Mondrian Los Angeles — Hotel in West Hollywood

The absolute worst experience in the history of hotel stays. This hotel is no better then the cheapest hotel you can find. The room looked how it did in the pictures except the TV didn’t work. They never put trash bags in any of the trash cans. The bed frame is 100 percent susceptible to bed bugs and lice among other things because it looked like it had never been cleaned….. ever. Don’t get me wrong there was good experiences at Mondrian but the bad definitely outweighed the good. We did get the room with a view we asked for which was beautiful, but really the only nice part about staying here. Upon arrival, valet is 65 PER NIGHT. And they were RUDE, DISRESPECTFUL, AND TREATED US LIKE THEY WERE INCONVENIENCED TO DO THEIR JOB EVEN THOUGH IM PAYING THEM JUST TO PARK MY CAR. The bellmen at Mondrian had the exact same attitude, rude and gave us dirty looks every time we came down. We tried informing the front desk but they were not concerned at all about our feedback and I did not feel heard or that my complaints were taken seriously. We stayed an entire week and we’re never offered any amenities. No breakfast NOTHING. But of course with YT privilege you can get anything you want out of this hotel. People stayed 3 nights and got breakfast vouchers for every day they stayed and they weren’t disrespected every single day. On our last night in LA we we’re trying to go about our day and end our week vacation on a good note… but valet LOST OUR KEYS. AND RUINED OUR LAST 2 entire days. They had to remake the entire key and wasted our whole day and they still wanted to charge me 65$ per night for valet. They completely wasted our time and you wouldn’t believe how care free Mondrian was. Valet is their third party losing their hotel guest vehicles and so it’s not their problem. I complained to Mike and Sal the hotel managers but their communication is so off that one person said one thing and the other said something else. Mike told me to make up for the inconvenience I could help myself to the mini bar and snack bar in the room. AND THEY STILL CHARGED ME FOR IT. I called and told them that I discussed my situation all day when they lost my keys and the next day before checking out not to charge me anymore because they completely dropped the ball and Sal just acted like there was nothing he could do about even though he’s a “manager”. They continued to keep charging me for the amenities I used after they offered them to me. They continued to charge for parking after they LOST MY KEYS. They continued to charge me 35 dollars and another 11 dollars per-night for no reason. This hotel is nothing but money hungry careless and irresponsible people. Both valet and hotel personnel. Absolutely disgusted with my stay. Never again.

Update: “Thank you for choosing to stay with us at Mondrian Los Angeles, and taking the time to provide us with your feedback. We are very sorry to hear that we didn’t meet your expectations during your visit. We appreciate your candid comments and will learn from them to help us improve in the future. Please know that your feedback has been shared with the broader team and will be addressed immediately.

We hope that you will give us the opportunity to welcome you again soon.”

Your copy and pasted Response is embarrassing. And your management team has yet to make the situation right. The hotel has yet to email me a formal apologies for ruining my last weekend and my anniversary. My refund for parking, Uber that valet said they would reimburse me for, my last nights stay for being inconvenienced, having to cancel reservations on my last nights stay in LA, an entire weekend ruined and refunded for the mini bar and an apology because Sal and Mike “their managers” couldn’t get on the same page and continued to charge me instead of being accommodating or making my stay enjoyable after they completely wasted...

