Embassy Suites by Hilton Los Angeles International Airport South — Hotel in El Segundo

I've stayed here 8 times in the past 5 years and things have gone so far downhill I won't be returning. This used to be my favorite airport hotel.

At check in, the staff is now all trained to recite a paragraph about how all the rooms are suites so embassy suites doesn't do upgrades. Maybe it's a change this year, and most other hotels still give upgrades -- what's the cost? but it doesn't matter.

Hilton diamond status means nothing. Even the little inconsequential things attached to status --like using the card on file rather than having to dig it out of your wallet-- are not respected here. Why bother spending your time here when there are better Hilton properties? Or switch your allegiance to Marriott -- their high status means more.

The standard rooms here are on the back of the building overlooking a residential area, which means the windows don't open and have a white film so you can't see out. It's a little claustrophobic and a lot stuffy, which is why I ask for the upgrade.

The ice machines can't keep up.

The water filters on the ice machine have been installed for over a year, so again you can see how cheap the management is.

At happy hour there's a strict rule of one drink per person at a time. Fair. But if you order with your partner and your partner grabs food, you can't carry your partner's drink to the table. They have to pick it up off the counter. I assume management is watching the bartenders by camera and probably giving them demerits or something. It seems like a horrible place to work.

Oh, and food is the absolute minimum chips and salsa, occasionally carrots and celery when they're there, and salted popcorn. And you can tell how absolutely cheap the management is: they keep the soda machines off for happy hour. That's bottom-of-the-barrell worst-embassy-suites activity.

The airport shuttle they advertise is sparse and inflexible. It used to be every half hour in the morning and every hour during the slow times, but now it's every 1.25 hours in the late morning? Expect to need an Uber if you stay here unless you're lucky and your schedule lines up. Every other airport area hotel has constantly running shuttles. When I arrive at the airport I see four or five Hilton LAX shuttles go by, one or two embassy suites north, and several for the Sheraton before the embassy suites south shuttle finally shows up on its schedule.

I stayed over Christmas. I declined housekeeping, since I figured it wasn't that important and I'd want the housekeepers to get done early and spend the holidays with their family, but apparently the management failed to secure enough staff so they weren't able to clean all of the rooms and there was a crowd at the front desk complaining.

Additionally, they actually ran out of towels. I've stayed at nice places, I've stayed at holes in the wall, I've stayed at places with bugs, but I've never seen a hotel actually run out of towels. This is next-level mismanagement.

And I've stayed here through the renovations. The old rooms were worn but comfortable. The new rooms are modern but austere. The tv is too high. The stupid remote control fan responds to all the remotes in the area, so the light or fan comes on 2-3 times a night. The front room table doesn't roll, the table is also the desk. Whoever designed this should be fired. And the management that approved it.

And the elevators still aren't done. One is flashing CE and dinging the whole way up or down and none of them work with the digital key. Buttons have broken plastic that feels like it might cut your finger. Light covers are missing. It's been a year since that elevator bank was finished and still it's not done.

And minor things like basic amenities are missing. Sometimes the washer eats a button and you don't realize it until you arrive and hang up your shirts. Every other Hilton I've ever stayed at has been no problem. Ask the front desk for a sewing kit and they have the little paper envelope with a needle and thread and a spare button. Here? Nope. I had to go to Ralph's...

The plugs on the lamps only work when the light switch is on/activated. You can turn the switch on the lamps off so you don’t have them on to still utilize the power.

The service was friendly but we had to ask a couple times for more pillows and had to ask for fresh towels for the pool.

The keycards and digital room key were finicky - at an annoying level. You are supposed to be able to use one or the other right? Well we had to use both because the digital key wouldn’t work on the elevator or parking garage and the key card wouldn’t work on the room!

The pool and hot tub looked dirty. You could tell the sides of the hot tub people like to sit against based on the wear/mildew pattern on it. Did not want to get in at all. The pool was cold even though it was indoor.

