We had the misfortune of staying here late this past January for one, very long, night! We were in town for the opening party of Disney's California Adventure's Monsters, Inc. attraction that was opening up. I made the reservations a few days before our visit and was looking forward to staying here due to the fact it is close to the park and has high speed wireless internet access in all the rooms, something I need so I can update Mickey News when I am out of town.

We checked in about 4 in the afternoon and were given the room keys and a map that showed us where the room was located. We parked the mini-van and unloaded the 5 kids and went looking for the room. It was on the fourth floor of the hotel and they only had 2 elevators that were in constant use by the cleaning staff, guess they like to ride them because they sure don't do a good job of cleaning the rooms! We waited for the elevator and rode up to the floor with our room. When we opened the door we found that this was not the room I had reserved, we reserved the 2-room family suite and this was just a standard room with 2 beds, not enough for our huge clan!

I called the front desk to inform them of their error in the room and was promptly told that I was incorrect, and then placed on hold. When the desk clerk picked the phone back up he said that he was sorry and that I in fact was given the wrong room. No, really? He then asked if I would like to stay on the same floor. I told him that yes, I would in fact like to stay on the same floor, and somewhere close as we had brought all the kids and the child support systems up with us. I had figured that in the interest of good customer service, they would have offered to bring me the correct room keys at least, if not help us move to the correct room, but no, I was told to come to the front desk and I would be given the proper keys.

I waited again for the elevator and finally just used the stairs to go down to the ground level then walk to the front of the hotel. I was given new keys for the proper room and new directions on how to find it. So back up I went to get the family and take them to the room.

We didn't have a lot of time in the room as the party was about to start at the park and we wanted to get there so we didn't inspect the room very well. Big mistake! When we returned after the party it was almost 11PM and everyone was tired. We had out little twin girls (Megan and Samantha 15 months now) running around in their socks. They could not have been on the floor for more than 10 minutes when we noticed that the bottoms of their socks were black with dirt! In the mean time we found bug carcasses on the bathroom counter as well as dust all over the room. When pulling down the covers of the bed I happened to launch a roach on one heck of a thrill ride and sudden stop as he hit the wall on the other side of the room. He didn't escape though, I still had my shoes on, so I sent him to meet his maker.

This little roach must have requested the family suite as well since we found a few members of his family climbing up walls and running around on the floor. If it wasn't so late, and we were not all so tired, I would have checked out and found somewhere else to stay! I have a major issue with bugs! I don't mind them outside, but keep them out of my living space!

The next day, we spent another 10 minutes waiting for the elevator ride down to the ground level and again, the cleaning staff was having fun riding up and down the elevator. I went to check out and voiced my concerns (okay, I really complained) about the bugs in the room and how filthy it was, only to have the desk clerk shrug his shoulders! That just lit my fuse and I asked who I could send a letter of complaint too and with that he handed me a general business card for the hotel without a name on it. I asked him who the general manager was and was told her name was Donna Hill, but I have no idea if that was really it or not since there was no business card with her name on it.

When we returned home, after another fantastic family day at the Happiest Place On Earth I decided to send Ms. Hill a letter informing her of all the problems we had. I didn't expect to get my money back or anything like that, perhaps a we are sorry letter or a coupon for a discount the next time we stayed. Well that was over 3 months ago now, and to date I have heard nothing from Ms. Hill or anyone else from the Castle Inn! Very poor customer service if you ask me. Since then I have read a number of reviews on Expedia about this hotel and it seems others are having the same problems. From what I have heard from others, this hotel used to be a great place to stay, but in the recent years has gone down hill considerably. This hotel is a Disneyland Good Neighbor Hotel but I would recommend you find somewhere else to stay!

My overall rating of this hotel would be an F! It was dirty, bug filled and the staff has no idea what customer service is! If this is the only place that has rooms when you are going to Disneyland sleep in your car!