DoubleTree by Hilton Hotel Monrovia - Pasadena Area — Hotel in Monrovia

Unfortunately, my husband and I were left with no choice but to reach out to you guys regarding our stay at the Doubletree by Hilton Hotel Monrovia -Pasadena Area located at 924 W Huntington Dr. Monrovia, CA 91016. I surprised my husband with a small getaway for his birthday to California, which was on Sept. 7th. I called the hotel about a week before our check in date and asked if I can have someone decorate the room for my husband’s birthday. I was told, due to Covid-19, we (the hotel) are unable to provide this service. On Sept 5, we arrived to the hotel between 5 and 6pm and were not acknowledged right away. So after waiting about 2 minutes, my husband walked up to the front desk and said hello, we are here to check in. He was quickly cut off with a by Peter, who was on the phone. It came off very rude. I have about 20 years of customer service experience, and that is not how you respond to customers. I would think that, even though Peter was on the phone, he should’ve made eye contact with my husband along with a hand gesture to advise him that he noticed him and he will be right with him. None of this was displayed by any employee. We stepped back and continued to wait. Once Peter got off the phone, there was no SORRY FOR THE WAIT. Peter proceeded with how may I help you. During check in, Peter gave us the option if we wanted our room serviced or not. He said, due to COVID-19, people have been opting out of room service to minimize the traffic entering the room. We told him, we would like to have our room serviced during our stay. After check in, we headed to our room and noticed the room was different from the pictures on the website. I noticed how small the tub was and how warm the room was and I was immediately turned off. I also notice there were no robes in the room. I called the front desk and Peter answered. I asked if I could have a room with a bigger tub and non accessible, also if it was possible to have robes sent up. For some reason, my husband is big on robes. He loves them. Peter said unfortunately, all the rooms were fully booked but he could have someone bring up the robes. The robes came fairly quick. I went ahead a turned the AC down to the lowest temperature possible but it wasn’t getting cooler. We decided to shower up and explore LA. We got back to the room later on that night. The room was a little cooler. The next day 9/6 we went out for breakfast. After returning from breakfast, the room had not been serviced. Before leaving out again this day, we approached the front desk with a question but again was not acknowledged. We waited a few minutes and decided to leave and just give them a call. We called about 4:20pm and was placed on hold. After holding for about 5 minutes, a lady picks up and hangs up the phone. My husband calls back and a lady answers again (didn’t get her name) and my husband asked if he was hung up on after waiting to speak with someone and to our surprise, she said yes, we are very busy today. I’m shocked by her response, I said wow, that is rude, she then tried to correct what she said. We continued to tell her how the room wasn’t serviced this morning. She told us that we opted out of that service. We told her that was incorrect. We made it very clear to Peter at check in that we would be taking advantage of housekeeping services. We asked if we could have someone to service the room today. She said housekeeping is leaving for the day but she will opt us into room services and have someone to bring up clean towels and wash cloths. We said ok, do we need to be there, she said no, they have access to the room. We said ok great. We arrived back to the room from a great time in Malibu and calabasses and of course no towels or wash cloth had been provided. This was so frustrating. We called the front desk and requested for fresh towels and wash cloths to be sent up. Within a few minutes, our request was fulfilled. The next day on 9/7, ......... TO...

