Home2 Suites by Hilton Los Angeles Montebello — Hotel in Montebello

QUICK TAKE: Convenient amenities, good for families and self-catering, but behavior of other guests brought down experience.

Background: We booked this hotel for a visit to nearby family. We reserved a suite-style room with a king bed for 5 nights at about $250/night for myself, wife, and toddler. Overall it worked out fine for us and had some convenient amenities, but there were a few issues that made this a kind of "meh" experience.

LOCATION: the hotel is close to Hwy 60 and is about 15 minutes from downtown LA (with no traffic). The hotel is technically inside a golf course and there is a small security kiosk and gate, but was not usually staffed. There isn't much in the immediate area, but there is an independent coffee shop a 5-min walk away, a 24-hour Mexican-American stand (J&S), and some shopping areas just further away with bank, Albertsons, fast food, and some restaurants.

ROOM: our room was spacious and clean. The fixtures look relatively recent but were showing some wear and tear. King bed was comfortable and A/C worked well. Our room was on second floor facing main parking lot and was pretty insulated from exterior noise (though not noise in hallway--read on). We had a fridge (with freezer), sink + garbage disposal, a small selection of flatware and dishes. The kitchen has a microwave hood and you can check out an electric stovetop for cooking. There were two tvs (one in bedroom, one in "living room"). There was a desk, couch (which folds out into bed), chair, dining table with three chairs, and plenty of storage space.

PARKING: there is plenty of free parking around the hotel. There is an underground garage as well as surface parking. There is electric car chargers (Tesla and non-Tesla).

FOOD: Complimentary breakfast is included. Breakfast is 6-9am weekdays and 7-10am weekends. Breakfast is self service and has prepared items laid out in a breakfast bar. Typical meal was some kind of breakfast sandwich, egg, muffin/pastry, along with dry cereal, oatmeal, bread for toasting, packaged yogurt and fruit cup. Dispensers for juice and milk, and a coffee machine. There was a waffle bar where you could order fresh waffles. Biggest issue is the self serve area is far too small for the number of people who crowd into the space--they really need more space to spread out the food stations. Also, there is only one tub for all the dirty dishes, which results in dishes overflowing.

POOL/GYM/LAUNDRY: There is a small pool with deepest end about 5' , along with a hot tub. The pool is technically "inside" but has large doors that open up onto a patio. The gym is mostly some machines, but has a selection of dumbbells with some medicine balls. Inside the gym is a small coin laundry.

CLIENTELE: this hotel seems to be popular with families and large groups and also accepts pets. The clientele leaned kind of trashy during the nights we were there. We know the hotel can't really select its guests, but the guest behavior was the reason why this review was only two stars. The dings were: -On the second night we were there, the entire hallway of our floor reeked of weed, even though the hotel is supposed to be non-smoking. Luckily, it didn't seep into our room but was not something we were expecting. -Early one morning, we heard some kind of confrontation and shouting outside of our room. We didn't open the door to see what it was, but it persisted for several minutes and was kind of disturbing. -We took our toddler into the pool one afternoon. The pool was empty when we arrived but a large family group came shortly after. The kids were kind of out of control while their parents left them unsupervised. Their parents also brought in a dog into the pool area, which sat there and barked the whole time. There was also a young man and woman who were doing heavy petting/PDA in the pool, and almost ran into our toddler. -One evening we were backing out of our parking space, when a woman in black SUV came speeding around the corner and started honking at us, and then followed us out of the lot,...

(Copied from a complaint directly to the hotel's feedback request) On Saturday at approximately 10:00 p.m., we arrived back at the hotel to get some sleep after a long day visiting family and conducting business. The plan was to leave sometime after 9:00 a.m. the following morning. Upon entering our room (room 511), we heard a dog loudly barking incessantly in room 509. Management sent someone to knock on the door but got no answer. I called the front desk again at 10:30 p.m. to complain again about the barking dog. I was told that the occupant had been called and was returning to the room to stop the dog from barking. The barking continued unabated until 1:30 a.m. on Sunday, October 31st. Management did not handle the situation appropriately, and we suffered a sleepless night as a result. What could have been done differently, you ask? I don't know. I'm not in the hotel management business. I'm confident Hilton has protocols for handling situations such as this, but if there are protocols, either they weren't followed or they did not work. Perhaps a police disturbance call could have been made to have the police speak to the occupants and have them return to the room or risk a citation or arrest for disturbing the peace. A call from the police likely would have gotten the attention of the dog owners.

Next, after trying to fall asleep after a long night of dog barking, at about 3:00 a.m., my fiancee and I were awakened by blood-curdling screams coming from room 512 across the hallway. A lady was screaming at the top of her lungs in the hallway "call 911, call 911, help, call 911!" Along with myself, every other occupant of our wing opened our doors to find out what was happening. Some of us called 911. A few minutes later, the hotel had 10-15 police officers enter the lobby (where I was complaining about the noise) with guns, shields, and automatic weapons at the ready. At that point, I'd had enough, and I checked out by 3:45 a.m. and prematurely began a long, 6-hour drive back to Phoenix. It was a horrible night and morning which left an indelible impression on me and my fiancee about Hilton's lackadaisical protocols for handling a) barking dogs, b) complaints to management, c) refund requests, and D) police incidents on the property.

