Hilton Los Angeles/San Gabriel — Hotel in San Gabriel

Booked to stay at the Hilton San Gabriel in November whilst passing through from Australia to the east coast. Due to an early flight arrival, no wait in getting a hire car, and very little traffic on a Sunday morning, I arrived at the hotel earlier than had been planned. Sadly there were no rooms available due to the hotel being booked up the previous evening, even for a paid early check in, so I did have to wait a few hours before checking in. However I made the most of it and walked around the area, had a coffee and some lunch, and returned to the lobby where the friendly team advised to come up at an allocated time to see if a room had become available. A room was allocated at the time in question, and was located on the western side of the building looking over San Gabriel/Alhambra. I was given a Honors bag at check in with some water and snack mix, and there were bottles of water in the room as well. The room and hotel are well kept, the room was clean and was comfortable for my three night stay. Albeit some of the decor and fittings are a little older, especially the ones in the bathroom, everything worked fine. Room service was used on the first night, the meal was good and the price was about right for room service. A service charge was clearly stated on the bill, was in plain sight and wasn't hidden, which is good. The reason for choosing this hotel was to keep my hotels all with Hilton for the trip (for Honors benefits), it is well rated with a cheap parking option, and is located in a more suburban area away from the hustle and bustle of busier tourist areas.||Hotel Facilities: There are dining options onsite, but I only used the room service option on the night I arrived. A shop where you can buy drinks and snacks is available onsite. Parking was affordable at $10 per night. Parking can be found at ground level, whilst there is more parking downstairs underneath the hotel where I found plenty of spaces. It should be noted that there are electric vehicle charging stations in the underground carpark as well, but I am unsure of the charges for this service as I did not need to use them. There is a pool available to guests, but I did not use it on this stay.||Airport Transport: No airport transfers at this hotel as it is found in suburban LA. However driving to and from takes about 40-60mins from LAX depending on traffic. ||Public Transport: Easy access to metro buses can be found out the front and opposite the hotel. Some services link up to the El Monte Busway at the I-10 a few blocks from the hotel.||Around the area: There are many restaurants surrounding the hotel. Fast food can be found within walking distance from the hotel, as well as chain coffee stores, pharmacies and a supermarket. Gas/Petrol stations can be found close by as well, and being close to an interstate there is good access when driving for sightseeing in LA and beyond.||In summary, a nice hotel with a great team who were very friendly and accommodating. The rooms were clean and comfortable, and the hotel has decent facilities. The location is good with restaurants close by and fast food options a short walk/drive away. Public transport is available, but driving is recommended especially if you are touring around beyond the major...

I have been a royal Hilton member for 15 years. This is worst Hilton hotel I have ever stayed at.

I was supposed to stay here for 4 nights but the A/C in the room broke on the 3rd night. The hallway AC was still working. So while my room was hot, the hallway was at least 10 degrees cooler than my room. When I asked the front desk they said it was a problem throughout the hotel but they could give me a fan. It was too uncomfortable to sleep; so I gave up and sat with the fan on and the door propped open to get some cool air flowing into the room.

The next morning, I asked them for an update, and they said they’re still working on the AC. I asked other guests if they had similar problems with AC the night before, and it seems some rooms were better. I’m really frustrated that the overnight staff misled me and didn’t even offer to move my family (which included a toddler) to a different room.

I ended up checking out 1 day early and moving to different hotel for my 4th night. By the time I left, the AC still wasn’t working in my room.

It was the weekend, so staff claimed that the Juan the manager would call me on Monday to discuss the situation, but he never did.

I ended up having to call the manager myself late Monday afternoon. When I finally spoke to him, he said they comped the night with no AC and waived the cancellation fee for the 4th night and waived the parking. He seemed to think this was a very generous offer. Of course, I shouldn’t have to pay for a room that had no air conditioning in August. Of course, they shouldn’t charge me to cancel the room that has no AC in August. So their big concession was to waive parking. Meanwhile, I had to scramble to contact a different Hilton and move all my stuff for a one-night stay because the room I booked and was staying in wasn’t fit for occupancy. They didn’t seem to think that was a big deal.

As for superficial issues with the hotel, the room was moist and smelled damp (even before the AC gave out); their hot tub was dirty (but the pool was clean); and they don’t seem to care that they’re not up to standards. Also, this hotel charges you every way that they can. $10 for putting a microwave in the room, $10/night for parking, $1 for a comb, etc! Normally, I would’ve just dealt with all that and finished my stay but I couldn’t risk another night with no AC.

TLDR, I had a horrible experience during my stay and would not recommend this hotel to anyone. There are better Hilton hotels in the area (fwiw, we moved to the Hilton Garden hotel in Montebello, and the experience was like...

When you think of Hilton, you imagine sophistication, impeccable service, and respect. Sadly, my experience at Hilton San Gabriel was nothing short of a NIGHTMARE, and I feel compelled to share this here for unsuspecting travelers.

I entered with simple needs. Breakfast and brief luggage storage. Simple, right? WRONG. The front desk, particularly the black woman, treated me like I was invisible, an annoyance she wished would disappear. My humble request is to store a few items temporarily met with a coldness that could rival the Arctic.

But the real drama unfolded post-breakfast. Waving my luggage ticket, saying hello, and expecting—no, hoping—for the basic courtesy one expects from Hilton, I was met with a mocking "I'm here" and deliberate ignorance. It was like a cruel game where I was an unwilling participant. Shockingly, while seeking other staff, I found them lazily hidden behind a wall, blatantly ignoring guests. But the cherry on this disaster cake? Being threatened with security when all I yearned for was someone to attend to a basic request.

I've never felt so belittled, humiliated, and angry in a hotel. This wasn’t Hilton; this was a twisted version where respect and service were thrown out the window. If this is Hilton San Gabriel's "service," then they can keep it. To the front desk team: your shocking indifference has caused genuine emotional distress. I swear I won’t return unless there's a drastic change.

For potential guests reading this: be wary. You might just be the next protagonist in Hilton San Gabriel's theater of nightmares.

EDIT (Updated after Hilton's Response):

I appreciate Hilton's response to my review, emphasizing their policy on not storing perishables. While I can respect rules and guidelines set by establishments, it's crucial to note that my grievance was NOT primarily about the policy itself. Instead, it was about the downright atrocious attitude I received from a particular staff member, the black woman at the front desk.

Policies are there for a reason, but how they are communicated and enforced speaks volumes about the establishment. An explanation without condescension is basic customer service. The indifferent mockery I received from her was unacceptable. What's more distressing? Other staff members stood by like silent spectators, leaving me to navigate this alone.

The core of my complaint lies in the human interaction (or the shocking lack thereof) I faced. It's a gentle reminder to Hilton San Gabriel that while policies are essential, compassion and basic decency...