Homewood Suites by Hilton Los Angeles International Airport — Hotel in Los Angeles

Let me start by saying Jose (Supervisor) made all attempts to correct the situation and was subjected to an upset customer who waited two days to get some assistance. He was friendly and understanding and recognized this was a multi-point failure. In addition, after finally getting contact with Mayra (Director of Operations), she was pleasant an apologetic as well. I wish I didn't have to meet or speak to either one of them, as that would have meant my stay was amazing. However, that was not the case, and based on the issues outlined below, I won't be returning. My loyalty to Hilton comes at a default and as a Diamond member, I expected a better experience.||I reserved a 2 queen room for 9/12-9/15, my 1st night was paid by my Hilton points (which I wish I could get back at this point--but it won't happen). The 2nd and 3rd nights were paid via my Hilton AMEX. To ensure that I could stay in a single room for the full stay, I called after booked on 6/2/2025 to ensure my reservations were linked together. I originally booked the two nights first and decided to start my trip earlier, which is where my first night came from. About a week prior to my trip on 9/6/2025, I called the hotel again to ensure my reservations were linked and it could be noted to stay in the same room, I mean who wants to leave and have to move all their belongings for single trip just due to a payment method change. The representative at the time said it would be no problem. Upon landing at burbank airport on 9/12, I called again as I was going to be checking in later and going to dinner with friends. The front desk staff said there would be no problem. So, I had 3 pre-emptive attempts to ensure there were no issues....||9/12 (Friday)|Upon arrival at the hotel, I was checked in by a gentleman where I explained to him I was staying for 3 nights and I had called prior and they said everything would be okay. He proceeded to tell me that he was not sure if he could keep me in the same room for 3 nights and I would have to check out and check back in. I understand checking in and out for the financial aspect, but physically I shouldn't have to change rooms, he said he couldn't promise anything. I mentioned that I was a Diamond member and there has to be a way to ensure this is possible after I called ahead to ensure this. He said "Diamond doesn't really mean anything here". Well that's just lovely, and kind of strike number 1. I was roomed in 618. When I got to the room the first thing I noticed is how dark the room was, so after searching all of the room for some light in the actual sleeping area, I noticed the lamp near the TV was not working. It was dark, it was hard to see inside the luggage, much less the bed. Let's go to the bed, the headboards in every room look worn and peeling, the pillows cover it up, but it is not just one room, the pictures show you that and these aren't even the worst of them. So I called down stairs to ask for assistance because the room was dark and it was hard to see, the front desk staff told me the engineer had went home for the day and there wasn't anyone to help. Baffled was the expression I had, so I asked for a manager, I was told a manager wouldn't be in until Tuesday. Here I am checked in on a Friday evening in a dark room, and no one could help me or escalate the issue until Tuesday. A few minutes later someone came upstairs, he was the houseman, and he brought his phone charger to see if there was something with the plug, after testing things out, it was the actual lamp that was not working. He said to call back downstairs and they would have to switch my room out because he didn't know where to get another lamp or it would take him a while to find a new lamp. I called back downstairs and i think this time I got Jeremy, because the first time was a lady. Jeremy said they didn't have any more 2 queen beds for tonight and I would have to go to a king room and then check out and get into another room tomorrow. Over it already, I said fine. Jeremy said he would bring up my new keys. So I rolled my luggage into the hall and headed towards the elevator to wait on Jeremy. About 5 minutes later, a robot comes up, and I am thinking its bringing someone some food or something, it stops at my room and just sits there, so I go to the robot and it had prompts for me to answer and inside was my new key to room 616. So Jeremy never came upstairs to help or confirm that my new room was sufficient. The robot left and I went into room 616. Upon entering room 616 the hall light didn't turn on, the switch wouldn't work. So I am pulling my luggage and stretching my arm into the bathroom to get some light so I can see where I am going. I turn on the bathroom light and then start to find the kitchen light and the sleeping area lights. I confirm the lamp by the tv works, and then I see this tall lamp in the corner, when I turned it on it brightened the entire room, and that's when I realized that big lamp was missing from 618 which is why I couldn't see anything. So I called back downstairs to explain to the front desk staff what was missing, and also mention the pretty disgusting looking headboards in the new room. I knew i was staying in this room for the evening, but wanted it known that I wasn't pleased. I said this is a weekend and I am here for a concert, are you telling me there is no one here to help until Tuesday. Then they said oh well a supervisor would be here at 9am. I said okay, well can you give them my name and number I would like to speak to them, they said yes they would. Later in this review you will see they are sticklers on supervisors vs managers if you use the wrong word they will give you a different answer, they do not use them interchangeably. You gotta be kidding me!||Saturday 9/13:|I call downstairs at 915 ish to speak to the supervisor, the new front desk staff says the supervisor won't be there until 3pm, there is no one there now. I said well last night they said someone would be here at 9, and now you are telling me 3, they proceeded to say they don't know who gave me the 9 am but there is nothing they can do. I said well i am in a king bed now and need to be put in a 2 queen room and explained what i had dealt with, the new girl said to come downstairs and they would hold my luggage and get me a new room by the time I came back from breakfast off site with my family. She said they would double check the room to make sure everything was working. I asked for my folio for 616 and my total was correct at the time. I gave her my luggage and proceeded to leave. When I came back at noon. I was now given a key to 518. I had checked out of 616 and was now moving to 518. She said she had written my information down and would have the supervisor call me when he got in. When I got to 518 again, against the headboards on the bed looked horrible, but I was over it, checked all the lights and they worked