Outdated, poor management, no customer service Our experience happened in June 2022, let’s hope the management has taken action since then. In a nutshell, almost 3 months after our visit, I still haven’t received any refund promised for the downgrade of room we had during our stay. I do not recommend this place Our story: We were guests at the Sunset Tower hotel in Los Angeles on June 12th and June 13th until Tuesday 14th in the morning. Our booking agent has been in touch with someone called Erin by phone since the issues we have met but did not receive any news unfortunately. 30 minutes check in at 11 pm 2 out of 3 cards did not work to open the room We’ve been asked to remember our room number instead of writing them down on the room key envelope. Who does this? Downgraded room for one of us One of our room was very tiny and clearly not the superior room we had booked and paid for. Some dry paint had fallen on the floor and the smell was not nice. Unable to find another room for our colleague, we decided to stay and find a solution the next morning. Wake up call at 4 am (not requested) At 4 am, I received a wake up call and the person on the phone said: “Sorry sir, wrong room number”. Seriously? The next day our colleague was moved to a proper room and we agreed with the frontdesk manager that we would not pay for the first night for Marie’s room only. Refund not received until now (26 AUG 2022) The same day the front desk called me to ask for my credit card as it was not registered properly in the system when we checked in… I have been charged 3592.26 EUR for 3 rooms for 2 nights through our booking agent (Visa Infinite Concierge service) but I have not received any refund or excuse for what happened. Cockroach in the dining room We have seen a cockroach near the bar on the last day, you can see it on the picture. You can imagine how bad the experience has been. Noisy room Rooms are outdated with an air conditioning system from the 80’s very noisy even when you turn it off.
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