At first, there was a trouble about my reservation because I booked through Chase, but they quickly resolved it after I called the Hotel and chase for me. As for check out, I requested late check out for gold member as of the benefit, and they gave me 2 hours extra even on a fully booked day! Very impressive customer service.
My client flew in to attend meeting - and I drove in from Coachella Valley - great staff - very clean room - I frlt I had a mini vacation - the staff from check in to checking out on my two day stay where excellent- -
The only reason we booked this hotel was lack of choice - Super Bowl weekend. Good people, expansive lobby and within walking g distance of shopping and food. But hotel offered mediocre food, and so so beds. Nothing was done when I brought to their attention that there was mold in the shower enclosure!!!!!
Located in the heart of LA’s Chinese district. Front desk team were very welcoming. Rooms were comfortable, very sizeable with lounge area, 2 large screen televisions and quality linens. As with other Hilton establishments during our trip we noticed the reduction in bathroom towel stocks. Whilst we understood the room cleaning on request only policy due to covid I seriously frown upon having to give 24h notice for service. Replacement towels were obtained from the housekeeping trollies. Pre-covid you would have been awarded points in lieu of room make up. Gold member benefits as experienced at other establishments during our trip are being eroded, this included a credit towards breakfast as opposed to complimentary breakfast. Parking $9.95 per night. The property is smart looking on first impressions but is currently being allowed to deteriorate. The bedroom door security latches are without protective plates which has caused damage to the woodwork of every door I passed by on the corridors. Our bathroom had clearly suffered a leak resulting in damaged ceiling & woodwork which sadly included in some clearly visible fungal growth. Cleaning, I noticed that most hotel room doors were scuff marked as I walked past and sadly our bathroom shower area suffered the attentive cleaning required to prevent serious mould build up around sills. I did explain this on our departure to the front desk and showed evidential photos (happy to provide via PM if anyone wants to see) I suggested the room was not relet without serious attention. Whilst I was listened to I received zero follow up and this property was the only Hilton from our trip that didn’t invite me to complete an e-questionnaire hence this review after waiting 2 weeks. I understand the pressures that covid has presented the hospitality industry however this impressive building should not be allowed to deteriorate through lack of staff/maintenance. The eye is currently off the ball which is a shame.…
We stayed in this hotel this week , and extended our stay with Christine at the front desk, she was to advise Housekeeping . when we returned to our room are items had been bagged in a used bag and other personal items thrown away...we advise the front desk they admitted it was their mistake, when we ask for Tom the general Manager to resolve this we are told no management is on property and to file a police report. we have had stolen $500 of personal items from our room spent all day looking for a resolution...Do not stay at this hotel if you value what you leave in your room or expect management to stand by there mistake and make it right !!
Hilton treats their Gold members horribly only quoting policies. They will not give credit for stays and if you don’t book through their app or website, they recognize no status at all. They don’t have any bell hops on staff to help with luggage. The hotel policies make no sense. Marriott Gold members are treated like true loyal customers.
I have stayed here many times over the last 3 years and am always treated like family. The waitstaff and front desk staff are friendly and accommodating. The rooms are clean and the service is prompt.
The food is extremely expensive for what it is. The taste is not great for the cost. The service was good. And the room was good enough. Would stay again, but no eat in the hotel, get food from outside.
I was racially profiled at this property, and it’s severely traumatized me. The conditions were filthy, I brought the issues to the staff’s attention which turned out to be a grave mistake for me because in turn I was accused of drug use in the room with no proof (I’ve never done any drugs, not even smoked). I was yelled at/berated by the night supervisor and taunted & mocked as I became increasingly emotional and scared. He made the statement “you people come to this neighborhood and only cause problems” and it sits with me. I was denied a conversation with the GM though I pleaded repeatedly, and my emails following have been ignored- which is disheartening as I see he responds to all of the positive reviews here on TripAdvisor. The PTSD from the experience has made me terrified at hotels, making sure I document every interaction, from check in to check out. I travel often (2-4 times per month) and my experience at Hilton San Gabriel was an isolated one (most hotels are amazing) but the feelings remain. I was coaxed into not writing a review, out of fear of retaliation from posting a review, but as I am not allowed to get Hilton points anymore (which is fine, I stay with Marriott primarily) it seems just that I share a bit of the experience. Hopefully they’ve gotten better with management, upkeep and overall service since then.…
We planned a short trip to the Los Angeles area and searched for a hotel that was in a great location, affordable, clean, and had great customer service. This hotel definitely checked all those boxes. We stayed for several days at this Hilton. Our room was listed as "superior" but I would not classify this as "superior". While the bedding was comfortable and the lobby was beautiful I found the rooms to be just merely average. Here are some of the pros: 1. Hotel staff was friendly, professional, and multi-lingual. We were warmly greeted upon arrival. 2. The hotel was quiet, clean, and seemed to be in a safe area. 3. The Hilton app allowed for easy check in/out without a lot of fuss. 4. Privacy / security is a priority for this hotel! They have the elevators locked down so you need to unlock the elevator using the app, otherwise the elevator will not operate. This was a super easy process with the Hilton app. It also allowed for you to have a digital key to your room and block your room number from view so no one else knew your room number. This was AMAZING. 5. The beds and pillows were soft! Would have LOVED to bring home a set of new pillows like the ones in the room. There were only a few things I could see a need for improvement. Here are some of the very minor things I would love to see improved at this property to make this property a full five stars instead of a four. 1. Some of the features of the "superior" rooms could be improved. - There were only two very dim lights in the room and one very, very dim desk light (not even a lamp). I'd have preferred one more, brighter lamp. - Some of the fixtures, ceiling leak/repair, small chunk of linoleum out of the floor, soap dish in the shower/rust/loose fixtures, etc. were in need of repairs/ updates (nothing major, but something that would have improved my rating). - Some of the furniture was outdated and had small imperfections. 2. Roll away garbage cans were oddly just stored openly in the hotel hallways every single day, which was not a good ambiance- especially since one was only feet from our room. 3. While there was ample parking, the spaces closest to the hotel were taken up early in the day/evening. Parking near the back of the hotel was covered but very, very dark which did not make for a very safe feel as there were private homes in the corner lot behind an iron gate to the property. Parking was paid, which I was aware of when I booked, but even as a Hilton Honors member there was not enough space provided for Diamond/Honors members. Some perfectly good spaces in better lit areas were blocked off by traffic cones. 4. When we checked in we selected a room that did NOT have an adjoining room. However, once we got to the room we saw that it was an adjoining room. Would have preferred to have a room that was not adjoining. 5. Many hotels have done away with the privacy/please clean our room door hangers. This hotel has the door hanger but ONLY if you want privacy. Would love to see a little dial on the door that can be controlled from the inside to either mark that you would like the room cleaned or left alone. That way no one could alter your choice. We didn't have any issues, but this is something that could potentially happen to someone. Overall, I would say this is a good lower-middle of the road hotel. I would stay here again, but knowing what I do now, would be very choosy about the room.…