DoubleTree by Hilton Hotel Los Angeles - Commerce — Hotel in Commerce

So our stay here was not one I would like to repeat, and the hotel is not one that I would recommend to anyone. This is going to be a long detailed review, and I honestly hope it helps you make a decision.

My girlfriend and I booked a one night stay for my birthday. We requested a king bed at the original booking. When we checked in digitally, there was no option to choose what sort of bed we would get despite our original booking being for a king.

For those of you who are familiar with digital check-in, this is pretty strange. We usually stay at a hotel at least once a month to get away from things and we've never had this happen before.

When we arrive to the hotel, we find two double beds instead of a king (Keep in mind, i'm 193 cm or ~ 6 foot 4. My girlfriend calls down to reception while I go to the bathroom, I come back out of the bathroom and she's upset. The hotel staff insisted that she choose the two doubles when she CLEARLY explained to them she did not. They didn't offer up any consolation or apology at that point and she felt pretty disrespected. Not because of the fact we had two doubles, accidents DO happen. She was upset because of the way they spoke to her.

So we go downstairs together to speak to the front desk people in person. Now I'm explaining what happened, and now I'm witnessing this sort of apathetic "Well you messed up and I can't do anything about it" attitude. I explained to her the anomaly with the digital check-in, but she didn't even try and gather anymore information about it. No: "Really? That's strange. What did it say? Did it give you any error messages? Was there anything else off about the digital check in compared to other times you have used it?" She just disregarded the information.

If there's a problem that could effect other guests, wouldn't you want to resolve it? Not brush it off? Red flag.

She looks through the computer and tells us the hotel is overbooked. (Again, leading to call into question the integrity of the computer system they are using to manage reservations here.) How does a hotel get overbooked (more guests than rooms)? There are a fixed quantity of rooms. It's not as if the number of rooms fluctuates overnight. How can you reserve more rooms than you have? Doesn't make any sense.

Disinterested, she says she could switch us to a full size bed. I said no because throughout the exchange, it was clear she wasn't vested in actually solving the issue. I had plans to take the mattresses off the beds, stick them together on the floor so we could have a bed to sleep in together.

At the end, she offered a half-hearted 'sorry' and that was IT. No offer to try and console the situation. "Hey, maybe we could give you free room service for the night. Hey, we have a bar, do you like to drink? We could get you some on the house. Hey, we're genuinely sorry about this, here's another free night stay as an apology. Hopefully we can make it better next time!"

THIS is why I give this a 1 star review. This "I don't really care" attitude isn't professional. Failing to offer anything as a remedy is a spectacular failure in my eyes.

I definitely would not recommend...

Came to the hotel at around 8:30 pm and tired of driving for almost 2 hours I proceeded to check in. Once I at the reception I was asked by the host checking me in for my ID and method of payment. I told the host that the room was already paid for by my company, so I only have her my ID. After reviewing my reservation, she says to me, yeah, I see your reservation, but it's not paid for. We never got the confirmation back from who ever booked your reservation. I will need a method of payment. It was my manager who booked it, I replied. Yeah, well, she never sent us back the confirmation we sent her, so I will need a method of payment. We will only charge you the 1st night, once we get the confirmation tomorrow we can put the money back to your card. I said to her no, can you please double check because I know my boss submitted everything because I got a confirmation saying the room was paid for. She then again said no, I don't see anything. I said to the host, let me call my boss. She then said ok, can you please step to the side so I can help the next guest. I stepped to the side, I called my boss (can you imagine how embarrising calling your boss at almost 9pm is). Fortunately, she answered and she told me that she did send the authorization, that she in fact sent it twice per the hotel's request and she got confirmation. I guess after hearing my upset boss on the phone about the fact that they lost the confirmation and treating me the way I was treated, another employee comes over and miraculously the confirmation was found. I was asked to ask my boss to confirm the credit card number and expiration date, (which I have never been asked to do before by any other hotel). On the confirmation was my bosse's copy of her credit card and driver's license but she still wanted my boss to confirm, which my boss had to do. She proceeded to check me in and gave me my key to the room. She did apologize, and for my inconvinience, she gave me 2 bottled waters, a cookie, and free WiFi ( I guess this hotel does not give their guests free WiFi acess). I feel like the host should've checked with a manager or another employee before she jumped to conclusions and treated me the way she did. I will never come back to this hotel and will make sure everyone I know or hears my story will never come here as well. Also for $250 a night the room was pretty small, the pillows are not comfortable, the air conditioner was too loud and the cable TV was a joke. Bottom line this hotel is not worth it for...

The worst hotel service ever.

The man who was at the check-in counter on November 6 when we arrived some time before midnight, was not very helpful. We have asked for several items from him and all he could say was a hard NO. First we asked if we could print some of our business documents and he said NO (only to find out in the morning that there is a business center and we could easily use the facility). Then we asked if we could leave some of our items by the concierge as we need to haul them to a van early in the morning to which he said NO. This is the first time a hotel as denied a simple service request such as this even crappier hotels accommodate leaving bags in the concierge if for example your flight is not until after chrcking out. Then I personally asked him if he could give me a receipt of the our stay and he said NO, that a receipt will be issued after checking out. This I understand but he did not even try to understand what the guest needs. I needed to get the room rates. I booked FOUR rooms for 3 nights and I need to report this back to my office. He just flat out said NO to each and every request without so much as a recommendation or even at least try to bw helpful. He could have given us options. But he was very rude and I am not sure why he is in this service industry. The whole check in experience tainted our whole stay because of him.

Then on a separate incident, a colleague of mine had been trying to book a function room while we were there. We brought movie celebrities from the Philippines with us and we needed a function room where we can conduct interviews with the media. The person who was supposed to assist us had been unresponsive in emails even though we sent the request a week prior. When my colleague finally got hold of her on the phone, the person assisting said she can't assist us because she was clocking out - at 4:30 in the afternoon of November 7. She did not offer any other option or solution even though she had been unresponsive and we had given her ample time to do so.

Seriously, these people are horrible in their jobs and should not be working for the service industry. This is the WORST Doubletree hotel we...