W Los Angeles - West Beverly Hills — Hotel in Los Angeles

I have a story for you, one that captures my life in a nutshell, showing how quickly things can go from calm to chaotic, all within the span of just a couple of days. It's a reminder that life has a way of spicing things up when you least expect it, just to keep you on your toes and remind you that it really is what you make of it.

It all started with a bit of a struggle to get my birthday off from work. The day before my birthday, my friend/lover went MIA, and I had to call him to ask if he was planning to come see me the next day. He was hesitant at first, but we decided to be spontaneous and keep things open-ended. By 6 PM the night before, while I was still at work, we confirmed that he would come down, but there was one small catch: he'd be driving my car. (A whole other story, trust me; I'm full of them!)

I was excited he said yes, so I immediately started looking at hotels. Since I'm a front desk supervisor for Marriott my friend/lover mentioned the W in West Beverly Hills. I went ahead and booked it, but of course ended up booking the wrong location in Hollywood by mistake. Lol Panic mode set in when I realized I couldn't change it on the app, so I called the hotel, hoping they'd help me. They were amazing! The staff was so kind and accommodating, and they let me rebook at the right location as a courtesy. I managed to cancel the original reservation and book the W in West Beverly Hills, where everything turned out to be perfect. From the moment I arrived to the end of my stay, the service was exceptional.

On my birthday morning, I called the hotel at 6 AM and spoke to a lovely lady named Tiffany. She was an absolute doll and made sure the entire staff knew it was my birthday. Mason was helpful as well. I had asked about their early check-in policy, but I ended up not needing it since my friend/lover didn’t arrive until around 4:30 PM. Once he arrived I was beyond happy to see him. He makes me really happy on the inside. If I’m being honest, part of me felt like I had kind of forced him to come, which is never a great feeling. Still, we settled in, and then around 6 PM, we went out for dinner. We had a blast, but ended up getting back pretty late. We decided to take a little cruise in the Chevy Camaro SS (I’m all about being the passenger princess when he drives!). When we got back to the hotel, I walked into the room and was greeted with the most lovely surprise: a platter with champagne, two wine glasses, and a letter addressed to me with my last name on it. The letter was sweet, and there was even a little gift inside. Then, to top it all off, there was a slice of cake waiting for me, which was such a thoughtful touch!

Traveled here as I could not go home to Tampa due to the hurricane. ||Had an amazing check in experience with Mason. Also had a great happy hour dinner at STK. Jasmine and Dom were great bartenders! I know STK is a separate company but just wanted to mention them so if you read this you go check it out separately from the hotel.||However, that is where the positive experience ended. I go back to my room after dinner to get ready for bed and find that the room had not cooled down from when I checked in and there was barely any air coming in when I had the AC turned up. I called down and they sent engineering up right away. He was super friendly and said he would try to fix it. He did some things to it and then went back downstairs. I then receive a call telling me that the HVAC is broken in my room and I can either open my windows or move rooms. I elected to move rooms since it was very warm as the high was in the 80s today. I was unpacked and in a robe ready for bed so was really not happy that I had to pack back up after flying here today and was about to sleep. |They told me to call down when I was ready for the key. I call back down and they place me on hold and tell me they got me a room on the same floor so I wouldn’t have to go far. I asked if there was anything they could do for the inconvenience. They tell me they can give me a $50 food and beverage credit. I asked politely if there is more that they can do as $50 basically buys you one or two drinks in LA and I didn’t feel that was enough. They said they can do $100 and that was more than generous that I am staying on an explore friends rate. I let them know I work in hotel management and I really don’t think that is a fair reason to not treat me like any other guest. They told me “you should be more understanding if you work in hotels”. They then said the room they would give me is an upgraded room on a corner as well. I said okay thanks and they bring the key. I go to the new room to discover that it’s not an upgraded room, but it’s a handicapped room (not as nice as the original before). At this point I am very annoyed and I call back down as I was not given what I was told. ||The employee picks up on speaker phone and I can hear one of their employees in the background speaking badly about me. Now I am ANGRY. I let them know that I could hear what was just said about me and that I was not given an upgraded room on a corner but a handicapped room. They told me that I said I wanted to be on the same floor (which I never said). I told them I never said that I cared what floor I was on. They are the ones who told me they would get me a room on the same floor and I was pleased with that. They also said “if you work for Marriott you should know you’re a reflection of the person who filled out the form and you should not be combative about the room.” I also do not work for Marriott and never said I did. I explained to them that no matter who I am, what rate I am staying at, and regardless of working in hospitality or not that I would never tell a guest how they should act or to be more understanding. That is completely unacceptable. I let them know the way that they are handling the situation and speaking to & about me was horrible. I let them know I want the upgraded room that I was promised on the phone. They then say they will send up a key for the corner room on the floor above. I then wait about 15 minutes for someone to come up with the new key. Finally I get the new key and at no point in being delivered the new keys from Lin did I receive an in person apology for this customer service. |I am now finally in a nice corner room with AC. |I have never in my life had such a horrible hotel customer service experience and I travel frequently & all...

If you are searching for a hotel near UCLA, Westwood, Beverly Hills or Hollywood- stop right here and book! This is truly our favorite LA hotel for so many reasons. We just completed our third stay and already have our fourth and fifth booked. Here’s a list of highlights:|1- the people are all the friendliest and most thoughtful customer service people we’ve encountered (even compared to the Fairmont and other five star hotels)|2- A basic room is extremely large and offers a separate bedroom with door, living room with desk/dining table and refrigerator/bar area (and very comfy beds with quality, smooth sheets). The suites are amazing!!|3- Lounge areas- there are several very nice areas to hang out with friends or family without feeling like you are in the main lobby area. There is also a brand new lounge area that was just added as part of the front entrance remodel. It is SO cool!! My designer wife loved hanging out in there the most- the colors, furniture and lighting are really awesome.|4- Beachhouse restaurant- this can’t be emphasized enough. We are NOT a hotel restaurant kind of couple, yet we ate dinner at the onsite restaurant 2 out of 3 nights as the food was phenomenal. It’s an upscale Tex Mex kind of menu with really interesting dishes. It also has things like oysters on the half shell. Highly recommend the nachos! There is also a really nice upscale 2nd bar on the other side of the hotel with tons of seating.|5- Great housekeeping. Shout out to Lidya!!|Some other things to note: This hotel hands out free bottled water like you wish all hotels would do -but don’t. Valet guys are really great. You will not be waiting to get parked or retrieve your car. The hotel has concierge (which we didn’t need). The location for anyone going to UCLA or Westwood can’t be beat, but it is also very central for going to Hollywood, Santa Monica, Venice, etc. without having to be around those crowds all the time. (It took us 13 min to drive to SM.) The pool area is very nice although we didn’t use it during our stay. It is private and has very nice loungers and cabanas if you are into that. The hotel is very kid and pet friendly. They have nice dog treats and one day they were making root beer floats in the lobby for guests.|We will absolutely return to this hotel every time...