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“No customer service”

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DoubleTree by Hilton Hotel Los Angeles - Norwalk
Ranked #2 of 6 Hotels in Norwalk
Lancaster, California
Level 4 Contributor
30 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
“No customer service”
Reviewed June 18, 2012

Hotel and rooms are very nice but the customer service sucks. Housekeeping leaves something to be desired to for a Hilton hotel. First thing we noticed was the toilet seat had residue that looked like feces on the inside edge. Disinfected it ourselves before we woiuld use it. Had to argue with front desk personnel to get a refrigerator for medicine. She said they don't have them but one showed up at the room about an hour later. Got locked out of the room because lock only works if you lift up on handle. Supposed to work both up or down. Had to wait for front desk to answer phone so i could get back in room. They told me to try lifting up instead of pushing down and it worked that way. To lazy to get maintenance to fix it so it is still that way. Green light was working ok. Coffee maker in room looked like it hadn't been cleaned for months as the dust was all over it and coffee residue was on it that had dried up. Tray had an outline of dust from where it was standing. Second morning tried to contact another room and operator never answered the phone, tried the care number and it went to voicemail but it wasnt working either. Tried front desk and operator numbers and they didn't work either. No one would answer and line transferred to voice mail but said that line didnt have a mailbox. Finally went down and found not one person at front desk so found our friends waiting in lobby for us as they tried the phones and got no eresponse for over 15 minutes like we tried so we all went to breakfast. Informed front desk of all the things and they said they would make a note of it and let housekeeping know of the issues but it wasn't any bette when we checked out the next day. Truck traffic noise was very bad at night because room was on freeway side of hotel.

Room Tip: Get a room high up and not on freeway side of hotel
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  • Stayed June 2012, traveled with friends
    • Value
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    • Cleanliness
    • Service
Helpful?
Thank Richard S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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583 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Florida
Level 3 Contributor
17 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed June 1, 2012

Have stayed here twice in the past three months, each for 3-4 night stays. My wife and I had business in LA, but didn't want to expense of a downtown hotel and parking fees. We got good rates through Priceline for this hotel both times. During rush hour you are about 45 minutes from downtown (15-20 minutes otherwise).

The staff here is incredibly friendly. Both times we were greeted and checked in (with cookie) very quickly. Although the reservation was made and prepaid through Priceline, we requested a King room and got it both times, on the "quiet side of the hotel" (away from highway). Rooms are very comfortable, but nothing over the top. Nice TV, bathroom, and both times everything was very clean.

Parking was free and plentiful. Didn't try pool, bar, or upstairs internet (which had a fee). Did use computers to print boarding passes and free downstairs wifi a few times, which both worked great.

A couple of tips: Put the "Do Not Disturb" sign up. Housekeeping apparently starts cleaning rooms at 8:00 in the morning as our door was knocked on at 8:00 one morning and 8:15 another morning by housekeeping. Second, the hotel elevator is a walk from the main door. Drive past the main entrance to the lobby, and park on the back side of the hotel using the door by the pool area. It makes the walk a little shorter - especially if you have lots of luggage.

I'd happily stay here again.

Room Tip: Request a room away from the highway.
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  • Stayed May 2012, traveled on business
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Helpful?
1 Thank DEI2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 1 Contributor
3 reviews
Reviewed May 31, 2012

I was extremely Happy. My son had his wedding ceremony and large reception there. We had lots of family come from out of town to stay at the hotel. Joselyn was the coordinator for the wedding at the hotel. She was great!! The hotel staff was very accommodating for all our needs while we stayed at the hotel. 5/19/12. G. Pasmant

  • Stayed May 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Gloryjean
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 3 Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed May 7, 2012

Doubletree was recently bought out by Hilton and it shows. The rooms are tastefully decorated but the shower was the best part. It was so relaxing and you're surrounded by marble. Had a great night's sleep on our little weekend getaway! Be sure to put the "Do Not Disturb" sign up, though, they woke us up twice!

  • Stayed May 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank AirLinguist
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Santa Maria, California
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed May 2, 2012

I came here to check in at 2:40 pm and was told there was no rooms available and that I would have to wait 15 minutes. 20 minutes later I checked with the hispanic man at the desk and there was STILL no rooms. I told him at that point that I needed to get ready for a wedding that I was attending in the area. He offered the public restroom on the bottom floor (which had contractors working and was "closed for cleaning") or the gym on the 2nd floor. What an insult!!!!! We were in a time crunch so my brother's girlfriend and I went up to the gym anyways to curl our hair and do our make-up in the middle of some guy's sweaty work-out. There was no restroom so we were sitting in the front of the full length mirrors against the wall. Obviously not an ideal way to get ready!! At 4 pm we left to go the wedding and STILL no room. What happened to the 15 minutes? What kind of poor managed hotel doesn't have double bed rooms available for people at check-in time? There was a lot of people waiting for rooms, we werent the only ones! Is this how you treat a customer that prepaid for 3 rooms in the same hotel? In addition, the icing on the cake was when we got back to the hotel at 10:30 pm and our room key didn't work and one of our double beds was missing a comforter. Also, only 2 bath towels for a 2 double bed room? Really?!!! It was too late and we were too tired to even bother complaining again. Talk about the worst service EVER, and no apologies! I will never be back to this hotel!!! I will also be leaving this same review on EVERY travel website to warn others of the poor service at this location! Ridiculous!!!!