no problem. Went in the closet to get the luggage stand to put my luggage on and it was missing in the closet. I had to call downstairs again to get the luggage stand and the bell man brought me the big rolling one as if I was checking out, I explained to him the issue, he said oh you mean the folding one. I said yeah the one that was supposed to be in the closet. He went somewhere and got me one for the room. I then left and went to hang out with friends and family the rest of the day. I received no call from the supervisor, so when I arrived back at the hotel, I was now dealing with the night shift again, I said I was waiting on the supervisor to call me and this is my second night and I can't seem to get a supervisor, what is going on. She then texted the supervisor who had gone home for the day, and he said he received no note or complaint. Just lovely, four people later and no one gave the supervisor or manager information about a customer complaint. The nighttime rep texted the supervisor my information I believe, and he was going to be in at 3pm on Sunday.....Sunday...after checking in on Friday. I said fine and my friend and I went to the room and went to bed, i was done.||Sunday 9/14:|We went to breakfast off-site and did some exploring before our concert that evening, when we arrived back at the hotel it was about 3pm and we were leaving for the concert in an hour or so. Now the supervisor was supposed to be there at 3, so around 315 he still was not there (that staff was aware of). I again expressed what was going on to another set of staffers and they said they would have him give me a call as soon as he got in. I gave them my cell phone. The supervisor (now I know it was Jose), called the room, and I told him I was coming down because at this point I need face to face after everything I was dealing with. Mind you at this time, we realized there was no iron in the room, while we were getting ready for the concert. We had an ironing board but no iron, so I asked him to escalate that and get an iron to our room, which he did. So I went downstairs and outlined everything that had happened. Jose was apologetic and said he wanted to me to enjoy my concert and he would fix everything because based on what I dealt with there were MULTIPLE points of failure during this staff amongst multiple departments and I should have been addressed Friday night, he said housekeeping manager should of still been there and although they don't do a lot of customer issues, they could of helped. He gave me his card and said he would get it fixed. So I felt better after talking to Jose, I went to my concert and had a good time.||Monday 9/15:|I checked out on Monday and when I checked out I asked for the folio. Jose had made some things right and I was pleased at that moment. I left the hotel with no further issues.||Fast forward to Wed 9/17:|I checked my credit card balance and I had 3 transactions from Homewood Suites. Now I should of had one for my 9/12 stay because they separate the check in check out. I should of had one additional charge for 9/13-9/15. Instead I had an extra charge for $54 for food on 9/13 at their restaurant for food, wine, and tip for a meal I never had in the 2nd room I was assigned. I went back to my emails and I couldn't find this $54 charge. So I went into the hilton app and saw a different folio for 9/12 where there were these charges for food that I was charged AFTER I checked out. I called the front desk to see if Jose was still there, which he was but they said he was busy so they said they would have him call me back, now it was 10/11pm PST, the liklihood of getting a call back at this hour was slim so i emailed him so he would see what I see. He responded and said he wasn't sure what was going on, but he would pass my information to Mayra and she would resolve the issue tomorrow because he was off. ||Thursday 9/18:|I called the hotel on my lunch break to talk to Mayra. Someone answered the phone, said they would find Mayra. I was on hold for 45 minutes......no answer, no acknowledgement, just music, for 45 whole minutes. I should of hung up long before that, but I was on my lunch break trying to multi task and grab food while trying to resolve this issue. After 45 minutes the call disconnected. I called back 4 times and the staff pick up the phone and put me on hold, no hello thanks for calling such and such hotel, blah blah. My entire lunch break was a mess after this experience. I also then called again around 5 and still no one picked up the phone, it rings and goes to music, so between holds I spent easily 1hour to 1hour 15 minutes trying to get some assistance for an incorrect charge on my card. I was pissssed! I emailed Jose and let him know what I had gone through and also called Hilton because at this point, no one is even answering the phone to acknowledge the issue.||Friday 9/19:|I called around 915 and I finally got Mayra, spent almost 40 minutes on the phone with her explaining all that I had went through for now a whole week. She was apologetic, but at this point the apologizes are on deaf ears, there were so many problems and this hotel needs to have a major training session on basic customer service and accountability. As a hilton member, forget Diamond level, this experience was no one near up to par and it left a very bad taste in my mouth. After talking to Mayra she was no privy to the situation or what had happened. So I had to start all the way from the beginning to explain the issue again. She said she was refunding me my money but it would take a few days. I'll keep an eye on that refund. However, I let her know that it seems like staff does not know the difference between a supervisor or manager or they take those words literally when I just wanted someone with authority to rectify my issue and that it shouldn't of taken two days to get some partial resolution. I should of never had to meet Jose, much less he should of never had to meet me had this been fixed/resolved right the first night but the issue after issue was just beyond explanation and kind of beyond apologies because there were layers of failures that need to be rectified. ||I would say stay here at your own risk, customer service is sketchy. Always request a receipt...confirm your charges during and after your stay! If you need to escalate an issue, a supervisor is not there until 3pm every day. The Director of Operations comes in a few days a week and is there in the morning, but you have better luck during the week than on the weekend. Once I got someone, there was some resolution, but it was trying to get someone that took the bulk of the work and created additional problems. Oh and they wont be doing a makeover on the beds until later this year, they know it's an issue and a site for sore eyes in almost every room but nothing they can do about it until then.||I am hoping my refund comes to my card in the next few days and that I literally don't have to call 310-215-3300 every...

