DoubleTree by Hilton Hotel Los Angeles - Rosemead — Hotel in Rosemead

Before I get into the review, I just want to state that I have tried on multiple occasions to reach out to the hotel and resolve these issues amicably, however due to their incompetent staff at various levels they have failed to support. I would also like to call out the worst hotel manager to grace the earth in Chadi Guirguis, for his achievement in failing to respond to my emails and numerous phone calls, despite giving me his assurance in person that I would be taken care of. Lastly, I rarely leave reviews but after weeks of deliberating, I feel that I need to share my experience and warn anyone who plans to go in the future.||Onto the review, and myself and my family stayed in room 331 on the 9th and 10th April 2024. We chose this hotel mainly for its location but also because it carried the Hilton name, which we felt would give us a more 'premium' experience. Oh how wrong we were.||We were greeted with a room which had multiple damp spots (mainly on the ceiling), the latch on the door hanging by a thread, mould behind a peeled section of wallpaper and a shower that was incapable of providing hot water for more than 3 seconds. Given it was a 2 night stay, we tried our best to make the best of a bad situation and stay in the room (we were also out most of the day).||The next day we went out and returned to the room at around 8pm. This was where the real issues began.||On return to our room, we found that NONE of the beds had been made and the room had not been cleaned at all. Given that this is a basic expectation of any hotel that you stay in (especially a Hilton), I went to reception to complain and was greeted by the rudest receptionist I think I had ever met (Monika I think the name was). The problem was I couldn't speak to her for 30 mins because there were 4 people ahead of us in the queue, all complaining about the same issue! The receptionists response was abrupt and comical, telling us that there were no cleaners available and pretty much expected us to deal with it.||Following this, I returned to the room and once again, tried to make the best out of a bad situation. Then the worst hotel experience I ever had took place...||My son was sitting on a chair by the window, playing his iPad when suddenly the window detaches from the frame and LANDS on my sons leg, injuring him followed by crying and screaming. The window itself was large and heavy, however we were incredibly fortunate that the glass didn't smash, mainly because the curtain in front of it slowed its momentum as it fell.||Whilst my wife attended to our son, I (perhaps stupidly) tried to re-attach the window to the frame due to the safety hazard that had now been created as it led directly onto the flat roof outside. It also meant that a huge draft was coming into the room.||Despite my attempts, I was unable to re-secure the window and for the second time, made my way back to reception to complain (once again) and ask to be re-allocated to a different room. Unsurprisingly, the receptionist was barely interested and said that all the rooms were booked. I asked to speak to the manager and she said he wasn't available until tomorrow. I contemplated moving hotels however it was 2am at this point and we had an early flight to catch the next morning, so we stayed in the same hotel room with a gaping hole in the wall.||Upon checking out, we spoke to the hotel manager (Chadi) who was apologetic and assured me that they would take the matter seriously (they ironically closed off my room for repairs following this incident). Unfortunately, his words weren't genuine and aside from one phone call, I never received a response from him again. I also tried to reach out to the Hilton customer service on a couple of occasions, but they were equally disinterested.||I have attached some photos. I have some videos too of the incident however it wont allow me to...

This has been one of the most disappointing hotel experiences I've had in my adult life. They should consider rebranding it as a motel rather than a hotel. Despite having visited this location for a second time, I had hoped for an improvement from my previous visit, but it failed to meet expectations. As a result, I won't be returning to this hotel, and I will also ensure that our company removes it from our vendor list going forward. Last year, my coworker and I had a fantastic stay at a Hilton hotel, which made us question whether we should continue choosing Marriott for all our future stays. At the beginning of this year, we decided to give Hilton a try, but unfortunately, this particular hotel fell far below our expectations.

On my most recent visit, the mobile keys we received were already activated, so we didn't need to interact with anyone at the front desk. However, upon entering the room, I encountered difficulty because the bathroom door was open and blocking the entrance, requiring me to maneuver around it to gain access. Once inside, as I began unpacking from my suitcase, I noticed that the floor was littered with food droppings and various debris, indicating that the room had not been properly vacuumed prior to my arrival. Proceeding to place my food in the fridge, I found the handle to be sticky and dirty, as if it had never been wiped or sanitized.

