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“Lacking Luster” 3 of 5 stars
Review of InterContinental Los Angeles Century City

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InterContinental Los Angeles Century City
4.0 of 5 Hotel   |   2151 Avenue of the Stars, Los Angeles, CA 90067 (Formerly Park Hyatt Hotel) (Westside)   |  
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Ranked #52 of 324 Hotels in Los Angeles
Walnut Creek, California
Senior Contributor
22 reviews 22 reviews
4 hotel reviews
Reviews in 9 cities Reviews in 9 cities
4 helpful votes 4 helpful votes
“Lacking Luster”
3 of 5 stars Reviewed March 31, 2013

I have stayed here previously and the property now really needs refreshing. The bathrooms are tired and lacking the extra detail that I expect in this brand......moldy shower doors and missing caulking............cracked sink............certainly not expected. I am a Platinum Ambassador member and was not recognized and did not receive my fruit plate etc without having to ask several time. It seems all the investment has been in the lobby and meeting room area and i am sure they live well off the conferences. But when using my points.......its hard to beat!

Room Tip: If you get a deluxe suite make sure it is not a corner room as they are small and cramped..........h...
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  • Stayed March 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at InterContinental Los Angeles Century City, responded to this review, April 15, 2013
Dear malcolm h,

Thank you for taking the time to provide feedback on your stay. It is unfortunate issues with the room, and your interactions with the staff prevented you from fully enjoying your time at the hotel. We are confident the necessary adjustments will be made, in order to achieve complete guest satisfaction.

Thank you again for your comments, and continued loyalty as an IHG Rewards Club member.

Sincerely,

Ben J
Case Manager
IHGCare
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975 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (163)
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Atlanta, Georgia
Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed March 24, 2013

My new wife and I stayed here on our honeymoon after flying in from Australia. When we got there an irate guest was complaining in a very loud fashion at the front desk. He was yelling so loud I was like “what a rude guy.” Nope. Valid. We had just flown for almost an entire day and really just wanted a shower and to get something to eat when we got there. It was well after we were supposed to check in so we though no problem, shower and grab dinner at a nice restaurant. The front desk then told us our room wouldn’t be ready for hours, plural. My wife was upset at this as it was already over three hours after we were supposed to check in. The receptionist as completely unapologetic and made a snide remark or two before sending us to wait on one of the couches. We sat and waited with the steamed guest who kept saying to himself how ridiculous it was. Eventually, after about half an hour, we started talking. Turns out he had reserved ten rooms for a business conference and all of his clients had left because the rooms weren’t available. It was so bad he was afraid he might lose his job.

Finally we got to our room. A wheel chair room. The bathroom was ridiculous. It had handicapped fixtures everywhere and it was hard to take a shower due to the placement of all the fixtures. When you are over six foot and it’s designed for someone who is sitting down, showering is an adventure. I literally (not figuratively) had to almost get on my knees to wash my hair.

Well you probably get the idea by now. The service was horrible all around. Good luck if you want them to get you a cab. Good luck with room service. Good luck with a fast checkout.

Calling this place a five star (we had just stayed at a five star in Atlanta, Fiji, Sydney, and Cairns) is like calling dog poo a filet.

  • Stayed October 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OperationsLAXHA, Dir of Room Operations at InterContinental Los Angeles Century City, responded to this review, March 28, 2013
Dear Mike T,,
Thank you for taking the time to give us your most valuable feedback. It's comments like yours that help us grow. We are constantly seeking feedback to help us improve both our product and levels of service. Please accept my apologies for your less than perfect experience. I want you to know we take our service levels very seriously and your experience has been escalated to the Executive Office. I would love the opportunity to communicate with you on as many details as possible. I have sent you a private message to contact me directly. Thank you again and I look forward to our future correspondence.

Sincerely,

Dir of Room Operations
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berkeley
Contributor
14 reviews 14 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed March 20, 2013

This is a lovely and convenient place to stay in Century City, close by to Beverly Hills, Westwood, and reasonably close to LAX. All the service is first-rate, as you’d expect in the very best hotels. My room was immaculate, and I would stay here again.

