Eden N

Review of Drai's Hollywood

By far the most disappointing W Hotel experience I...

By far the most disappointing W Hotel experience I've had. Specifically booked a suite with a view to celebrate a friend's birthday; we were given a lower rate room with no view upon check in.
Followed up with staff and were given a new key to a room, which had dirty towels, dirty sink and missing amenities. No recourse or apology when this was brought to the attention of front desk. We had also requested several times (and several days in advance, which you can do through the Marriott app) for toiletries which were delivered bit by bit, because staff kept forgetting to bring bits and pieces of our original request. After check-in, we waited in our room for 2 hours to get our room sorted and everything delivered. Huge waste of time.

Prior to check in, the hotel emailed us twice to ask if we were celebrating a special occasion and if we had any requests (this is standard for a Platinum member). Both times I emailed back requesting recommendations and informing that it was a birthday, and got zero response. What's the point in pretending to offer service when there isn't any? Guests will be less disgruntled if you just don't ask at all.