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1049 reviews
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Oct 11, 2024Worst customer service experience ever - dated hotel with broken HVAC
Traveled here as I could not go home to Tampa due to the hurricane. Had an amazing check in experience with Mason. Also had a great happy hour dinner at STK. Jasmine and Dom were great bartenders! I know STK is a separate company but just wanted to mention them so if you read this you go check it out separately from the hotel. However, that is where the positive experience ended. I go back to my room after dinner to get ready for bed and find that the room had not cooled down from when I checked in and there was barely any air coming in when I had the AC turned up. I called down and they sent engineering up right away. He was super friendly and said he would try to fix it. He did some things to it and then went back downstairs. I then receive a call telling me that the HVAC is broken in my room and I can either open my windows or move rooms. I elected to move rooms since it was very warm as the high was in the 80s today. I was unpacked and in a robe ready for bed so was really not happy that I had to pack back up after flying here today and was about to sleep. They told me to call down when I was ready for the key. I call back down and they place me on hold and tell me they got me a room on the same floor so I wouldn’t have to go far. I asked if there was anything they could do for the inconvenience. They tell me they can give me a $50 food and beverage credit. I asked politely if there is more that they can do as $50 basically buys you one or two drinks in LA and I didn’t feel that was enough. They said they can do $100 and that was more than generous that I am staying on an explore friends rate. I let them know I work in hotel management and I really don’t think that is a fair reason to not treat me like any other guest. They told me “you should be more understanding if you work in hotels”. They then said the room they would give me is an upgraded room on a corner as well. I said okay thanks and they bring the key. I go to the new room to discover that it’s not an upgraded room, but it’s a handicapped room (not as nice as the original before). At this point I am very annoyed and I call back down as I was not given what I was told. The employee picks up on speaker phone and I can hear one of their employees in the background speaking badly about me. Now I am ANGRY. I let them know that I could hear what was just said about me and that I was not given an upgraded room on a corner but a handicapped room. They told me that I said I wanted to be on the same floor (which I never said). I told them I never said that I cared what floor I was on. They are the ones who told me they would get me a room on the same floor and I was pleased with that. They also said “if you work for Marriott you should know you’re a reflection of the person who filled out the form and you should not be combative about the room.” I also do not work for Marriott and never said I did. I explained to them that no matter who I am, what rate I am staying at, and regardless of working in hospitality or not that I would never tell a guest how they should act or to be more understanding. That is completely unacceptable. I let them know the way that they are handling the situation and speaking to & about me was horrible. I let them know I want the upgraded room that I was promised on the phone. They then say they will send up a key for the corner room on the floor above. I then wait about 15 minutes for someone to come up with the new key. Finally I get the new key and at no point in being delivered the new keys from Lin did I receive an in person apology for this customer service. I am now finally in a nice corner room with AC. I have never in my life had such a horrible hotel customer service experience and I travel frequently & all over the world.
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Oct 10, 2024Lovely hotel
Lovely hotel conveniently located within walking distance of Westwood and other destinations. Beautiful rooms and a very helpful staff. Only issue was two of three elevators were down. Upper floors provided lovely rooms. I didn't have a chance to eat at the two restaurants on site.
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Oct 02, 2024
I can't stop talking about this hotel. When can I go back????
Booked the W to get my son moved into UCLA and SO glad I did. We will have to visit him just to have an excuse to return! Checked in and went directly to the outdoor bar (happy hour!) LOVED our drinks (especially with happy hour prices!) After grabbing our bags and settling in, I couldn't resisit laying out by the gorgeous pool with my book. Only complaint was there was no poolside service (weird!) but easy to grab a drink and bites at the nearby bar. We loved our large suite and our dinner at STK was delicious. Honestly can't wait to return!
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Oct 02, 2024STK Restaurant Is Cool
Location is minutes away from UCLA campus. Front drive guys were nice and accommodating. The valet is basically on the side of the road. So do not expect a driveway or pull in area. Front desk was nice, but bland. Room wasn't ready. Oh well. Called 2 hours later for an update, and they had to move some things around for me which I appreciated. Enjoyed drinks while waiting for room at the outdoor pool/bar. Bartender was very nice and professional. It was busy, I was surprised she was scheduled by herself! Room was spacious and comfortable. The highlight was the downstairs lobby restaurant STK. Bartender was awesome. The Warm Chocolate cookie was 5 stars. Modern ambiance with a pleasant mix of up-beat and relaxation. The lighting and the décor of the restaurant space was spectacular. They even put on a surprise fire sparkler show that was incredible! They ran around the restaurant and gave all the guest free shots! That was unexpected from most of everyone sitting down which was cool. I would come back for STK.
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Sep 09, 2024
Check your credit card
I love this hotel, the location, pool, personnel and have stayed several times over the last few years. Imagine my incredible shock and disappointment when I discovered after debiting my credit card the full folio charge of approx $2600 for my eight night stay, they put a hold on my credit card for an ADDITIONAL $3,300. I never charge anything to my room. Normally, there is an incidental charge of $200 a night so I would have understood a $1600 pending charge. It took two calls to the hotel and no one could explain the $3300. The extension to "accounting" doesn't work so I had to call back and get someone in room reservations who kindly helped me....the second time I called back I had to get someone at the Front desk to help me. NO ONE apologized, called me back nor could explain the $3,300 charge that stayed for four days on my credit card. But I was told that due to Labor Day, I might have to wait 5 days until it was removed. Seriously, WHAT? Trip type