  • Stayed May 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank Deez805
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lake Mills, Wisconsin
Level 5 Contributor
62 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
Reviewed April 26, 2012

This Doubletree is a nice hotel in a neighborhood that is roughly between Santa Ana (John Wayne Airport) and LAX, if you find yourself, as I did, flying in one and out of the other!

The entire lobby / bar / restaurant area is very nice, obviously recently updated. The elevators are a bit of a walk from the front desk, but it's not objectionable. I didn't witness the bar when it was busy, but it looked very nice and fully stocked, with a floor-to-ceiling wine rack adjacent to the restaurant. The restaurant buffet breakfast could not have been better - eggs to order and a complete display of fruits, potatoes, meats, oatmeal and the like. The waitstaff was wonderfully friendly and accommodating.

Now for the dark side: As I first entered my room, I was pleasantly surprised by how large it was, with plenty of room to put up the ironing board. Shortly thereafter, I couldn't help but notice that the floor had not been vacuumed. Isn't it common to vacuum when guests vacate a hotel room? Not here, I guess. There were minor inconveniences, too - the pen provided had no tip on it and the tub drain was slow. The HVAC was good, and Doubletree's policy of giving HHonors guests 2 free bottles of water was appreciated.

I was most disappointed in the fitness area. The equipment was several years old, but largely functional; however, there was no water in the room, no towels (okay, there was a singular huge bath towel, but that's it), and as you might expect when maintenance items are ignored, the room felt somewhat ignored by the cleaning staff. Shouldn't a fitness center be wiped down frequently?

The overall facility was very nice for a non-new hotel, but with very little effort, this place (and the experience) could be taken to the next level.

Room Tip: My room was on the I-5 side, but the noise wasn't objectionable.
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  • Stayed April 2012, traveled on business
    • Value
    • Location
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    • Cleanliness
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Helpful?
3 Thank Cheesehead7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Enkhuizen, The Netherlands
Level 4 Contributor
44 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 61 helpful votes
Reviewed February 28, 2012

After a disappointing night in the Culver City Doubletree hotel, it was time for another DT property. Our hopes were not high until we entered the modern lobby and were met by very friendly front desk staff.

Our room wasn't ready but a similar junior suite was, so we were checked in with minimal fuss.

The Junior Suite was narrow but long with a rather large bathroom with the Crabtree and Evelyn Citron products. The sitting room was comfortable, however, we did miss a second television, which was positioned on a dresser between the sitting area and the bedroom.

The bedroom was separated by a partial wall from the sitting area and the bed itself was exceedingly comfortable.

The bar area is adjacent to the lobby and was worked by Kimberley, who was a wonderful business card for the hotel in how she spoke, acted and indeed performed her role!

Breakfast was good with plenty of fresh fruit, breakfast breads and an omelette station. Staff were adorable and very helpful.

This is how Doubletree hotels should be like! Thanks for a great stay!

Room Tip: For that extra space, book a Junior Suite
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  • Stayed February 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank 747jet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about DoubleTree by Hilton Hotel Los Angeles - Norwalk

Property: DoubleTree by Hilton Hotel Los Angeles - Norwalk
Address: 13111 Sycamore Dr, Norwalk, CA 90650-8339 (Formerly Bluestone Hotel)
Phone Number:
Location: United States > California > Norwalk
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 6 Hotels in Norwalk
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — DoubleTree by Hilton Hotel Los Angeles - Norwalk 3.5*
Number of rooms: 171
Official Description (provided by the hotel):
Welcome to the DoubleTree by Hilton Hotel Los Angeles Norwalk. The hotel is within easy reach of Southern California landmarks such as Disneyland (11 miles), Universal Studios (24 miles) and Knotts Berry Farm (7 miles) We are centrally located in between Downtown Los Angeles and Orange County. So if you are going to the soak in the sun in Santa Monica Beach (29 miles) and surf the next day at Huntington Beach (29 miles), our hotel will be the place to be. Wherever you may be flying in, whether it is Los Angeles International Airport (21 miles) or Long Beach Airport (11 miles) or John Wayne Airport (24 miles), the hotel can provide an easy location to find. ... more   less 
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Also Known As:
Marriott Norwalk
Norwalk Marriott

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