Hilton Los Angeles North/Glendale & Executive Meeting Ctr — Hotel in Glendale

Horrible customer service from Clarissa at the front desk. We got to the hotel around 3:15pm. I thought check-in was at 4pm so I asked for “early check-in”. The person who checked me in was nice. I went up to my room and noticed the ac/fan wasn’t working. I called customer service and they told me I needed to talk to maintenance and they would transfer me (I thought that was weird because shouldn’t customer service be coordinating with maintenance not the guest but didn’t say anything) no one in maintenance picked up. I went downstairs and was greeted by Clarissa (the customer service supervisor).

I told her what happened and that no one in maintenance answered. I told her my friend was 5 months pregnant and we couldn’t stay in a room without a working ac/fan and told her that we were going to an event that started soon and I knew we would be back late. I asked if it was possible to switch rooms since our event was starting soon. She first said that she wasn’t sure if they had clean rooms (after the fact I realize checkin was actually 3pm). She called maintenance and asked them to check our room. I then saw her checking in people with the same type of room I had. So I went back to the desk and asked her if they could switch our room since they were checking others in and they could fix the ac for a guest who was checking in later.

She basically told me that it wasn’t her priority… she then said the hotel is sold out and the rooms are preassigned and per “their policy” they had to try to fix issues with the room before making a decision. She also noted that I booked the hotel from a third party site (why does that matter? I’m still a guest at your hotel. I didn’t say anything because I realized being rude wouldn’t work in my favor). So I asked her if the hotel is sold out and the rooms are preassigned what was she going to do if they couldn’t fix the ac. She said they had rooms that are not up to their standards (I guess look wise) but they could move us to the best one of those identified rooms.

I couldn’t understand how she was switching up her answers every time I talked to her. 1. The rooms might not be clean 2. The hotel is fully booked and rooms are preassigned 3. They have extra rooms and would move me if needed be if they couldn’t fix the issue

I then overheard a man check in and she confirmed the type of room he got then asked is that okay? He said if you have a king bed instead that would be great. But aren’t the rooms preassigned? Again I didn’t say anything because I figured he was probably part of their rewards program because she even offered him bottle water at his check in.

20 minutes later the ac issue was “fixed” but we didn’t stay in our room long enough to realize it wasn’t really fixed because we had to leave for the event. The ac would turn on and make the room very very cold and then the heat would turn on and make the room hot. It did that throughout the entire night. My friend and I were very uncomfortable but it was late and we knew the hotel was “sold out” so we just tried to sleep the best we could.

I can’t believe Clarissa was the supervisor of Customer Service because she was anything but friendly. Very flat and short in the way she spoke to me. I would not recommend this hotel to anyone because the customer service was horrible and a simple amenity like the ac...

Horrible customer service. We got to the hotel around 3:15pm. I thought check-in was at 4pm so I asked for “early check-in”. The person who checked me in was nice. I went up to my room and noticed the ac/fan wasn’t working. I called customer service and they told me I needed to talk to maintenance and they would transfer me (I thought that was weird because shouldn’t customer service be coordinating with maintenance not the guest but didn’t say anything) no one in maintenance picked up. I went downstairs and was greeted by Clarissa (the customer service supervisor). ||I told her what happened and that no one in maintenance answered. I told her my friend was 5 months pregnant and we couldn’t stay in a room without a working ac/fan and told her that we were going to an event that started soon and I knew we would be back late. I asked if it was possible to switch rooms since our event was starting soon. She first said that she wasn’t sure if they had clean rooms (after the fact I realize checkin was actually 3pm). She called maintenance and asked them to check our room. I then saw her checking in people with the same type of room I had. So I went back to the desk and asked her if they could switch our room since they were checking others in and they could fix the ac for a guest who was checking in later. ||She basically told me that it wasn’t her priority… she then said the hotel is sold out and the rooms are preassigned and per “their policy” they had to try to fix issues with the room before making a decision. She also noted that I booked the hotel from a third party site (why does that matter? I’m still a guest at your hotel. I didn’t say anything because I realized being rude wouldn’t work in my favor). So I asked her if the hotel is sold out and the rooms are preassigned what was she going to do if they couldn’t fix the ac. She said they had rooms that are not up to their standards (I guess look wise) but they could move us to the best one of those identified rooms. ||I couldn’t understand how she was switching up her answers every time I talked to her. 1. The rooms might not be clean 2. The hotel is fully booked and rooms are preassigned 3. They have extra rooms and would move me if needed be if they couldn’t fix the issue||I then overheard a man check in and she confirmed the type of room he got then asked is that okay? He said if you have a king bed instead that would be great. But aren’t the rooms preassigned? Again I didn’t say anything because I figured he was probably part of their rewards program because she even offered him bottle water at his check in. ||20 minutes later the ac issue was “fixed” but we didn’t stay in our room long enough to realize it wasn’t really fixed because we had to leave for the event. The ac would turn on and make the room very very cold and then the heat would turn on and make the room hot. It did that throughout the entire night. My friend and I were very uncomfortable but it was late and we knew the hotel was “sold out” so we just tried to sleep the best we could.||I can’t believe Clarissa was the supervisor of Customer Service because she was anything but friendly. Very flat and short in the way she spoke to me. I would not recommend this hotel to anyone because the customer service was horrible and a simple amenity like the ac...

I would definitely not recommend anyone stay at this property. I had a reservation for two nights I canceled after I had saw a cockroach in the room and when I called down to dispute the cockroach in the room the manager Veronica argued with me for 10 minutes and told me I should not be complaining because it’s not like they have an infestation and then she tried to offer me and my guest a room with no air-conditioning that was out of order and told me that I should be happy with the decision that she made or the choice that she had given me should I say and because I am a team member I should understand that stuff happens at hotels. When I told her I was dissatisfied with the way that she was treating me and talking to me she got an attitude and begin to make noises as if she was annoyed with me and told me if I agreed to leave the next day that she would comp my room. After checking out I was charged a $300 fee for smoking which me nor any of my guest ever smoked in the room. They stated that it was marijuana. I do not smoke marijuana nor do I smoke cigarettes and I know for a fact that we did not smoke in the room because I know Hilton policies I was mistreated by three other managers who would not send me the pictures of these so-called Taken of the marijuanaIt took me two days of being ignored to finally get pictures of some dirt in debris that they claimed to be marijuana. I feel as if I was treated poorly because I am a team member and not a regular guest.Veronica and the other three male managers want to buy remember his name is Wes are not very good examples or representations of Hilton brand or standards and I believe Veronica handled this is ration poorly and that we were retaliated against because I was a team member and because we were black so they automatically assume that we smoked marijuana. Veronica and the other three male managers want to buy remember his name is Wes are not very good examples or representations of Hilton brand or standards and I believe Veronica handled this is ration poorly and that we were retaliated against because I was a team member and because we were black so they automatically assume that we smoked marijuana. I will never ever book at this property when I come to California and I know that me being a team member I know that you teacher guest with the upmost respect and I was not treated that way and I was talked down to and given so much attitude but every last employee that I talk to you about the situation so no if you want to be charged $300 for smoking when you do not smoke or if you want to find a cockroach in your room you feel more than welcome to stay there but I know that I will never book...