Hilton Garden Inn Los Angeles Airport

Hotel is under renovation hence packaged breakfast is provided, oh the option just not that great

First this hotel is uber a serious renovation since mid year but wasn’t stated on the website, I was meant to pay a hotel deposit of $52 .65 but the receptionist insisted that it was $100 instead and up till now, they’re yet to refund me, breakfast is a paper bag with 1 tiny apple juice and muffin with small bottle water and you’ll have to come pick it up at the reception. No room service except on request. You need towel change? You pick it up at the reception. I had the worst 4 nights there. Room had this mud smell and they couldn’t change the room for us.

This hotel provided the worst customer service I have ever experienced. They started by putting a pending charge of four times their standard security bond ($200 USD instead of $50 USD) onto my credit card in two transactions. During our first day the cleaning staff threw out $95 USD worth of property from our room. Everything that wasn't inside our suitcases was gone. The reception staff's immediate response was to say I must have asked for the cleaners and was therefore to blame. Instead of being empathetic or even slightly helpful, I had to ask and prompt them for everything like; "Can I make an incident report?" "Can I please have a toothbrush and toothpaste from the hotel?" I eventually confirmed with the management it was because they had lost/deleted our booking from their system, so the cleaning staff assumed the room was meant to be empty (despite the suitcases and possessions inside). I asked if there would be an issue with our security deposit returning, as I couldn't see how their automatic system would process the pending funds/cancel the transaction at check-out if they didn't have our original booking. Management assured me it would be fine, but unsurprisingly their system only refunded the security deposit for one transaction and charged my account a further $100 USD. The assistant manager at least attempted to reimburse my account $95 USD for our possessions, but these funds were then debited again by the hotel the same day. Despite me sending several emails requesting assistance and updates, I have only received one response from them which just said they would get back to me. It has now been six weeks since I stayed there and I’m not even receiving acknowledgement of my emails, let alone help with a resolution to the problems. Terrible overall experience, the customer service was so bad and I am still out of pocket $195 USD.