I reserved a basic room (at a price just under top Beverly Hills hotels). When I arrived, I was told that even without my asking, they upgraded me to a small suite. There were 2 separate rooms, separated by a pair of veiled French doors. The outer room had a large sofa, armchair, coffee table, desk and chair, with its own small balcony large enough for a small table and chairs.

The bedroom had a king-sized bed. There was another, separate small balcony for the bedroom. One thing they did right: outlets. As every really frequent traveller knows, some of the fanciest hotels appear to have outlets only on the wall behind the immobile bed. There were 3-prong outlets available behind each of the bed tables and next to the dresser. The bed tables were thoughtfully placed about 4 inches from the wall, so I did not have to move the furniture the way I usually do in a hotel room. The room wasn’t perfect. The hotel thoughtfully provided a clock radio. But the mattress was 4 inches higher than the top of the table it was on. So I couldn’t read the clock from my side of the mattress. And, note to hotel management, please rotate your mattresses. The side near the bathroom sagged much more than the other side. The bathroom was large, with a separate bathtub and stand-up, if tight, shower. All the amenities are provided.

Be warned, there is one bank of elevators for a big hotel. The elevators were fast, but the walk to many of the rooms is really, really long.

I didn’t have the opportunity to eat more than once. I had a perfectly delicious hamburger with really good truffle fries and an excellent fresh salad. Service was great in the bar. I would have eaten in the otherwise empty restaurant, but the officious maitre’d made me feel completely unwelcome when I asked to see a menu.

Good job on the televisions, too. There's a flat screen TV in both rooms of the suite. The remote, as expected, is one that emphasizes the channels and movies you have to pay for. But to watch free TV, I just had to press channel up on the remote. A few were high def, most were not. There was an HBO channel that received no signal during my stay. Unlike my stays at several other luxury hotels, I did NOT have to navigate through endless premium-payment choices (movies, pay -per-view, porn) just to watch the local news. This is older, better technology. Thanks! It would have been nice to get a channel guide, and even nicer to be able to get a programming guide channel, but I found neither if they existed at all. For those who are interested, and since there was no programming or channel guide, there are channels in Spanish and Chinese and Japanese, and several channels in Arabic and maybe Farsi. There might have been others. Don't expect to get most basic-cable channels, however.

And a big, big compliment to the hotel for working climate control. When I was there for this visit to L.A., it was foggy with high humidity. The long, long walk to my room left me sweaty. It was 73F [22C] in the room. I set the thermostat to 64F [18C], and within moments, the air conditioner came on, with cold air and filtration pulling the humidity out of the air. Both rooms were comfortable within 15 minutes. This is impossible, for example, at the W hotel in Westwood, where their antiquated climate system is not able to do this.

I had one service problem, and one general hotel complaint. When I walked in to the hotel lobby from the entrance, my lungs seized up. The nauseating floral perfume air-freshener smell was overpowering. Ironically, the lobby had beautiful fresh flowers. This was not a quirk, and it was just as much of a shock every time I entered the hotel. When I went to my room, it too had the overpowering smell of floral air freshener. I walked the very long way back to the elevator and went to the front desk. Politely, I asked that an engineer be sent to my room to turn off the automatic air freshener. The desk person said, “Oh no, sir, we don’t have any automatic air fresheners.” I was thinking that perhaps she had lost her sense of smell in a horrible childhood illness, since she was working in a lobby that had a perfume smell much stronger than any perfume or soap store. I gently insisted, she repeatedly said there was nothing she could do about a problem that doesn’t exist. Begrudgingly, she phones housekeeping to turn off the automatic air freshener. They said..., not problem, they will turn off the automatic air freshener right away. The automatic air freshener that the front desk clerk insisted did not exist. By the time I got back to my room, the smell was gone. This story is partially about a failure of training, partially about not listening to the guest.

WiFi is $12.95 a day (3/2013) and it works. Parking is $36 a day.

Hold your breath as you dash through the lobby to the elevators. The smell makes it difficult to wait in the lobby or meet someone there. Note to management: it’s unpleasant, change it.

