General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating3530 reviews
Staff are the star
I was here for a conference and the building is way cool and way confusing to navigate. Staff were around every corner every time I was lost to help me find my way from session to session. The main gentleman at the Flower Street entry was so friendly every time I entered or exited. The staff are the star at this hotel.
Several of us came here for an event. Although we had written into the hotel and called regarding wanting close or connecting rooms, this was not communicated. Both of us are Elite Plat and Titanium and no upgrades. We able to eventually get rooms connecting but one was not ready. I was to be called when it was. Several hours later I went down to the front desk to check only to find out it had been ready for sometime. That was disappointing as I needed to get ready for the event that evening.
No hospitality at reception
Lovely staff, a great location for a first visit to LA. But we couldn't connect to the wifi from our room, on the second night we called in and were automatically directed to off-property tech support who were very kind and said that they would escalate the issue. After 30 mins, I still needed wifi so I went to the lobby to try and connect to the lobby network. It was still not working and so I went to the reception thinking they would be able to help. The lady was very unhelpful saying there is nothing she could do, putting her finger up at me and made me feel so unimportant. She didn't even have the heart to ask what my concern for needing to connect to the wifi so desperately. Marriott staff was usually so kind, in the end a kind guest from the lobby offered her hotspot for 5 minutes and my issue was resolved. I am so disappointed to have met this terrible lady at the reception after the most lovely day at Disneyland. Its always the small things and in hospitality you should always care, no matter the race!
HORRIBLE! The absolute worse hotel experience in 31 years.
HORRABLE! The worse experience we had in 30 years of traveling. Got to the hotel and no one on the reception desk! After waiting for a while one person showed up. Asked her about restaurants in the hotel. She clearly lied telling us "there are many to choose from". After going in circles for 45 minutes we found out that either most of the restaurants were closed or had private wedding. Left us with one choice and that was the steak house and the bar. Wen to the steakhouse and was told by our waitress that the food is out of this world! Well for $100 a plate it better be right? WRONG! Bread was cold and hard. steak was nothing better than what you get at the local supermarket. Drinks were watered down........ After spending almost $400 decided to go to the bar. It was nice up there but the drinks were again all watered down with bunch of extra ice and a ridiculous price. This is how Marriott and Westin screwed up our 31st wedding anniversary. Well all disappointed we decided to just go and sleep. Got to the room and was even more surprised. The room was so small that we had to bump into each other jut to go to the bathroom. It was smelly and outdated. It seemed like we just walked into an old moldy house from the 1800 s . All angry and disappointed we just went o bed and left next morning. Did I mention the $50 parking fee?! Next day I received an email with survey. After sending a negative survey, I got a call from the hotel. I told him what happened and he never got back to me. I guess that's the norm for this hotel to screw people and then forget about maybe making it up to them and make them happy.
can't get a receipt!
The hotel is okay. Stayed business for a week. But I have hard time to get a copy of receipt. I stayed extended, only have a part of the receipt, the rest has been a battle since and still. Accounting staff needs to wake up and taking calls or responding please! There is a useless website that doesn't respond either.