2/10 Terrible
Peter, VAN NUYS
Apr 17, 2025
Disliked: Staff & service, amenities, property conditions & facilities
Seemed a little cheap for a 5 star hotel to push together two double beds instead of having a queen or king sized bed. I kept sleeping on the crack in between and it gave me a back ache the next morning. The communication for room service was atrocious. To have foreign guests have a hard time understanding that accent or for me to repeatedly have to say that I'm requesting an Aqua Panna still water is ridiculous. On top of that, they managed to run out of hamburgers. How do you run out of a hamburger on a room service menu at a 5 star hotel. I then complained to the front desk that seemed devoid of any guest experience manager. They told me I had to for the restaurant manager. The restaurant manager didn't even have the courage to face me and had the front desk staff just comp my room service breakfast. It's not about the money. It's about caring to actually try to become better. Such unprofessional behavior. I was even considering complaining to the general manager of the hotel but if their restaurant manager is any indication of service, no thanks. I won't ever stay there again
Peter
Stayed 1 night in Apr 2025