After being a regular client of LeMontrose for over 3 1/2 years, I will never stay here again.
The management clearly doesn't care about how their guests are treated regardless of how much loyalty is demonstrated over several years.
The recent remodeling of the rooms is a visual assault of patterns and cheap finishes. No one is ever comfortable on plastic vinyl sofas. Not sure who the designer was, but clearly they know nothing about hospitality design. Pattern against pattern against patter against pattern is not 'design'.
At this point, I've written the place off completely.
I sent the email below to Stephen Bohjalian the General Manager after having a bad experience and he expressed little concern in addressing my upset and frustration.
I emailing you because I want to let you know that due to the events of my most recent stay at LeMontrose, I will be ending my ongoing patronage.
I’ve been a regular guest of the hotel since July of 2010 when my Dad was diagnosed with cancer. I began regular trips down to L.A. to stay nearby and help him with his chemo at UCLA.
Troy Berry, the revenue manager at the time always took excellent care of me each and every time. From time to time when there were medical emergencies, he was always able to fit me in and very often gave me my preferred rooms as I always stayed a minimum of 5 days, but usually a full week. This has gone on for over three years. With monthly visits of a week @ approx. $1,800.00 including parking and tax, that amounted to $21,600 per year, @ three years - $64,800.00 of revenue for LeMontrose.
During each and every visit, I always parked my own car. A $90,000 BMW 5 series. This was never, ever a problem – not even during the extensive remodel of the hotel which I endured over many of the visits.
Parking my own car was one of the main reasons I selected LeMontrose in the first place. No waiting for Valet to retrieve my car, peace of mind knowing exactly where I left it in the garage and not worrying about a 20-something kid driving my car and being able to run down to the garage if I needed to get something out of the trunk.
Paying $36.00 per night to park – guests should, if they choose, be able to park their own car.
This brings be to this past Thursday, Thanksgiving Day. After driving all day from San Francisco, I was told flatly by the valet attendant that I would not be able to park my own car, that “the rules have changed”.
This was news to me. If this had been mentioned to me when I made the reservation, I would have made other arrangements and not booked at LeMontrose. Period.
I asked Dustin at the front desk(who has also taken very good care of me over the years) about this new rule and he was only able to say that there had been a policy change. I asked for the new manager and Adam Levy finally came out.
I explained to him that I was a long-term, regular guest and have always parked my own car, that it was my preference and that I would like the exception to be made for me. He became indignant.
He talked about how he didn’t want to “get into trouble by allowing that” and that you, Stephen, had set this new rule. He said that there was “construction” happening (which, of course I have encountered many times over the years).
I asked him to please have you call me on my cell phone to gain your approval, but he refused and got more and more argumentative – which I thought was a crappy way end my long day of driving.
After about 15 minutes of back and forth, I told him that I was done with the conversation since it was getting nowhere and I was not being accommodated for this simple request.
I felt like I was talking to the manager of a fast food joint who wouldn’t even go to the trouble of making a phone call.
So, congratulations to Adam Levy for winning an argument with a paying guest and pissing them off so much, that they will never stay at your hotel again. In that one conversation, representing LeMontrose, he demonstrated that the value of my patronage was worth exactly, nothing.
Take this email communication for whatever its worth.
Maybe you have oodles of guests who have added $64,800 in revenue over the past few years.
If Adam Levy continues with his approach to your front desk management, my guess is you’ll likely continue to lose people like me.
So, there it is. Thus may not be important to anyone else, but how guests are handled when a disappointment arises definitely is.
The Beverly Hilton offers self parking, with much nicer rooms and they treat guests like guests.
- Official Description (provided by the hotel):
- Located in a quiet neighborhood just steps from Los Angeles’ Sunset Strip, Le Montrose Suite Hotel is designed with your privacy and comfort in mind. From the exclusive Privato Lounge and rooftop pool with panoramic Hollywood views, to our stylish studio and one bedroom suites, each element of Le Montrose is beautifully detailed with warm, urban appeal, sleek sophistication and an edgy, elegant attitude. Our West Hollywood location finds you minutes from the finest shopping, restaurants, and nightlife that Los Angeles has to offer. A daily $20.00 Amenity Fee will be collected at the property. ... more less
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- Also Known As:
- Le Montrose Hotel West Hollywood
- Le Montrose Suite West Hollywood