I stayed here and was thoroughly unimpressed. Poor check-in experience as the staff had a lot of attitude, which is unusual at SPG properties in my experience. She gave me essentially the worst room in the hotel, I think, and as an SPG platinum member they are supposed to give me a suite if it is available or at least a nicer room. Said they were sold out. When I got to my room the view was literally of a wall. I called SPG and they called the hotel and within about ten minutes a guy showed up at my door with a key for my suite. Somehow, magically, a suite was available when just ten minutes before it was not and she swore they were totally sold out.
Room service was strange. There is no number to call so when I called the operator to ask for room service, she said she could take the order. That was helpful, but odd. Food was unimpressive, and expensive and small for what I ordered.
Staff was completely apathetic at every interaction. I even ran into an upper level management person who asked how my stay was. When I said it wasn't very good he didn't seem interested and followed up with a lame, "well at least that was taken care of" after I told him about something or other that happened.
My friend stayed at the Sheraton around the corner and when he walked into my room said his was much nicer, and he was comparing my suite to his regular room.
The only thing that was great were the doormen. Each was nicer than the next and could not have been more eager to help and sincere.
I will not visit this property again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LA Business Traveler,
Report response as inappropriate
Thank you for sharing your feedback. I do apologize that we failed to deliver a great experience during this visit.
I appreciate your recognizing the door team was sincere and eager to help. Clearly, our manager missed the opportunity to better respond to your feedback, he and I have spoken to ensure that does not happen again. Unfortunately, I do not have enough information on your stay to completely assess our missed expectations. I would greatly appreciate your contacting me with the details of your stay (dates and room number). This would allow me to review the check in and room service order so I can provide appropriate coaching and feedback.
Your SPG loyalty is appreciated and I hope we have the opportunity to have you back as our guest and demonstrate our commitment to excellence.
Please feel free to call me at 215.422.8200 or email me at firstname.lastname@example.org.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.