Hilton Garden Inn Los Angeles Airport

The hotel was under construction and that was not mentioned on trip.com . Hotel authorities say it’s in Trip.coms website but it was not . The breakfast voucher was not there only a to go bag . I want a full refund on this if I can . Trip.com agreed to refund half of it but so far I didn’t receive any email it’s been 2 weeks as I just came back from my trip . It was very late at night when I had checked in and had no time to go to another hotel . Had a flight to catch in the morning and had a minor with us . It was a horrible experience.

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.

The hotel was near the airport, but we ended up having to take a cab to the airport after waiting 15 minutes for a late shuttle. Also, we had an earlier flight and breakfast doesn’t start until 7pm.

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.

Did a last minute booking. Well worth the value. Near the LAX airport and there is a free shuttle to/fro airport - there is no need to reserve. Just go to the correct berth and wait for it. The room is well appointed and great for a good night sleep before flying out again the next morning. Breakfast was ok and much appreciated.

This was one the worst hotel have ever stayed. First, when we checked in, we were not able to do that. The young female staff at the front desk just said that we couldn’t because of the clean-up unpreparedness. It was past check-in time, 15:00. We asked what time we can check in, but she repeated, “I don’t know.” Then, we asked her to let us know when the room was ready. She didn’t meet our needs and passed us. Since we waited for one hour, we went to the front desk again and told our story. All she said was that she has not listened to our story. We managed to check in over one hour later than the check-in time. There was no hospitality nor curtesy toward us guests. Also, we asked the staff to change towels and clean up the room. However, when we came back to the room, nothing was done about our request. The same female staff replied to us on the phone that we should come and pick up the towels at the front desk. Anyway, we would not stay at the hotel again in spite of the convenient location.