Here's the text of my wife's letter to HH. We'll see what they do about it.
I'm sorry to be writing you about this, but feel something needs to be looked into.
My recent stay at your DoubleTree Culver City (December 31st - January 4th) had some small problems... but the fact that they remained uncorrected during our stay was more of an issue.
First, I was surprised that there was a major renovation going on in the hotel. I had not seen any notice of this on the site and would have chosen a different property had I known. It wasn't just the noise (early and late) because we were out most of the time, but I was also told that the upgrade I was entitled to couldn't be honored without even more inconvenience.
When we checked in we were assigned a room and offered a cookie. I was told that, since both my husband and I are Gold members we could be moved up to the 12th floor... but, because of construction, it would be noisier and there could be interruptions. We decided to give up the upgrade to avoid that, but don't feel we were spared any of the trouble.
Taking showers that evening, my husband noted that the vent (over the shower) was blowing dust into the bathroom. Looking at it (and the picture is attached) we could see that it really was filthy, a breeding ground for who knows what and, over the shower meant it was putting dirt on you as you tried to get clean.
This is certainly not what we expect from any Hilton property.
The next morning my husband explained this to the young Asian man at the front desk. He told him quite clearly what the problem was and where, and also mentioned that the sprinkler head in the bedroom was caked with months (years?) of dust as well. We don't know if this meant there might be some malfunction of water spraying unexpectedly from this thing - or if it would work should be actually be caught up in a fire. Either way, it needed to be addressed and right away. The man assured him it would be dealt with that morning.
The next morning, since nothing had been done, my husband again reported the problem... this time to a young woman. He told her that nothing had changed and he'd really like some action. The results were the same: nothing.
On the third morning, he spoke with Aaron at the main desk and repeated the request to have something done. Aaron told him that housekeeping claimed that they could not get into the room to deal with the problem because we had the "do not disturb" notice on the door. This was silly because the room had been made up each day and we only had the notice on the door while we were sleeping or getting ready to go out. It was off the door by 9:30 each morning and not back on until after 9 at night. And, as I said, the beds had been made each day.
We mentioned upon checking out that no cleaning of these basic things had happened during our stay and the front desk seemed stunned to hear anything about it.
Unfortunately that was not the end of the peculiarities. When we closed out our tab, we found that we had been charged for four days of parking at $15 a day. This is not only overpriced for the area but shocking in that we did not have a car at any time during the trip.
How you could "accidental" charge someone for parking a non-existent car is a very suspicious sort of mistake and calls into question both the management of this hotel and the Hilton oversight of it. I mean, how many little charges are normally slipped into the bill and paid by the unsuspecting who do not check their receipts? What kind of business would pad their bottom line by doing this?
Now, if we had mentioned these dusty problems once and had them dealt with, you would not be hearing from me. But to mention it three times and still have had no service is really unthinkable.
This parking thing is something else altogether. Even thought the charges were eventually removed from the bill, I would like to see something from the manager promising they will never try this sort of trickery again and a guarantee that all personnel will be alerted to this scam-like procedure - and told to nip it in the bud. This serious breach of trust.
Think about it. You expect to be charged accurately for what you do, things you use, and anything you authorize. And I've never been disappointed with Hilton simply adding little extras to my bill... because they've always been right until now. Down to the penny.
I look forward to your speedy reply and earnest correction."
Hilton has always been pretty good in the past. Usually during the stay but, if not, by making it up afterwards in some way. I hope I can report that they've done so in this case... we'll see.
Higher floors are better... but ask which side of the hotel has the view you want. It is too far fr...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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DoubleTree by Hilton Los Angeles Westside
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