Andaz West Hollywood, by Hyatt — Hotel in West Hollywood

Update: I have added an additional star after the courtesy extended to me by hotel management.

After returning from a day of exploring the city, I learned from the front desk that we had been moved to a room with a king bed as originally reserved. The room also had a view of Sunset (vs the parking structure and hills), a desk, and a love seat in a seating area; a big improvement. The sink was also in the bathroom rather than the entryway and the shower had raised flooring with borders. Erick Paz, the associate front desk manager, left an apologetic handwritten note with two additional $25 vouchers to the shop, which also had a handwritten note to waive the restrictions on sundries and retail items. We were able to purchase some snacks and sunscreen, although we did have to negotiate with the staff at the restaurant/shop regarding the waived restrictions; it was as if they did not believe us.

The Andaz has nice amenities and a great Hollywood ambiance, and a perfect location. I do think the staff I interacted with (other than Erick and Delano) could improve their guest relations skills.

Original review:

I am in the middle of a 2-night stay with my son at Andaz, West Hollywood while we explore the area. Upon arrival, I was notified they overbooked our type of room (standard king). They offered to relocate me the next day and compensate me with complimentary breakfast, or $50 to the small shop area they have. I elected for the $50 credit since my son and I are not big breakfast eaters, but found that the credit is restricted to "food & beverage items only"; sundries and other retail items (e.g. souvenirs) not included, so the credit was of limited use to us. When we entered the room, it smelled strongly of mold. I imagine it had something to do with the vanity being oddly situated in the entryway next to the carpet, and it was evident by the water and rust stains in the carpet at the entryway that there had been some expected spillover from the sink. Another interesting design was the shower (no bath), which was at the same level as the floor (no tub or border of any kind). Unless the showerhead was pointed into a corner, water spread throughout most of the bathroom area.

The morning after our first night, we went downstairs to use the coffee machine in the market around 5:50 AM since there was not a coffee maker in our room. There was a cart with coffee mugs and dressing next to an automatic coffee maker, but as I reached for a mug, one of the restaurant staff told me, "Sir, those are for the restaurant only". Ok. I asked, "May I have a cup for coffee then?" To which he said, "Coffee is served in the lobby at 6AM". I could have easily used the auto coffee maker, but I understand they have protocols. However, a better way to approach a guest would be, "Sir, can I help you find something?" I think the staff could use some training in that regard.

I will return to update this review after my stay...

5 stars 5 stars and 5 stars! THE ONLY THING TO GO WELL DURING 2020 WAS THE ANDAZ WEHO HYATT! A wonderful experience with a wonderful group of friends for my birthday this past weekend. I would like to personally recognize Walter from the front desk for his absolute personal effort to make us feel welcome, taken care of and appreciated. Walter went above and beyond to get to know us and treat us like an old friend. He ensured the parking situation was taken care of for us as not to make us wait, helped our friends be in rooms close to eachother to avoid trips up and down the elevator, and also helped us with luggage. He was the cherry on top of this location and should 100% be acknowledged by his staff and the Hyatt brand. I WILL be back because of Walter!!! We got a cabana for Saturday for my birthday and it was a great day! We were properly socially distanced and did not feel like it was an issue whatsoever. Matt the bartender took great care of us and again went above and beyond to make us feel like we were not a covid burden but just another group of friends trying to enjoy a part of 2020. The young lady at the pool at the door on 10/17 was efficient and kind to all of us as she ensured the pool did not reach capacity. I do not recall her name but she was great and I am so thankful for her help in getting us settled and feeling not like a burden. I can't tell you enough how much this hotel is more than 4 walls but the staff is GREAT. I also received a sweet food and beverage credit from Ms. Borowski for my birthday. The absolute nicest touch ever. We had an ice machine across the hall from our room which was super easy as well as a place to refill water bottles. We also attended the happy hour one night and all bartenders downstairs helped us just feel at home. They were not annoying or fishing for tips (which we gave plenty of). They just wanted to have a good weekend just like us. Even during COVID this hotel was the staycation we needed.

The only complaint I may have is that the AC was not 100% efficient as we were warm with the setting as low as it could go the entire weekend. Also one of our rooms had a massive stain on the floor that was very noticeable by the window. A stain so bad that the carpet should probably be replaced. As an explorist member of Hyatt, this is my favorite Hyatt I've ever stayed at and I will be back. Just please fix the AC and the carpet! Other than this our view was great, the staff was my favorite part, and so wasn't the Cabana! We couldn't have asked for more. Thanks again staff. Please ensure all staff mentioned above are noticed for their efforts. We are all pilots and stay at a lot of hotels and are...

I was so excited to take a trip to LA to catch up with friends, production acquaintances and look at colleges for my daughter. UCLA etc. I hadn’t been to LA in 15 years and was looking forward to it. My sixteen year old daughter had never been to the West Coast and she was so looking forward to staying with me at The Andaz West Hollywood. Traveling from NYC we initially loved the funky vibe of the lobby, the staff is very nice and the location was ideal. However, because we booked package (flight/ car/ hotel) from Expedia they put us in a handicapped room without letting us know. We aren’t disabled and the bed was so low and uncomfortable. We had a view but the front desk neglected to tell us that we were in a handicap room. No bathroom counter space. Furniture low. (We are tall) and the room was freezing. They had to give us a space heater and some blankets. The stylish vibe looked worn and dirty in the room. The housekeeping was horrible. Didn’t give us more makeup removers/ Q tips etc (sixteen year old with makeup) There was an annoying low humming sound I guess from the elevators that kept us awake. Then the wet room shower drain backed up and started overflowing on its 2nd use. We didn’t do anything to cause that. Had to put towels to keep it from overflowing. They didn’t tell us about the $70 a day valet parking on Expedia! But it was worth it but I felt that this hotel hides alot and isn’t transparent. The rooftop pool was the only thing my daughter was really excited about but there was no bar open for Shirley Temples or a drink for mom. No music and then one day really bad music. The views from the pool were incredible but no cups for water up there. The Andaz turned its best amenity into an afterthought or lowlight without one employee at the pool for any kind of service, greeting, etc. I know it was April and “not in season” but no one at the pool for even water service, towel service, music, greeting. Nothing. The valet and the employees were nice but that’s about it. However I felt swindled with them giving us a handicapped room that was very uncomfortable for us. FYI: I’m an employee at a Forbes 5 star hotel in NYC so I understand service, hospitality very well. And some things are forgivable but not telling us we were in a handicapped room until our departure was absolute negligence. Won’t be going...