Cameo Beverly Hills, LXR Hotels & Resorts — Hotel in Los Angeles

Once a year I treat myself to a local getaway to reward myself. For what? I’m not sure yet, but fighting on after COVID-19 is good enough of an excuse for me. If any of you are familiar with the NBC sitcom PARKS & RECREATION, characters Donna and Tom would call this a “Treat Yo’ Self” day! This year I booked a night at the Cameo Beverly Hills, which was formerly Mr. C Beverly Hills until recently acquired by Hilton Hotels and Resorts.

To give you a bit of background regarding myself for context, I have worked in customer facing luxury retail and service management positions for the past 23 years in both New York and Los Angeles. I have experienced the absolute epitome of appalling customer service; and also some of the most exceptional experiences from a small boutique in the meat packing district to the Waldorf Astoria in Dubai. After over 2 decades of boots on the ground, I am a firm believer that regardless how great products, menu items, or travel accommodations are, they are either enhanced or completely destroyed by the team that manages and represents them.

This brings me back to Cameo. Upon my arrival, I was warmly welcomed by Rosheen R. at reception. Instead of asking me for my reservation information, she spent a lovely amount of time learning about me! She offered me water and inquired as to anything that I’d like to learn about the property or what I’d like to enjoy on my stay! How refreshing! She didn’t even know my room number yet. Once we got down to business, she was efficient and informative. Before I knew it, I was on the elevator heading towards my room.

We can keep this portion brief because exceptional attention to detail doesn’t take much explanation. If you’ve ever stayed at The Four Seasons, Waldorf Astoria, or the Ritz-Carlton, take the best attributes of all of them, mix them up, and then you have what I experienced at Cameo. From gourmet chocolate truffles to imported European water set out to welcome me, to a personal text message from a member of management welcoming me and reassuring me that if I needed anything, 24/7, to simply text and it would be handled immediately.

Once I settled in I popped down to the bar for a glass of wine and appetizer. Once I decided on a Pinot Noir, Jared reviewed the highlights of the menu and answered any questions I had. It’s really lovely to get detailed information and honest opinions on individual dishes. I ordered the fried artichoke which was different, delicious, and had an unexpected but delightful kick of spice to it.

The support team of Alicia, Edugie, and Jarja were behind helpful and available at a moment's notice to make my "Treat Yo' Self" stay more delightful than I ever thought possible. And I can’t forget to call out Devenia who always made sure that I was having an incredible stay, even on the overnight shift!

Finally, it’s my duty and privilege as a retail manager for over 20+ years to recognize the individual whose name and face was unknown to me until hours ago. Brock Taylor is the General Manager of Cameo Beverly Hills and is the unsung hero in exceptional experiences like mine. I have always said and believed that as a manager, I have nothing without the trust, commitment, and dedication of my team. If his team is even a slight testament of how exceptional of a leader he is, congratulations to him. Job well done. Back to my original statement that any product can be enhanced or ruined by the team that represents it, Brock’s team turned a great experience into an unforgettable one.

On a personal note, the past year has been a particularly difficult one in many facets of my life. It’s been filled with tragedy, pain, and uncertainty. My annual “Treat Yo’ Self” indulgence is so important to me, and you can imagine how even one negative encounter during the stay could have ruined all of it. Fortunately, every encounter not only enhanced my experience, but was refreshing and delightful.

Thank you to the entire Cameo Beverly Hills Team for shining a bright light on a new year after...

My boyfriend and I booked a 4 night stay from Sunday to Wednesday at Mr C with a queen bed, two furnished terraces, and a desk. We had quite a lot grievances and some more serious issues with very little remedy on the hotels part.

First, the room we booked was false advertising. The bed is falsely advertised as a queen—It’s a full. One of the two terraces was completely empty and missing furniture The furniture in general looked different to what was pictured

On top of this the overall attention to detail of this hotel was incredibly lacking ESPECIALLY for a 4 star hotel. Only one set of slippers and bathrobe despite there being two on the reservation No mini fridge or coffee maker in the room There was orange discoloration on the bottom wall of the showers The cords through-out the hotel were poorly concealed The desk chair does not properly fit the desk (its much lower) making it incredibly uncomfrotable to work from The “library” is actually just one desk in an open room in the lobby—with no outlets and the monitor does not work. It gets loud If people are checking out. The coffee is not served until 7 so for any east coasters dont expect early coffee nor a machine in your room (note: supposedly you can get on if you ask but when we did, one was never brought) The front doors to the room often stick and are quite diftuscult to open and when opened are incredibly loud. There were 3 pillows on the bed and not 4 The desk knobs were loose on the working desk

These were all minor to modertete details that on an individual basis could overlook but all together cant ignore espeiclaly paying near $400 a night and keep in mind these are just the details of the hotel.

