Paul Gluckman

Review of The London Hotel West Hollywoo...

Cheerful staff and oversized suite and luxurious b...

Cheerful staff and oversized suite and luxurious bathroom mask real problems in room-service food and staff responsiveness. Three room service orders resulted in food that was vastly overcooked and over-salted, including two that were so bad they needed to be credited to my account. Staff also made 2 unsuccessful attempts to deliver hot coffee with breakfast. Really? A 4-star hotel incapable of serving hot coffee? When I arrived, the hotel was in the middle of a 10-day process to replace all the room locks with the NFC type. This was all explaining in a letter left on my desktop apologizing for any inconveniences. Except in my experience, the installer who replaced my lock somehow managed to disengage the safety latch from the door frame so it was hanging from one screw. Despite the obvious security risk -- and questions about how an installer could have left the latch in that condition before going on to the next room -- it took 2 phone calls to the from desk and nearly an hour to get someone up to the room to fix the problem. I've had better staff responsiveness from the Hampton Inns where I've stayed.