Hotel Lulu, BW Premier Collection, Anaheim

We stayed here for a week while visiting Disney. The hotel itself is nice and clean. Loved being able to see the Disney Fireworks every night. The only complaint I have is that they would not come in and clean our room even though we asked numerous times. I understand they don't make the bed but it would be nice to have the trash emptied and towels restocked. We had to ask for clean towels on 2 occasions and even had to get more toilet paper. They do not restock the rooms for some reason. Upon check in there was also no information provided about what amenities were available to us. Desk staff and maid service needs to be better. We were finally told to put our trash and dirty towels in the hall. Never experienced this at a Best Western before.

I enjoyed the hotel it was clean and has a decent location for your Disneyland vacation. The reason for the lower rating is the customer service. I had two rooms each having an issue the first room was with the TV and it took 3 calls to the front desk before they would send someone up to help. It just required the actual tv remote not the direct tv remote. The other room had no stopper for the bath tub. I was told the general manager had said they aren't stocking them. Really I just spent hundreds of dollars on a room and you can't provide a stopper for the bathtub. Our other room had one…I also received a call in the middle of the day wanting to know if I was the one who requested my room to be cleaned. It wasn't me…I think maybe the staff at the desk might need a bit more training. I will probably give them another try in the future but definitely think there is room for improvement.

General Manager, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Dear Kristine, While we are delighted to hear that you enjoyed our clean and comfortable accommodations, we are saddened to hear that there was a lapse in service on our end. We have notified our team members at the front desk and can assure you that the next time you stay with us at Hotel Lulu, BW Premier Collection, you will be given nothing less than a five-star stay.

A great 'new' hotel within walking distance of Disneyland. I've always trusted the Best Western brand and this one delivered. Hotel staff were so welcoming and helpful. No breakfast options were provided even though the hotel website noted that there would be something. We didn't use the pool but it looked great.

General Manager, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Dear Sara, Thank you for staying at Hotel Lulu, BW Premier Collection. We are glad that you enjoyed our excellent location and friendly service. Due to current regulations, we are not offering breakfast services and apologize for the inconvenience. We'd love to have another opportunity to host you.

Nice clean hotel 10-15 easy walk to Disneyland. There is two drugstores right next door to the hotel, and a wide variety of restaurants close by as well. Elevators can be a little crowded during certain times of the day, so beware

General Manager, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Dear Jere, It sounds like our location was perfect for your fun plans in Anaheim, and we couldn't be happier! Hopefully, our clean and cozy rooms made for the ideal place to rest after your adventures as well. Thanks so much for choosing us for your lodging needs, and we hope to have you back soon!

Hotel overall was very comfy. Bar was great, we were able to get a drink even though bar was closing. Seem to be working out a few small kinks since they opened recently. All in all we had a great time!! Beds were very comfy and room was very nice and not noisy!

General Manager, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Thank you for your glowing review of your stay at Hotel Lulu, BW Premier Collection. It is fantastic to hear that you liked our comfortable, peaceful accommodations and delicious drinks! We look forward to welcoming you back in the future.

Hotel was clean and adequate for our needs. Staff was friendly. Would appreciate more housekeeping service now that COVID is declining. Loved the craft table for the kids which kept them busy while we were preparing for check out. Haven't seen this before and it's a definite plus.

General Manager, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Dear Rod, Thank you for the review and your recent stay at Hotel Lulu, BW Premier Collection. It is great to hear you enjoyed our clean accommodations and friendly staff. We're also thrilled that you and your children enjoyed the craft table. Please come back and stay with us again on your next visit to Anaheim.

Solid hotel overall. Staff a little slow with check in/out. Nice property. Good views out the windows. TV Remote in the room would only work if standing in one spot where you couldn't see the tv. Bed was soft and came with like 7 pillows.

General Manager, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Dear Garrett, Thank you for staying with us at Hotel Lulu, BW Premier Collection. While we're thrilled that your overall stay was enjoyable and that our comfortable accommodations and wonderful views were highlights of your stay, we regret any inconvenience caused by the delay at check-in as well as by the TV remote. It was a pleasure to host you, and we hope to welcome you back in the future.

When we arrived all trash cans around the building were full and spilling out trash with trash on the floor all around it. Lobby left like they have no AC. Once we got to our room door hinges and locks were so messed up door wouldn't close or lock. When I told guest services and asked for another room they insisted they would send someone to fix it. After waiting 45 mins no one came and finally they just changed our room. The next room we had smelt bad and the TV would go in and out of connection every 25 seconds.

John C, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Hi floresjoseph951, thank you for your feedback. We will review and address with our team.

This turned out to be a very nice hotel, after the last BW I had stayed at I can say that this has redeemed my faith in BW and the comfort, service, value and friendliness they provide for their customers.

John C, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Great to hear you had a fun and memorable Disney trip. Hope to see you soon again.

Good lord, where to begin… looks nice from the outside, location was good, pretty close to the parks. However, things went downhill quickly. Our key cards did not work, right after checking in. We had to go back downstairs to have them re-activated (even though we had just been handed them). There were several people at the front desk also having the same issue with their room keys and gate access to the parking lot. Once we finally got into our tiny room we realized that the tv didn't work. We called the front desk and they sent up an engineer. He let us know right away that the dish was out, and had been for several weeks. They knew, weren't doing anything about it, and put us in the room anyway. Apparently most of the 7th floor TVs were also out. Fun. The restaurant is closed, same with the coffee bar. Which would have been fine if there had been coffee in the room. There was two packets of instant coffee in the room and an electric kettle. 2 packets for 2 people for 4 days… also there was no maid service for 4 people for 4 days in a tiny room. So gross. All of this leading up to the main attraction: the fire alarm going off at 10:15pm the first night of our stay. The kids were already sleeping, we had to wake them up and drag them out of bed and down 7 flights of stairs. Here's where my real problem with this place begins. It was night time, totally dark. Two of the floors the stairs were completely unlit. No lights at all. Parents carrying their small kids, sleepy children drug out of bed, walking down stairs in the dark. Not only that, there was a chair in the stairwell on one floor, cleaning equipment on another. So incredibly dangerous, and I'm guessing a pretty severe safety violation. The bottom floor of the stairwell didn't even have a wall for Christ's sale, we were looking at insulation! I wish that I was joking, this place was really bad. Do yourself a favor and stay literally anywhere else. Such a bummer too, because everything else about our trip was great!

John C, General Manager at Hotel Lulu, BW Premier Collection, responded to this review
Hello chelseahouser, We are truly sorry our property did not meet your expectations. Please contact our Dir of Guest Experience at Francis@hotellulu.com so we can further discuss offline.