Hilton Garden Inn Los Angeles/Redondo Beach — Hotel in Redondo Beach

Normally have a great experience with Hilton hotels, but this is the exception. Granted this line might be on the lower end(?), but overall experience was poor. To summarize, we had to deal with booking issues incompetent/unwillingness of staff to help, lied to about being sold out(I was able to book through app), had to deal with a dirty hallway and trash in the elevator lobbies (recurring) and ohh to top it all off the smoke detector in our room was going out the evening we checked in and subsequently went nuts at 6am the next day….we’re still waiting to be contacted by their actual management.

Facilities are not well kept, people who stay here don’t seem to have any respect for other people, and customer service is lacking to non existent. Someone kept littering nearly the entire length of hallway up on the 4th floor and place is understaffed, so you’d have to walk through crushed chips all the way to the elevator only to be greeted by an overflowing bin of trash. Happened on two different occasions, but what I don’t understand is that staff was already on the floor cleaning. They could have thrown elevator lobby trash out or put some of the bagged trash on the top of the bin in the big trash cart they’re pushing… not sure why, but it was gross. The other issue we ran into which I believe is minor, but contributes to just the overall terrible experience… when we went down stairs to get the smoke detector replaced, no coffee? Both large coffee pots were empty and the counter was just dirty (by again people that stayed here). But same as the other instance, staff was behind the counter and didn’t clean the area?

On the earlier part of our trip, we had reservation issues and their night manager (Sandra) was less than useless and angry that the new employee bothered her to come out to assist. New employee hasn’t even done or said anything at that point other than pull up our reservation, then she immediately went to fetch Sandra from her room. We didn’t get a clear explanation of the issue/s from either, but Sandra simply stated she can’t do anything and we can rebook through the app and promptly went back to her room. Tried to resolve and rebook through front desk and after 20-30 minutes of standing there she now started saying they didn’t have any rooms, at that point I was still on the app looking at their availability and they HAD SEVERAL ROOMS. The other hotels in the area were sold out and they weren’t, but she’s now telling me that they don’t have rooms….super log. Story short just rebooked it in front of her and she reluctantly checked us in…Hilton customer service tried to help, but had no control...

An older property that needs a little work. Hotel was full for a sold out event at the nearby SoFi Stadium and housekeeping had a difficult time achieving the 3:00 check in time for clean rooms. The room I had selected on the Hilton app was not available and I was given a room a few doors down on the 2nd floor. There are two elevators in the middle of the hotel and one was out of order. There stairwells on each side of the building. ||Upon getting into the room there was a musty smell and the humidity level was high. The bathroom room is self closing and cannot be left open to air out. The shower stall was wet and there was water on the floor from housekeeping cleaning (I presume). Mildew and mold was present and the shower head needs to be replaced. The sink is missing the sink drain stopper. The water pressure was fine.||Upon looking at the bed, I noticed that the bottom sheet was dirty and was simply a flat sheet, not a fitted sheet. The comforter/topper also showed staining. The king size pillow suffered from compression of far too many nights of people sleeping on them. The pillows exhibited no pillow protector and thus saliva and blood were present on each king size pillow. ||The wall mounted HVAC had dirty filters. Upon setting the HVAC to 68 degrees, the room cooled down the humidity was under control. The floor was partially clean but exhibited a few areas of dirt and a nail clipping or two. ||I stopped at the Front Desk as I was leaving and asked the female associate to kindly have Housekeeping change out the pillow and bed coverings. I returned a few hours later and this had not been done. I went downstairs again and spoke to a male associate and again asked for housekeeping to change the pillows and sheets. 2 hours later this was not done. I went downstairs to the Housekeeping office/laundry room next to the elevators and asked a female housekeeper for sheets, pillowcases, and pillows. She could only offer me the sheets and pillow case. I then changed out the sheets and pillow cases myself.||As this stay was made on a Sunday night during an event that had all rooms sold, my guess is the staff was not able to keep up with the demand. However, cleanliness should be an ongoing routine. Pillows should be replaced when visible staining and compression is evident. A team should be in place to clean mold/mildew. I visited a local Target and got a small can of Lysol to sanitize the shower, sink, and...

BED BUGS! DEAD COCKROACH! DIRTY BEDDING! Staying at this hotel is the most horrible experience I have ever had at any hotel. Their manager has called me and claimed I have made false allegations about their room. I do not want any other customer to experience what I had to go through. A hotel stay should be a peaceful, easy, and clean experience. PLEASE AVOID rooms 412 and 220! Manager and staff confirmed that this room has a recent history of bed bugs but yet is still being booked to customers! My first night everything went well. I noticed the bathroom wasn't 100% clean but it was something that I could overlook. On my second night I woke up around 2am and on my way back to bed there were two bed bugs crawling on my bed. I attempted to reach the front desk from my room by using the phone in the room but no one picked up. I then proceeded to call the front desk from my cell phone but no one again picked up. I had to physically go downstairs to get some help. After reporting the bedbugs the front desk was not surprised and offered to move me to another room. I was given the keys to room 403. When I went to this new room. There already was someone sleeping there. I quickly closed the door and went back downstairs again and informed the front desk stand. Front desk then downgraded my room type assigned me to room 220. However I was still charged for my original room even for the second night when I was not reassigned to a room matching my reservation. This appeared clean upon arrival but once I went to the bathroom there was a dead cockroach on the floor by the toilet. The bedding had dark stains and 3 out of the 4 pillows on the bed also had some deep red stains By this time it was past 3am and I needed to catch some sleep. Upon checkout I reported all these new issues to the manager who agreed to call their corporate link.

Just yesterday the manager left me a message claiming my allegations were fraudulent as a third party had confirmed no bed bug. However I am sure this new inspections happened during daytime. The bed bugs on my original bed appeared after 1am. I just hope no one else gets exposed to Bed Bugs or unsanitary rooms.

This hotel is declining reimbursing me for the room I didn't even sleep in during the second njght. Worst experience and customer...