Room Tip: Get a room near the elevator.
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  • Stayed March 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OperationsLAXHA, Dir of Room Operations at InterContinental Los Angeles Century City, responded to this review, March 28, 2013
Dear 2542b,
Thank you for taking the time to share your experience. I am happy to learn you enjoyed your overall stay and the Hotel's offerings. You provided great detailed information that allows us to celebrate our successes and improve upon our areas of opportunity. My deepest apologies regarding the guestroom scent. Your recommendation has been taken under consideration. For the guestrooms, we are working to provide a neutral/crisp scent. Thank you again and we look forward to servicing you again on your next visit to Los Angeles.

Sincerely,

Dir of Room Operations
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Redwood City, California
Top Contributor
75 reviews 75 reviews
34 hotel reviews
Reviews in 38 cities Reviews in 38 cities
71 helpful votes 71 helpful votes
3 of 5 stars Reviewed March 19, 2013

Went to LA for the weekend, and rather than staying at the usual spots, decided to see what deals I could find through Priceline's Hotel Pro application on my iOS device. I was given a price and shown the 4 or 5 hotels it would most likely be, and decided to pull the trigger and see what I got. I was immediately booked into the Intercontinental, and was happy about the choice, as I had previously stayed here before when it was the Park Hyatt years ago, and really enjoy the Intercontinental in San Francisco.

When we arrived at the hotel, I was pleasantly surprised at the luxury of the lobby, bar, and lounge areas. There was a wedding reception going on, so there was music playing loudly from that side of the lobby, but besides that, the valet service was fast, and the front desk staff was friendly and helpful. Disappointment set in after that.

As we got to the elevators, we noticed that the elevators did not have the polish that the lobby did - the wood was worn, and there were noticeable blemishes and scratches throughout. We made our way up to our floor and as soon as the elevator doors opened, was immediately hit by a wave of stale cigarette smoke. Thinking it was an overzealous wedding attendee that had to have a smoke in the room, we proceeded down the twisty hallway to our room, only to find that the entire floor smelled the same way. It was like being in an old Reno hotel (Vegas hotels are much better at covering smoke these days). Once we got into the room, there was another smell, like a carpet cleaner that was too strong. As my fiance is very sensitive to smells, we immediately called down to the front desk to see if we could get a room change.

When we went downstairs to talk to the front desk, they were very gracious, but tried putting us into a room on the same floor as that was the only floor with a king sized bed available (really?). We accepted a room with 2 full beds instead and immediately were issued new keys and a new room.

On the way up, I was expecting the same experience, but as soon as we got to the floor, it had absolutely no noticeable scent. The room turned out to be an upgrade as there was a small office space that was separated from the room completely, but the room fixtures and furniture were all very old and outdated. The bathroom was alright, but could have been more brightly lit. Although there were no smells on this floor, the hallway did have some painters tape in certain spots holding wallpaper up, which was odd.

The bed was comfortable, and each room has a k-cup machine which was nice. There is a 32" LCD tv which is fine, but many hotels have larger screens these days. Called housekeeping to get some extra shampoo but they never came, which was a strike against housekeeping.

Overall, the stay was good - valet service was fast and the staff was polite. The location is good - you can avoid the 10 freeway by taking Pico or Olympic towards downtown, and you're within walking distance to the Westfield Century City Mall. There are great restaurants within walking distance and the hotel has a pool and spa (but I didn't indulge this time). Would I come back? Sure, if I get the same price again, but I wouldn't pay the rack rates or special rates on the website - check for deals - and hopefully the hotel will go through a full renovation!

  • Stayed March 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Las Vegas, Nevada
Top Contributor
103 reviews 103 reviews
32 hotel reviews
Reviews in 23 cities Reviews in 23 cities
33 helpful votes 33 helpful votes
4 of 5 stars Reviewed March 18, 2013

This was my second time staying here, this time for pleasure. I got a great price on a king deluxe suite and the room was very nice. The suite itself was great, plenty of room and very comfy. Yes, if you want to be very picky the rooms need to be updated a little but nothing bad. The bathroom and bedroom were in great shape with newer furniture. The only bad thing that caught my eye was the baseboards need to be replaced. The service was great, as expected from an Intercon property. Yes, valet is $38, but that is about standard anywhere in LA.

