DoubleTree by Hilton Hotel LAX - El Segundo — Hotel in El Segundo

The shower water didn’t run hot, the handle to the shower knob was broken, but the worst part is the service. They gave this idgaf vibe and are rude and put words in my mouth. And this is my 6th business trip of the year. Not to say I travel a lot and stay at hotels beyond these trips. This is my first time to write a review on a hotel cuz it’s outrageous.

A couple details: when I asked for potential refund for the coming 2 nights cuz the water didn’t run hot, the front desk staff said we can get you cancelled tmr morning, without saying whether there will be refund or not. After I followed up with the question, she said there won’t be refund (then why did you “offer” to get me cancelled? Why so passive aggressive without the additional info?) and she almost sounded apathetic and snipey. There was no friendliness or customer service in any good spirit here.

they sent a staff in to try to fix the water but said it will take 30 min. As I was in the bath towel trying to run the water for 10 min already, I asked to shower first even when the water wasn’t warm enough, then they can come back. But the maintenance staff recommended they can come over tmr morning. I said yes, cuz I wanted to go to bed at this hour too coming from the east coast. When I called the front desk again to ask if this problem doesn’t get fixed tmr morning, if I will get my refunds for the coming 2 nights, the manager (mind you, even the manager talked like this) rephrased the whole thing as me declining to have them fix the problem earlier and requesting to have them come tmr morning! They used the word “declined” while it was their staff’s suggestion. Not to say timing wise, yes I don’t want my quiet night to be disturbed by the maintenance (it’s freakin 10pm and they just started the fix). That is not my responsibility as a customer. even if they do come tmr morning trying to fix it and can’t fix it, I should still have been able to get some sort of solution that is not this passive aggressive, rude, money-eating attitude. Either refund, or give me another room where the water runs hot. This is so unacceptable.

no blackout blinds.

shampoo and body wash bottles were empty and I couldn’t squeeze anything out.

even earlier: they wanna make sure you know that your food delivery is beyond their responsibility (so if it’s stolen, or mis-delivered, none of their business).

But the major problem is the service. The service is so cold and bad. I will have to tell my coworkers not to come here...

The security and reception are not doing their jobs properly. As hotel staff, they should be the ones solving a problem, not me as a guest having to resolve it myself.

The man in the next room was playing music very loudly. This had been going on since the night, and it became even more bothersome when I woke up in the morning due to the music. I called the reception, gave them the room number, and asked them to warn him. I waited for a bit, but since there was no change in the volume, I went down to reception and asked if someone could physically go and warn him. They called security and said, 'Go to the 4th floor, and if you hear loud noise, warn them.' There is a connecting door between the rooms, so the music is three times louder from inside the room than it is in the corridor. I had already made this complaint, so it was frustrating that reception told security to 'warn him if you hear it' instead of just asking them to directly address the issue. When security came to my floor, I explained the situation to him. He knocked on the door, but when no one answered, he left. Later, I went and knocked on the door three or four times myself, and they finally opened it. I explained that I couldn’t sleep, and the gentleman was very polite, saying he would keep it down, and he did lower the volume.

But the problem is that the person in the next room might not have been polite or reasonable, and I shouldn’t have been forced to deal with the issue face to face. The hotel staff should have taken my complaint seriously and made sure the issue was resolved. The logic of 'we called once and they didn’t answer, security knocked once and no one opened, so there’s nothing else to do' is unacceptable. The reception should have stayed in contact with security and ensured that the problem was solved, or if it couldn’t be, they should have called our room and informed us, offering to move us if necessary. Instead, they chose to ignore it and did not follow up.

In short, security left without properly addressing the issue, even though if he had been persistent, the door would have been opened. He didn’t care. The reception also didn’t follow up on the situation and didn’t offer us any solutions.

Overall, the lack of attention from both security and reception was...

We had the worst experience ever at checking into your motel. The lady that checked us in Wendy was extremely rude didn't offer us your renowned cookies and said that I didn't have breakfast included and asked to see my email. Which I then had to search through and find to show her. She didn't apologise. And when I gave her my credit card she said it didn't work yet it did have sufficient funds in it. And I had to use another one.

When we finally got to our room the key cards didn't work and we couldn't get into our room so I had to go down to the front desk to get them activated.

When I went back up to our room the room smelt of strong diesel fuel which was coming from a generator down outside on the ground. And the room also did not have city views which I also paid extra for on bookings.com for. So I was not impressed at all that I had to go down to the lobby again.

When I got back down into the lobby Wendy was rather rude and was arguing with me telling me that is the room with city views and I can assure you it isn't room 420 she said I can give you another room and if you don't like it and can cancel your room and you can go elsewhere. Who would do that.

So I went back up to room 420 where my husband had been waiting for me with our luggage and the cleaner was very apologetic with the smell in the room and reported the problem with the exhaust fumes from the generator below.

My husband and I was so annoyed with the attitude of the staff member at check in with how she spoke to us and treated us that we just didn't want to stay there at all a very unpleasant experience.

The manager did try and solve the issue but the damage had already been done. As we were very upset at this time. So she said she would cancel our booking for us.

That night I logged onto my both bank accounts to make sure of charges being taken off of our card. And seen that my first card that I used had a pending amount for the whole amount so it had working and my second card I used had a withdrawal for the full amount not a pending amount. So what did Wendy do at check in???

After this very bad experience we are turned off of ever staying at and Double Tree by Hilton ever again. We have been treated 100% better at motels that are a 1/4...