All started off well - beautiful room and amenities; fast check-in..... but at 2 am the power went down - we only had access to 50% power so A/C didn't work; TV kept trying to reset and semi-flashing. My husband tried to unplug TV in middle of night as it was annoying. First thing in am, my husband went down to lobby and then they lost full-power. Needless to say, hotel guests were yelling at the manager and demanding rooms elsewhere to get ready for work. Then the fire trucks rolled in..... no fire but smoke in a control room under hotel. We ended up leaving earlier than expected without showers or ability to use any of the bathroom as lights off. Only one elevator worked - I was in LA for a dr's appt and had a leg cast and scooter = was worried I would need to crutch-it down 6 flights of steps -but was able to squeeze into dark elevator. Felt bad for the staff - wasn't their fault - but at the same time - they didn't alert any of us to what was going on nor did they apologize for the mishap - nor offer any token of good will. Heck - the breakfast buffet was still expecting $$ for food items..... good Marriott customer service would have maybe offered breakfast items gratis for the hassle of the guests.
Comment from Hotel Management
Dec 1, 2016 by Michael, Hotel Management
Dear LeeAnn, We are very sorry that the hotel was without power. I know it’s not a positive experience to be unable to enjoy all of the hotel's amenities that you need to do in order to start your day. Unfortunately this was not in the hotel's control. The City of Los Angeles had a fire in one of their vaults which resulted in our loss of power as well as multiple businesses near us.
Our goal is to provide you with great products and services and unfortunately when something out of our hands effects the quality of your stay it is very disheartening, not only for you, but for us as well. You are very important to us and we’d like to retain your business and hope that this occurrence will not prevent you from returning.
I trust that your other experiences as it relates to our product cleanliness and condition, as well as the service you have received from our staff, have met your expectations. We prepared diligently for the weeks’ activities and it’s unfortunate to have had this negate our hard work and delay yours.
If there is anything that has been within our control that has not lived up to your expectations please contact me directly.
Once again, I apologize for the inconvenience that this unusual occurrence has caused and we are committed to ensuring your satisfaction.
Guest Relations Manager