  • Stayed March 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Los Angeles, California, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed March 15, 2013

I made the mistake to book a two week business stay at this horrible establishment. Despite its lobby and the plush outlook, this is only the "window" to old and neglected interiors, even in the suite I was upgraded to. Everything was falling apart, stains on the carpet, a bathroom designed in the sixties and the brilliant idea of installing the noisy minibar in the bedroom, so you won't be able to sleep. The magnificent view of a vacant parking lot, stained my memory for weeks. Equally depressing was the bare balcony with terribly aging and drab garden furniture. The room service I used frequently (as a writer I stayed in working) is rudimentary and fit for a motel. But the quintessence of rudeness was displayed by a bell boy who brought my luggage down at check-out. I handed him a $5 note which he regarded with disgust, never said "thank you," then he pointed at the valet who had brought my car and said "aren't you going to tip this guy?"
If you like motel-style operations masquerading as four star hotels, book your next stay at the Intercontinental, Los Angeles.

  • Stayed December 2012, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OperationsLAXHA, Dir of Room Operations at InterContinental Los Angeles Century City, responded to this review, March 28, 2013
Dear Nico M.,
I would like the opportunity to discuss with you your recent stay at our Hotel. We welcome all of our guests feedback in an effort to improve. The ability to provide premium levels of service is one we take great pride in. I want to assure you this matter is taken seriously and has been shared with the Executive Office. I sent you a private message to contact me directly. Thank you again for your time and I look forward to hearing from you.

Sincerely,

Dir of Room Operations
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Auckland NZ
Contributor
16 reviews 16 reviews
16 hotel reviews
Reviews in 14 cities Reviews in 14 cities
18 helpful votes 18 helpful votes
3 of 5 stars Reviewed March 12, 2013

A very nice hotel but in need of a refurbishment. The entrance and ground floor areas were very inviting but unfortunately the hallways to the rooms are dim and dull, -- a repaint and paper would certainly brighten it up. The AirCon unit in the room was so noisy that we were unable to keep it on at night otherwise we wouldn't have slept well especially with the fridge being loud as well, it was a good job that the bed was comfortable. The Ice Machine on our floor didn't work so had to travel to other floors to obtain some - inconvenient and thats even after we reported the fault.
The courtesy limo was a great asset, especially for Century City shopping. The staff were superb, very informative and helpful. The restaurant and lobby bar were both enjoyable.
If the Hotel was modernized and updated I'm sure it would make a vast difference and attract lots of guest as it's in a good location.

  • Stayed February 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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OperationsLAXHA, Dir of Room Operations at InterContinental Los Angeles Century City, responded to this review, March 28, 2013
Dear TrishalAucklandNZ,
Thank you for your feedback. I'm very happy to read you had a great first impression of our lobby and enjoyed the professionalism, courtesy, and friendliness of our staff. It's typically the personal touches extended by our staff that makes our guests feel this is their home away from home. We strive to meet and exceed our guests expectations. I'm happy to inform you the guestrooms will receive a Room Refresh this calendar year and we are in-progress of revamping the motors of our air condition units. On your next visit from New Zealand, I invite you to return to enjoy the beautiful InterContinental Los Angeles.

Sincerely,

Dir of Room Operations
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Additional Information about InterContinental Los Angeles Century City

Address: 2151 Avenue of the Stars, Los Angeles, CA 90067 (Formerly Park Hyatt Hotel)
Phone Number:
Location: United States > California > Los Angeles > Westside
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#17 Luxury Hotel in Los Angeles
#24 Family Hotel in Los Angeles
#30 Romantic Hotel in Los Angeles
#51 Business Hotel in Los Angeles
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — InterContinental Los Angeles Century City 4*
Number of rooms: 363
Official Description (provided by the hotel):
The InterContinental Los Angeles Century City is a taste of true Hollywood style. Our convenient Westside address is within walking distance of 20th Century Fox Studios, MGM Tower, Beverly Hills Rodeo Drive and upscale shopping at Westfield Century City. A quick drive will take you to the Getty Center, Los Angeles city centre, UCLA or the beach. ... more   less 
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Also Known As:
Intercontinental Los Angeles Century City Hotel Los Angeles
Los Angeles Intercontinental

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