I booked a room for 4 guests (2 adults, 2 kids) mainly based on competitive room rates and proximity to Universal Studios Hollywood. The room (919) was a bit dated and the power outlet beside the bed did not work, but the beds were comfortable and clean. ||I had a terrible check-in experience with Olaf at the front desk. After giving me the room key, Olaf did not offer information about where and what time breakfast is available, nor did he provide bottled water (as a benefit for Hilton Honors elite members). I asked if the water bottles were already stocked in the room. To which he replied, "Did your [registered] guest already check in and get the water bottles?" I was taken aback by his response, but I told him that my guest arrived with me and gestured towards my family who were standing beside me. I don't know if Olaf bothered to verify my information before finally handing me the bottled water, but he failed to welcome me as a valued returning guest or acknowledge my Diamond elite status.||When we got to our original room (809), my sister noticed a red stain on the toilet. As she was walking from the bathroom towards the bed, she felt a sharp pain in her foot and realized she had stepped on a small shard of broken glass. Upon inspection of the entry area by the carpet, we discovered multiple little pieces of broken glass, one of which had a sharp, turned up edge. At this time, the security guard Ms. Alfonso arrived at our door, as she had been tasked by Olaf to bring up the extra towels I had requested earlier (the bathroom was supplied with only 1 bath towel for 4 guests). I immediately informed Ms. Alfonso about the broken glass. She apologized about the incident and took pictures of the broken glass. She radioed down to Olaf to inform him about the situation and pass on my request to change rooms. When he didn't respond right away, Ms. Alfonso explained that he might already be looking up available rooms for us. She then escorted me to the front desk and showed Olaf the piece of glass that we suspected had pierced my sister's foot. Olaf barely acknowledged it and proceeded to ask me if we brought in this glass and dropped or broke it ourselves. I was surprised by his question and confirmed that the broken glass was already there, then reiterated that it cut my sister's foot. Not once did he apologize or ask if my sister required medical attention, nor did he offer to rectify the situation by any means. I decided I would speak with someone more competent in the morning.||The next morning, I brought up my concerns to Alyssa at the front desk. She immediately apologized and went to speak with the manager about the situation. She returned and said they would comp the room rate as a service recovery effort, which I really appreciated. She also showed genuine concern for my sister and ensured that all our needs were met. ||I hope Olaf will get some much-needed additional training in order to improve his communication and customer service skills and avoid insulting or disappointing future guests. I am a healthcare employee who works the night shift myself, so I know a thing or two about addressing client concerns appropriately and in a timely manner, as well as prioritizing their safety.||I would like to commend Ms. Alfonso for her swift action upon discovering what had happened and for showing genuine concern for my family's safety. She was also wonderful when interacting with my 7-year-old nephew who accompanied me to the front desk to await our new room assignment. I would also like to recognize Martha from the Elements restaurant; she was very attentive and provided great service while my family was having breakfast there. Lastly, I would like to commend and thank Alyssa for her professionalism and efficiency in addressing my concerns. It is because of these 3 individuals that this hotel is receiving any stars from my review - and my astute little nephew...

I booked a room for 4 guests (2 adults, 2 kids) mainly based on competitive room rates and proximity to Universal Studios Hollywood. The room (919) was a bit dated and the power outlet between the beds did not work, but the beds were comfortable and clean.

I had a terrible check-in experience with Olaf at the front desk. After giving me the room key, Olaf did not offer information about where and what time breakfast is available, nor did he provide bottled water (as a benefit for Hilton Honors elite members). I asked if the water bottles were already stocked in the room. To which he replied, "Did your [registered] guest already check in and get the water bottles?" I was taken aback by his response, but I told him that my guest arrived with me and gestured towards my family who were standing beside me. I don't know if Olaf bothered to verify my information before finally handing me the bottled water, but he failed to welcome me as a valued returning guest or acknowledge my Diamond elite status.

When we got to our original room (809), my sister noticed a red stain on the toilet. As she was walking from the bathroom towards the bed, she felt a sharp pain in her foot and realized she had stepped on a small shard of broken glass. Upon inspection of the entry area by the carpet, we discovered multiple little pieces of broken glass, one of which had a sharp, turned up edge. At this time, the security guard Ms. Alfonso arrived at our door, as she had been tasked by Olaf to bring up the extra towels I had requested earlier (the bathroom was supplied with only 1 bath towel for 4 guests). I immediately informed Ms. Alfonso about the broken glass. She apologized about the incident and took pictures of the broken glass. She radioed down to Olaf to inform him about the situation and pass on my request to change rooms. When he didn't respond right away, Ms. Alfonso explained that he might already be looking up available rooms for us. She then escorted me to the front desk and showed Olaf the piece of glass that we suspected had pierced my sister's foot. Olaf barely acknowledged it and proceeded to ask me if we brought in this glass and dropped or broke it ourselves. I was surprised by his question and confirmed that the broken glass was already there, then reiterated that it cut my sister's foot. Not once did he apologize or ask if my sister required medical attention, nor did he offer to rectify the situation by any means. So I decided I would speak with someone more competent in the morning.

The next morning, I brought up my concerns to Alyssa at the front desk. She immediately apologized and went to speak with the manager about the situation. She returned and said they would comp the room rate as a service recovery effort, which I really appreciated. She also showed genuine concern for my sister and ensured that all our needs were met.

I hope Olaf will get some much-needed additional training in order to improve his communication and customer service skills and avoid insulting or disappointing future guests. I am a healthcare employee who works the night shift myself, so I know a thing or two about addressing client concerns appropriately and in a timely manner, as well as prioritizing their safety.

I would like to commend Ms. Alfonso for her swift action upon discovering what had happened and for showing genuine concern for my family's safety. She was also wonderful when interacting with my 7-year-old nephew who accompanied me to the front desk to await our new room assignment. I would also like to recognize Martha from the Elements restaurant; she was very attentive and provided great service while my family was having breakfast there. Lastly, I would like to commend and thank Alyssa for her professionalism and efficiency in addressing my concerns. It is because of these 3 individuals that this hotel is receiving any stars from my review - and my astute little nephew...