Aloft El Segundo - Los Angeles Airport — Hotel in El Segundo

Dear Aloft (& Marriott) Team I'm writing this review with the deep belief that Marriott is a great and historical Hospitality Brand, and I'm honestly disappointed about my experience at Alof El Secundo. I will try to keep my review as constructive as possible, rather than emotional. As Hospitality professional and Hotel guest, I'm simply providing my most sincere advice, hoping that the overall quality of your service will improve soon. Let's start from the beginning: (Checkin 10/23 Checkout 10/26) Upon arrival at LAX Airport I called the hotel but the Phone System was not working, redirecting me always to the same welcome message. Therefore It was impossible for me to get any info about your Shuttle departure location/time. In the end I had to ride a Taxi at my own expenses. (Plese also note: on your website there isn't any detailed info about the departure locations/time from LAX Airport to the hotel).

F.O. (Front Office) Team young and inexperienced, I had 2 consecutive reservations (one made by my Company on e made by me, through Expedia). I mentioned several times to your FO about my reservation, to ensure keeping the same room. All FO staff gave me always the same answer: please check directly wirh the FO when your first reservation ends. I did so and on Oct 25 before going to work I requested to keep the same room for the last night. However when I came back pretty late after work, my room was locked and I had to go through checkin again and wait the FO staff to come.

Breakfast Staff: During my three days of stay the girl at the breakfast counter was never greeting any guests with a "Good Morning" or welcome. She was just leaning on the counter apparently busy chatting with her friends. The only things she "muttered" (with extreme indifference) was: " you can eat this, this .. and the coffee is there" - Orrible! Orrible! Welcome for a Marriott Branded Property!!!

Finally on my departure day. Shuttle Bus Driver.. A man of a proverbial rudness! He not only neglected any form of greeting, but with very bad attitude yelled: "bags in the back!" (referring to the bus). After he loaded the luggage he rudely asked: "what airline?", at my answer he just left to climb on the bus. Finally at my arrival at terminal 7, he gave me the luggage clearly expecting a tip (which he absolutely did not deserved) and started to complain in his native language which I understand clearly, about me not giving him a tip.

Once again, please consider this review as a sincere advice to Marriott and Aloft aiming only to improve the quality of your guest service. I understand Aloft is a Young Brand with an Agile Configuration, but certain basic rules of hospitality should never be neglected, especially when a Brand as Marriott is on the line. I rated 5 because the Propery is honeslty nice and clean with a good vibe, (Housekeeping lady on 6th floor super nice she greeted me every morning for 3 days in row). However I sincerely invite you to rethink about your FO training procedures and overlall service quality...

** Update to my previous post, Do NOT book at this hotel. By far the worst experience I've ever had. The rooms were quiet and the housekeeping was amazing, but besides that I'll never book here again. The front desk staff was rude pretty much anytime I had to call or ask a question. I asked about checking in early to my room around 10:30 am and was told by someone name Paulina that early check in was based on whether or not housekeeping cleans the room early or not. She stated if the room did become available the app would notify me. I waited in my car for about 1.5 hours before I went back into the lobby to ask about a bathroom and a charging station. While I was waiting for my phone to charge I noticed several guest coming into the hotel to check in and getting their rooms early. I then go back to the desk to ask if there was a reason why they were able to check in early and I had to continue to wait. At this time I am advised that I should have been instruction to fill out my name on a clipboard so that they were aware I wanted to check in early smh. I had already been charged the full 608 as well as an additional 201.95 (which I was advised over the phone by someone named Therea I think, was the guarantee first night/ deposit hold). For the next three days more 201.95 charges appeared on my account. I called asking how much the deposit should be for, I asked if it was normal for them to charge me the full amount and continue to bill me daily. In the past I've paid the room in full and there was only ONE charge that was held for additional fees I might acquire. No one was able to tell me how their process should work. I receive my final invoice for checkout and its also wrong. Shows I was billed for 3 days but the total only adding up to 400 and something. I speak to Monica Monday (memorial day) and was told my charges over the phone which did not match the invoice I was emailed or the charges that left my account. She told me accounting would be the best people to speak with but they would not be back until tomorrow. We were on the phone for over 1.5 hours, I sent copies of my bank transactions as well as the invoice the hotel sent me. I was told I would receive a call Tuesday around 1PM PST which is 3PM my time. I waited all day the call never came. Meanwhile my account is now in the negative smh. I call on Wednesday asking to speak with Monica to get an update and am advised she is in a meeting for the next hour but that someone would call me shortly. NO ONE EVER CALLED! I spent way to much time on the phone with this staff for no one to be courteous enough to return any of the calls or to give adequate information. This was by far the worst experience I've had and after speaking with family and friends they also advised that use this hotel once and also swore to never use it again because of their...

Do Not Book A Hotel Block Here!

I swear I’m not a Karen. I never leave bad reviews but this hotel made me cry on my wedding day so I’m not holding back.

Summarize: Unorganized, Sewage Smells, not fulfilling reservations booked 8 months in advanced, pricey parking, possible homophobia.

I booked my wedding block here and it was the most stressful part of planning my whole wedding. I had booked the block 8 months before the wedding along with our king suite. 4 months before the wedding I started getting phone calls from family and friends that when they tried to book and were told there was no block of discounted rate. When I contacted them they told me they had no record of the block. I had the contract that they had sent to me but they told me because they didn’t have record of it they would have to write a new contract. What I didn’t know is that they tried to Jack up the price per room and the percentage we needed to fill without as so much as mentioning it.

Fast forward to a week before the wedding. I get an email saying I need to pay for all the rooms that were not filled. However, multiple guests were staying there who didn’t book under the block do to confusion in the beginning. One of my guests was told by the front desk WE would be paying for the room. Another guest had a room that filled with sewage smell!!

Then comes our room for OUR WEDDING THAT WE BOOKED 8 MONTHS IN ADVANCED! When we checked in we were told they RAN OUT of vacancy for king suites so we had to be put in a different room it was in the basement. They only gave us a 10% discount for this after I pushed.

Parking: We payed 30 dollars for a parking pass but the lot still charged us 5 dollars every time we left! One time we came back to the hotel and then 5 minutes later we decided we wanted to go get food and we had to pay another 5 dollars.

Lastly, I want to preference this with this could have be a coincidence or I’m sensitive to micro aggressions but I feel like it’s important to mention if LGBTQ+ are curious about the level of acceptance we felt here. When we first booked our hotel they kept trying to ask me for the grooms name and I would have to remind them that there are 2 brides. When checking in they thought we were on a “girls trip” and the room they replaced our wedding suite with had two beds…

In conclusion I have worked in the hospitality industry and have never experienced such incompetency and shady behavior in my life.

Never...