Appalling customer service after family bereavement
(London, United Kingdom)
Jan 19, 2023
Unfortunately for such a beautiful hotel the customer service that I received from their accounts team was appalling. I have stayed at the Edition many times previously, as have many members of my team for business trips; however, we will no longer be doing so.
I booked a 3 night stay in December however my Grandmother passed away the day before I was due to fly in from the UK, due to this I had to change my travel plans to join my family elsewhere to attend the funeral.
I was able to get full refunds or credits from all other parts of my trip including business flights and pre-booked drivers. I let the hotel know about my situation as soon as I was made aware of my Grandmothers passing and after speaking to the weekend manager I was happy that they were going to try their hardest to either sort a refund or credit for a future stay (which I scheduled for 3 weeks after this cancelled stay at another hotel), however they needed final confirmation from their head of accounts. I did not hear back from them for a couple of days so I called them to discover that she had no sympathy for my situation and refused any kind of compensation. I asked them to speak to their head of accounts once more to ensure that she was aware of the passing of a close family member & funeral which took place during my scheduled stay however she once again declined my request. I then asked to speak to her directly multiple times, I left voicemails and emails explaining what had happened and asking if I could speak to her to see if we could come to an agreement, however I never heard back from her.
I am appalled at the customer service that I received from this member of the team and as a company will not be using this hotel in the future unless they revise their decision.
No need to return
(Southampton, New York)
Jan 04, 2023
We looked forward to experiencing the West Hollywood Edition
But what a disappointment
Room was sparse with no one giving heads up on how everything works
Hungry to dine at their only restaurant to be told that it was closed- should have been informed when the reservation was made !!
No information on the “free” Breakfast but discovered it closed early
Their “restaurant” was opened for breakfast but after waiting for over 45 minutes for someone to notice us and take our order the food was inedible
No need to ever return
Amazing details, staff, and dining
(San Francisco, California)
Jan 03, 2023
What a great property filled with moody design elements that combined with a wonderful staff create an elevated experience without pretentiousness.
Make sure you experience Ardor for amazing food and ambience.
Our only issue during our stay was a rusty iron that damaged a shirt of mine. Without hesitation the front desk compensated me.
We’ll be back! I’m also looking forward to exploring other Edition properties.
Best hotel in West Hollywood
Dec 24, 2022
Simply amazing! Staff is very nice, rooftop restaurant is really good and the view is wow…I was upgraded to a suite and the room was just perfect. Thank you Edition WH, you Mae my trip a memorable one and I can’t wait to come back next year again!
Very enjoyable stay!
(New York City, New York)
Dec 07, 2022
The staff was excellent, friendly and extremely helpful. Room was very comfortable and while I wasn't there long enough to enjoy the amenities, there were many! Room service was easy to order via a bar code and came quickly. Great spot!