8/10 Good
dave, Playa Vista
Traveled with family and small children
Feb 26, 2025
Liked: Property conditions & facilities
My family and I booked a family room for four through Expedia. Upon arrival, we found the room only had space for three. The receptionist said our reservation listed only two guests, but my booking clearly stated the room accommodated four.
When I called back, I was put in touch with the manager, whose response was unprofessional. Rather than resolving the issue, she was confrontational and dismissive. I explained that, while we mistakenly didn’t enter four guests, the Expedia price was the same. She refused to listen and instead gave a patronizing explanation of the hotel industry. When I mentioned my extensive travel experience, she cut me off, saying, “You’re not going to get anywhere with this discussion. Keep the room as is or pay for a new one.”
Frustrated, we made do with what we had.
At checkout, another receptionist said we were being charged for two extra guests. I explained that the price was the same on Expedia whether booking for two adults or for two adults and two children. Unlike her supervisor, she took the time to verify this and confirmed I was right. She was professional, solution-oriented, and apologetic but said her supervisor had insisted on the charge. In the end, I paid for one extra guest to move on, largely because of her professionalism.
If not for her, my review would have been worse. She showed true leadership and should be considered for a managerial role. Otherwise, the hotel and staff were wonderful.
dave
Stayed 2 nights in Feb 2025