The Westin Bonaventure Hotel and Suites Los Angeles

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3600 reviews

• 

  great location - poor service

  I stayed at this hotel for a week for work and was initially excited about its great location, as it is within walking distance to nearby restaurants. Unfortunately, I was taken by surprise at the lack of service and professionalism I experienced throughout my stay. From check-in, the experience was disappointing. The front desk agent, Sakura, was dismissive and did not seem to value guest loyalty. Although she was stationed at the Bonvoy desk, she repeatedly assisted guests from the regular line instead of prioritizing Bonvoy members, which was frustrating and unwelcoming. The room had visible mold in the air-conditioning vent, and housekeeping was inconsistent. The shower also had ongoing issues—maintenance claimed to have fixed it, yet the rain shower still did not function properly. Breakfast service was another disappointment. The buffet staff showed little regard for guests using the complimentary breakfast coupons, seemingly because gratuity was already included. Service felt indifferent, and each morning was inconsistent. At the coffee bar, the level of service varied depending on who was working. Each employee seemed to have their own interpretation of how to redeem the coupon for the four items, which caused unnecessary confusion. As someone who travels frequently, I expect a higher level of consistency and guest care from the Westin brand. To make matters worse, my Marriott Bonvoy number was mysteriously removed from my reservation, seemingly to prevent me from receiving a post-stay survey. Overall, this property does not reflect the quality or service expected from the Westin name. I was disappointed by the lack of training, accountability, and attention to detail shown by management and staff. Until improvements are made in service and maintenance, I would not recommend this location.

  Oct 26, 2025
• 

  Terrible customer service

  Westin Bonaventure is rated 4 star but the experience I had was sub-par. The receptionist and the hotel manager were patronizing and unhelpful the entire interaction. I wasn't treated like a guest but a bother.

  Oct 16, 2025
• 

  New Destination Fees?!

  Pros: -Location is right in the heart of downtown LA -Usually pretty good value for a full service hotel in DTLA -Staff has always been friendly & helpful in our experience -Views: all the rooms have floor to ceiling windows & excellent view of DTLA Cons: -"Destination Fee": Ugh, they just instituted a new resort fee in Sept 2025 & it's probably the worst of any Marriott resort fee we've had. $35/day. They have voucher cards which you have to use with dates marked on them. In the past, other Marriott properties just refund the credit as it's billed. Here it feels like just another way to hope to not repay you by having to use an actual voucher at the point of purchase. They have $15 food & beverage on property. Glass of Prosecco at a restaurant OFF PROPERTY?! from the hours of 2-6pm. Access to spa facility?! Seriously? Daily "bonvoy elite amenity" (Gold status & above) I don't know what it is, we never got it. Free dessert in the lobby, only from 4-7pm. I mean what a hassle. Worst destination fee ever. BIG downgrade in my opinion. -Coffee: TERRIBLE! The Starbucks in the lobby is just an automated machine. They don't actually have espresso machines or make anything by hand. Awful coffee at Starbucks prices. The room coffee maker is probably the cheapest we've seen in a hotel, with a non descript coffee bag, although still better than Starbucks in the lobby. Also a lot of local coffee shops are closed on Sat/Sun. -Food: We had chicken wings in the BonaVista lounge and they were pretty pricey & terrible. Dry, flavorless. We're used to overpriced Marriott food but this wasn't up to par. Overall: This used to be our go to for value full service hotel in DTLA, but we'd think twice next time. If the lobby coffee & food is terrible & they're going to throw a worthless destination fee on top then might as well look at a Courtyard, AC or Moxy product!

  Oct 13, 2025
• 

  First Class Downtown Hotel

  This is my 1st time staying in Downtown Los Angeles. It's right on South Figueroa Street between 4th & 5th Streets just off the 110 Freeway. The Westin Bonaventure is conveniently located to Downtown LA, right in the middle of Chinatown, KoreaTown, Fashion District and Dodger’s Stadium. I'm lucky to be in the Hospitality Industry so getting to try out many different hotels in many different cities is the dream job! Westin is owned and operated by Marriot Hotels. There are many other hotel brands within the Marriot group. Dining Outlets including LA Prime, Lakeview Bistro, CafeNOW, and Lobby Court. Room Service is also available. Complimentary Wi-Fi in room and/or public areas. Complimentary local/toll free calls from guest room. Housekeeping makes each guestroom your sanctuary throughout your stay and if you prefer a Housekeeping Team not to service your room during your stay, simply place your "Do Not Disturb" sign. Westin Workout Fitness Studio is open 24/7. Westin also has a heated outdoor pool that is open daily 10:00am-8:00pm. Every single Westin property I’ve stayed at is very consistent. Each room has a Heavenly Bed, Heavenly Towels, a Heavenly Robe, white tea toiletries, a Samsung Smart TV, and the night stand always has a Sleep Well Lavender balm for bedtime.

  Oct 06, 2025
• 

  Ok location but nothing works

  Downtown LA is quiet these days, not a lot to see in dowtown but its central via bus or metro to most places. No issues walking late at night, almost no homeless around. The hotel portrays itself as high end, based on the exterior and lobby it pretty much is. But the staff have that air that they are doing you a favour by talking to you (except the valets). I can get over that though as it's quite common. What let me down though was the room itself. Day 1 - a couple of hours after arrival we decided to go out, turns out the room safe is broken. I go to call reception to make a report, phone is broken. Ok we're going out so I'll let reception know on the way out, as I close the room door the cover on the card room lock falls off, I put it back but now the lock doesn't work so I can't get in the room. After returning to our room 4 hours later, the door is working, the safe was not even looked at (the cupboard door was ajar how i left it) and the phone was still not working. Day 2 - i go to take a shower, it makes all the right noises but no water is coming out. I discover that the phone will work on speaker mode so I report the fault. 15 mins later no one has arrived so I wash my face at the faucet which is still slowly working. Then black water and black gunk pours out for a minute then goes clear again. After that the shower is now working, blockage cleared. I call to advise that the water is now working and that if someone was coming (I'm sure they werent) that it's not needed now. Other room concerns, the toilet lid needs to be jammed under the bench to stay up, whenever any neighbour rooms have a shower we get that pipe noise until they turn the water off. The bathroom 'cups' are plastic wrapped plastic cups, very high end! Even when the water is working the pressure is very low. This could be an isolated experience, it's an ok hotel but your money will probably get you more elsewhere

  Oct 01, 2025