We had our worst experience with this hotel and it...

We had our worst experience with this hotel and it was an absolute nightmare. We originally stayed for 5 nights and then wanted to book an additional night the following week (since we were leaving for a cruise). We simply asked the front desk to book the additional night with the exact same add-ons we had before when we last booked (eg breakfast, wifi, number of beds etc). They gave us a confirmation and we thought we would be on our merry way. However when we came back from our cruise we were told that we did not ask for breakfast and that we would have to pay extra for it which made no sense since the lady we spoke to for the second booking assured us that the exact same add-ons had been included.

Also when we asked to speak to the same lady we spoke to before in order to sort this out, we were told she was not here....but we later literally spotted her working a couple meters away. When asked why this was we were told she was on her lunch break, but it was around 6-7PM when this happened...

Worst of all, when their front desk supervisor, Gregory Yanez, came out to speak to us he was extremely abrupt, rude and did not show any sympathy. He acted like we were the ones that did something wrong and after giving us our "options" he simply walked away without a second word. When we called him back he explained that he was being "direct." This makes no sense as this is a hotel and we were on vacation, not at a drill camp, there was no need for him to be excessively direct. There was absolutely no customer service involved and we felt like we were being blamed for their mistake. We will no longer stay at this hotel when we visit LA anymore.