Terrible First Impression, but the Rest of the Stay was Good
Sep 21, 2023
We had a really bad first impression, but the rest of the stay was great.
Diana at the front desk is extremely rude and unprofessional. We had requested an early, paid check in over a month in advance. I never received an email in advance about whether it was confirmed or not. When I got to the front desk, two and a half hours after check out, she snapped at me as soon as I said I was checking in and said, "Check is at 4." I said we had requested early check in and she snapped again "That's not available right now." Mind you, she didn't check my ID or name or confirmation number. She made no effort to see if a room was available or not. I asked if there was a timeline, as I am a type 1 diabetic and needed to change my insulin pump. She snapped again, "Check in is at 4. Give your bags to the bell boy." I have traveled to Hiltons all around the world and am a loyal Diamond member and have never been treated this rudely. I understand an early check in cannot be guaranteed, but I do not expect to be snapped at for asking and her to not even lift a finger to see if it is possible. What's worse is the the lobby restrooms were only accessible by room key, which she refused to give me, saying I could use it at 4 (uh, I would have my room then) so I had no where sanitary to take care of my medical needs. This is an ADA violation. I filed a complaint with Hilton and they assured me this won't happen again, but on TripAdvisor and Google, I see Diana has had multiple complaints about harassing guests about service animals, forcing guests with COVID to break quarantine, and being extremely rude to guests. This is a huge red flag that this deliberate COVID and ADA violations keep happening and she is still employed here.
Aside from this one employee, everyone else was friendly and helpful!
Pros of this hotel:
-Kiara and Jennifer at the front desk were very nice and helpful.
-Marco at breakfast was great.
-It is close to the metro and there are lots of great things within walking distance.
-Grand Central Market is within walking distance and is a must visit. It is an amazing place.
-Housekeeping was great and promptly brought us more conditioner when requested.
Nice hotel in downtown L.A
Sep 09, 2023
After reading some of the reviews after I booked this place I was a bit worried it was going to be bad but the reviews couldn’t be more wrong!!!!!!
On arrival we got given welcome cookies which were yummy!
The room it’s self was very big and comfortable and the air con wasn’t too loud! Mini fridge to store your water which is always a nice touch and you don’t need to bring your own toiletries as they have taken care of that too.
I was a bit worried about being close to the ropey area and there was a lot of homeless around outside but inside the hotel it felt safe.
Each to order a taxi aswel as you just scan the QR code and wait for one
Terrible response to strike disruption
Aug 31, 2023
Hotel failed to inform us of an ongoing contract dispute w/ hotel workers union (we were unaware traveling from overseas). We were woken by picketers at 5 am in the morning on 2 out of 4 nights of our stay. Hotel has responsibility to inform customers of possibility of strike disruption and to offer some kind of compensation . When we complained at check out, they feigned ignorance of the situation and we were told we could have requested a room change. We neither knew this was possible and it was too late anyway to make any difference. Drain was also broken in bathtub. Avoid.
Aug 30, 2023
I was happy I chose this hotel. Good location, the garden in the back was lovely. First time in LA and I was nervous about being downtown, felt completely safe. The staff were so helpful and friendly. The hotel was very nice, very clean as were the rooms
(Los Angeles, California)
Aug 30, 2023
I had the most delightful experience during my recent stay at this hotel. From the moment I walked in, I was greeted with warm smiles from the staff, creating an inviting atmosphere. The room was a haven of comfort, elegantly designed with modern amenities that catered to every need. The attention to detail did not go unnoticed - from the neatly folded towels to the complimentary toiletries.