Great physical facility, location and rooms. This hotel is not what it used to be, as the former JW Marriott and Park Hyatt. Under the “reign” as opposed to “stewardship” of InterContinental, it is a shadow of what it once was.
Five stars are you crazy? A five star hotel has a clear sense of identity. This one is suffering from a severe identity crisis. They have run off most of the American clientele, except for conventioneers. There are many guests now from overseas that are vacationing mixed in with business travellers, conventioneers and during my stay, shockingly, gaudy gold buying companies that you would expect at a Radisson or Holiday Inn. So you get everything from tourists enjoying sight seeing in Los Angeles, to the few (relative to days of old) American business travellers to gaudy gold buyers allowed to hang their oversize and hideous signs just outside the “Spa.” I want to be clear that I enjoyed meeting the variety of guests there and even giving them pointers on where to “star gaze.” That was not the issue per se. The problem is that a hotel with five star status is either a top notch full service resort (which this hotel is not) or it is a reliable consistent higher end business destination (again, not so. They don’t even have a business center and send business clients to Kinko’s—seriously?). The best five star hotels can actually meet the needs of both vacationing and business clientele seamlessly.
The food also is suffering an identity crisis, consisting of ridiculously expensive, tiny and fussily arranged dishes, steaks that are tiny and leathery (I’ve had much better at Marriott’s under-rated mid-level hotels). And the Spa, built by the former Park Hyatt has treatment rooms that are unparalleled anywhere else I have been in the States. In addition, their staff for the most part, and treatment therapists are also excellent. However, the hotel, trying to discover another identity, has opened the spa doors to local clientele (I suspect trying to compete with the toney but overdone Equinox down the street). This has clogged the “Fitness Center” day and night and made the Spa largely unavailable to hotel guests, especially the business clientele that are in meetings all day and have limited openings in their schedules. I’ve never been to a Spa where I began to feel they’d rather I just go home than walk in seeking another treatment. Though they claim hotel guests have priority, this is very, very far from the case.
The only consistent identity this hotel has is one of getting every penny in every way conceivable and some inconceivable--and keeping rooms full, full, full no matter what the cost to their guests and hard working employees (the hotel is also pretty soundly understaffed). Twice they sent up a room service disaster. Apologies were in short supply and God forbid they would consider “comping” anyone for anything. I had to go round and round. The first time the best I could do was ask for the order to be remade, nearly two hours after I had initially ordered my meal. The second time a front desk manager with a title but no apparent discretionary judgment, told me to talk to the room service manager. I objected to having an alleged manager send a guest to talk to another manager. The front desk manager finally caved and “comped” part of the meal. This is cheesy stuff, not even the stuff of four stars.
The best thing about the hotel by far is the staff. With just a few exceptions, I’m not talking about the bean counters at the front desk or the Director of Ops/GM whose sole purpose in life is to get that fifth star--guests and his extraordinary staff be damned. I find the reviews of this hotel highly suspicious and out of touch--more lop-sided and odd than any other set of reviews I’ve read on this site.
The reviewer was right about the bills here. I actually sent my last two to be reviewed by my CPA. They seriously abused my credit card.
Higher floor rooms on East Side have great views of Downtown Los Angels, Wilshire District and the f...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
31 March 2012
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Thank you for your review regarding your recent stay. It is regrettable you were not satisfied with the service you received. We appreciate the candid feedback we receive and welcome any opportunity to improve. We hope that you give us a chance in the future to show you how great our hotel is.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC