This hotel is a perfect location for LA Downtown, accommodation is good. Location is super when you would like to visit LA Live (convention centre,sports, music, restaurants, ect....). Room is clean, service in the bar is excellent. At reception very well received but unfortunately if everything is perfect then always something can happen. But then it is the question how to avoid to upset a guest. My laundry was collected (9am) before requested (10am) time in the morning and for same day return before 7pm. Laundry was not returned before 7pm30, what to do contact by phone: at your service. Got reply we will deliver it to your room a.s.a.p. Went for a quick dinner, returned to my room. Yes, my laundry was returned but in the same laundry bag as collected and not washed. Not even a message with ..... . Contacted "At your service" and requested to speak with duty manager unfortunately he was busy with other client. Was informed I would be contacted immediately after he was finished with client. Waited for his call and after 15 minutes contact again "At your service" were I was informed the duty manager was not available as he was gone for dinner. Of course I requested as soon as he would be returned form his dinner to contact me. 10 minutes late phone call from duty manager. He apologised for the inconvenience. I did not accepted his apology as I believe if you promise to contact your guest you do not go for a dinner, this is not the service you expect to get from this level of hotel. He could not inform me why it was not washed and could understand my situation as I need a clean shirt for my meetings tomorrow. The offer he made was to deduct 70 Usd. from my account (That is all what he could do, Laundry service not possible). I explained him that this is not the way how to deal with me and I would not accept his offer. I believe this duty manager does not understand that for business meetings you need a clean shirt and not a credit on your final payment. Incase you would like to offer something it should be at least one night stay for the inconvenience. Does this duty manager knows what a new shirt cost ??? At least that would cover my expenses to get a new shirt before going to my meetings. It seems that giving service to your guests and try to solve a problem is not easy but thinking about yourself and going for dinner before returning a call to your guest is normal. The hotel management should wonder if this is normal for a perfect hotel as it still is for many guests and me. Or does the duty manger find his position more important then his guests.
Thanks for the nice stay and believe me this should not happen.
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