Los Angeles Airport Marriott — Hotel in Los Angeles

This review is from our experience for a day room via Resort Pass. On our way back from our vacation to San Diego over the 4th of July long weekend my husband dropped my daughter and I off at Marriott LAX to relax for 7 hours before our flight to Paris. Check in was fine, but since I booked thru Resort Pass they don’t honor your Bonvoy status in any way, but I knew that up front. Angelica or Angie, was the front desk person and she was nice but proceeded to tell me there is a $50 early check in. But once I told her about the day pass, we both laughed and she went back to get our envelope with our keys. We go down to the 1st floor and the door refuses to open. We try several times because we are in denial that the keycard doesn’t work. I go back up to the lobby and the front desk issues me a new card. Once in the room we had two beds and a decent size shower with a view of the parking lot which was fine because we were there to rest. We didn’t use the inviting pool because we didn’t want to deal with wet swimsuits in our luggage, but it looked nice. We used our food credit to order an appetizer at the bar which by the way is very big and there is ample seating with outlets everywhere at your table area to charge your phone. Thank you to our bartender server, blonde lady with a football jersey on. This was a random Monday July 8th so maybe there was football on that night because other workers were also in their jerseys. Anyhow, we also had tacos door dashed to us. Will review that place later. After finishing our late lunch we pass through the lobby and much to our surprise there are non alcoholic drinks with boba. Like lemonade. The man and woman standing there were gracious and had friendly smiles. With our drinks we return to our room to shower and get ready to leave and yet again, the door won’t open. We are standing there in disbelief because we have less than an hour to get ready and go. A guy walks by in a suit and asked if we needed help. He didn’t have a name tag so I asked if he worked there, and he immediately puts on his name tag. We told him our problem and he texts someone and leaves. A good 10 minutes later we are so frustrated that we are stuck still that I send my daughter upstairs. She said she sees the young man now working at the boba drinks and they make eye contact but he didn’t say anything. She reports our problem but couldn’t get keys because her name isn’t on the room. There I go and have to wait on this big line and I too see the guy that supposedly was going to help us working at the boba table. If I had read his name tag I would tell you his name but he had glasses and looked like my nephew Carlos. Anyhow, a 1/2 hour later we are back in our room scrambling to get ready to go after I made it through the line to ask for a new key. On the way out the nice original guy at the drink station is I’m working in the lobby and tells us to have a safe flight to Paris. As my daughter and I are outside waiting for the shuttle, he comes outside to grab luggage from arriving guests and I tell him I loved our hotel (minus the key to room) and I corrected myself and said “I mean your hotel.” He smiles and says it’s cool to call it my hotel. His name is Darcy and he needs to get an award for great customer service and for his genuine friendliness towards all guests at the Marriott LAX. My daughter and I had a nice send off thanks to Darcy. He could have cared less like the other boba guy who saw both my daughter and I locked out of our room and didn’t...

