Hilton Garden Inn Los Angeles/Hollywood — Hotel in Los Angeles

I want to start this review off by saying this as someone who is well-traveled and mostly stays at Marriott's (Platinum Elite status) this hotel stay fell very short of my expectations. First, i arrived on 6/19/24 was met by Guest Representative named Slyvia who was racist towards me. Her attitude was less than welcoming and i'm a Hilton Honors member which wasn't even recognized. Slyvia was not friendly at all and her energy showed it like i was bothering her. I arrived on a Delta flight from PIT - LAX at 11:50a but, i left my house at 3:30a east coast time so it was already a long morning with time zone changes. I was in LA for Hollywood Carnival which was a group rate booking. This was the hotel Hollywood Carnival chose for travelers otherwise, this hotel wouldn't have been my 1st choice. I had 2 reservations 1 from 6/19 - 6/20 and 6/20 - 6/24. I checked into the first reservation wednesday. Slyvia had me check-in my 2nd reservation as well at same time. I told her from the start "i want room & taxes on my Amex". The amount was $954 on my second reservation for accounting purposes i didn't want incidentals authorized on same card. This idiot Slyvia didn't follow my instructions and just did what she wanted to do. She authorized $300 on my Amex for incidentals instead of the room & taxes. That forced me to have to use my debit card for room & taxes which i didn't want to do. So that's 2 strikes so far at check-in the racist attitude and authorizing the wrong amounts on my credit cards. The final strike #3 was she deliberately gave me 2 room keys that didn't work. My room #403 was on the 4th floor at the end of hallway in corner. After taking my 2 bags up to the room only to discover my keys don't work i was pissed off. In my head i'm like Slyvia did this on purpose. I had to go back downstairs to front desk to get re-keyed something that should have been done right the first time. I told her and her colleague working beside her i think it was Juan how displeased and unsatisfactory my check-in experience was. After i settled in i called Hilton Honors member number to complain about check-in. They opened case and closed it on 6/20. The staff lied said "i walked away from the desk" after they screwed up my credit card authorizations. That's false because i had to come back to front desk due to my keys not working.||||Here we are it's Monday check-out day 6/24 no manager has called my room or cell phone about my complaint the entire stay. I had took the general manager's Riley Wood business card when i checked in. I called the front desk at 10:00a cause i was told the night before by Bill he would be in at 9:00a. Slyvia answered my call and i asked to speak with Riley. She transferred me and we spoke he was unaware of my complaint. After speaking to him he offered to give me 50% off my first night's stay 6/19 for all the inconveinence which was $242. In total i spent $1300 for 5 nights and the stay was less than spectacular. I'm waiting for my credit and some points as we speak. I called Riley on friday 6/28 @ 10:30a west coast time left him a voicemail. He never called me back friday. I've called Hilton Honors members phone number 1-888- 446-6677 4 times. Some of the people working in that call center are incompetent too. I've had 3 separate cases opened about the same complaint. The reps only document the issue with credit cards but, not the racism i experienced at check-in with Slyvia. The Hilton Honor member reps have intentionally disconnected call on me twice so they're just as complacent too in this situation. I'm a frustasted guest who wants a fair resolution. I would never stay at this property again. The hotel is small so are the rooms and hallways. They skimped on the sound proofing cause the walls are paper thin. My room was end of hallway and it was still noisey as hell even though i requested quiet. There's 4 rooms at the end of hallway plus the exit door and unfortunately i heard all the hallway traffic noise. Housekeeping made it worse every morning and their carts take up the whole width of hallway. For the money i spent could of stayed at a posh Marriott with way...