In addition, although the hotel looks fairly new, the wear and tear and lack of maintenance on the property make it less than desirable for future visits to Los Angeles. The fire pits were filthy, containing burnt wrappers, cigarette butts (despite no smoking signs everywhere), and stains from food or drinks spilled on the fire pit and in the area immediately surrounding the fire pits. Moreover, although the area in the front of the hotel where guests can lounge around a fire pit is supposed to be a smoke-free zone, apparently the hotel condones smoking in that area because a small bucket containing sand and spent cigarette butts rests right next to the fire pit.

Additionally, the place needs more staff overnight to clean the property before guests wake up for continental breakfast. On Saturday morning of October 30, we grabbed our free coffee and went outside to the rear outdoor lounge area to relax and read. The trash cans were overflowing with empty beer bottles, cans, and food containers. On the ground near the barbecue grills lay empty cardboard boxes that held 12-packs and 24-packs of beer. Evidently, no one cleans the area before guests wake up, which is a shame because the area is very inviting.

Finally, it appears the carpets on the 5th floor have not been shampooed in a while. There are pet and/or drink stains at the entrance to the floor from the elevator and again between rooms 511 and 513, which I mentioned to the front desk on Saturday.

All of these things made for a less than pleasant experience for us at an otherwise beautiful property. If I wanted a Las Vegas hotel experience, I would have gone...

I am a Hilton Honors Diamond member.

My son and I arrived after 2 a.m. on October 28, 2022. We had a late night flight from the East Coast. We were assigned Room 610. Later that morning after breakfast I decided to take a shower. As always I run the water to wash and rinse the shower floor. The shower drain was clogged and standing water collected. There were live gnats on the shower wall. Engineering maintenance man was very nice. He had a difficult time unclogging the drain and had to return with insecticide. Housekeeping is very lazy. This situation should have been reported days before we arrived.

During breakfast Sunday October 30 there were no takeover containers and very little food left at 8:45 a.m. I went over to the waffle station and asked for a take out container. The young girl said hastily and with attitude "These boxes are for waffles" and reluctantly gave me one. I asked for one more container for my son who was on his way to the waffle station directed by the breakfast server named Diana. I asked Diana "Was there going to be more breakfast put out?" She proudly said "What you see is what you get." I didn't find that response to be a very professional answer. Therefore, I asked her for yogurt. She said that she would look. Diana and a nasty big Amazon Mexican fat lady with a block head and uncovered ponytail without a name tag brought out yogurt with attitudes.

When I reached for a yogurt, the nasty lady had a scowl on her face. I asked her "Was there a problem?" She started yelling and staring at me. The entire breakfast area and lobby stopped to look. She made a big unnecessary scene for a yogurt. When I asked for her name and told her that I was a Diamond member because I was reporting her, she finally stopped yelling. She wouldn't open her loud mouth or wouldn't look up at me anymore. She wasn't wear a name tag and refused to give me her name.

When my son and I walked over to the front desk to request towels, she followed us over there. The young lady on duty Edith said there are a lot of complaints on her. When I was about to get in the elevator, she was standing and gossiping with a guest. I took a picture of her and she followed us to the elevator screaming that I needed permission to take a picture of her. Totally out of order!

When we left for the day, the same big fat loud mouth nasty Amazon lady was talking to someone at the eating counter by the food section as we walked out. She said "her" meaning me and put her head down. We didn't bother to eat breakfast thereafter. It wasn't worth the trouble. My son worked hotel and hospitality at all levels of WDW resorts in Orlando FL and he didn't appreciate her disrespectful behavior. SHE NEEDS CUSTOMER SERVICE TRAINING. Too bad she wasn't my employee, she would have been FIRED on the spot.

There were several late night revving of car engines and loud music outside of front lobby and under the awning. PLEASE insulate the windows. Other Home2 windows are quiet.

October 29, 2022 Sunday morning at 3 a.m. someone decided to scream down third floor hallway. My son opened the door and the yelling stopped.

Halloween night at 9:20 p.m. Room 315 started with the bass and loud music. We were in the bed because we spent the day at Six Flags Magic Mountain and returned within the hour or two. My son called the front desk for security. He knocked on wall at 10 p.m. and they knocked back. This went on for several minutes back and forth. The bass did not stop until Room 315 guest knocked loudly on our door after 10 p.m. with Do Not Disturb sign outside. The loud music and bass started at 9:20 a.m. the following morning.

We checked out at noon on November 4, 2002. The front desk attendant was on the phone and didn't acknowledge my greeting. October 2021 was our first stay at this location. This is the second and last stay at this Home2 Suites location. It's amazing what happens...