My stay at the Mondrian was by far the worst experience I’ve had in a hotel... everything was fine until Malory, one of the managers at this location, came to my room on the 7th floor and explained to me that there were complaints of a scent of marijuana coming from the balcony. No one was smoking in my room and one of my guests clarified to Malory that people were smoking on the balcony... because of this Malory took that as saying that the smoking was happening in my room and there were people smoking on my balcony... right after that she charged my room a $500 smoking fee and I IMMEDIATELY went down to the front desk to speak to Malory about the situation but I was informed that she left for lunch and I couldn’t do anything until she got back. Approximately 25 minutes later she arrived and when I asked why a smoking fee was charged to my room she told me that the room needed to be deep cleaned to remove the scent. I explained that no one was smoking any sort of tobacco or marijuana in my room and I invited her to room 710 where I was staying so she could look and smell around... Malory then made her way to my room with a security guard and they both came in and smelled around and the security guard looked on my balcony and they both confirmed that there was no smell or no sight of marijuana. Malory would still not remove the charge because she said she had already charged my card. I pointed out 2 of my neighbors that were smoking weed on the balcony in the rooms right next door. They disregarded that. They even tried to make the argument that when they were coming up to the room they could smell it on the elevator. How is that relevant to me? How can they smell it on the elevator but not in my room? I then asked for a written statement of her confirming that there was no smell in my room and she refused. When I tried to record for my own proof she then quickly turned her back and started speed walking away with her security following. The charge was dropped from $500 to $250 but I was still charged a smoking fee. I stayed in my room sad for the rest of my vacation because I had just been scammed and I didn’t have much more money to spend after that because it was the day before I left. I still do not understand how I was charged this fee with no evidence towards my case. When I asked for them to document camera footage they told me they would but they didn’t. When I asked to speak with someone else who could help me Malory subtly laughed and told me, “I’m the manager who else are you going to speak to” with a smirk on her face. When I tried to speak with a different manager in the morning she took advantage of the fact that I had to leave for my flight and said she would need to do some following up. I have been calling the Mondrian for 3 days in a row multiple times trying to get ahold of someone who can help me. After going through the run a round I was informed that they were still charging me and the only evidence she could come up with was Malory and the security guards word. I or anyone in relation to me will never stay at the Mondrian again. I have been scammed, please do not get scammed like me. The hotel next door...

Drove in had to pull up into what looked like dirty alley way. Arrived at 2:40 - 20 minutes before checkin. I see lobby under construction. (Was not advised of this prior - they advertise newly remodeled). I hear very loud thumping music coming from outdoor area as i walk up to the small check in area. The lady tells me my room is almost ready. I asked if i was going to hear that music til closing time in my room on 2nd story facing pool. She says yes. And does not offer option. I told her that won’t work for me and asked for a quieter room. She begrudgingly says she’ll give me a room on 10th floor but may be a little longer wait. I agreed with that. Then goes on to say there is additional $23 a night fee on top of the $300 i already paid (this wasn’t disclosed). Another $44 per night for car and if i wanted coffee, gym use or WiFi that would be another $25 a night. Then she said there was a $200 a night!!!! Incidental charge (hold) on my card that would be credited. So after paying $300 a night for room and tax I had to pay $200 a night more. I paid it as now I was here Went out to my car where my husband waited with our stuff and found 5 valet guys surrounding my vehicle one with a clipboard inspecting my car. I respectfully asked them to give me a minute to organize my personal items as we had just driven several hours to arrive. 2 left. 3 stayed. I again asked them to give me space (my doors had been opened and trunk to pull stuff out). They ignored my request - I had to ask 4 times before they left for a few minutes. I finished getting organized. They pulled and tagged my bags. I went to the restaurant bar area next to the noisy pool and ordered one drink to wait. I was looking over the gate at the noisy pool area. (Very loud music) and two bouncer guys look ready to stop me from going in. Not a nice greeting. I decided I would not be back to the pool. So much for a relaxing vacation I had splurged for my husbands Father’s Day gift. At 3:40 I went to ask the status. A guy at desk called maid service who said almost done. 5-10 minutes. At 3:55 I went back a little more frustrated and expressed my concern over this long wait. The lady at front desk “i told you there would be a wait. Would you like the room on 2nd floor instead”. No empathy. No apology. Just felt it was a favor to be in a quiet room. I told her I would never have thought a 1.5 hour wait but she just kept defending it with no understanding at all. I asked if I could speak to manager. She said she was manager. But when I went to concierge desk after this discussion found the manager Christal sitting next to him. ( He has watched all of this and was very empathetic and helpful). Christal listened but offered no amenities to offset my frustration. I said i was told i use the gym when i reserved and no one mentioned a fee. She agreed to let me do this. I was finally handed my key at 4:10 pm. No one walked me to the room and showed us anything. I CloudKit even figure out where elevators were for a bit as they are hard to find the first time. The worst experience ever on service. The room is nicely decorated. And yes it was quiet on...