This is a superb hotel. The rooms are first class and the employees are attentive and responsive. I do have to tell you about a small problem though and how it was solved. On my last day there (4 nights) I sent some clothes to the laundry. By 6:30 they had not been returned. Several calls to the Guest Hotline and an frantic search by hotel employees finally found the clothes a few minutes before I was checking out for the Red Eye flight back home. It seems that do to some screw up my clothes had not been laundered but it really wasn't a big deal because I was heading home and could get them cleaned there. The hotel staff fell all over themselves apologizing for the problem. Although I had been charged for the laundry they immediately removed the charges from my bill without me even having to think about it. The manager came over to personally apologize after the customer service person had already apologized and given me 5,000 points on my SPG account. I told them that this was really no big deal and that mistakes happen and I was just glad they found the clothes. They insisted on taking my luggage to the curb and get me a taxi. While going through security at LAX the manager left me a message again apologizing and raising the point credit to 10,000 points. Now THAT is A+++ customer service. Anyone can excel when things go well but the test of a truly great service business is how they handle things when there is a problem. You can't beat this hotel for that.
I had just come up to LA from 5 miserable nights in the Hilton Gaslamp in San Diego and have written a not-so-nice review of that place. I think Hilton Hotels can kiss my 30 or 40 nights per year goodbye. I am moving my lodging to Starwood properties. Much, much better. You should do the same.
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