Hilton Garden Inn Los Angeles Marina Del Rey — Attraction in Marina del Rey

Upon check-in I inquired if our room had a loft as was advertised when reserving. This was the reason we chose the property as our kids thought it would be unique. The employee behind the counter said "I have no idea. This isn't my normal property". No effort was made to find an answer. She just said, this is your room here and circled a spot on the map.

Then, parking....yes, I suppose I should have read the very hard to find fine print that vehicle height max allowance is 5' 10". There is absolutely no exterior parking at this location. None. The garage is under the property and if you have a larger SUV (think 7 passenger you might frequently find rented for families on vacation) you WILL NOT fit in their parking. When I went back inside to ask about how/where to park the employee again reflected on her complete lack of knowledge of the property. Another employee then showed up who seemed puzzled and acted as if this had never happened before. She said "there's a public lot next door. I guess you could park there". So, for anyone with a larger vehicle, yes there is a public lot, nearly empty right next door to the property. It's $7 a day. The hotel charges $18. The downside is there is zero ability to get close to you room. All the room ps open into a central courtyard, very maze like and you can get into it via stairs from underground parking (not an option for us) or the main entrance. So we lugged our three suitcases through the lobby, down the hall, out the door, around the building and into our room.

After reading other reviews regarding the parking, I realize this is not the first time anyone has encountered the max height problem. They should do a better job educating their employees about how to handle this situation since underground parking is the ONLY option at this property. Instead of saying "I don't know (shrug), etc" perhaps saying "why don't you unload your bags here and we will keep an eye on them while you park the car in the lot next door." Etc. customer service would have made this initial impression of the property a much more favorable one.

After all this, they still charged me for parking and I had to have it removed from the bill upon checkout.

Their is a much larger and nicer Marriott down the street a block that might be a better option if you value customer service or parking your car close to...

On Friday I addressed the lack of incompetence of the staff and an overall lack of leadership with Hilton; I have received three different management replies from different managers. Which made it clear that none of them know what’s going on.

I wrote: Hilton no longer pays any notice to your status as a Diamond member or to room preference. No recognition when checking in, no perks offered as a Diamond member. No mention that your digital key will not work in elevators. And the walls are very thin. Had to ask the front desk to ask the room next to me to turn down their TV volume. Very disappointed!

“No mention that your digital key will not work in elevators”. I had to go back to the front desk. So no contactless check-in.” My preference for rooms is a room close to the elevator and on the highest floor. So trying to figure out how to work the elevators I was told that it was not the elevator I needed to use, and that my room was somewhere outside in a bungalow with stairs. And it was raining.

Beware of Hilton and especially Hilton Garden. About two months ago I was at the Hilton Garden at the airport in Nairobi Kenya. Everything started bad. Had called and asked to book the shuttle three days in advance, and they said that they had all of my flight information and would be there. No one was there from Hilton Garden and I called three times, two of the of the times no one picked up at all. Finely got through and they said oh yes someone’s coming. So after 45 minutes of waiting I had to take a cab for a 5 minute ride which cost me $30 dollars US and they never reimburse me for that too. Never happened. Nothing like being left out in the wind in a third world country. Food was mediocre and the coffee undrinkable. And then at checking out I came to find out that they double billed me ! They said that they would make everything right and comp me for part of my stay. And that never happened. And took an other week to get my fund’s returned.

As I said Beware of Hilton! Don’t waste your time or money. The Crowne Plaza and Intercontinental are so...

As a Hilton Diamond member, I stay at multiple properties around the country and have grown accustomed to a certain level of "welcomeness" at Hilton's as my loyalty has been with them for many years. My stay here was a little frustrating to say the least as we weren't welcomed as a loyal guest, the front desk staff was overall inconsiderate and rude and our room didn't match my profile's preferences at all (this may sound entitled but again, I'm a Diamond member for a reason as I exclusively stay at Hilton hotels and there's no point being loyal to a brand if they don't end up taking care of you). After arriving to our room I promptly called the front desk as I was completely unsatisfied with the room and requested that we be moved to a different room (Hilton Garden Inn offers a 100% satisfaction guarantee). It was a little after 2:00pm and I was told they were at full capacity and no other rooms were available. I found this hard to believe as their website still had availability plus they had rooms featured on the "Hotels Tonight" app which offers last minute deals for hotels with vacancies. Again, another frustrating encounter with the front desk staff so we ended up calling Hilton to complain about the way we were being treated and requested that something be done to make things right. After spending 20 minutes on the phone with Hilton, we received a call from the front desk supervisor apologizing for the frustration we've encountered and wanted to move us to a room on a higher floor far away from the elevator. I had mixed emotions, as I was told earlier that no others rooms were available but was glad that someone at this hotel was making an effort to make things right...just wish it didn't take me calling to complain about the way we were treated. The room turned out to be fine and the manager repeatedly apologized although we still were left with a bad taste in our mouths. On top of it all, the wifi signal was...