Renaissance Los Angeles Airport Hotel — Hotel in Los Angeles

3 star experience if that is what you are looking for. Location is close to the airport and the shuttle service to the hotel was fine. This was a stay that was satisfactory and disappointing - certainly nothing exceptional. The bottom line if you don't want to read the details is that the lobby and restaurant/bar are fine, rooms are okay, and the location is minutes from the airport. It is a coroporate run hotel that does not empower its people to help.

A shout out to Markashia on the front desk who was the one person that did go above and beyond to assist! I am staying for 2 nights for a conference at the hotel and it is usually more convenient to stay at the property where the conference is held (may not have been my best decision this time). The booking was somehow messed up (I booked through the conference months in advance for the group rate), likely an issue on my part, but I arrived without a reservation - this is where Markashia shone. As I searched for my confirmation and other front desk staff could only tell me that the hotel was fully booked, Markashia did find me a room, and let me know that I would have to check in at a higher rate and get the rate adjusted to the conference rate the next day with the manager. That was not meant to be - adjusting the rate from $250 to $175 would throw off their corporate metrics apparently, so after being told at check-in it would not be an issue, once I was there the corporate-over-customer attitiude took over. At least I was not paying for parking.

The lobby is well appointed (if small) and tastefully decorated, I did eat a couple of meals at the restaurant and bar and both were quite good, with decent service. Live music at night was a nice touch. The rooms are tired as it seems most of the properties in this area are. While the location is close to the airport that means that there is not much else in the neighborhood. Walked the area to try and see something intersting and local, but all that can be found in close proximity is airport hotels, rental car return lots and airport facilities. As of the rooms: TV's are large and functional, lots of outlets to hook up devices, desk is functional, no chair for reading, small fridge and a few drawers to store clothes. There are actual hangers in the closet that you can remove to hang your clothes which is always a plus. Included in the photos you can see that the rooms are not cleaned well. There was dark long hair on the bathroom floor the first day and after having the room serviced it was just moved to another part of the floor (that is not broken tile in the photo). The shower grout was mostly clean - they have that going for them.

Had to print a document to sign and that was a time consuming and frustrating experience. The 'business center' is 2 computers and a printer that you must use - at least I was eventually successful once the computer was rebooted and they found paper for the printer. It was against 'corporate policy' to email them a file and have them print it (a practice that I use at hotels all over the world quite regularly). Leaving in a few hours and have a phone call scheduled to last until around 12:30, so I contacted the front desk for a late check-out and the policy-over- guest experince again came in to play as I was informed that they could accomodate 12:00, but they would charge me for any time that I sttayed past 12:00. There would not be any exceptions to this!

I do not have elite status with Marriot Bonvoy (and based on the few experiences I have had at their properties will not be pursuing it anytime soon). I do have Diamond status with multiple other hotel groups so perhaps my expectations are different as to how a guest should be treated. Will not be returning as there are too many other options where the guest experience is much, much better. I will say that staff are friendly and cheerful, but it is all on the surface as they are continually bound by...

We recently visited LA, all the way from Canada for the first time to celebrate a birthday. We planned to watch the RAMs game and chose to stay at this hotel due to the proximity to SoFi and the airport.

We are frequent travelers & Bonvoy members, & usually book w. a corp discount. We travel a lot during the year, and always book Marriott hotels because we always have an amazing experience. So imagine our disappointment when we didn't receive the top tier experience we were accustomed to.

We initially had two reservations booked for 4 days (Friday to Monday). However, a few days prior to our flight, the airline alerted us that there would be a schedule change, and our flight would be arriving in LAX on Sunday morning at 8am rather than Friday evening. We immediately called to advise the hotel to inquire on our options.When we called the number attached to the email, it connected us with a customer service centre. The agent advised us to give a call directly to the hotel and gave us the number, as they could better assist. When we got through to the hotel, we spoke to an agent (Lillian). She was super friendly and professional. We explained the situation to her and asked her to give us an idea of the options available to us. She told us that we basically had two options. The first was to change the reservation to Saturday to Monday, despite not getting in until Sunday, and that would assure we have access to the rooms for Sunday morning, rather than waiting for check in at 3/4pm. The second was to pay a $75 per room fee for early check in on Sunday, but access to the rooms would not guaranteed. Considering we already knew that the day would most likely be hectic, as we would be flying in on game day; and would want to eat, grab our rental car and indulge in game day fun prior to the game, we opted to have her move the reservations from Friday - Monday to Saturday to Monday, and agreed to pay for Saturday night even though we were not going to be there until Sunday morning. She assured us the updates were made and that she would also make a note to the file, so that her colleagues would be aware of the situation.

