W Los Angeles - West Beverly Hills

We had an excellent stay at this hotel. Everyone working at the hotel was friendly and helpful. I especially appreciated the help I received from Joe at check-in. The pool area was a nice place to relax. Great location near UCLA and Westwood.

This hotel has it all-amazing location, staff, and service.The check in process was smooth. Our room was spacious and immaculate. We were always greeted with a friendly face. Daniel made sure our family of 4 was treated like royalty. We will definitely return to this location!

We added this as night of our trip because we are high level Bonvoy and have enjoyed exceptional service at the W in South Beach. There is nothing similar between the properties. There are no upgrades nor recognition here, not even thanks for being a member. The decor is fresh given the age of the facility. The food and drinks are well priced at Happy Hour but at that time, the portions are very small. I would only stay here again if I needed to be near UCLA for some reason. The pool is nice but there is no service. You help yourself at the restaurant nearby.

Traveled here as I could not go home to Tampa due to the hurricane. Had an amazing check in experience with Mason. Also had a great happy hour dinner at STK. Jasmine and Dom were great bartenders! I know STK is a separate company but just wanted to mention them so if you read this you go check it out separately from the hotel. However, that is where the positive experience ended. I go back to my room after dinner to get ready for bed and find that the room had not cooled down from when I checked in and there was barely any air coming in when I had the AC turned up. I called down and they sent engineering up right away. He was super friendly and said he would try to fix it. He did some things to it and then went back downstairs. I then receive a call telling me that the HVAC is broken in my room and I can either open my windows or move rooms. I elected to move rooms since it was very warm as the high was in the 80s today. I was unpacked and in a robe ready for bed so was really not happy that I had to pack back up after flying here today and was about to sleep. They told me to call down when I was ready for the key. I call back down and they place me on hold and tell me they got me a room on the same floor so I wouldn’t have to go far. I asked if there was anything they could do for the inconvenience. They tell me they can give me a $50 food and beverage credit. I asked politely if there is more that they can do as $50 basically buys you one or two drinks in LA and I didn’t feel that was enough. They said they can do $100 and that was more than generous that I am staying on an explore friends rate. I let them know I work in hotel management and I really don’t think that is a fair reason to not treat me like any other guest. They told me “you should be more understanding if you work in hotels”. They then said the room they would give me is an upgraded room on a corner as well. I said okay thanks and they bring the key. I go to the new room to discover that it’s not an upgraded room, but it’s a handicapped room (not as nice as the original before). At this point I am very annoyed and I call back down as I was not given what I was told. The employee picks up on speaker phone and I can hear one of their employees in the background speaking badly about me. Now I am ANGRY. I let them know that I could hear what was just said about me and that I was not given an upgraded room on a corner but a handicapped room. They told me that I said I wanted to be on the same floor (which I never said). I told them I never said that I cared what floor I was on. They are the ones who told me they would get me a room on the same floor and I was pleased with that. They also said “if you work for Marriott you should know you’re a reflection of the person who filled out the form and you should not be combative about the room.” I also do not work for Marriott and never said I did. I explained to them that no matter who I am, what rate I am staying at, and regardless of working in hospitality or not that I would never tell a guest how they should act or to be more understanding. That is completely unacceptable. I let them know the way that they are handling the situation and speaking to & about me was horrible. I let them know I want the upgraded room that I was promised on the phone. They then say they will send up a key for the corner room on the floor above. I then wait about 15 minutes for someone to come up with the new key. Finally I get the new key and at no point in being delivered the new keys from Lin did I receive an in person apology for this customer service. I am now finally in a nice corner room with AC. I have never in my life had such a horrible hotel customer service experience and I travel frequently & all over the world.

Lovely hotel conveniently located within walking distance of Westwood and other destinations. Beautiful rooms and a very helpful staff. Only issue was two of three elevators were down. Upper floors provided lovely rooms. I didn't have a chance to eat at the two restaurants on site.