Next, I entered the bathroom, where I observed a buildup of calcium on the faucet, and black spots between the grout in the shower. The overall condition of the room left much to be desired, with outdated equipment in the poorly maintained gym, which appeared to be overused due to the high volume of guests. The name "DoubleTree" implies that they would get things right on the second occasion if they failed the first time. Unfortunately, they did not live up to this expectation during my second visit.

During my previous stay, I had an issue with an electric outlet that was not functioning. I reported the problem to the front desk, requesting that a technician address the issue. However, after returning from a 12-hour workday, I discovered that the problem had not been resolved and all the food in the fridge had spoiled. The following morning, when I brought this to the attention of the front desk again, the representative accused me of not checking properly and not knowing how to use the plug, despite the technician supposedly fixing the problem. After a back-and-forth discussion and insisting on speaking to a manager, the representative realized that the work order had been placed for the wrong room. Since I had to leave for the day due to being late, they provided me with a meal ticket for the restaurant. However, I ended up not using it.

The next morning, when I inquired about compensation for my spoiled food, the representative promised me 1500 points. However, I never received those points or any contact from a manager to address the issue. Looking at other reviews, it seems that they respond with generic empathetic statements, which is not true because the same issues occurred to me twice. In summary, this DoubleTree hotel is in desperate need of a complete remodel, especially for the carpets and bathrooms. The gym facility requires new equipment, proper sanitization, and fresh towels. Additionally, some staff members need to be retrained in dealing with...

I've stayed at this hotel twice. I don't understand the reviews that complain about dirt or mold. Both times the room & bath were very clean, attractive and modern, well designed, and the bed and pillows were SUPER comfortable! By the time I was able to get to sleep, I slept well. The thermostat controlling room temperature was perfect. Both times, too, the staff, from maids and engineers to front desk personnel, were very polite and accommodating. Then there are the famous cookies! I didn't watch TV, but the screen is large for those who want to do that, and I also appreciated having a microwave and little fridge in the room. Sounds great, yes?||They use bath supplies from Crabtree & Evelyn which most people won't mind. The water is quite soft. A little grumble: I am fussy about fragrances and disliked the scent of the products; I wish their shampoo and soaps were fragrance-free, and I couldn't wait to get into my own shower when I got home to wash off the smell. But again, most people wouldn't mind, and that's minor. ||Here is why the hotel gets a low score from me, and I feel sad doing so, but prospective guests need to be forewarned. What is troubling about this Doubletree is that they have to make up their mind whether they are a party venue or a hotel. ||On both of my stays there were big parties in special banquet/party rooms on the ground floor on Saturday night, and each time very loud music was being played. The music was not so much the problem as the booming bass. During both stays, once on the first floor and another time on the fourth floor (!), on Saturday nights the hallways were full of the bass beats thumping, which is the furthest thing one wants when one is looking forward to a peaceful night's rest. Loud bass like that has been proven to be damaging both to physical and mental health.|Once in the room, both times it was impossible to sleep (again, on Saturday nights) because the thuds from the music actually seeped right through the walls and made the bed & pillow vibrate. One time the music also leaked; another time it was only the concrete-mixer thumps from the bass. I had to get up early, it put a REAL damper on my special vacation plans not to be as rested as I needed to be, and it made me angry that I was paying top dollar for a place to sleep where it was impossible to sleep. ||The hotel is otherwise SO good, and the staff could not be better! On one visit, they did take a small amount off my bill because of the noise disturbance and some other quirky problems that don't need to be reviewed here, and I am grateful. Still, they need to do one of three things:|1. Upscale soundproofing to put in the banquet/party room walls and ceilings to prevent the noise and vibrations from entering guest rooms and corridors. This urgently needs to be done. There are such materials. |2. Have noise restrictions on parties, particularly the bass. The people who love loud music can still have fun, but the music and especially the bass must be restricted from leaking out of the area where the party is being held. |3. Choose whether they are a party place or a place where guests can sleep in comfort, but don't advertise as both.||Right now it doesn't work. I wish I could stay there the next time I come to the area, but I don't trust that it will be better. And it's a shame, because in every other respect it is a...