L.A. Live Tours

I really wanted to enjoy my weekend stay, but unfortunately the overall experience was disappointing. Check-in was over an hour and 15 minutes past the posted check-in time, and there was no acknowledgment or apology until I brought it up myself. I had also requested a higher-floor room on the quieter side of the hotel, but neither request was accommodated despite the hotel appearing far from full. The room itself felt worn and poorly maintained. The shower door wouldn’t fully close, causing water to spill onto the bathroom floor, and the sink made loud gurgling noises throughout my stay. The most concerning part occurred Saturday evening when a police helicopter circled overhead for well over an hour because officers were pursuing an armed suspect directly across the street. The hotel never proactively informed guests about what was happening or advised anyone to stay inside. I only learned there was an active public safety situation after repeatedly trying to reach the front desk and finally calling from my cell phone because the room phones were constantly busy. Even after the situation ended, there was no communication. I understand the hotel couldn’t control the police activity, but they absolutely could have communicated with their guests. What stood out most throughout my stay was having to initiate every important conversation myself. Better communication, empathy, and attention to guest experience would have made a significant difference.