Hotel Hermosa — Hotel in Hermosa Beach

On 7/1/21, my wife and I flew across the country and arrived at Hotel Hermosa at 5:30 in the evening. During the check-in process, I was asked to sign a document saying that I'd pay $16 per night to park. I knew that some rooms required paid parking, and others included parking. I reached into my suitcase and pulled out a printed confirmation email that showed that complimentary parking was included in our stay. I also logged into their website with my confirmation code and showed the same verbiage.

The employee was surprised that parking was included with this room. She was glad I had read the fine print and called the assistant manager, Claudia Feist, to help her get us checked in. Despite the printed form and the wording on their own website, Claudia said that parking would not be included.

(As a side note, the confirmation also said that I would have complimentary access to their business center. As it turns out, they don't even HAVE a business center, so they clearly don't read their own confirmations and they don't honor what they promise.)

Claudia was unable to explain to me why I'd have to pay for parking. She just said that it was not included with out room even though the confirmation said otherwise. I simply told her that if I had to pay to park, I would leave a negative review when I checked out of the hotel. I said this CALMLY AND POLITELY. Claudia then turned to the first employee who was helping us (who agreed that the confirmation said complimentary parking was included) and told her to cancel our reservations immediately.

That's right. They left us standing there without a hotel room after flying across the country. Luckily for us, we found a wonderful Hilton Garden Inn only four miles away, and it was less expensive.

When our west coast trip ended on 7/10, I called the hotel and spoke to the manager of Hotel Hermosa, Courtney Ryan. She was appalled and apologized profusely. She asked if there was a chance that I would return to L.A. I told her that we would be back. Courtney asked that I'd give her a few days before I left any reviews online so she could get back to me with a way to "make things right."

On 7/14, I followed up with Courtney Ryan via email. No response.

On 7/20, I followed up with another email to Courtney Ryan. No response.

On 7/22, I followed up with another email to Courtney Ryan. No response.

On 7/25, I left Courtney Ryan a voicemail. No response.

Today, 7/29, I wrote to Courtney her to tell her that I was moving ahead with my negative review to warn others that the hotel doesn't honor their own written confirmation. Within 10 minutes, she wrote back telling me that the delay since our conversation was "due to illnesses and operations." She then said that she spoke to her staff and they claimed that there was an issue with the language used towards them. My wife was as stunned as I was to read this as neither she nor I use foul or aggressive language. All we did was say we'd leave a negative review for the hotel not honoring their written end of the deal. Clearly, the assistant manager Claudia Feist lied to try to cover her poor decision making.

This whole thing might be a blessing in disguise. There are many nicer, reputable hotels in the area. Upon looking at Hotel Hermosa's reviews, I think we dodged a bullet.

· One guy wrote about gunk spewing out of the jacuzzi jets into his tub.

· Another wrote about a significant upcharge to his room that he never requested and that they wouldn't reverse (more evidence of their deceitful tactics).

· Another person addressed their deceit and dishonest by writing, "I didn't get everything I booked."

· Multiple reviewers talk about noisy traffic that can be heard throughout the night.

· Another speaks of not being able to get towels or toiletries as well as the fact that the carpet...

Hotel is a scam they charge me a $500 smoking fee when me nor my bf never have smoked before I called them to ask what that was about and they said it “smelled like tabaco “ and they found a weed rolling paper , I asked for them to send evidence but they said they have a second manger confirm and there is no photo proof of the” rolling paper “ so I reached out to corporate a total of 50-60 times with no call back for months I’ve emailed there corporate email over 5 times with no response, I stayed with them back in August 2023 and just now this month in march 2024 am getting a call back they said that the manger spoke with me in” person “ which they never did and corporate said they couldn’t help me any further even tho I have proof of me emailing and contacting with no response and I have photo and video evidence of what was in the room , I called the hotel again asking to speak with management since they claimed they had “spoken to me “ and still haven’t heard back from them , I stayed at that hotel because I wanted to stay on the beach and enjoy my vacation as we went to California for Disney and we decided to stay out the way because the hotel looked pretty from the photos but it’s turned into a absolute nightmare I find it unfair how they can charge my card $500 smoking fee but they don’t have evidence of these allegations and anytime we call they switch there story up , it’s very upsetting that no one will call to even resolve the issue and keep lying and saying they called me and spoke to me directly when they never did I have documentation and proof of everything this place is a absolute SCAM!!!!!!! Don’t stay here they are just gonna rob you and charge you for random stuff they even charged me a $20 miscellaneous fee on top of that . Would be nice if the manager or a actual professional corporate employee would contact me to resolve this issue.

They keep trying to say that they’ve contacted me and reached out to me personally but I’ve never heard from them and the smoking charge isn’t valid because they have no proof and I have proof of what the room look like before and after we got in there, and I have timestamps of when we were not in the room called again and keep getting told they will call me back still waiting on a response , so if Daniel would be so kind to send photo evidence of what they are trying to falsely accuse me of , so you are not valid cuz you guys keep saying different story between your corporate and your actual hotel , I spoke with corporate and they said that the hotel spoke with me directly to resolve issue so they couldn’t do nothing , I have proof of phone calls and everything of not being able to speak...

The worst experience I’ve had in any hotel. I honestly don’t really write reviews. But I got the bubble king room reserved for 2 nights. It has a jacuzzi in the room...Everything seemed okay but later on when I was getting ready to use the Jacuzzi as soon as I turn it on it seems normal but when I turned on the Jets a bunch of gunk started coming out of the Jets. So I went to the front office to let them know and they said they didn’t have another room available with a Jacuzzi and seeing as the only reason why I got this hotel was because it had a Jacuzzi in the room I decided to try and salvage as much as I could thinking it wasn’t much so I asked him for cleaning supplies since there was no housekeeping (which is understandable) but I spent all evening trying to clean it because gunk was still coming out of it after refilling it 3 to 4 times so I decided to give up. The next morning they tell me that they have another Jacuzzi available and they only wanted to refund me $50 which I said I want the whole night refunded since I wasted my whole night so they tell me that the new room is available with Jacuzzi and it’s ready to check in and I told him that I’d rather they double check it to make sure so I don’t waste my time. keep in mind they had told me that it was ready and after I told them to double check, I didn’t get a call back to check in until three hours later because I’m assuming the same thing was going on in that tub as the one I was in they just didn’t originally check right...so after that as soon as we got into the new room I filled up the Jacuzzi and turn on the Jets and they were still specs of gunk/hair coming out and knowing what I have seen in the first one I just did not feel comfortable using that one so I went and complained again. Also there was no fitted sheet on the bed and the mattress looked dirty and it had stains on it. I also found hair on the bed and it was just an all bad experience because even after all that they had charged me wrong and refunded me wrong and Its just been a big issue Which I still haven’t been able to resolve 3 days later.

So all In all it may look nice on the website and high end but it’s not. And please don’t ever use their jacuzzi tubs. I’m never staying here again. As this pictures are after 2 times that filled and drained the...