Redac Gateway Hotel — Hotel in Torrance

Horrible Customer Service - THE ONE REP ON THE RIGHT NEEDS BETTER TRAINING OR TO BE FIRED! OMG! I experienced the WORST customer service experience from a very rude female front desk clerk named Diane or Diana (I believe) after my check-in and after a call requesting extra towels. Otherwise, I would give the rating maybe 4 stars. I also do not believe that it's an actual 3.5 star hotel to begin with. Either way, after my experience and the poor rude condescending and disrespectful treatment that this front desk clerk showed me, she certainly made me believe that I was only in a one-star hotel in the hood or somewhere backwoody. The rep seem to be very immature and acted young although I couldn't tell by just looking at her exactly how young or old she was. Her behavior, however, clearly indicated that she was young and not quite ready to be working in a front desk customer service position with actual people in any industry. After my husband and I checked in, which was overall a nice experience with the very nice lady on the far left who was slightly a bit older, potentially, than the lady on the right, handled herself well, and I later found out that she was new. At any rate, after entering our room, I noticed that the TV did not work immediately and a maintenance guy came up within seconds after calling the front desk. At that time, I spoke to the rep who was on the far right when we walked into the hotel lobby. She was fairly pleasant enough and sent for a maintenance guy immediately and a 2nd time. He fixed the TV without any hitches. After that, I was getting ready to take my shower. I realized that there were not enough towels in the bathroom. I wanted to immediately place that request so I can rest and not have to deal with any sort of interruptions or external factors later and just enjoy the room. I called the front desk. Same lady answered. I asked her if she could send up some hand towels. Before bringing up the towels, I realized that there were only two and they were quite thin and narrow, no fluff-all towels. I called the rep back to request a few more larger tiles and apologized bc I didn't notice it initially but hoping that she can get it all in one request to for one trip. During that call, she stated that she cannot request more big towels bc there are only 2 adults and we only need one towel each and I can call back tomorrow to request two more towels. I thought first of all this is a 3.5 star hotel? Even no matter the rating, typically there are ample amount of larger towels always. I informed her that my husband and I are not your average height as adults and we would need more than just these two towels. I asked her could she just send at least 1 or 2. She asked me to hold nd hung up. I clled back. We cont'd. She stated with an unpleasant tones no b/c they are full and don't have any more towels to give until tomorrow. I asked her if I could speak to a manager. She said would not be there until Mon. I asked for her her name. She said no. I told her I will come to the lobby. I put my clothes back on and made it to the lobby. She initially acted as if she did not know but confirmed after I stated I was talking to someone about the towels who I thought was you, was it? I stated that we ndd towels and what was the issue of giving us at least one 1-2 towels & why was she having the attitude & if she could still provide her name. She said she didn't have to. I asked why would you not. She stated it's not illegal not to with a bad attitude, smirk, w/ slight grin on her face. I couldn't believe it. If this rep didn't feel she did anything inappropriately and/or rude and unprofessionally, why would she not give her name? W/o raising my voice, I told her she was very unprofessional, asked for the manager again, which I was informed would not be back until Mon by the nice rep on the far left, who didn't say much, and I asked her the reps name on the far right as I noticed her name badge but the other rep didn't. She smiled, said to call Mon. Gave us towels. She...

My wife and I booked this hotel on short notice because we were in Torrance for a family emergency. The reviews were very positive and the rate on the travel website I used was great. When we arrived, the front desk attendant was very friendly and got us all checked in. The lobby was very nice, but once we left the lobby, the rest of the hotel (the 4th floor anyway) was very old, drab, and dingy. When we entered our room and flipped on the light, we immediately noticed a bug running across the top of the bed. The bedspread had a number of obvious stains on it as did the chair and in the room. The bathroom was not very clean. There was a fancy toilet seat that was heated and had other functions, but there was hair all over it and in the bathtub. It was so nasty that we decided to leave and did not even want to attempt to switch rooms. Since I had paid the online travel site directly, I contacted them first to let them know we were leaving and wanted a refund. They had to get in touch with the hotel and were told that there was no manager onsite and that the front desk staff had worked there for less than a month and could not issue a refund. We booked a room elsewhere and left. I continued to work with the travel booking site to get a refund from the hotel. They made several attempts to contact the hotel and were always told that the manager was not there, but would be there within a few hours. When they would call back, they would be told the same every time. Finally the manager was available and the hotel's comment was that they checked the room based on our complaint and only found 1 cockroach and no bedbugs. If they are so proud of that, they should add it to their website as a feature of the hotel. Rooms only have 1 cockroach and no bedbugs! Anyway, that is not my idea of a clean hotel nor is that the way I want to be treated as a customer. We got our refund and will be staying away from this hotel in the future.

As a side note, our room looked nothing like the pictures that I have seen posted from other users. The linens different from those pictured and looked much cheaper. There was almost nobody at the hotel as I had several parking spots available right at the front door. Perhaps they stuck us in the cheap section or something.

Anyway, the few dollars more a night for the Courtyard down the street are well worth it. You get what...

I just stayed here on a business trip but would not recommend. Details are below.||Pros:|Check in staff was friendly, bathroom was clean, hotel is close to business area, room had a nice mini-fridge. Hotel has amenities for visitors from Japan (bilingual, Japanese breakfast and snacks, Japanese TV, etc).||Cons:|Room decor could best be described as "warehouse". Muted green walls, gray simulated wood grain vinyl tile floor (no carpet! more about that later), furnishings are a different simulated gray wood grain. King room was big but mostly empty space. Room had a bed, arm chair, desk and cheap chair, credenza. Lots of room to add more comfort type stuff like a footstool or a table to put your drink next to the arm chair.||Lots of nuisance maintenance / upkeep issues similar to a typical "chain hotel", but they usually don't have them all at the same time. Safe didn't work, showerhead had multiple options / settings but couldn't use them because it was stuck on one setting, one of the lamps worked only if you could get the switch in just the right spot, lamp shades didn't match, stains on the mattress cover and curtains, etc||But the biggest issue is the noise. Judging by the unpainted bits of trim near the floor and the gaps under the doors, the rooms previously had carpet. But now with the vinyl floors and apparently paper-thin walls, noise transfers from everywhere into your room. When the guy in the room next door uses his bathroom or watches TV, it sounds like he's in your room. This was especially annoying for me because the guy next door to me was most active from 1-4AM. Needless to say, I didn't sleep much. Also, the A/C units have a sheet metal cover that protects the outdoor portion of the unit. It also acts a speaker for any water that drips down and sounds like someone is hammering on your window. ||At more than $200/night with tax, I will NOT be...