I stayed at the MdR in August, I flew into LA direct from Melbourne and had requested an early check in. I had read all the previous reviews and everyone was commenting how great the property was at providing early check ins. This was the MAIN reason I actually booked this hotel, I also called the hotel prior to departing from Melbourne (Australia) as per the instructions from other reviewers and it was very disappointing the staff on the telephone were not helpful at all. I think they were there just to be paid but do no work!
Upon arriving at 7.30am, I needed to be at Santa Monica by 9.30am for a day tour. I was extremely disappointed that there was no early check in available for me and that conveniently all rooms were apparently booked that morning. It was very disappointing as I wanted to have a shower and freshen up prior to my tour after a 14 hour flight. However this was not an option. I was directed to the toilets near the pool area (I couldn’t find but finally found) which were disgusting and I couldn’t touch anything. I was so disgusted I could not wait to get out of there. Eeeewww YUK!!!!!
I asked reception if they could place my insulin in a fridge until I returned from my tour and the entire request was an absolute drama that in the end, I felt I was being told in a roundabout way, something would happen to my insulin, so I opted to leave it in my luggage. How hard is it to leave it in their staff fridge? So bloody frustrating and to top it off, I was given the third degree re early check in.. Seriously, if someone has left comments in their booking, it is common courtesy to email them or call them and suggest another option if early check in is not available. There has to be some form of communication or something. When people travel and have literally just arrived after a long haul flight, they want comfort, not grief and this is what I found I received, grief and lots of frustration!!!
The room was ok, needs to be updated. It was spacious, and fine, fulfilled my requirements. I had asked reception earlier in the day for a transfer to Long Beach, I was advised to take a CAB and they would look at other options and get back to me.. Well no one got back to me.. Quite frustrating again. I called reception that evening and a young lady organised a private car for me, she explained the benefits and the non benefits and I decided to go ahead.
Check out was smooth and fine, however I couldn’t wait to get out of there.
The drive to Santa Monica took over thirty minutes, hence why I didn’t go back the following day and just departed for Long Beach. The shops and restaurants in the area were convenient however I didn’t notice them until the day of departure.
Booking my accommodation at the property was extremely painful as the price on the rooms continued to change to the point they were reduced dramatically after I had paid and booked and the property or HILTON would not do anything because it was outside the 24 hours. Can someone please tell me, once you book a hotel, why would you check within 24 hours just in case the price has gone done???? This is completely observe and the only reason I saw the lower price was by accident because I was showing a friend where I was staying. I understand procedures are in place, however if you would like returning guests, you look after your guests.
Would I stay here again? Hmmmm not quite convinced that this hotel has the guests best interests at heart so I would look at other alternatives and probably stay here as a last resort.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your feedback regarding your experience while visiting the hotel. I would like to apolgozie for the confusion and frustration you had upon arrival and staying at the Hotel MdR. The staff tries to honor all requests in order to accommodate our guests. Our guests best interest are always at top of mind. I have passed your experience along to our Guest Services Manager to follow up, retrain and encourage the associate you spoke with how to better handle the situation in the future. Other guests should not have to experience a similar situation as yourself. I know what it's like to arrive early, have expectations and then to have them not live up to what you expected.
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I would like invite you back to our hotel in the future. As of November 1, we will be doing a full lobby, restaurant and bar renovation. Minor changes will also occur within our guest rooms. By the middle of February we should be complete. Our location is great as it is a good middle point between the destinations you experienced.
I look forward to meeting you on your next visit. Please reach out to me if there is anything else that I can do to be of assistance.
Hotel MdR - A Doubletree by Hilton Hotel
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.