TripAdvisor Traveler Rating

Absolutely terrible. specifically the GM Phil Gibbs. By far the WORST Customer service of ALL TIME. Please do yourself a favor a stay far away from this place. Thank me later!

After a trip staying in mostly two and three star hotels I decided to treat myself on my last night in Los Angeles. I wasn't disappointed. This is a nice hotel and had one of the most comfortable beds ever! Most of all the rooms are quiet and peaceful. The hotel is clean, modern and has all the amenities you need. Close by is the airport with a shuttle bus to and from the Sonesta every fifteen minutes. In the area around the hotel there are places to get some food and if you go a street or two back you will find some street food at a much lower price. I also found the staff friendly and approachable. If you are in LA and need a place close to the airport or for a stop over then I highly recommend.

After arriving just before midnight, we found five to ten people in line, all waiting to check in. Unfortunately, after waiting about ten minutes, I found out that there were no rooms available (even though I had booked months earlier), and that there _might_ be another room available in about an hour, but "we can't promise that". No other options were offered, no assistance in finding rooms in another hotel. We ended up walking across the street and booking a last minute rate room at the Hyatt.

I was charged an additional $116 destination service fee that was never disclosed during booking or at check in. When I made the reservation, the total price appeared to include all taxes and fees. At no point was I informed by email, phone, text, or by the front desk that I would be charged another $116. I only found out after checking my credit card statement, which was a complete surprise. When I called the hotel, they refused to take responsibility for not disclosing the fee at check in or even notifying me afterward as a courtesy. They also require a $200 per night, per room security deposit, which is the highest I have ever been asked to pay. If you are planning to stay here, make sure you carefully review every charge. You could end up being billed additional fees that were not clearly disclosed.

Stayed at this property for one night after missing our connecting flight due to an airline mechanical issue. Good news is the airline put us up and this was a more than serviceable property. I'm guessing they take in stranded, tired passengers frequently. They did a nice job of handling a long line of grumpy, tired, hungry, travelers. Hotel shuttle is large and excellent. Eric our driver in the AM was awesome. Great attitude about life! Hotel is old, but rooms recently freshened up with a nice remodel. We had rooms facing the airport, and with the inconsistent AC unit going on and off all night, plus big planes at LAX, it was not a great night of sleep. I would stay here again in a pinch, or with a free voucher, but this would not be my first choice near LAX. Gets three stars for the nice updated rooms, and the staff have good attitudes and being helpful. This may be a great hotel for you, just would not be on the top of my "A" list of LAX hotels. I