Well, where do I start. This has to be the worst hotel I have ever stayed at. First, they try to charge us $50 to check in less then an hour early. We just wait, not going to pay $50. Then, they change our reservation without telling us, not even telling as we are checking in. Had to get up to the room to find out that they gave us a 1-bed room instead of the 2-bed room we paid for. When we ask them what happened they say they sold out of all thier 2-bed rooms...I mean, its not like we made these reservations last minute, we made them over a week prior to arriving. To compensate they brought us a cot which barely fits into the tiny room. It was really a fire hazard as, if there was an emergency, my friends would have to crawl over me to get out the room. Then, when my friend uses the bathroom there is fecal matter already in the toliet, like someone had just used it...I have no problem with the cleaning staff using the bathrooms but at least flush and clean up after yourself. Made us think the room was not even cleaned. I mean, they tried to charge us $50 to check in 40 minutes early but they didnt even clean the toliet? Anyway, after that they gave us free parking and a free breakfast. Later that night me and my friends decided to go to the hottub and man, was that a mistake. When we get there we get into the hottub and immediately realize a smell is coming from the water. The smell is so strong that the other couple in the tub before us starts to gag and cough. We start to as well. They said they were only in the hottub for maybe 2 minutes. Whatever is in the tub is burning our eyes, making it very hard to breathe, and making me light-headed. The water is also murky and tinted greenish-yellow. We look around for a sign we might have missed but there arent any up. We go back to our room and shower as we are itching bad from whatever the chemical was in the hottub. My skin, almost 2 days later, still hurts from whatever was in that water. The fact that there was no sign, warning, or anything is alarming to me as a child could have gotten into that hottub and passed out from the fumes. We check out the next day and as we are getting our car the valet tells us we haven't paid for our car. We tell him we got comped parking. He has to go check but brings us our car. Then he tells us to go inside and get a receipt. My friend does but when he gets in there the lady thinks we have 2 cars...after we clear that up the lady says we are good to go and we leave. I would not recommend this hotel to anyone. The staff do not communicate with one another at all and they dont seemed to concerned about the safety of thier guests, for the reasons above. The positives I do have to offer is that the pie was very good and the breakfast staff were very friendly. Other then that, stear clear...

For context, my review comes from the perspective of someone who has stayed with the HGI Los Angeles/Hollywood for roughly 50 days over the course of the past 3 months. I travel for a living and spend over 50% of my time in hotels across the world.||The biggest shout out regarding this property has to be for the entire front desk staff. Since the first day that I arrived for my first trip, every single employee was warm, welcoming, helpful when I needed assistance with anything, and communicative. The fact there are some negative reviews about this staff baffles me. Again, I am far from a novice traveler, and this front desk staff is among the best in the business. Special shout outs for Sylvia, Juan, and Claudia, who I encountered the most and were always there with a smile to welcome me back. ||This hotel is valet only, which while not ideal, is extremely common in Los Angeles and at almost all hotels. HUGE shoutout to Mohammad, one of the daytime valets who is always upbeat, engaging on a personal level, and happy to help. Service is prompt and there is never a long wait to get your car at any time of the day. ||For a more budget friendly hotel, amenities are solid. The pool complex far outkicks its price range, with a great view and plenty of comfortable seating. While the gym could be a bit larger, it has everything you need to get a decent workout in including a Peloton. I'd like to see more machines but space doesn't allow for that, but there is a full rack of dumbbells and medicine balls, along with cardio equipment. The hotel is walking distance to Runyon Canyon, which is a must do if you want to get a hike in.||Status is recognized at this hotel, and you will receive a daily F&B credit for Gold/Diamond. Market is well stocked, and F&B can be used at the TGI Fridays, though I have not eaten there. There are plenty of restaurants and markets within walking distance of the hotel, and I'd highly suggest Shintoro for sushi right across the street if you do not want to venture far. ||Most importantly, rooms are comfortable, well appointed, with large bathrooms and walk in showers. DAILY HOUSEKEEPING without needing to request, which for me, is enormous. This isn't the case at all hotels in this category, and it is much appreciated.||Again - this review comes from the perspective of someone that spends 150+ nights in hotels per year. All things considered, this is among the best business class hotels that I've stayed in. A hotel is only as good as its staff, and there has not been a single employee that I've encountered here that is not worth of recognition. Apologies for those names that I missed, just know that I look forward to seeing you...