I booked a room at the LAX airport Marriott for the evening (well day actually but I booked an overnight rate just in case) following a cruise but before a red eye flight back to NJ. I had done the same thing about a year ago and had a great and relaxing day at the hotel so I opted to do it again this year.||My room was ready for me just after 9AM when I arrived and I was early enough to be able to use the M Club for a quick breakfast (which ends at 9:30 AM). I get M Club access due to my Titanium status. The M Club here is on the top floor (18 if I recall correctly) and it has sweeping views of LAX so it's awesome for avgeeks like myself.||The room was very comfortable, had a king sized bed, fridge, coffee maker, nice big shower (I'd been on a 2.5 week cruise just before with a shower that could be described as miniscule) so I was very happy to be able to comfortably take a LONG shower and a nice nap.||There's a big screen smart TV, safe, iron/ironing board as well. Air conditioning worked VERY well. It was a tad chilly in California, but I was able to get a comfortable temperature in my room.||I grabbed a burger and sweet potato tots at Hangar 18, one of the restaurants in the hotel. It was very good but the tots could have been hotter. I will say that due to the design of the lobby/bar/restaurant, it was kind of cold while I was eating but again, that's due to design and the colder temps that LA had a week or so ago.||I also checked out the evening offerings in the club before I departed for my flight. They had pasta, several hot appetizers like mini empanadas and spinach puffs, plenty of charcuterie options and soft drinks. There's a full bar as well, though those drinks are not complimentary. You do have access for sodas, coffee (with a nice espresso machine) and water 24/7 .||The shuttles run constantly but I will say that you should allow 30 minutes to get to LAX due to traffic, construction and mayhem. It's LAX, it's crazy. Shuttle drivers are very nice.||A few associates deserve recognition Johar at the front desk should be promoted. He's SO nice with guests and has a fabulous sense of humor. Caught me off guard when I checked in and I burst into laughter. I'd hire him 1000 times if I was a hotel (or any) manager. 15/10!||Rosie in Hangar 18 managed to remember me from December 2022 which I hope is good! LOL. She's a very nice person and works hard. Finally Chris (and the others too, but i forget names, sorry) at the bellstand was very helpful and pleasant.||I didn't have a car (hard to park a cruise ship or plane) but self and valet parking are offered for a rather high charge (IMO). I do not like that LA county assesses fees to hotels for panic buttons for housekeepers. I am not sure if this "tax" is a county mandate OR if it's something that hotels are passing on to guests. Covering such devices is a cost of doing business and if this IS a county fee (I know the buttons are required), it's ridiculous and a money grab but I digress.||The only option is to find a hotel outside of LA county. That said, this is one of my favorite airport hotels and I'll stay again if I find myself back in LA. I'd like to actually stay overnight but this trip it wasn't possible (unless of course my flight had...

If I could give zero stars, I would. But after not hearing a word back from Marriott regarding this email I Sent (email pasted below), I thought it would be appropriate to make a review. I think this email says everything needed to be said to paint the picture of how awful the customer service was.

Hello. I would like to let you know about the experience my partner and I had at the Marriott LAX Airport located at 5855 W. Century Blvd, Los Angeles 90045.

It is my sincerest regret to inform you of the absolutely worst customer service experience I’ve ever had. I wanted to write in to you personally before considering writing a bad review for the hotel online.

I am in the aviation industry as flight crew, and I have been in this profession for over 8 years. I have stayed at countless hotels over the course of my career, however, Marriott has always remained a favorite for me. That is why I chose to set up a Marriott account to ensure that my loyalty lies with Marriott for any of my leisure travel.

Upon checking in to the hotel, I was informed that there was no way to use my Apple Pay or any card I had in my Apple Wallet on my phone. The card that I used to book the hotel was on my Apple Wallet and unfortunately I didn’t received my physical copy before flying out to Los Angeles. I asked the gentleman to take the card information that I had on my phone (it had all the card details including the expiration date, security code, my name, etc). Not only did he say he couldn’t help me, he made it a point to completely degrade my partner and I as we scrambled to figure out how we were going to pay for the hotel, as we had already been under the impression that it would be of no issue to use my card that I had on file with the hotel and in my Apple Wallet. I was completely mortified by his absolute lack of basic customer service skills, humanity, and empathy from this employee.

My partner ended up having to shell out more money from an entirely separate savings account in order so as to just maintain what little dignity we had left, as this was going on in front of many guests checking in beside us and waiting in line behind us. To say we were absolutely mortified is an understatement.

In my requests upon booking the room, I only requested to be on a higher floor and with a couple of extra towels. Instead, he gave us a room that was a floor beneath the lobby, next to the pool, where there was loud music playing from around 8am to 8pm. After getting our things settled in our room, I went back upstairs to try to talk to the same gentleman and see if there was any way we could reach a different arrangement. I gave him a chance to try to salvage our sour previous encounter, however I was met with the same unapologetic attitude.

We stayed two nights, and every time we passed by the lobby, he happened to be working and we felt incredibly unwelcomed and uncomfortable even having to pass him. I’m sorry to say that this whole experience completely ruined our vacation, and we just wanted to go home because of this.

I hope there’s a way to make this right. I have been a Marriott loyalist even before setting up my Marriott account, and I would just hate to blast this property online and take all of my business elsewhere...