Aiden Los Angeles Downtown Dragon Gate Inn — Hotel in Los Angeles

Just had the WORST EXPERIENCE at a hotel ever. Front guy is a disgrace for this hotel, bad for business and an inconvenience to customers. Not sure if he had personal problems, emotional issues or if he was under the influence, but he was not acting rational.

I let him know that I was not happy with his behavior and from that moment on he starting retaliating on us, until the point he canceled the 2 nigh reservation without our confirmation and he threaten us to call the police to force us to leave the premises immediately.

He repeating told us It is the company policy that “if we don’t like the way he was treating us, we could stay somewhere else”

While we were calling customer service front lobby to resolve the issue, he asked security to escort us out to the street and he told us he banned us to ever book at best western and to step into that hotel ever.

Security guy was very embarrassed to even look at our eyes, and was politely asking us to just leave and report the incident later. I told them I was not leaving until I talked to a manager to at least get my money reimbursed, that is when the front guy got out from the back office print a paper and told us he “officially canceled” the reservation so we need it to get out immediately or he was going to call the police. I said he was free to call the police because I was not doing anything wrong. Then he called the chinatown security guys, which also were very embarrassed to ask us to leave, they even reported to their supervisor on the radio that we were not causing problems, not disturbing the peace and just recommend us to report the incident to the company and they left.

At this point you could see front desk was very furious because both the hotel security and the chinatown security guys left without forcefully scorting us and were very respectful with us.

So, yes HE CALLED THE POLICE and let us know we were tresspasing by being in the lobby calling customer service to talk about our paid reservation.

Police arrived and asked what happened, front guy left or hided but he did not confronted police. New front desk lady described his dumb stories about why he canceled the reservation including that one of the reasons was because we prepaid with my card and reservation was under my husband name. Easily fixable, my husband was next to me. By the way we have a joint account. All the non sense excuses, were easily fixable.

Police were really nice, and even apologized for what happened and also recommend us to report the situation to BBB and the company.

We decided to wait until police arrived to prove him that we were not doing anything bad, and that he was not going to bully us by threating us he was calling the police..

I told the guy that he was making dumb desisions and also canceling 2 night worth of income, so the owner of the hotel was not going be happy losing money and reputation over his employee ego. I told him that as a business owner myself his behavior was a NO NO, and front guy tryed insulting me again by saying that I was lying that I had a business because I was homeless, otherwise I would had leave as soon as he told me to leave.

I am still in shock of what happened. It seems it was a story from a horror movie. But yes it happened today at 4:00 am.

NOTE: I had stayed at this hotel before, very clean beds and restrooms, good service, great location, good price, and never ever had a negative experience before.

This guy is a rotten apple and is going to end with this hotel business and reputation.

By the way I recorded everything and I would be happy to share it to anybody that wants to teach their employees how to ruin their business.

IMPORTANT: Don’t be fulled to think that because you have the best western rewards, customer service is going to support you and take action. Most Best Western Hotels are privately owned and the hotel brand does not accurately represent their own.

LEASON: Don’t ever tell this front desk guy that he is not treating you right. He would ruin the peace of at least 10 people...

Me and my wife stayed here 05/19/2025 at this best western and it possibly has the most unorganized parking area that i have ever been in. They don't tell you that you have to pay 18 dollars a night for parking as well, its not included in any type of bundle for this establishment. This parking is already not that big and they share the space with the public so if there is no space you are out of luck especially if you're already paying 18 dollars the night. They have a rule of not blocking cars and if you do you will either have to leave your keys with the attendant in the garage (if available) if not then the desk attendant. Today 05/19/2025 we came from universal at 2AM from fan fest and we go down to find no parking. Well there was but 3 cars were occupying the spot but clearly could've moved forward In the picture. This place is “valet style parking” so if a car if behind another they will move it. i went to the front desk to ask about the parking and she told us to park in the handy cap spot… i’m not gonna park in a handy cap spot without the handy cap pass, mind you every other car in the spots have their own handy cap pass. somebody else could be using that spot thats just disrespectful and just for the lady to walk back in to the office with no concern. The front desk lady couldn't move the cars cause apparently the people didn't feel comfortable leaving their keys?? The point of this place and the parking is to do so and leave your keys with the valet assistant or desk associate if you’re gonna block somebody's car. 3 different cars parked with space in front of them and neither of them left their keys… whats the point of paying for any of this if i cant get my parking that im paying for and for you guys not to mention on the website that people have to leave their keys for valet reasons or even pay money for this cramped space and for a company that doesn't follow their own rules? Very unacceptable and don't really plan on staying here...

You need to read this entire review! I am so disappointed! I booked my reservation less than 24 hours ago and the rate changed within 12 hours to drop with $150 savings. I called customer service immediately, they were closed. I called reservations. They said it was after 4 PM. There was nothing they can do except cancel the reservation and still charge me the full amount. Reservations told me I needed to call customer service in the morning at 7 AM. It is now 7:48 AM and I have spent the last 45 minutes on the phone with different people giving me the runaround. To then be told after I called customer service this morning that there was nothing that the corporate office could do. I made this reservation through best Western directly. Customer Service told me that I needed to call the hotel directly. It was their responsibility to honor the change of rates. He called the Best Western and was told that the manager was not in and that it would have to go to the manager. I just got off the phone with calling the hotel directly and I was very quickly and smugly told that they do not change rates and will not honor the lower rate. All they will do is cancel my reservation and charge me in full for a stay that I wouldn’t be having. I said, thank you very much. I will be seeing you this evening. Again, no regard or care from any of the staff of Best Western… Totally disappointed. There is no business if it isn’t for the customer.

PS: the response to my review is an actual lie! I did talk to the property directly and she did refuse to honor the lower rate, and she did offer to cancel with penalties of a full charge, the first time. In the second phone conversation, she called me and told me that the property has already canceled my reservation, because of my review and refused to allow us to stay there at the lower rate. We stayed at the Westin and had a wonderful wonderful vacation! It’s a shame you have to lie to make yourself...