Sunset West Hotel, SureStay Collection by Best Western — Hotel in Los Angeles

This hotel is not for families. We selected it based on being close to Universal and prior reviews... The front staff was nice for what they are working with. The hotel is "newly" remodeled, but was done by an extremely tight budget or by a contractor who knows nothing about hotels. The shower curtain was to short for the shower, so when you shower water flows straight to the bathroom floor. There are no towel hooks in the room so all your towels are needed to dry the floor and no way to dry them. The towel rack they sit on is small so you only get 2 towels. We had 2 adults and 2 kids and a flooded floor with 2 towels and 4 hand towels. The walls were sprayed a thin layer of paint but the stains were coming through. The tile floor was already breaking on the edges because the metal tile edge was installed improperly. The lament floor was a dark color but my wife used one of the 4 hand towels to wipe up the floor and realized the floor is just dirty not a dark color. The breakfast was a coffee out of the employee lounge. The normal place for breakfast was locked to customers and every transaction was done through bulletproof glass. I sign was up that this was due to Covid, but the "breakfast" was out of the employee lounge (dirty closet with staff frustrated their break is interrupted), so not sure their covid measures are effective. On one of the days we were at Universal, when we returned the maintenance room had flooded into the hallway and into our room. We were not notified but a towel was placed in front of the closet to hold the water in and we had a puddle formed under our door upon reentry. The pool was dirty and in disrepair. The neighbors to this hotel are a homeless encampment, and a strip club. The other customers of the hotel were girls dressed for a party/club at all hours of day. Based on this and previous reviews we based our stay on, this hotel is for drunk party people. If I was drunk the remodel looks nice. If I was drunk the pool looked fun. I was not drunk and was looking for a family hotel....

Room was completely disgusting. Floors had hair from different people all over it bathroom had clumps of hair on the floor. Shower drain had hair. The toilet was so close to the sink your body was pushed into it and I’m a skinny person but it was still uncomfortable. The bedding was dirty had spots, hair and stains on it. Under the sheet there was spots of blood on the below sheet. The staff didn’t believe you when you said it was dirty, made excuses, and when I finally showed them and took house keeping to my room they finally believed me. It wasn’t just one room it was multiple because when I brought it to their attention they just tried moving us to a different one but it was the same exact thing . Only took $50 off the bill when we paid $195 per night for complete filth along with us being uncomfortable even sleeping in the dirty beds. The furniture was sticky and they did not wipe any thing down . Both mornings the staff was sweeping around the pool and small drive way, they cleaned the outside more than what they do to the room. I don’t know how long it was since those rooms were cleaned. Just because you fold blankets and make it look nice doesn’t mean it is. Parking was a complete mess and impossible to find, they were doing renovations that should have been done in the winter & not going into spring. The night staff was asleep and you had to keep waking him up when we had the issue with the room the night we checked in . Also the toilet paper roll was half way used and just left there but I mean it shouldn’t of been a surprise considering everything else .

Their reasoning behind it being dirty was “they use the same mop on a few rooms so it tracks the dirt in, also the “head” house cleaner said she wasn’t there for a few days so that’s why it’s not clean” the manager of the spot tried apologizing and saying “this isn’t how we do business, blah blah blah I’m sorry”

Do not stay here spend the extra money...

Our overall stay was disappointing , thanks to our check-in experience with Raihan at the front desk that left a deeply negative impression. Raihan's attitude was dismissive, unprofessional, and bordered on outright rudeness. His tone was condescending and unwelcoming, making us feel uncomfortable from the start. Despite us politely asking a simple question about the credit card policy, his aggressive and patronizing response was completely unwarranted and inappropriate for someone in the hospitality industry.

Raihan’s communication skills were also lacking—his unclear instructions about the Wi-Fi led to unnecessary confusion. For example: instead of telling us that the code on the card is the wifi password he said it’s the wifi which was unclear and may confuse guests that that’s the wifi name. This, combined with his judgmental demeanor, demonstrated that he is ill-suited for a role that requires patience, empathy, and strong interpersonal skills. Interactions like this sour what could otherwise have been a pleasant stay.

Other minor issues included a bathroom ventilator odor, poor soundproofing, and the neighborhood environment, but none of these compared to the negative impact of Raihan's behavior on our experience. Improvement in staff selection and training is urgently needed to prevent similar experiences for future guests.

There are still some plus points though if we take out Raihan from the equation. The other reception and housekeeping staff are friendly and helpful. The hotel is located close to the main attractions in Hollywood and the free breakfast (which is pretty decent considering it’s free / included...