George Linardos

Review of W Los Angeles (by Starwood hot...

I have stayed at this hotel many times on my frequ...

I have stayed at this hotel many times on my frequent business trips to Los Angeles, but I won't be doing so anymore in the future because of the rude treatment I received this week. After booking the hotel for one night, I realized the next day that my meeting would be over thirty miles away so it would not be convenient to stay there, I went to cancel the reservation only to realize that I had booked a non-refundable rate online without realizing it. I tried explaining to the hotel that I was a frequent guest (something they could verify in their systems) and I would continue to be, but I made a mistake by not realizing what button I was clicking and I therefore would appreciate if they could refund the rate. They told me it would not be possible. They wouldn't do it for me or any other guest - which simply isn't true. My assistant then tried to reach the manager to kindly request assistance on the matter, but the manager has for several days now refused to take the call or return the call. In other words - a pretty clear message that customers, even loyal ones, don't matter in the least to them. So I will not be staying there ever again. This one night's booking will cost them approximately $4000/year in bookings I have been good for in the past. Further, it should be noted that the hotel as a whole is getting long-in-the-tooth so it is probably time to move on anyway.