The West Hollywood EDITION — Hotel in West Hollywood

I have a hard time writing bad reviews but because of the service I feel like I have to. We came for the weekend to celebrate my moms 70th birthday - and because of what she’s used to I weighed all the options of 5 star hotels in the area HEAVILY. We ultimately went with the edition because of the design and the rooftop views, but I was nervous since I’ve never stayed at one of Marriott’s upper tier hotels and because of experiences with Marriott in the past I was taking a chance.

A few days before the trip, hospitality emailed me to ask if there was anything they could do to make our stay more special. I emailed and asked to arrange flowers, cake, and some wine for my mom to be available when she arrived. They followed up promptly and everything went well over email. I also asked how early we could check in because my mom would be arriving at 10am and they said it would be noted on our reservation and that checkout for everyone was noon (promising)

When we arrived (nobody opened the car door for us or helped us with our bags, which is standard at a 5 star hotel) they said that my moms room, because it was a terrace studio, had a checkout time of 4pm so the room might not be ready until 6pm. I was upset but they assured me they’d do everything they could and that they would call me as soon as they had an update. I saw the flowers I ordered waiting at the front desk so I pointed that out to them and asked for them to make sure that they were in the room when we checked in.

We all spent the day at the pool (which, shout out to jeremy, had great service while we were there) but I never received a phone call from reception. I went downstairs twice to check on the progress of the room and to remind them that flowers cake and wine should be there when we check in.

At 3:45 they call and say the room will be ready in ten minutes, so we go downstairs to get the key (we’ve been waiting for the room for 5 hours by now) and of course, once we go upstairs, there are no flowers or cake or wine in sight. Charlie at the desk apologized but I said we had to leave for a reservation and wouldn’t be back until 8. Spencer, who I assumed was a manager of some sort, was unapologetic and made excuses for the flowers not being in the room. Charlie comped the cost of the champagne and gave us some food and beverage credit which I was grateful for. It’s weird that staff is nicer than management…

When we got home from dinner our flowers and cake and champagne were there but the card for my mom had my name on it even though I gave them her name via email days before. When I went down to my room, her card had been placed in my room. I get that mix ups happen but after so many mistakes that day it would have been nice for them to get it right.

The next day my mom had ordered room service and set aside some tea bags she wanted to keep for later and placed them on a tray with her medication. When we got home from our brunch the tray, along with her prescription pill bottle was gone. She started to panic and called downstairs and I guess they had found the pill bottle, thankfully, but were waiting for her to call them to bring it back to her? I don’t understand why they wouldn’t just bring it back immediately. It’s dangerous to accidentally clean up someone’s prescription pill bottle.

I’ll honestly spare the rest of my complaints on service but all of the couches are stained, the windows outside the rooftop bar are dirty, the bathroom door in the room didn’t work and the closet full length mirror is a funhouse mirror (not exaggerating, your hips become twice the size of your upper body).

I want to thank and shout out Sarah and Charlie for being so apologetic at the front desk. Thank you for comping our room service. I just have to be honest and say that this hotel doesn’t really deserve a 5 star rating because of the service. Which is a bummer. I feel like I promised my mom an amazing weekend and she was just inconvenienced...

Stay away from this hotel. Yea it's fancy and all, but their accounting and customer service is absolutely horrible. Had the hotel reserved as a gift for me after my wedding night. The person who reserved it for me had put a card on file and let the hotel know clearly that the guest (me + my wife) don't have to pay for anything. Pretty easy to understand. I show up to check in after my wedding, and they ask for a credit card on file. That's totally normal hotel procedure so I understand, and hand them my credit card. At that moment I make sure to mention to them that the room is paid for and to make sure to NOT charge my card. They assured me they wouldn't charge my card when we check out and will charge the initial card that was put on file. Ok, cool. The stay was fine. Just one night. The hotel is nice, no doubt. I mean if you're paying THAT much, you'd expect it to be nice and clean. When we check out, I make sure to remind them AGAIN, to NOT charge my credit card that I had put on file and to charge the card that was initially put. I clearly made sure they heard and understood me. In which the receptionist person said he clearly understands. I figured, "this is a high end hotel, and I spoke clearly to the competent man and he said he clearly understood and even repeated back to me that he'll charge the initial card that was put on file." Guess what. Just take the wildest guess what happened next. This fancy, top class hotel, who holds itself to such high standards, couldn't simply do what was requested, repeated, and clearly understood by both parties. Only for me to get my credit card statement a month later with the room charge on it. (Also an additional $10 fee for "drinking water out of the room fridge" even though the room service lady which I spoke on the phone with said that the water is on the house and you can drink as many bottles as you'd like and you can even order more) Not a big deal, just annoying. I figure, ok, not the end of the world. I'll simply call them and they'll handle it professionally. Probably just an honest mistake. After multiple phone calls and them sending out forms through emails for us to fill out and sign (even though they had the initial card on file) they DIDN'T refund the money to my card and charge the proper card. They gave a whole run around of how they're not able to add the card and a whole lot of bs reason as to why they can't do that. Embarrassing. Low class service for a fake "high class" hotel. My recommendation: spend extra time in the checking out process. Make sure you confirm maybe 13-25 times before leaving the receptionist that they charged the exact card you want. Make sure they don't charge you for the "free" water. Make sure you check your card statements, because even if they look you in your eyes and confirm they'll charge the correct card, they can possibly, somehow, still charge the wrong card. Amazing.

Find yourself any other hotel in the nearby radius that is just as clean and doesn't charge as much and simply understands how to take care of their paying customers when the hotel makes the...

I recently stayed at The Edition Hotel West Hollywood and it was, without a doubt, the worst service experience I’ve ever had at any hotel, let alone one that is supposed to meet Fine Hotels & Resorts (FHR) standards.

From the moment we arrived, it was clear that the staff lacked proper leadership and training. The managerial staff, especially Joy, used empty promises to appease us, but failed to follow through on their commitments. Joy personally came to our room to apologize for multiple issues we faced during our stay and assured us that our room nights would be credited as compensation. Despite this promise, no action was taken, leaving us feeling deceived and frustrated.

The service at the pool bar was shockingly poor. The staff demanded that we go up to the bar to order our own drinks and spoke to us in a condescending manner, as if we were children. While I believe in treating everyone with respect, the behavior of the pool bar staff was unacceptable and disrespectful.

The situation was further exacerbated by Juan at the front desk, who failed to address our concerns and outright dismissed the commitment made by Joy. This level of obfuscation and lack of accountability is indicative of deeply flawed leadership.

During our stay, we overheard numerous other guests voicing similar complaints. One couple was even discussing their issues directly with Juan, who seemed to be overwhelmed and dismissive. It is clear that this property has systemic issues that need to be addressed urgently.

This experience was a stark contrast to our previous stays at other Edition properties, such as in Miami, which we have always held in high regard. The Edition Hotel West Hollywood, however, has tarnished the brand’s reputation for us.

I want to make it clear that we were not seeking any special treatment; we simply wanted the issues we faced to be acknowledged and rectified. Joy’s offer to refund our room nights was a reasonable resolution that we accepted, yet Juan’s refusal to honor this agreement only added to our frustration.

I will be disputing the charges through American Express, as this is not the level of service one expects from an FHR property. The Edition Hotel West Hollywood needs to address these issues immediately, starting with a serious evaluation of its leadership and staff training programs.

I hope this review prompts a swift and meaningful response from the general manager, as this level of service is unacceptable and will lead to the downfall of The Edition brand if...