AC Hotel Beverly Hills — Hotel in Los Angeles

**Please note: The other 4 fake, positive reviews were posted long before this hotel even opened on January 21, 2019. My husband surprised me with a trip to Los Angeles for my birthday last week. It was my first time in LA so I was so excited! I knew the hotel we carefully selected would be just opening so I called twice in advance of our arrival to make sure all was good. I was afraid they wouldn't be open in time but I was reassured by the people I spoke to. Upon arrival, we were greeted cheerfully and impressed with the lobby decor. I mentioned it was my birthday, nobody seemed to care but I wasn't too bothered, just excited to be there and ready to explore the new hotel and the 11th floor lounge that we had read about. AFTER we checked in we were advised that they had not yet secured a liquor license so THE ROOFTOP LOUNGE WOULD NOT BE OPEN DURING OUR 4 NIGHT STAY nor will the lobby bar serve cocktails. No one advised me that I would be paying full price for half of the amenities when I reserved the room or during my 2 previous phone calls (the 2nd call was during a layover earlier that day) or otherwise. As a loyal Marriott and SPG Rewards member I expected more than this type of bait and switch. We went up to the room to drop our bags and go back down for some dinner. We went to the lobby eatery and asked for a menu. They only serve toasts and a few tapas items so we went to the front desk to ask about places to have dinner and drinks in the area. The sweet young lady behind the desk was almost as unfamiliar with the area as we were. She was not able to offer any assistance but as nice as she could be. The following morning I stopped a smiling housekeeper to find out which floor the fitness center was on and for a breakfast menu because the room doesn't have any property related info. Turns out there's no breakfast menu but you can pay $17 for a very limited selection of breakfast items. I ended up eating an apple from the fitness room. Venturing out, we took an Uber everywhere because nothing is really within walking distance. LA was awesome, we enjoyed all of our adventures! Before returning to the hotel each night we made sure we expended all of our energy and did all of the eating and chillaxing we wanted to do for the day because the only thing to do at the hotel was sleep. The room itself was bright and fresh, small but adequate. We were never able to connect to the free WiFi. The smoke detector has a strobing/flashing bright white light that was annoying. The walls are also very thin. We awakened by someone using a drill early Saturday morning and firemen were banging in the elevators outside of our door Monday night. The shower was nice but there was NO counter space at all. It was hard for 2 people to get ready for the day at the same time in our room. I personally made several staff members aware of how disappointed I was, giving them ample opportunity to  to make it right. A small restaurant voucher to a nearby establishment, an offer to transport us to another Marriott property, a discounted rate, a simple cold Pepsi, a "Happy Birthday Wendi", any gesture at all. Two days after we returned to Florida Brett, the general manager, sent me an email where he didn't care enough to spell my name correctly (it's the simple details that mean the most) but insisted that the service I received wasn't characteristic and he apologized. At the time of that email they were still falsely advertising amenities that were still not available. I do not recommend staying at...

AC Hotel Beverly Hills||Attention: General Manager||Los Angeles, CA||May 5, 2025||Subject: Formal Complaint Regarding Appalling Guest Experience – Immediate Action Required||Dear Sir/Madam,||My name is Eleni Siloglou, and I am a long-standing, loyal guest at your hotel. I am also an established European business executive of Greek origin and CFO of a billion-dollar corporation. I am writing to express my outrage and deep disappointment following a wholly unacceptable experience at your property on May 5, 2025.||I travel frequently to Los Angeles to visit my children and husband, all of whom are U.S. citizens. Despite my husband's preference for the Beverly Wilshire, I chose the AC Hotel Beverly Hills once again—trusting in the Marriott brand and our past experiences. This decision was a mistake.||Upon arrival after a 15-hour transatlantic flight, instead of receiving basic courtesy and professionalism, I was met with hostility and disrespect by a front desk employee whose behavior was nothing short of disgraceful. Her tone was aggressive, her demeanor unprofessional, and her actions wholly unbefitting of someone representing a hospitality brand.||Even more alarming, we were double charged—once for €1,697.23 and again for $2,220. This is not just a billing error but an egregious breach of trust and financial mismanagement. On top of that, despite reserving a suite, we were placed in an accessible room without explanation. When we raised our concerns, the employee dared to declare that we were “not welcome” and were “free to leave if we didn’t like it.” This statement is not only shocking—it is completely unacceptable.||The situation was only partially salvaged by Mr. Jonathan at the front desk, whose professionalism stood in stark contrast to his colleague’s appalling conduct. Thanks to him, we were able to check out and find another hotel—an ordeal we were forced to endure at 8:30 PM after nearly 20 hours of travel.||Let me be clear: I expect a full and immediate refund for the unauthorized charges. I also expect a formal written explanation of the measures taken in response to this serious breach of conduct. Your front desk employee did not just fail at hospitality—she actively undermined your brand’s integrity and drove away a loyal, high-value client.||I am not interested in apologies. I am interested in results. If this situation is not addressed appropriately and without delay, I will escalate it to Marriott corporate, remove your property from all of our corporate and personal travel programs, and ensure this matter receives the attention it deserves across relevant business and hospitality channels.||I await your immediate response and confirmation of refund processing.||Sincerely,||Eleni Siloglou||CFO,...

Upon entering the room we noticed that there was no hair conditioner in the room. After requesting “one” bottle of conditioner we were sent “five” conditioners and “five” shampoos. The bottles of shampoo and conditioners are extremely hard to squeeze. There is no way that older people can squeeze them. Please change supplier. When we were ready to take a shower my wife realized that there were only two bath towels. One for her hair, one for her body and none for me. I called and requested another towel only to wait 10 minutes to call again. The extra towel finally arrived. When we were already in the shower we noticed that the handheld was totally loose and was unusable. They fixed it while we were out, but it should never have happened. There was a coffee machine and there were tops for cups, but there were “no cups”. Really?? This morning we went to the elevators and both had a plastic shield over them. We did find a button to make it rise in order to get on the elevator. After talking to the front desk we learned that there was a false alarm and the elevator shields had been activated. Nobody bothered opening the shields after it was determined that it was a false alarm. If the $18 breakfast is to mimic a more European style, it was not at an $18 level. The juices are more like flavored water; and flavored, sweetened yogurts are not European – plain yogurt is common all over Europe. Service was friendly and good, but $18 for the food-I don’t think so. I know I had a $10 voucher and for someone without a voucher this is a very disappointing breakfast. Today we left the room at 10am and pressed the “clean the room” button. You would think that somebody pays attention, right? WRONG. WE came back at 3pm and the room had not been serviced. At 5pm we went out to dinner and I talked to Kelsey and explained what had happened in the morning and requested that our room get serviced while we were out for dinner. We came back at 7:30pm and the room was not serviced. This represented the tipping point for me. I can’t imagine how you treat people that do not have the Marriott status that I have. From all the Marriott properties I have visited over the years this one ranks at the very bottom as far as service/room housekeeping. I emailed the hotel Manager and included all the above detail and he has not...