Hilton Los Angeles Culver City — Hotel in Culver City

EDIT: The M Abou, director of rooms who replied to this review (even though I said not to unless the issue is going to be corrected) did not answer my calls, nor did he call me back to return my message.

I would give 0 stars if I could. This was the worst customer service I have ever experienced. I was told that I could check in after midnight for my reservation by three employees; two over the phone and one via the Hilton app through the "message the hotel" feature. I obviously contacted these employees several times to ensure I would not experience issues at check in, but I experience several issues not only at arrival, but throughout my entire stay.

The front desk night supervisor, and night assistant supervisor both made us buy another night just to check in early, despite three employees saying this way okay to check in after midnight. I showed the managers the screenshot of the conversation saying I could check in early, and they said "it doesn't count" because the employee doesn't know what they're talking about. The manager made it clear he was going to punish that employee.

I told the manager that I used to work for Hilton years ago, and that checking in after midnight was no issue. He happily asked, "Oh what location do you work for?" thinking that I still worked for Hilton (he clearly wanted to try to revoke my employee privelages). But, like the entire conversation, he wasn't listening and after explaining three times that I no longer worked for Hilton. He then said, "so if you have worked for Hilton, you understand that youre trying to go around the system, does that make sense in your head?" I told him again at my location, this was no issue, and explained for the fifth time that three employees said it was okay to check in at this time.

After finally being checked in and paying double price for a room, I found a bug IN OUR BED! (some sort of roach) I told the managers this, and they did not believe me, and even said, "Oh. I've never seen a bug before". They indirectly accused me of planting the bug, smashed guts and all on the bottom of my shoe. The night manager took my shoe from me and threw the bug away (probably to dispose of the evidence). Not sure how that could be planted, but okay... So, they didn't believe us, and then refused to compensate us and shooed us away and had security escort us to our new room (that we thankfully didnt find a bug in), but I am sure he intentionally placed us by the elevator. I have never been so blatantly ripped off, disregarded, and disrespected, especially by a company that I used to love and work for.

Lastly, nobody here knows what's going on. Moments when the staff didnt have a clue what was going on: We called and asked if there was a shuttle and free breakfast available, we were told yes. NONE of those things are available. They told us they did not have blow dyers, and they do. The staff is clueless. Despite us having the "Do not disturb" sign on, room keeping was trying to get into our room multiple times a day, and we had to shout to go away. An employee even wrongly tried to deliver a table to our room. We had to tell him several times that we did not order the table. Zero regard for privacy. This hotel is AWFUL. Do NOT stay here, you will be ripped off, not listened to, and disrespected.

I will not be staying in any facility owned by Hilton ever again, as my loyalty to Hilton has been completely destroyed. I will be sure to tell my friends, family, and coworkers about this experience. I do not wish to be considered tacted about this review unless Hilton is willing to correct this issue. So...

Hilton Culver City (smaller)

I do not recommend this hotel. Stayed at the Hilton Culver City from May 22-27 for the first of many business trips to LA and I will not be returning here nor will I recommend this hotel to my co-workers. I’ll likely advise them against it or remove it from any lists for suggested places to stay.

Let’s start with the good. The building itself is beautiful, the gym is OK, the bar bartenders were friendly, the bar food was nothing to rave about but was good.

Now the bad. The biggest problem with this location is the poor hospitality and competency of its front desk, staff, and management. Here are the specifics:

Forgetting room cleaning/housekeeping, twice: Upon arrival, I was told that housekeeping is only provided upon request. Noted. I requested house keeping after my first night by calling the front desk from my room around 7am. I came back around 930pm to see the room exactly how I left it. The next morning, I went to the front desk around 730am in person before leaving the hotel and requested that they please service the room that day. I came back to the room around 11pm that night and the room as again exactly how I left it. I made pretty frustrated call to the front desk and asked for soap and towels to be delivered to the room. I waited 15 minutes and still no one showed up. I eventually cancelled the request. Day 3 comes, I again walk to the desk and made a request for housekeeping to service the room. Fortunately my room was serviced after the 3rd night of my stay (I had a 5 night stay).

Rude room service staff: a simple question like “can you remind me of the room number” gets a response of “it’s written on the receipt.” That kind of rudeness is not what I pay for.