On the day of our arrival, we were greeted by a rep, Tyler, who advised us that our reservations were canceled because we were considered a no show. We explained to her that we had called days prior to advise of our situation. She eventually told us that she did see a note on the file, but it appeared only one of the reservations were changed from Saturday to Monday, and there wasn't much she could do outside of advising us to rebook both rooms. Eventually she said she would speak with her manager, who agreed to reinstate the updated reso but said she couldnt do anything about the other room as her colleague (Liliian) never should've made the changes. After a myriad of back and forth, finger pointing, and suggesting we were out of options the mgr allowed us to rebook the extra room with our corp discount. We asked for confirmation that this time things were updated and good to go.

At check out, we were again in the same issue as we were being charged the extra fees for the supposedly canceled rooms (from Fri-Monday) despite Cheney confirming everything would be fixed. Rather than trying to explain things again, we simply asked for the MOD (Shane). We explained everything that transpired and he seamlessly rectified it all. If this rating was solely based on our interaction with manager Cheney, and the lack of accountability, it would be a 0/10. However, special thanks to Shane for saving the day and being professional, Lillian for attempting to assist and Tyler for doing the best she could.

What truly disappointed me about all of this was, the lack of accountability from Cheney (the manager) as she was more focused on pointing fingers at her employee, than taking ownership and doing what was necessary to make it right. As a loyal client, I will certainly never make the mistake of booking this...

I arrived very early for check-in (945am) and understood I would not be able to actually go to my room, but usually you let the front desk know you’re there, you get checked in and they notify you once the room is ready. Here, they wanted to charge me a $75 “early check in fee” even though I wasn’t asking to be placed in a room at that point and they weren’t even offering that. They just wanted $75 to talk to them before 3pm. So I declined (they did not offer to hold onto my bag) and went to my work function for the day. I returned around 7:30pm and was finally able to check in. I was assigned a room on the 2nd floor, which would usually irk me being on such a low floor, but I recognized that I checked in late so just dealt with it. After a lovely couple of hours eating in the on site restaurant, where the staff was fantastic, I went up to my room. I took a shower in luke warm water because the hot water refused to rise above a medium temp. And when I finally went to lay down found the bed was so firm as to be almost unacceptable. It felt like trying to sleep on a lightly padded church pew. But again I was tired after a long day so I tried to get some sleep. Unfortunately, the horribly uncomfortable bed wouldn’t allow me to sleep for more than a few hours at a time. Around 430am I finally gave up on trying to get some rest and sat up. I ripped the duvet off the bed and the light of the tv in the dark room shining through the white duvet revealed, to my utter disgust, large splotches of mold in the inner lining of the duvet. I immediately tried to call the front desk but no one picked up. So I got dressed and went downstairs to find them all standing around just not answering the phone for whatever reason. There was a lame attempt at saying “I think that’s just the fabric” but to the attendant’s credit she did not give me any push back when I asked for a different room with a better bed. The change was made swiftly with little fuss. I was switched to a room on the sixth floor with a MUCH better bed and no mold in the duvet and I was able to get some sleep. But honestly it still makes me mad because while I understand higher floors, better amenities, why in an international brand like Marriott would there exist ANY situation where the BED was little better than a padded bench? The bed, seriously? You couldn’t cut corners anywhere else? You don’t even clean the linens properly. I’m disappointed. My company does a lot of business in LA and the hotel is very conveniently located to our needs. But we’ll be staying somewhere else if they can’t guarantee a minimum level of comfort and hygiene on...