The LINE LA — Hotel in Los Angeles

One of the worst decisions and experiences of our wedding was deciding to go with The Line. If the central location didn't force us to choose it, we would have chosen a different hotel. I would warn anyone who is considering The Line for a milestone event to stay far away. Seriously.

A wedding is a big deal, but the staff at The Line make you feel like you are an annoying customer, that they will happily neglect and gaslight you, that you are not special, and how dare you bother them. This was apparent from our ongoing, beyond frustrating interactions with Yajaira on the Sales Team, who was rude, curt, arrogant, and slow to respond in her emails with us. We are reasonable and patient people but she made us feel like we were inconveniencing her every time we emailed with her. I think she and many at The Line forget that even though they are in the heart of the tres chic LA (where we also reside), they are in the business of hospitality. That means being humble and that customers come first. Especially customers who are dropping thousands of dollars on one of their most important weekends of their lives - not to mention their friends & family who unfortunately stayed there (and even some who complained to us later about the rude staff, without even knowing about our experience).

Any time we had to communicate with The Line (which required constant follow ups due to infrequent and rude responses, other than with Crystal Nava on Events who had really lovely tone in her emails), that impacted the stress leading up to our wedding because as a vendor they were so unhelpful. The weekend finally arrived and do you think anyone at front desk even bothered to mutter a 'congratulations'? Of course not. However, hot tip: after our wedding we luckily decided to stay at the 1 Hotels in West Hollywood for one night. The moment we got there, the front desk person asked if we were celebrating anything special and when we confessed we had just gotten married, they sent up a bottle of champagne, a card, and a lovely box of fruit. I even posted on social about how I appreciated 1 Hotels over The Line because a hotel - aka one's home away from home - is an important part of anyone's experience - especially one's wedding experience. THAT is how a hotel should treat their guests, and we paid way more to stay at The Line. I feel like they need a reminder.

While I'm here giving examples, when we checked in, The Line assigned us the wrong suite...like a suite where we were about to have dozens of people join us the following day. We had so much going on but had to speak with two people at front desk who eventually brought up a really sassy manager who questioned our bookings, said he couldn't help multiple times because that decision resided with different department, and when I spelled everything out for him he/the staff luckily were able to offer us the correct room. Turns out their Events and Reservations teams don't communicate at all, so the onus is on the guest to fix their mistakes and oh by the way, be super nice to The Line staff otherwise they will give you attitude (which they did). They of course did not offer any credits or apologies or even a small token to apologize for the added stress. On our wedding weekend. You'll see management's response to a review below which demonstrates their weak and impersonal response to the guest experience. It looks like a generic copy and paste.

What else to say? The suite quality is poor. The view is nice which is why we booked it, but the paint is cracking and the room is old. The parking is ridiculously expensive.

I have only ever written a few Google reviews about restaurants I love, but I felt the need to write this lengthy review about The Line. I work in a customer service role. We all work hard for our money and it pains me deeply to know the lack of quality we received, and have even gone to lengths to reach out to their guy HQ.

Again, stay away.

Edit - they just responded and totally missed my point. Again blaming the customer....

Bad experience from start to finish. We arrived at the hotel around check in time and were given keys to our room. When we opened the door the room was in a mess and had clearly not been cleaned from the previous occupants. Used towels thrown everywhere and garbage around the room. It was gross so we went to report it to the front desk. We were given a new room without much apology. The new room unfortunately had it's automatic blinds broken and they could not be raised or lowered. Tired from traveling we didn't want to be moved again and chose to deal with it. At least the room was clean. During our 4 night stay it was evident the hotel has very little sound proofing. It is very loud and you can hear everything outside. People yelling, car horns, construction you name it. After being generally disappointed we checked out of the hotel and confirmed the final pricing with the front desk. About a week later we noticed an additional $80 was charged for our room. We contacted the hotel to ask about this and after being on hold for over 30mins we were Informed it was for items used in the room's mini bar. We did not take anything and disputed the charges. We were informed that after investigation we would be refunded for this charge. While waiting on our refund we noticed a few days later yet ANOTHER charge for 20 dollars instead of our refund. I again called to Inquire about this and was told it was the use of a shaving kit in the room. Once again we never used that so I disputed the charges. I received an email back stating the hotels team investigated and have determined that we did use it and the charges would stand. I once again had to complain and ask specifically which part of the kit was used because we certainly did not touch a shaving kit. A day later I received an email saying we took the whole kit. A few hours after that they backtracked and said their team made a mistake and the kit was removed FROM THE ROOM WE WERE IN BEFORE OUR ROOM TRANSFER. The dirty, uncleaned room had the kit removed by other occupants and they intended to charge us for it. They finally agreed to return our money. It took a few days to receive the money for both refunds. I genuinely cannot recommend this hotel. It is easily the worst experience I've had at ANY hotel ive been to. We spent over a week fighting to get over 100 dollars in scam charges back from them.

In summary trying to scam us on extra charges terrible sound proofing Dirty rooms -The general rudeness of the customer service team (Specifically the ones dealing with customer complaints over the phone) -Half the time the front desk doesn't even answer their phone when you call from a room. When they did, it still took over an hour for us to get towels when we asked for more.

The whole experience seemed like a transaction where they just try to get more money out of you. I won't be back.

Judging by some other reviews here. None of these problems are unique to my experience. It seems fairly consistent across many visitors. There are a lot of other hotels in the area. Go there instead.

On a side note the rooms are also VERY small. Smallest hotel room...

We had a room block at The Line LA hotel for our April wedding, since our wedding venue was located less than 10 minutes away.

Starting from our very first outreach via email, Yajara was helpful at responding to our questions and walked us through the two options available for groups (courtesy discount code and contracted room block). After opting for the latter, we worked primarily with Debbie, who is absolutely amazing. Debbie was proactive with sending us regular updates on our group booking status. Any time we had a question, Debbie was quick to respond. In the final weeks leading up to our event, Debbie turned us over to Mika who helped us solidify the final details of our group’s stay.

Our guests were very pleased with their stay, and we received multiple comments from our guests about how unique the hotel is, how great the service was, how simple the valet process was, and how easy the overall hotel booking process was (including the process to make any changes). Our guests also enjoyed the lobby, and the incredibly convenient location of the hotel on Wilshire.

We also had a Hollywood Hills suite, and the view is absolutely stunning. Upon our arrival, the hotel sent up a bottle of champagne and a really sweet congratulatory note for us to kick off our wedding weekend. We also requested for extra lights in the bathroom, and the staff sent us a vanity mirror and an extra lamp in no time. The shower was very large, but the shower head was quite small and had lower water pressure - but this was the only downside of the room. For such a busy hotel hosting multiple events during our entire stay, we never felt like anything less than a priority.

Debbie also helped connect us with her colleague Taylor to help us plan our after party at the hotel. After sharing our group size and details about what we were looking for, Taylor helped set us up with table reservations at Kiss Kiss Bang Bang. Following the wedding, the entrance process into KKBB was seamless for our guests. And everyone who served us at our table that night were very gracious and helpful.

Lastly, my husband’s family is from Kentucky. Southerners typically pride themselves on their hospitality, and even they were blown away at the staff and hospitality of The Line. In particular, the food & beverage manager Lucas was incredible. Our parents, aunts, and uncles all raved about his hospitality and charm. I think they greatly enjoyed learning that he was originally from Kentucky, and they appreciated that be always made time to chat with them throughout their stay. Because of his hospitality, it truly made the trip to LA so memorable for all of them and for us.

We cannot thank the Line LA hotel enough, and we can't wait to come back during our...