El Royale Gardens Near Universal Studios — Hotel in Los Angeles

I am writing to formally report a very upsetting and unacceptable experience I had at one of your listed properties — El Royale Gardens Near Universal Studios, California

My husband made and paid for our reservation through Booking.com. The night before check-in, I called the hotel to confirm details and was told by the front desk that, due to Universal Horror Nights, early check-in would be available starting at 11:00 AM.

When I arrived at the property, the front desk employee (who identified himself only as Joe) immediately became hostile. He claimed that the payment had not gone through, even though we had a confirmed booking from your platform. I offered to provide my husband’s credit card to complete payment on the spot, but he refused because my husband was not present. I then offered to use my own card, which has a PIN, but he refused that as well since I did not have my physical ID — even though I could show a clear photo of it on my phone.

When I calmly explained that I had called the night before and was told I could check in early, Joe responded that he “didn’t care what anyone told [me] last night” and that “no room was available.” His tone became increasingly aggressive as he accused me of trying to manipulate him and told me I was “not welcome” to stay. When I asked to speak with a manager, he refused and ordered me to leave the property immediately in an intimidating and confrontational manner.

I have worked in hospitality for many years and have never seen a guest treated in such a disrespectful and frightening way. This experience was deeply distressing and left me...

My son and I had a quick 2-day (and last minute) spring break trip to Universal Studios. Our flight arrived much earlier than expected—around 10:30 a.m., well before the 4 p.m. check-in time. Xavier was incredibly accommodating and took care of our bags while we explored Universal Studios, so we didn’t have to lug them around. We didn’t return until 9 p.m., and when we did, everything was ready for us. I suspect they stayed later to ensure we were taken care of. While we had originally booked a king bed, they kindly upgraded us to a room with two queen beds, which was greatly appreciated.

The rooms were clean, comfortable, and well-maintained. The hotel is just a 10-minute walk to Universal (Xavier even mapped it out for us and provided tips for other local attractions). There’s also a convenient shuttle right after the skywalk that takes you up to Universal and back.

We’ll definitely be back! A huge thank you to Xavier and Robert for making our trip so memorable. We can’t wait to see you again,...

The workers here are the kindest people ever genuinely they were so accommodating since our previous hotel was fake, Robert went out of his way to find another hotel (he did at his friends motel i forgot the name sorry) as soon as he got us availability we went straight there and Xavier was so kind hearted trying to make us happy because of the fake hotel/homeless situation and he definitely did also the housekeeping staff were also so friendly, they had a few breakfast bits in the lobby( i posted a review for the gardens part of this hotel we went in April 2022 probably don't remember us ) they were such a great part to our holiday and if we ever go back to LA again i will definitely be staying here , locations great,staff is friendly ,clean room,clean bathrooms,great amenities and even a mini fridge which was very helpful.. If you need a convenient location to stay with your children 100% recommended for a budget friendly stay. Thanks for a...