The Beverly Hilton — Hotel in Beverly Hills

We had high hopes for this hotel. Being Hilton Honors members we expected a certain level of standard as we have stayed at many Hilton’s all over the world and always receive excellent service. When we went to check in to our room the lady at the desk said we couldn’t have the room we booked as it was an accessible room and needed proof of a disability. We were extremely confused as the paper work we had stated that we were booked into a deluxe room. She said we couldn’t have the accessible room as we didn’t have a disability, understandable, but then said the only other option we had was to pay an extra $20 per night for a room with two king beds and a balcony. We said this would be fine and asked for a copy of the revised booking so that we could take it back to our travel agent to refund the difference. She then said that we couldn’t have this as we were choosing to upgrade! Even though she had literally just told us that was our only other option, so we were in fact upgrading by force and not by choice. She then became extremely patronising and her attitude towards us was disgustingly rude. My husband complained to a manager named Marther, who apologised for our experience and gave us a complimentary upgrade. Which was very kind of her. The room was lovely and clean and had a lovely view. Unfortunately our first nights sleep was disrupted at 1.30am by the blood curdling screams of a lady in the room next door. The sound was very disturbing and my young daughter was very distressed by this. I called downstairs and asked them to send up security, nobody came for 15 minutes! The 3rd night we were disturbed again around 3am by a very loud banging at our door. When we left our room the next morning there was rubbish all up the corridor and half eaten apples on the floor. It appears some of the guests here behave like animals. Understandably, this is not a fault of the hotel. It’s just a great shame that people don’t seem to know how to conduct themselves. With regards to breakfast, we had this included in our room rate, we were told that we had $100 per day to spend on either the buffet or the food on the menu. We were then told half way through our stay that we could only choose from the buffet. Again very confusing why this changed half way through! On our last night we decided to eat at the roof top restaurant on the 8th floor, which the hotel staff recommended & raved about, I personally didn’t think it was anything special, the decor was cheap looking and the food was majorly overpriced for what it was. On check out we were issued with a bill for over $650! Which we were very surprised by. We had been charged every day for our inclusive breakfast and also for the “complimentary” upgrade that the manager had given us. The check out clerk revised the bill for us and apologised for the mistake. This isn’t the kind of service we expect from a Hilton and left us disappointed with the continuous lack of inconsistencies. Having said that we throughly enjoyed the pool area & the staff were very pleasant. The porter staff member Craig is an asset to the hotel, he was very friendly and gave us lots of information on the area. We are very glad to...

Our recent stay at the Beverly Hills Hilton Hotel left us profoundly disappointed. As loyal guests who have visited this hotel approximately 4-5 times in the past, our expectations were far from met.

During our first visit, although not ideal, we encountered an unsettling situation when we discovered a small dog's excrement on our room's balcony. While we understand that accidents can happen, it was disconcerting that this incident occurred within the confines of our room and went unnoticed by the housekeeping team. Despite this setback, we chose to overlook it.

However, our most recent stay proved to be a significant letdown. We checked in for a single night to celebrate my partner's birthday during a road trip. After a day of surfing in Malibu, we were looking forward to a relaxing evening with a hot shower and dinner. Little did we anticipate the ordeal that awaited us. The room was infested with fleas. Initially, we considered the possibility of insect bites from the beach, but when we saw numerous tiny black dots jumping onto us, we realized that the issue was far more severe.

Our room, a cabana room overlooking the pool, had a concentrated infestation between the room's desk and the sliding door facing the pool. We promptly called the front desk to inquire whether the previous guests had a pet in the room, raising concerns about fleas. We had hoped for immediate intervention by a manager to resolve the situation and present various solutions. Unfortunately, this was not the case, as a bellman was dispatched to assist us in transitioning to another room.

The first alternative room we were provided had an unusual odor and lacked the view and pool chairs that our original room had. We expressed our dissatisfaction to the hotel staff, emphasizing our need to speak with a manager. Regrettably, we were left waiting for over 15 minutes before a "manager" contacted us via phone call, and the same bellman was dispatched once again to show us yet another room. It was only the bellman who displayed genuine concern and professionalism.

At this point, I was deeply frustrated by the lack of engagement from the hotel's management. Notably, no member of the management team took the time to visit us personally and ensure our comfort and satisfaction. Our inconvenience was further compounded by the fact that we had to forfeit a reservation that had been made months in advance. To our disappointment, we were not presented with even a simple gesture of goodwill or an apology amenity card, and we received no acknowledgment of the inconvenience we had endured. Importantly, even during check-out, there was no attention from the management regarding the quality of our stay.

As a former hospitality professional and a Hilton Diamond member, I am acutely aware of the significance of hotels providing excellent customer service and ensuring the comfort of their guests throughout their stay. In this regard, the Beverly Hills Hilton Hotel, during our recent visit, failed to meet even the most basic expectations for delivering an enjoyable and...

We stayed at The Beverly Hilton for five days, booking through Booking.com. Overall, our experience was mixed — with both highlights and disappointments.||First, the positive:|The staff were outstanding — consistently friendly, helpful, and hardworking. From housekeeping to the concierge, everyone treated us with kindness and professionalism.||However, several issues significantly impacted our stay:||1. Pool was closed — no prior notice:|One of the main reasons we chose this hotel was the pool, as our plan was to do sightseeing in the mornings and relax poolside in the afternoons. Unfortunately, the pool was closed for the entire stay, and we were not informed in advance. This was a major letdown.||2. Surrounded by construction:|The hotel is currently surrounded by a massive construction site, which created considerable noise and dust. Drilling started as early as 8:00 AM, making it impossible to enjoy any rest in the mornings.||3. Poor communication about compensation:|After contacting Booking.com, we were informed that the hotel had agreed to compensate us with one free night due to the pool closure and construction. However, at checkout, this wasn’t reflected in the system. The front desk agent responded with a rather dismissive smile, which made the situation feel uncomfortable — as if we were trying to get something we didn’t deserve. Since the message from Booking was in German, I couldn’t even show it to her directly. It felt unnecessarily awkward, especially considering we were staying five nights at a well-known hotel in Beverly Hills. Thankfully, Booking.com followed up and ensured we were refunded for that night.||4. Disappointing rooftop bar:|The rooftop bar is underwhelming — no real view, no atmosphere, very basic. We strongly recommend skipping it and heading next door to the Waldorf Astoria, which offers a beautiful rooftop setting with great design and spectacular views.||5. Room not available as booked:|Upon arrival, the room we had reserved wasn’t available. Our children ended up sleeping on a pull-out sofa instead of the proper extra bed we had booked. As compensation, we were given an upgrade and complimentary breakfast, which we appreciated — but this had nothing to do with the pool closure or construction. At checkout, this was incorrectly used as a justification that “we had already been compensated,” which wasn’t accurate or appropriate.||In summary:|This is a historic hotel with great staff, but currently not a peaceful or relaxing destination. If you’re planning to enjoy the pool or hoping for a quiet stay, be sure to check on the current construction situation and pool availability before booking. Transparent communication is essential — and unfortunately, that’s where the...