I think I have just probably stayed at the worst Hilton property that I’ve ever stated in all the years I’ve been staying with Hilton!

This complaint is against the Homewood suites Los Angeles international airport.

1. I was told by the property that they use a shuttle service from the airport that’s called Joe’s parking and to look for their vans. I stood outside the airport exactly where I was told and two of their vans drove by without even slowing down and were on the far lane where you can’t even step out anyways because of traffic and finally when I saw another one, she was in a closer lane, but still did not pull over or had no intentions of slowing down until I flagged her down. When I got to the hotel, I discussed this with them and was told that five previous people had just complained about the same situation where the vans were not stopping. What is the point of having a shuttle service if they’re just going to go driving around the airport like merry-go-rounds?! So while every other Hilton hotel in that area had their vans come by several times while I stood out there for close to an hour it’s quite obvious that they need to select a different van company or we have their own like the other Hilton properties do at LAX!

2. The lounge chair at the pool that I laid on, the cushion was so worn out that the metal bar from the chair was digging into my back

3. when I checked in, I asked the lady if I could have a room with some kind of view. However, I couldn’t even see out the windows they were so filthy. So obviously, I had no view of anything. See photos attached.

4. then on the morning of my departure, I had planned to eat breakfast which that was another disaster. They had expired yogurt on display for people to eat and rotten fruit (orange had green mold all over it) in the fruit basket. They had no hard boiled eggs. I’ve never seen a Hampton or Hilton didn’t have hard boiled eggs! that being said, I have every intention of contacting the food health safety inspector in Los Angeles county this week to have them inspect that place. The employees just don’t care and when I told the girl at the front desk when I checked out about the expired yogurt, she copped an attitude with me. it’s illegal to serve expired food and definitely unsafe!

5. This is also the only Hilton property I’ve ever stayed at with no clock radio in the room on the nightstand

The employees did absolutely nothing to make...

‘Ello Chaps,

Homewood Suites is located minutes from Los Angeles International Airport (LAX), making it an ideal location for those traveling in/out of LAX.

The room is clean, spacious, with tall ceilings, and a well-stocked kitchenette.

The hotel has a beautiful ambiance and friendly staff.

There is a pool on site and small gym.

This really is a perfect hotel for easy access to the airport, rental cars, and/or short stay.

There is a FREE AIRPORT SHUTTLE, operated by Joe’s Airport Parking, so you want to look for Joe’s Airport Parking on the shuttle.

There are food options onsite, with a full service restaurant, lobby-level Krispy Kreme, Subway, and convenience store. There is NO free breakfast, only pay-for breakfast.

3 STARS: If the airport is so great, then why only three stars?

Arriving late at night, we waited about 45 minutes outside on the curb only to have Joe’s shuttle drive by twice. We eventually had to catch a free shuttle to a neighboring hotel and walked over.

The room was quite warm, and not clear if the AC/thermostat was functioning in the room, as there’s a caution sign saying the AC works off of motion activation to preserve energy, etc. Once the system kicked on, it took a very long time to begin feeling any cool temperature.

When arriving late at night, it made it difficult to get to sleep in such a hot room.

For those looking to stay at this hotel because of its airport views – bad news. There is a shade screen on the outside of the hotel, so while you can “see” the airport” you really can’t – and you can’t take photos – because of this sun screen that’s outside the building covering all of the windows.

Finally – PARKING.

In the fine print you will see the hotel charges $60 per night for parking.

Those who do opt to pay for parking will be instructed to park next door in the garage operated by Joe’s Airport Parking.

Save yourself some cash, and skip the hotel parking – and just pay Joe’s. There’s a daily limit of $25. We came in late at night, took the shuttle to the hotel, ubered the next day to the car rental center, picked up the car, and then parked the car in the garage at night. We paid $25 for what the hotel was going to charge $60.

So, it’s a great hotel, but due to the very subjective critical points I have to deduct a few points --- especially considering the rate charged.

It's worth staying here, but def shop around for potentially better...