DoubleTree by Hilton Los Angeles - Rosemead

Amazing Stay! Last week, I stayed at the DoubleTree with my daughter, who was scheduled for ACL surgery. She’s a student in California, and I traveled from Florida to be with her. Since she lives in student housing, we opted for a hotel stay, arriving on Tuesday before her surgery on Wednesday. The hotel staff went above and beyond to make our stay comfortable. They offered a complimentary wheelchair, and the housekeeping team was outstanding. Every time they came to clean the room, they showed genuine care and compassion, asking how my daughter was feeling and inquiring about her surgery. When I had to step out, they even assisted her with anything she needed, which showed an incredible level of empathy. I also had to order a leg brace post-surgery, and the staff promptly received the package, informed me, and ensured everything we needed was taken care of. This extra support made our stay so much easier during a stressful time. The room was spacious, clean, and had a lovely view, and the service matched the comfort. And yes, the cookies were the perfect touch!

The worst hotel experience I've ever had from a frequent traveler During my stay, I encountered multiple maintenance and service issues, including: Room Conditions: The faucet was broken and leaking. The windows were inoperable, preventing any ventilation. The air conditioning unit failed to cool the room adequately. The door keypad malfunctioned, leaving me locked out for over half an hour in the evening. Despite this significant inconvenience, your staff advised that someone should always remain in the room, essentially turning our vacation into a prison-like experience. The shower knob was nearly impossible to turn on. The bathroom vent emitted a loud, disruptive noise. There was a constant moldy smell in the room, which was both unpleasant and concerning for health reasons. Front Desk Service: The front desk staff were consistently rude, often cutting off guests during conversations and placing them on extended holds without resolution. None of our requests were completed satisfactorily. There was a lack of basic customer service skills, such as apologizing for inconveniences. A front desk worker promised compensation for our troubles but failed to follow through. Security: Security personnel exacerbated the feeling of being imprisoned in our room by advising us to remain inside to avoid further keypad issues. Additionally, I was promised Hilton reward points as compensation for these inconveniences, which I have yet to receive. This lack of follow-through only adds to the frustration and disappointment of my stay. The cumulative effect of these issues severely impacted the quality of my stay and left me questioning the standards of service and maintenance upheld by your establishment. I urge you to take immediate corrective actions to address these deficiencies and ensure that future guests do not endure similar experiences.

Bartender Kellie = rudeness & bad customer service I checked out of the Doubletree Rosemead on July 2nd. H hotel location and room we had was great. My experience at the bar was horrible. I have called twice and left a message on the General Manager’s phone sent the message below but no reply. I am a Diamond member and unfortunately only had the option to use my food and beverage credit at the restaurant. The first day I used it, the older lady at the bar, Kellie, ignored me, walked away, and had a man come over to take my order. She definitely didn’t want to help me. Some other days, when I used the credit she had no choice but to take my order because no one else was with her. One day, I stood waiting for her to acknowledge me while she watched TV. I said excuse me I need to place an order. She looked at me and looked back at the TV before coming towards me. The last time I used it, my son ordered a burger medium well and it was raw inside (see pictures). I went to the bar to inform her and she responded to me as if I had done something wrong with much attitude she says do you want another or something else or what, I said “no we are leaving for the day, I just wanted to let y’all know it’s not healthy to serve food like this especially when we asked for medium well”. She didn’t even listen to me and started walking away from me towards the kitchen. My husband said she walked away while you were talking to her didn’t she. I told him yes she did but she’s rude and always has attitude. As we were leaving the lobby, my husband said she’s calling the front desk and talking about you. I went to the front desk and asked if she was talking about me? The tall, slender dark haired guy shook his head yes and held up his index finger. I told him to tell her if she has something to say to tell me. I went halfway to the bar and told her tell me what you have to say. She rolled her eyes and continued talking to him. Kellie did not have a friendly disposition nor did she exemplify good customer service from the first time we encountered her. She needs training in customer service and having other options to use the food and beverage credit on, would have been nice. We don’t drink alcohol and having the limited choices (some of which were not tasty such as the ribs) for a week was also disappointing. Needless to say, our experience dealing with Kellie during our week stay was not a pleasant one and it was hurtful to deal with such unkindness. Since general management doesn’t or hasn’t responded to my voicemails, I do plan to inform Hilton customer care about our experience as well.

