and rotted just like the trim around the bottom of the walls.

Air-conditioning unit in room made so much noise. Need to change.

Nice rooms, clean and well maintained

Easy freeway access

The remodel is beautiful, especially in the lobby and check in guest areas. However, since we went to rest for a few days and take a break, it was very inconvenient to find out that during the remodel the one thing they did not replace or update, was the air conditioners? They are so loud, I’ve really never experienced anything like it. Thumbs down.

Absolutely loved our room. Very stylish.

Very comfortable stay. Rooms nicely updated. Staff super friendly.

Quiet

The place is a great size. Loved my stay.

Property was welcoming and very clean.

This was a beautiful hotel! I have nothing but great things to say, the staff was kind & extremely helpful, property was clean & convenient, the water station downstairs with was so great considering we were going on several hikes this weekend even had sparkling water option which I thought was so unique. The bed was cozy the room was spacious. Definitely would come again!

Nice hotel. Our room was a little weird though, I think it may have been meant for someone with disabilities, as everything was super low. Especially in the bathroom. Still everything was fine, but we weren’t expecting that. Also didn’t love to have to pay for parking at the location.

Very noisy. Needs a fresh coat of paint in rooms. Nice decor. Friendly staff

It was a good stay, check in was quick. Sleep had a little noise next couple floors.

Overall experience was great

Great stay cant wait to return

Fast check in, friendly staff, nice rooms

Great

Hotel was very convenient, nice and updates inside, comfortable rooms and beds

This was the worst stay ever! The Air conditioner unit was extremely loud and I could not sleep all night. I got up and went to the front desk, I spoke with the person about the situation and he just said, I am sorry sir, I made a note of it! I told him that it was unacceptable, and he just apologized again. I went back to my room, called the person at the front desk, place the telephone up, so he can hear the noise and he responded Wow, it is very loud! You can try to turn off the AC to see if that works! I turn off the AC and I could not sleep since it was getting warm in the room. I went out side sat by the couch in the lobby for an hour to try to relax! I am so tired today as a result, I feel robbed! It is completely understandable and I am so disappointed! I should not be charged for this bad experience.

The toilet seat was broken. The air conditioner was loud and blew really cold air into the bed next to the conditioner. Ridiculous.

All was good except noisy AC unit and strange smell from toilet.

Quite and friendly

Very nice hotel

Dd

Great customer service. Hotel was beautiful and great location.

Coffee in room was AMAZING. Clean, comfortable and convenient to our Laguna Niguel activities.

I liked that the staff were helpful, friendly, and kind. I also like they were able to answer my questions and quickly resolve any problems I had. The room and hotel was clean. The view and temperature control was good. The amenities were great. The bathroom and shower in the room was spacious. Aside the the Emerald Lounge and breakfast spot in the hotel, there are so many other restaurants, stores, and entertainment within walking distance and no more that 15 mins away if driving.

Staff was very friendly and efficient Rex is an excellent resource and helped streamline the check in process Would definitely stay here again in the near future. Thanks again!!

Amazing customer service! They checked in daily via text which I loved!

N/A

1. SECURITY CONCERNS - key stopped working after two days, went to the front desk to get it fixed. I was asked for my room number and was given a key card without any verification of my name or ID. So anyone with a key card from the hotel can get into any room by simply asking. 2. Leaking shower - half door in shower does not prevent water from leaking into the bathroom and hallway. Bathroom door had extensive water damage from this. 3. Thin walls - you can hear everything in neighboring rooms, including the tv at 3 am. 4. Cleaning rag from housekeeping was left in the room.

Beds were very comfortable liked that the shower had an actual door and movable shower head.

Jose at the front desk was very rude and hung up in my face when I called the front desk . I called and asked for towels and he said they were very busy and then he just hung up in my face. Also one of the housekeeping people came in my room while I was in there. They didn’t knock at all. Then they was no room service . The place sucks and I would not recommend. I had to stay there for 3 nights because my son had a basketball tournament. But I will never return.

Not bad

I had reserved a room over a week ago. Check-in time is at 4pm. Go to check in and they dont have my room ready yet, had to wait another hour til a room was available. Found a live pincher bug on bed. Overall, the price is great but leaves more to be desired.

