Hilton Garden Inn LAX/El Segundo — Hotel in El Segundo

We stayed here the night before our cruise. The hotel itself was fine. Beautiful grounds nicely renovated and clean rooms and friendly staff. It's also walking distance to in and out Burger and Ralph's grocery store. Those are the positives The negatives are, the price does not include breakfast. The breakfast buffet which includes items you normally have included at other hotels was $20 each. The price point is higher then I believe it's warranted for the location and amenities. The BIG and I mean HUGE negative for me is the advertised free shuttle. On arrival to LAX and getting my bag I called the number listed for shuttle service and the gentleman took my number and said the shuttle would be there shortly. We waited about 20 minutes watching every other hotel shuttle come by multiple times. Finally we saw a shuttle that had HILTON on its side so happily got on board. Unfortunately we were delivered to the incorrect Hilton hotel. This driver was so kind to wait for us to straighten it out with our hotel shuttle service and even kinder to get us back to the airport as the garden inn driver would not swing by the airport Hilton to get us. Not only this the shuttle service person rudely informed me that he specifically told me that I needed to look for a shuttle that said garden inn not Hilton (which he did not). He also said he called me and I had given him the incorrect number (which I didn't ... HE did not write my number down correctly). When the Garden inn shuttle finally came by, it's a decrepit old passenger van and had several hotel names on the side of which Hilton garden inn is the smallest in writing that you could not even see from the curb. It took 2 hours from the time we called for a shuttle to actually get to the hotel as he also stopped to pick up others at different terminals and to drop them off at other hotels along the way Save yourself the hassle of free airport shuttle and pay a few more bucks to stay at the actual Hilton very close to the airport with great shuttle and courteous drivers. The garden inn is actually not that close to the airport. Also on the website they mention they have a restaurant and bar on site. Just know it's only open for breakfast and after...

I wouldn’t stay here again. Had to stay twice in about a weeks time between international travel and thats because I couldn’t get a reservation at another Hilton brand in the area. Let me say first that a guy named Antonio, maybe in maintenance, is the BEST employee there. Full of energy and a bright spark to the day. The hotel needs work and it has a slight smell. The staff is friendly. They all speak. Front desk needs better communication skills. I called before I checked in the first time to ask if I needed to make a reservation for the shuttle and was told no, only to find out when it was time to go that I needed to sign up. I ended up catching a Lyft. Im a Diamond member, no mention of breakfast hours or credit. No comp waters. Whereas when I came back on second visit, they wanted to swipe the credit card (didn’t do it the first time. It was all done thru the app with card on file) and I still had to bring it to their attention that they didn’t give us our credit. There weren’t enough towels the first AND second time for my party of 4. The first time, I was told if house keeping was gone I might be out of luck. That is never an acceptable response. Second time, there was a housekeeper in the hall who refused to give me towels because it has to come from the front desk. They KNOW they only put 2 sets of towels in these rooms. I guess they really expect 4 people to share. On top of that, half the towels were super dingy and should be tossed. The carpet was rolled up, tiles were chipped. When we went to breakfast, they left a place setting on the table from another diner and used their hands to sweep crumbs off the table. They keep the thermostat off. I thought it didn’t work until I realized you have to use the old school version and unless you have it on continuous, it doesn’t work well either. Just wasn’t worth the stay in my opinion. This is the 2nd El Segundo Hilton brand that I have stayed in that didn’t meet the standards. Wonder if it’s...

Since writing my previous review the manager Juan has contacted me and explained the situation. I wasn’t aware that the text message system they use is still computer generated onsite which would make it impossible for the company to send out a text when the power is down locally. I was under the impression that they used a remote device like a cellphone which would have made sense. Especially since it would allow the staff to send out a message to guests in the exact situation of a power outage. Anyways, Juan was friendly and provided compensation for that particular night. Words cannot describe my frustration with this hotel. The power went out for over 10 hours and there was no communication on what was going on. I had to use my cellphone light to go down to the reception area just to find out! I understand that the phones were down but I did receive a text before arriving, thus meaning they could have sent me a text stating what was going on. Anyway, after finding out the transformer was down I was ensured at 10pm that the electricity would be up and going in an hour. Well it wasn’t up until around 7 the next morning. The night was horrible as it was unbearably hot as there was no AC, and also all my food in the fridge went bad! The worst part is my wife and I had to go to another place so she could get ready to take the USMLE Step 2CS the entire reason we were there. Very stressful to her! Upon checking out I asked to be compensated for the night as it was a horrible disaster that caused great upset and extra stress. I was told that the manager was busy and would contact me via phone. One week later and three phone calls back to the hotel trying to get in touch with the manager Juan and still no luck. Highly disappointed in how they handled the situation! Will not be staying at the...