Review of The West Hollywood EDITION 5*

Unhelpful concierge isn’t one of them how about unhelpful staff and mgt. Don’t waste your money or time there. Valet will treat you wonderfully, but the on duty check in girl and asst manager forget it, you might as well had self check in kiosks with the lack of personality from the first encounter with her. What’s crazy is back in August we booked one night (we live 10 miles away) and ended up staying four what a completely different experience. The staff then plus the pool and restaurant staff AMAZING. When we checked into our room it was not at all what we booked so we called down and the girl said nothing she could do so we asked for a manager and here’s where it went from bad to worse quickly. Gus repeatedly told me nothing he can do and reservations shouldn’t have guaranteed a room (that makes zero sense it’s what I paid for ahead of time) and in stead of him taking a second to deescalate the situation he said if we don’t like it we can check out and I said no problem will check out. Now I’m furious I go downstairs and of course there is an issue with checking out because Gus says he will charge me for that night (we were there 8 minutes) and he starts talking to us and calling security as if we were kids wearing dark hoodies and eating skittles. We are a diverse couple I had a broken leg and my wife survived a biopsy today which was another reason we were celebrating…so we weren’t dressed as last time. Now Gus is pushing all our buttons and I’m buying into overreacting as expected until he charges at my wife who is filming everything and I have to tell him to stop and not take a step closer and remind him of social distancing as well. With my voice very much raised we told him what a Terrible manager he was and his receptionist who had no clue how to handle anyone or anything without a script I’m sure he starts to walk us out with the security who is almost laughing at how ridiculous the entire situation is. Valet apologizes they knew us from our stays before. Gus could’ve simply acknowledged our complaint which was realistic and offered to switch us rooms in the morning according to him there were no rooms but according to fhe website plenty. There were plenty of opportunities to fix it. Gus was domineering, scary, he made us feel completely unsafe he called security on us (again I have one leg) and my wife was dressed nicely…he embarrassed us and kicked us out of the hotel. In my 50 years I’ve never experienced this, platinum card holder over and over I will never stay at a Marriott again.