Missie Smith

Review of DoubleTree by Hilton LAX

They left me stranded at the airport for an hour a...

They left me stranded at the airport for an hour after I gave a specific description of my location (between pillars 5A and 5B), and the shuttle was the reason I booked the hotel. When I finally got picked up, the driver told me I should have been at 5F, even though no one mentioned that, and all they did was tell me to stand under the red hotel shuttle sign - there are several, and I was standing under one of the signs. When I arrived at the hotel, the receptionist just pretended like nothing happened and no one apologized.

The next morning, I took a shower in standing water because the drain wasn't working. Since the front desk was not helpful previously, I called the corporate customer service number. They said they would knock off $100 and comp my breakfast for the previous day's inconvenience so I decided to continue my stay. I don't think this would have happened if I tried to resolve it at the front desk.

The second morning, I discovered a rotting lemon floating in the coffee pot that I had used morning and night for the duration of my trip (picture included). I reported it and she asked if I wanted them to do anything - I said at a minimum I wanted a new coffee pot. She said they would send someone up immediately.

I got back tonight and they definitely hadn't because there's still remnants floating around in the water reservoir. Basically it seems like no one here cares unless you escalate things. I don't think I will get sick from the lemon, but it just seems like there is no attention to detail or customer service at this place. Would not recommend.