I stayed at your Four Points in Westside LA on 9/2...

I stayed at your Four Points in Westside LA on 9/22. Unfortunately there was an issue with the pipes and after working with the front desk staff and engineers for about an hour I had no choice but to take a cold shower. At checkout I was asked by the GM whether our stay was OK, which is when we shared our issues with him. He offered Starwoods points and a room upgrade next time to make up for it, which at the time was appreciated.

Now objectively I have been very nice to the hotel staff every time we ve communicated, as I always strive to. It s not their fault that the pipes broke or that the room didn t stay the temperature I set it to and they really tried to make it better. Anyways, I told the GM that the staff was great, that I didn t have the same issues my colleague did with them, but that taking a cold shower sucks. I called back today because I never received a folio and unfortunately the staff failed this time. Here s what happened:

1. Called the front desk and was put on hold for 7 minutes
2. Called back and when asked if I could hold I said I was just put on hold for 7 minutes, is there someone I can talk to? . I was immediately put on hold.
3. Waited on hold for another 5 minutes. The same person eventually picks the call back up and then struggled with them to spell my apparently extremely complicated name. When I asked whether my Starwood account was linked to my stay I was put back on hold for several minutes.
4. A brand new person picks up and tells me my Starwood number after I ask the question again.

I honestly couldn t tell if they were messing me or if they are really that bad I haven t gotten angry in months and right now I am infuriated. I genuinely hate this hotel.

At this point I don t even know what else to say to them. They can keep their Starwood points and their room upgrade. This hotel deserves every bad thing coming to them. For the sake of their visitors, I hope they get their act together because it s truly pathetic right now.