Very nice

The negative; They charge a set rate (I think it was $15) to self park in the small lot out front, but they are sure to tell you that the lot is not patrolled. We also went out on a small rear patio and our cards would not re-open the door so we had to walk around the whole back of the hotel. It was dark out and a bit sketchy. Lastly, we were on the second floor and a door to the outside stairs was continually propped allowing anyone off the street or from the (unpatrolled) parking lot to enter our floor at any time.

Thank you .

Very comfortable. Friendly.

-

Looks renewed. Big rooms, good sun, clean areas.

This hotel has a nice lobby and it’s clean but my room was facing parking lot with dumpster view. Next to highway. Pillows were so thick and uncomfortable. Couldn’t get the tv to work working singing in with my phone and give my info to sign up and scan QR code. No mirror in the room. Housekeeping crew were so loud very early hours of the morning talking loud and banging doors.

This place was very clean and nice just not giving a full 5 star, alot of people late at night slamming doors and yelling overall the hotel was very clean

This hotel was in a safe area. Staff were friendly and helpful. They serve a good breakfast. The walls were pretty thin as I could hear lots of noise. There were a shortage of outlets near the desk and bed. The one outlet by the sink did not work.

The air conditioner is noisy, and not much light on the back of the parking lot.

Property was really great. The only thing I did notice is little things in our room that could have been better cleaned. Tables had dirty spots and looked like they weren’t cleaned/wiped down. Just made me think was the room REALLY cleaned properly. We plan on staying in Laguna and will stay there again.

Property was very nice, however many events being held, so lack of parking and very loud hallways throughout the night. Intoxicated people yelling up and down hallways, slamming doors. Overall nice hotel

Very nice stay! However there was a random chip on the floor…. And then the door we had a hard time locking it

Goo

Very clean room, comfortable bed.

On a positive note, the service was decent, though nothing particularly exceptional that would make us want to return. The rooms were spacious, and both the bed and pillows were quite comfortable, making for a decent night's sleep.

Very classy looking hotel. The personnel were great and very helpful.

Everything was perfect

Great

Very clean and relaxing rooms

VERY DECEPTIVE!!!

Upgrade amenities

Lovely hotel very comfortable. Staff was amazing. Answered all our questions in a timely manner. Pillows perfect, house keeping do a fabulous job cleaning our room.

Great stay

I didn’t liked they gave me 2 double I did not get it.bed I did request a 2 Queen size bed but

Bathroom was decently cleaned, but the drain was clogged so the shower overflowed multiple times. Wasn’t able to get through one 5-8 minute shower with out the bottom filling.

Awesome can’t wait to stay again

This property is good but I always have nit-picky issues here. This time it was: TV had to be fixed by mtce twice, WiFi is flaky, the parking lot was being re-paved which was inconvenient. Also, there’s a new, daily $15 parking fee. There’s nowhere else to park so customers are forced to pay it. I don’t know if this is an Orange County or State of CA mandate. I’m going to check other hotels in the area. The Staff goes out of their way to accommodate, so plus points for their efforts. I’m pretty demanding and I know it.

I booked two days there with an Apple Pay and they had no problem with it. I accidentally booked another day and I’m trying to cancel it and now they want $100 deposit they won’t give me my money back and I booked it at 8 o’clock this morning and I tried to cancel and on their policy it says before 6 PM so please read their policy

The room was fine…until it wasn’t. I was gone overnight and returned late the next evening to find that someone had entered in my absence to use the toilet. When the toilet proved to be stopped up, the desk person could not even provide a plunger. Finally he offered to move me to a different room, without assistance. With a bad leg and back, I had to pack up and move myself to a different room. The next day I was given a breakfast voucher for my remaining 4 days.

Jovan gave us outstanding customer service! He went above and beyond to help us!

Love the expresso coffee machine, comfortable bed, and awesome breakfast buffet!!

Convenient location

Room was slightly unclean but so far my check in was great!

Property grounds were beautiful and room were very clean. The doors are very heavy the neighboring guest kept slamming the door so it wasn’t quiet.

Property is excellent and I have no problem. Thank you.

Clean and high end place

Quick check in and out and easy parking. Only downside is they charge for parking.

Have always loved staying here. Thank you so much.

.

The room is clean and looks elegant