The Westin Los Angeles Airport — Hotel in Los Angeles

The hotel is located near LAX and the property looks impressive updated, and in great condition. The lobby area is massive and continues onto a hotel bar seating areas and a restaurant. The front desk staff is very friendly and even accommodated a room request since it was available. Their customer service also extended throughout the entire stay. The lobby bathroom area has empty space there where it feels like a console table should’ve gone in the niche. The bar wasn’t too busy when my friend and I went; the bartenders were nice. Parking was very, very expensive. If you don’t have to drive then try not to bring a vehicle. it did have in and out privileges and after you check in, you can use your key card to leave and come back into the garage. We did have to park on the third level so expect the first couple levels to be full near the weekend or busy times of the year. So just know, check the hotels website or in the app for parking prices. After you park, you will have to go to the ground level as the other levels do not have access to the hotel and the hotel access is on level one.||I entered the room (975) and found it very comfortable and updated. Make sure when you’re going to the room to check the directional signs. Throughout the stay of the housekeeping, staff was great and even greeted us anytime we went through the hallway. I found the room to be very clean, but there were two things that bugged me during the stay which I did express to the front desk, a couple of times just to make sure I provided feedback. The bathroom door had a nice glass panel that was frosted and was installed with automatic closure hinges which can be annoying. If you’re the only one staying in the room and going in and out of the bathroom. Something to resolve that is to bring a doorstop. The other thing that annoyed me with the bathroom was the automatic light switch. The concept was a good idea and thought, but in actual usage it was very annoying. Just know while you’re taking a shower the lights might turn off so you may want to use your phone in the bathroom just in case it does while your mid shower with the flashlight. I’m hoping with my feedback I provided that the hotel will put a traditional light switch in the bathroom to prevent guests from tripping over the shower threshold or slipping on the floor because of darkness during when showering. I did call the front desk to let them know about the light switch issue and the front desk called me back two more times just to follow up with me which I appreciated. The showerhead and the handheld shower were great touches and worked great. The shower drain was clean and so is everything in the bathroom. They do use plastic disposable cups that are wrapped if you need them. If you miss the towels, they’re underneath the sink on a shelf so don’t think they’re missing.|The main room greeted you with a sense of comfort. The heavenly bed wasn’t as comfortable as I thought it would be, and my friend also agreed with me. We did not get good sleep on it, but this is very subjective to an individuals type of mattress they prefer. The sheets were great as usual. The view we had of the airport was great and it was at the end of a runway so for aviation fans this is a great room. I will say, if you get one of these rooms that faces the airport you will hear the engines until the airport stops for the night for me, it wasn’t that bad and I just had some background music on the TV when I logged into my YouTube account and have that playing while I slept. The TV resolution didn’t seem too good whenever I turned it on one of the streaming services that you’re able to log into on the TV. I stayed at another Marriott property prior and the resolution was a lot better on their TV but they were two different brands on the same system. The couch was very comfortable and it was nice being able to lean up against it to watch the air traffic coming in and leaving. The room did include beverage fridge that I would not recommend storing food in because of temperature, and it also has wall mounted safe in the closet. The closet also had a robe with the standard hangers and ironing board.||Overall my stay at this hotel was excellent. The staff’s communication and follow up were the things I will always remember from this day along with the clean room. Customer service like this is the reason people stay loyal to a brand. Just knowing the overnight front desk, person who answered the phone called me three times to make sure she followed up with me was Nothing I saw at other hotels. Every employee I encountered at this hotel provided a friendly atmosphere. I would definitely return to this hotel. I guess this is the reason my friend recommended that I book our rooms here....

Update: 3 weeks since I complained. Deep disappointment and frustration following the abysmal service my family and I received at The Westin Los Angeles Airport, a property I once associated with Marriott's renowned standards of excellence. What was meant to be a joyous family vacation from Toronto turned into a Christmas Eve marred by unprofessionalism, disrespect, and a complete disregard for customer service.

The incident began when I received an email on checkout day stating that self-parking fees had been deducted for four nights—despite never using the parking facility. Believing I would be dealing with a trained and professional team at the front desk, I approached with the expectation of resolving this matter efficiently. Instead, what greeted me was indifference, poor communication, and, frankly, blatant disrespect.

When I approached the front desk, I was neither welcomed with a "good morning" "how was your stay" nor extended a simple "Happy Holidays" or "Merry Christmas," basic gestures of courtesy one would expect during the festive season. Despite this, I remained polite and greeted the staff with a smile. Laura, the front desk employee, acknowledged the parking charge as a possible mistake and assured me that it needed to be addressed with valet services. I asked her to kindly escalate the matter. After reaching out, she returned with no case number, no documentation, and no timeline—just vague assurances that an internal investigation would take place.

Unsatisfied with the lack of clarity, I requested to speak with the manager on duty. Yvette, the manager, emerged with visible irritation, her body language screaming annoyance before I even had a chance to explain the situation. When I calmly described the issue, her dismissive response was: "This isn’t our first rodeo.” No apology, no attempt at resolution—just a cold, condescending attitude.