Room smells of cigarettes and Monica at the front desk is horrible Let’s start with Monica. How could a Hilton chain allow such a person to be the face of their hotel? Not only is she unhelpful, but she is rude, accusatory, unprofessional, unfriendly, and downright bad for this Doubletree’s business. It was like she wanted to start an argument by nitpicking and make snide comments that were totally unnecessary. After asking for bottle water (which I know is complimentary), her facial expression and comments were so rude. I’ve already seen her name twice in these reviews and what I’ve read were all negative. When will it be enough to finally recognize that someone from this hotel’s staff is unacceptable and unsatisfactory for this business and its customers? I have never, in the years of staying at various Hilton chains, experienced this type horrendous service at a front desk. Never! The rooms are okay, but its has a strong stench of cigarettes and the look and feel of dirty carpet floors is rough. I almost want to sleep on the roof of this place just for fresh air. The furniture is a bit more run down than other Doubletree’s I’ve stayed at as well. This may be the last time I stay here and I will have to discourage anyone from considering to stay here, especially after my experience with Monica. If management finds someone acceptable like Monica, it’s no wonder this place is consistently receiving poor reviews. Run down facilities, run down staff.

DO NOT STAY IN THIS HOTEL IF YOU VALUE YOUR LIFE Before I get into the review, I just want to state that I have tried on multiple occasions to reach out to the hotel and resolve these issues amicably, however due to their incompetent staff at various levels they have failed to support. I would also like to call out the worst hotel manager to grace the earth in Chadi Guirguis, for his achievement in failing to respond to my emails and numerous phone calls, despite giving me his assurance in person that I would be taken care of. Lastly, I rarely leave reviews but after weeks of deliberating, I feel that I need to share my experience and warn anyone who plans to go in the future. Onto the review, and myself and my family stayed in room 331 on the 9th and 10th April 2024. We chose this hotel mainly for its location but also because it carried the Hilton name, which we felt would give us a more 'premium' experience. Oh how wrong we were. We were greeted with a room which had multiple damp spots (mainly on the ceiling), the latch on the door hanging by a thread, mould behind a peeled section of wallpaper and a shower that was incapable of providing hot water for more than 3 seconds. Given it was a 2 night stay, we tried our best to make the best of a bad situation and stay in the room (we were also out most of the day). The next day we went out and returned to the room at around 8pm. This was where the real issues began. On return to our room, we found that NONE of the beds had been made and the room had not been cleaned at all. Given that this is a basic expectation of any hotel that you stay in (especially a Hilton), I went to reception to complain and was greeted by the rudest receptionist I think I had ever met (Monika I think the name was). The problem was I couldn't speak to her for 30 mins because there were 4 people ahead of us in the queue, all complaining about the same issue! The receptionists response was abrupt and comical, telling us that there were no cleaners available and pretty much expected us to deal with it. Following this, I returned to the room and once again, tried to make the best out of a bad situation. Then the worst hotel experience I ever had took place... My son was sitting on a chair by the window, playing his iPad when suddenly the window detaches from the frame and LANDS on my sons leg, injuring him followed by crying and screaming. The window itself was large and heavy, however we were incredibly fortunate that the glass didn't smash, mainly because the curtain in front of it slowed its momentum as it fell. Whilst my wife attended to our son, I (perhaps stupidly) tried to re-attach the window to the frame due to the safety hazard that had now been created as it led directly onto the flat roof outside. It also meant that a huge draft was coming into the room. Despite my attempts, I was unable to re-secure the window and for the second time, made my way back to reception to complain (once again) and ask to be re-allocated to a different room. Unsurprisingly, the receptionist was barely interested and said that all the rooms were booked. I asked to speak to the manager and she said he wasn't available until tomorrow. I contemplated moving hotels however it was 2am at this point and we had an early flight to catch the next morning, so we stayed in the same hotel room with a gaping hole in the wall. Upon checking out, we spoke to the hotel manager (Chadi) who was apologetic and assured me that they would take the matter seriously (they ironically closed off my room for repairs following this incident). Unfortunately, his words weren't genuine and aside from one phone call, I never received a response from him again. I also tried to reach out to the Hilton customer service on a couple of occasions, but they were equally disinterested. I have attached some photos. I have some videos too of the incident however it wont allow me to upload these.