Beverly Hills Marriott

I stayed here for the Labor day weekend and was very upset with its chaotic management.

The 2 double bed room we originally assigned to was a mess (see pics) upon checkin so we asked for room change. The reception lady told us no other room was available and would send someone up to clean up. Nobody came in the next 10 minutes and we were in a rush so we walked down. They offered 2 king bed rooms, which we accepted. Yesterday when I checked my credit card, I was charged TWO rooms. Really Marriott?! Then I tried to reach the hotel manager 3 times, left 1 voice message and 1 note through reception. She did not call back. Nothing. Today I phoned, manager wasn’t picking it up again so I just had the reception to remove the additional room charge.

In addition to that, the hotel’s service lacks details. One morning 2 out of 3 elevators broke down and it took me 10 min to get down and up each time. I tried to report to someone, one Spanish-speaking staff wasn’t responding to me while the reception had only 1 guy assisting a line of customers. The situation looks very pathetic. Another afternoon I used the swimming pool and I noticed the water being very dirty. It’s summer time and hotel gets busy. Can they just pay attention to what’s really going on in the hotel?

This is far from what I expect from Marriott as gold member. I paid over $300/ night but wasted too much time and energy resolving simple issues that any basic hotel would not have. If Marriott had satisfaction guarantee I’d ask my money back. More importantly the manager doesn’t seem interested in hearing my experience so this is how she will get heard.

Bad experience. Will not come back.