The location was convenient for airport access and surprisingly not as loud as I thought it would be given that fact, but you could still hear people yelling or planes taking off bc of the proximity to the Budget rental car parking lot and airport. The access to the parking garage was not easily accessible when driving north down Airport BLVD. You had to do a u-turn or turn left at the traffic light with an immediate left to the front of the hotel, which was the width of two car lanes, to access the entry. Once there were cars blocking the parking entrance it as they were checking into their rooms and another, the entrance to the garage was completely closed, causing us to get back on main Airport Blvd briefly, only to get back off again. Not our favorite way to access the hotel.

The breakfast was not impressive. They had a made-to-order egg omelet station which was so delayed, we were able to get our food and eat it before the line moved for people ordering omelets. Legit so people standing there at least an hour. Little selection of options for bread, no pancakes or waffles (which are a favorite).

There were complementary alcoholic beverages offered for each night of our stay but they were only offered for a short, inconvenient time- 5:00 to 7:00 pm, and since we were there to do things around town and attend the NFL game, we didn’t get to take advantage of this perk but one day.

Beds were comfortable enough. It was nice having a little balcony. We had a king suite that slept 4. You enter to the living area where the pullout couch bed was then thru a tight hall that provided an extra sink and mirror- convenient when you have 3-4 people getting ready for bed or morning but not convenient for bathroom access. The king bed was in a room after the kitchenette area. While there was a door for privacy, it didn’t have a lock on it and the only bathroom access was thru the king bedroom. This made having some privacy that much more limited.

The bedroom was pretty spacious though, and the bed was...

took 650.00 off my card and took 650.00 off my neice card.. The next day which was the 17th my card ending in 5088 was charged another 334.00 without my knowledge. My card was charged serval times by Anthony the manger at the hotel. After i spoke to Mr. Anthony on the phone I told him how unhappy I was and how I didn't authorized none of those charges. Upon checking my balance on my bank card in front of Mr. Anthony. I said you left me with 53.00 to my name and I had my 10 year old daughter with me. And we from out of town. We were there on business. My daughter had a fashion show in LA. To come all the way from Raleigh NC to LA with my 10 year old daughter my trip was horrible. Anthony laughed in my face and said there is nothing I can do. I stood there in front of everyone there crying and pissed off. I was overwhelmed my card was over charged a total of 1795.00 . I had to pay an additional 334.00 upon checking out. I have been waiting to get my refund of 974.21. That I have not received yet.. My stay we were cold the whole time we were there. We couldn't turn on the heat on at all. They brought us small heaters that kept going out on us.. I asked for an extra blanket because it was just that cold in our room 572. I was there for 6 days freezing with my daughter sister and neice.. Every body body temperature is not the same and we should be able to turn the heat on in our room 572' but that's not what happened we couldn't turn no heat on in our room. Than to have your manger to laugh in my face and said there's nothing I could do.. That's alot.. Than to have my name taken off of the 3 rooms I made the reservation for. Nobody name was never supposed to have been on my reservation only as someone staying in one of the rooms that was reserved for her. My name was taken off my own reservation upon check in. By your employee that checked Amber Bender in. Nothing should have been placed in some one else name!!! Only My name who made all 3 Reservations for us.. My whole trip was horrible. My money was taken. My reservation was taken out my name. I was disrespected by your employees. But the one good manger you have is the young lady by the name of Larissa Naranjo Guest Services Manager Embassy Suites. I pray my email reach the owner of the Embassy Suites by Hilton Los Angeles International Airport South.. Thank you for your time...

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On Sat, Oct 26, 2024 at 3:27 AM, Hilton Guest Assistance wrote: Hi Anette,

We apologize for the experience you have faced. However, please write us back with the detailed description of our concern, so that we can assist you.

Thanks for choosing Hilton.

Arjun A. Specialist, Guest Assistance Hilton Reservations and...