I asked why an investigation was needed when it was clear my car had never been parked in their facility. I emphasized that I was addressing this out of respect for their process, rather than escalating to Marriott Corporate or disputing the charges with my bank. Instead of resolving the issue, Yvette raised her voice, said, “Have a good day,” and walked away mid-conversation, leaving me and my 10-year-old daughter stunned. My daughter later asked me, “What’s wrong with that lady?”—a question no child should have to ask about someone in a position of service.

When I muttered the word “attitude” under my breath, Yvette returned, raising her voice further, accusing me of having a bad attitude, and laughing at me mockingly. It was demeaning and humiliating, all in front of my daughter, front desk and other guests.

Adding to the frustration, the valet team later confirmed that they hadn’t issued the parking charges—the front desk had. When I returned to Laura for clarity, she claimed that afternoon staff "agents" handle such matters. Despite my repeated requests for a case number, a timeline, or anything in writing, I was left empty-handed, treated more like a nuisance than a paying guest.

This experience reflects a troubling pattern of incompetence, poor training, and outright disdain for customers. It was clear that my concerns were not taken seriously, and I couldn’t help but feel there was an element of stereotyping based on my appearance.

Marriott properties have been a significant part of my travel history—I even hosted my wedding at one. But after this incident, I cannot in good conscience continue to support a brand that treats its guests so poorly.

I will be taking my business to other hotel groups that value their guests and uphold standards of respect and professionalism.

This isn’t just about the money—it’s about the principle. No paying guest should ever be made to feel disrespected, dismissed, or dehumanized. I sincerely hope this message reaches someone who understands the gravity of the situation and is committed to making meaningful changes. I would appreciate since I have rasied my concern over a week ago on the 24th of December...

I've stayed here twice and both times were disappointing, and I do not plan to ever go back.

Recently I stayed this past Monday. I booked with a free night award worth 25k points + 6000 points for a total of 31k points. The free night award expires in two weeks, so this was my last opportunity to use it before it expires. Yesterday my stay posted to my bonvoy account in my app, and significantly more points were deducted from my account than should have been. Upon inspecting the app, this hotel deducted 31,000 points from my account and the free night award was NOT USED.

I'm extremely disappointed as the free night expires on Feb 24, AND I would not have wasted 31,000 points to stay here one night when there were other better options to pay with money. Also, i always try to redeem points stays in blocks of 5 nights to maximize their benefit. Essentially, I got scammed out of 25,000 points by this hotel and will likely lose my free night award as i will be unable to use it before it expires. I spent a lengthy amount of time on the phone with the bonvoy elite line today and no resolution was made other than they would escalate my case and email me within the next 5 business days. THIS IS UNACCEPTABLE!!!

As for the stay, the shuttle from the airport was running very slow on Monday night. I waited 35-40+ minutes outside in the rain. I watched 4 Marriott/Renaissance shuttles drive by and regretted not staying at those properties as i waited in the cold rain. I checked in online, however they never gave me a digital key. So then I had to wait in a lengthy line with a van completely full of people. Nobody was at the front desk when we arrived around 11:45pm. I went to the platinum/titanium line, but one worker came out and started helping people in the main line and completely ignored me in the elite line. So I ended up going to the back of the line with everyone else as it was clear platinum status meant nothing in the checkin process at this hotel. I checked in in the app on hopes to avoid this line as it was a late night and I was leaving early in the morning and had a short amount of time to get rest. They gave me a lame excuse that they could not give me a digital key without checking my ID.

The previous stay a year ago was also awful as well. I stayed for 2 nights and dropped off my dry cleaning after i checked in the first day. I asked if my laundry would be ready to pick up the next day and I was told it would be there by 6pm. There was nothing to indicate that there would not be laundry service over the weekend. My dry cleaning didn't show up the next day, but I was gone all day and didn't need the day cleaning until the last day of my stay. Finally the last day of my stay I went to the concierge desk to find out where my laundry was and I was told it wouldn't arrive until 530pm that day. I was checking out at 4pm and flying out of LAX that night. I asked if I could stay even later while I waited for my laundry, which they did allow me to stay in my room until 5. 530 rolls around and the dry cleaning still hasn't arrived, and they make calls and find out it's running late. The laundry FINALLY showed up after 8-830pm. I was almost late to the airport. I was forced to sit and wait for hours on uncomfortable chairs in the lobby as they told me I would have to pay for another night to extend my checkout later. No meal voucher or any compensation was offered for my trouble. They wouldn't even comp the dry cleaning as they claimed it was a third party vendor they are not responsible for.

I should have learned from my first experience a year ago and avoided this awful hotel. Beware if you decide to book this place. Customer service is rude, bonvoy status and loyalty is meaningless at this property, and they will scam you if you use a free night award to book your stay. ...