Regarding our experience and the more pressing issues:

On Monday, we went to the pool in the morning to find it was completely unstaffed, dishes sat for a few hours, and there was no music playing, not to mention it looked very different than the photos online.

On tuesday, we recieved a notice that the pool would be closed on monday and closed for the remainder of our trip. They gave us access to the marriot hotel down the street. If i wanted to stay at the marriot i would have. (The marriots pool ended up being much nicer than Mr. C's anyways)

I raised all of these concerns to the front desk with the upmost kindness to which i was told that this was not the first time these things were bought to their attention.

The solution:

I was told they try to offer great custmer service in lieu of the lack of attention to detail. (Bsffr) in my opinion, kindness is the bare minimum from hotel staff and in our entire trip we saw/talked to maybe two people? Where was the staff?

I was told they are going though an ownership transfer and this is partly why everything was lacking. Yet despite the false advertisement they only refunded us one night and our amenity fee.

They sent up a guy to add the furniture to the terrace, brought a mini fridge, and forgot the coffee machine.

Not even an hour after i had raised these concerns a man came into my room WITHOUT knocking and was suprised to find me there. He was a hotel staff engineering that needed to take off A LOGO STICKER from the alarm clock. That was pretty much my last straw.

To end our last night in the hoted, my boyfriend and i cimbed into bed just to find that the tv remote batteries had died.

All in all:

The pictures of the hotel and room were false advertisement. The experience was uninviting, extremely disappointing, and the guest services just failed in accomodating, everything they lacked. On top of it I felt unsafe and mildly violated with a man coming into our room unannounced.

If youre a hotel or run a service business, communicate with your guests AHEAD of their arrival to let them know about the construction, engineers going in and out of rooms, and the aboslutele lack of attention to detail due to ownership transfers.

PS valet is $60 a day— park it...

Terrible, there is no other word that describes this hotel.

Let's start with the room: Dirty, full of dust, next to the bed, in all room corners, balcony has not been cleaned in a long time, spider webs and dirt everywhere - the table is so dirty, it's disgusting. Service: terrible, every day is something new: they don't bring water every day, don't clean properly, don't bring new body lotion, towels (every day we have a new combination of towels), one day one pillow was missing, my shorts went missing (came back two days later), one day the cover sheet from the duvet was missing.... The room has NO facilities, like kettle, fridge has been put in only after a week, TV remote control went missing one day after room service was in... Reception service, there are two guys who try to do their very best within the chaos. The rest of them, terrible, one day our key cards stopped working, we went downstairs, got new ones, went up, they didn't work, went down again - the guys was just laughing, he thought that was all funny! BTW, they stopped working again one more time on the same day. The worst is Rocheen, I think she does everything possible to deliver a bad service. We called her a few times asking for missing things like water, body lotion and she just refuses to help. We have been working European hours and went to bed early, one night, after 11pm reception called us by mistake, of course that didn’t help with a good night sleep. The internet in the rooms is not good, sometimes it works well, most of the time not. I asked if I could work in the lobby in the morning at 6 am but the music was blasting loud, so I asked the receptionist to turn it down. The nice one did so that I could work, another one came and turned it up so that it was so loud that I couldn't do my call (there was no one else in the lobby) statement was: the rules are the rules, the music needs to be loud. She was incredibly happy with herself that she didn't help.

I could go on and on about the things that don't work in this place.

My suitcases have been delayed by British Airways and there were supposed to be delivered on a certain day. In the morning, I mentioned this to two different people from reception, just to make sure they receive my suitcases and deliver them to the room. A day later I checked with them, apparently no suitcases have arrived. Chasing the courier, I learned that they have been delivered, at two different times but they were both in the hotel. I called reception again, Rocheen, the one that takes pleasure not helping their customers said: No, there are no suitcases who have been delivered by BA. Of course that was rubbish, they were in the building for three days until I got my hands on them.

I left the review until the last day, because I thought that there might be more to add.

We asked in the restaurant if its possible to customise one of the pasta dishes. Answer: No

Last one, they can’t give you a proper receipt for the stay. Already we asked them a few time to amend the invoice, but they can’t. It literally shows something different on their screen than it shows on the actual invoice. The guy at reception, the good one, was so embarrassed and tried a few times but didn’t work.

Maybe if you stay for a few nights only, this works but if you stay longer, you can see how bad this hotel is run. I will contact Hilton directly, that service is embarrassing for the brand.

BTW, I know from a few other people who moved hotel because it was unbearable for them to stay here, it’s...