Being a Hilton Honors member means nothing here: No proactive or reactive options to upgrade the room, no late checkout, no upgraded wifi, nothing that improves the experience besides a bottle of water is offered. When asking for a late checkout around 9am, I had to beg for at least a half hour of extra time (11:30) for checkout, which I received.

Zero help with a lost item: 15 minutes after leaving the hotel at 11:30am, I realized that I left my ray ban shades along with the case in my room. I was close enough to to the hotel to turn back, so I called the front desk to inform them and also mentioned that housekeeping was entering my room when I left, so they should be able to look quickly. I was asked for my cell phone #, told that someone will be sent up right away, and that I will get a call back. 2 hours later an no call-back, I called the hotel and re-explained my story. I was told that the front desk will contact the housekeeping manager (Cecilia?). 1 hour later an no word, I called back and spoke to the same person. Frustrated with the front desk, I asked how they get in contact with housekeeping and I was told they call the manager. I asked that they speak with her or one of her staff in person since my flight was coming up soon. I was told all they can do is call. I asked for the direct # to Cecilia so that I just call her directly. The person I was speaking with did not want to share this number but eventually shared it reluctantly. I called and left Cecilia a voicemail. I called back 30 min later and left another voicemail, and then called one more 1 hour later before my flight. No answer. I did t leave a voicemail that time. It’s been 4 days since I left and still no returned call.

Hilton Culver City you are losing business because of people having experiences like this. Side note, can I please get a call back for help with...

I recently stayed at Hilton Culver City for seven nights, booking through the Hilton website using the "Park and Stay" option, which should have included parking. Unfortunately, my experience was far from smooth, and I will not be staying at a Hilton property again.

Upon arrival, I was immediately informed that I needed to pay an additional $49 per night for valet parking. I spoke to three different valet staff members—two outside and one inside near the entrance left—and none of them had any idea what "Park and Stay" was, despite me booking it directly through Hilton’s website. Frustrated, I handed over my keys and proceeded to check-in. The woman at the front desk, the fourth person I spoke with, confirmed that "Park and Stay" did indeed include parking. Since self-parking was not an option according to the valet staff, this wasn’t an add-on—it should have been included. After finally checking in, I felt a sigh of relief.

However, on the last day, I received my invoice via email and saw that I had been charged an extra $49 per night for valet parking. Once again, I had to go downstairs to the front desk for an explanation. The staff member acknowledged the mistake and corrected it on the spot, but the whole ordeal was unnecessarily frustrating. The valet staff also gave me strange looks when I explained "Park and Stay," as if they had never heard of it. Hilton, a word of advice: train all your staff, including valet personnel, about available booking options.

Beyond the parking issue, the stay itself was disappointing for the price paid ($1,904 for seven nights, excluding the extra valet fee). Here’s why:

Unresponsive AC: The air conditioning unit had three fan modes, but it didn’t listen to any settings i put in. In reality, the only two working settings were full blast or off. Even when selecting the lowest fan speed, it remained unbearably loud (full blast), making sleep difficult. At times, it wouldn’t respond at all, requiring a full reset just to get it working again.

Room Condition: The bathroom door frame was visibly damaged and not straight at the bottom. For $272 per night, I expect better maintenance.

Mold in the Shower: There were visible traces of mold on the shower walls. Again, this is unacceptable for a hotel in this price range.

Dirty Sheets: Twice during our stay, we were given bed sheets with blood stains on them. Housekeeping changed them in front of us but showed no concern whatsoever.

Ventilation Issues: The bathroom’s ventilation system didn’t work at all, there was no airflow, which likely contributed to the mold problem.

Basic Gym: The gym was poorly equipped and felt more like an afterthought.

Overall, my stay at Hilton Culver City was a disaster. The disorganization around "Park and Stay," the poorly maintained room, and the general lack of cleanliness made for an unpleasant experience. This will be my last stay at a Hilton property.

And before Hilton tries to come back with the usual 'You should’ve let us know during your stay'—let me set the record straight: I was on vacation, not wasting my time fixing your mistakes. I already spent enough of my precious time dealing with your parking disaster. The last thing I wanted was to chase down hotel staff to correct problems that should’ve never happened in the first place. It’s common sense, Hilton. When I book a hotel, I expect a room that works, clean sheets, and AC that doesn’t sound like a jet engine all night. If you can’t even get the basics right, you don’t deserve to be...