Residence Inn by Marriott Los Angeles LAX/Manhattan Beach — Hotel in Manhattan Beach

As a long time Marriott customer for business and personal travel, my preference would be to address any negative concerns that I might have privately with hotel management. However, since those attempts I failed, I’ll share how sorely disappointed I am in my recent stay at the Residence Inn Manhattan Beach - good location but not so good stay. Unfortunately, I should have read the reviews on this property and news articles on the history of criminal activity at this hotel before I booked my stay. I was unaware the property would bill my cc the full price of my stay along with a security deposit of $1,000 for the “penthouse suite”, which was nothing more than an outdated, two story room that was not cleaned thoroughly (photos taken and will add with review updates). My cc company flagged the nearly $2,000 charged to my account at the time of my check-in as being unusual/suspicious. Noteworthy, I had just checked out of a category 6 Marriott hotel in downtown LA after a 4-night stay and had a significantly less security deposit. Nonetheless, I called the Residence Inn front desk 3 times and was unable to connect with a manager. On my 3rd day at the hotel I called the front desk again and told the clerk that I had a financial matter that I needed to discuss with a manager. I never shared the nature of my concern and the front desk clerk said that I would need to speak with manager, Paul Harvey, and I left a message for Mr. Harvey to call me. I then contacted Marriott customer care and spoke with 3 representatives, including a manager, and each of those individuals went through the booking process and concluded that at the time an online reservation is made through the Marriott portal, there is NOT a notification that states a $1,000 security deposit will be required upon check-in (simple contract law). I waited all day and did not hear back from a hotel manager. I called late in the evening trying to reach a manager prior to my departure the next day. I spoke with a front desk clerk who identified me by my room number and proceeded to address what she believed to be the issue that I had requested to speak with a manager about. (Note: This was not the respectful, kind and professional young lady that check me in.) This clerk not only lacked a full understanding of the issue but she was clearly inexperienced in managing customer complaints. She went as far to tell me I should have read an email that was sent to me after I booked the reservation and I would have known about the required deposit. Not only was this a poor and improper response, it also showed a lack of quality customer service and professionalism that I have come to expect and appreciate with the Marriott brand. Furthermore, I had not previously shared any of my concerns with this individual or any other hotel staff as I was waiting to address these issues (room deposit, unpleasant room odor, lack of overall cleanliness, broken towel rack, etc.) with a member of the hotel management team. This was not only my preference but also suggested by Marriott customer care. However, the hotel staff had evidently been informed of and had discussed the deposit issue amongst themselves and decided they would follow a typical practice/ protocol that appears to be ‘setting the guest straight’. For the record, I clearly understand the purpose and necessity of a security deposit but I expect notification at the time of booking my room, as well as a walk-through of the so-called “penthouse suite” when I check-in so that I can confirm the overall condition of the premises and opt-out of my stay if the room isn’t in satisfactory condition. This is only reasonable and a fair exchange when requiring a $1,000 security deposit at a category 3 hotel with subpar accommodations. Yet, after speaking with other guest at this location I’m very curious how some guest managed to get their security...

Please pass this note on to upper management so that a proper resolution can be made. Thank you.

We were initially given a room that appeared to be nice with a beautiful and spacious layout. However, after being there for only five minutes we realized that the bottoms of our feet were black with dirt. I immediately called the front desk to ask for another room. The gentlemen who answered the phone, Johnny, told me that the previous night had been sold out and therefore they were not able to properly clean the room. He told me there was only one other room available at the moment, but that it was by Sepulveda, a major street that would be noisy, and he did not want to put me there. I agreed that it did not sound like a good option at the moment. I let him know that I would be going to the beach for a few hours and so there was no rush to figure it out. I did not mind waiting for the problem to be properly resolved. I spoke with patience and professionalism to the gentlemen. He then replied that he would rather resolve the problem right away and so he told me to come down to the front desk to get a key for the room that he had just told me would not be a good option because it was next to the street. He also told me that to shampoo the carpet would require the room to be vacant for a couple of days. Not wanting to be fussy, I went along with what he said so that my family to could go about the day. The second room did not have a filthy floor and appeared satisfactory. I went to the beach with my family and returned several hours later. Looking forward to the shower as it is usually quite enjoyable at Marriot and Starwood properties, I was more than disappointed. First off, there was a long black hair stuck to the shower wall at eye height. Secondly, the shower valve was not tight within the wall so the shower was constantly dripping water throughout the day which gave me the impression that someone had taken a shower in our room and it had not been cleaned. I realized that it was simply a leaky valve which is still not acceptable. Once in the shower, I realized how low the pressure was and the fact that there were several stains on the bottom of the shower floor. This is just not what I like to see or experience in any shower that I am in and especially not one that I am handsomely paying to use. Looking past all of this, I attempted to enjoy the shower, but was then shocked by the fact that the body wash provided by the Marriot ran...

The staff at this hotel including the security patrolling at night were all friendly and helpful but that is not enough for us to recommend this hotel to others. The biggest let down was by the housekeeping as our room was not properly cleaned or restocked during our entire stay for 6 nights. The front counter staff were always apologetic for the issues and on the first night sent the security guard to bring toilet paper, paper towels and other supplies to our room as all the holders were empty (not even empty rolls in the holders). Internet didn't work properly to connect to the wifi during our first 2 nights let alone have the option of using the enhanced internet for Marriott Platinum Rewards Members as advertised on the hotel's web site. Basic wifi connections for web browsing and email wifi speed was restored by our 3rd night though the higher speed internet option could never be accessed during our entire stay after the front counter staff reset the wifi router for our building. We had to go to the front counter every night to get basic supplies like toilet paper, tissue paper, paper towels, etc and the staff there were alway apologetic. We noted that other guests were doing the same thing as us so it was not only our room that had housekeeping issues. After our 2nd night, only the main bed was ever made as the sofa bed by the entrance was also left unmade. Garbage was not always emptied when the room was serviced. For example, after our first night, only 1 out of 3 bins was emptied and the overflowing recycling bin next to the emptied garbage can was left overflowing. Things like empty body wash bottles attached to the shower wall were not refilled nor were the replacement bottles obtained from the front desk ever put into the shower stall holders to replace the empty bottles during our entire stay. By our 4th night, housekeeping didn't even bother to put in the effort to put replacement towels on the racks or counter shelf and just dumped them in a pile on either side of the bathroom sink. Looking at the floors, it did not appear that our room had been vacuumed at any point during our stay. Room did not appear to have been dusted at any point either. We were advised that the housekeeping problems would be brought to the attention of the hotel general manager, and a good will gesture was made where the parking fee for 5 out of 6 nights was waved and some extra Marriott Rewards Points...