I have waited almost 3 weeks to write this review as my experience and stay the the Renaissance Los Angeles was not a pleasant one, and as you can see from my many reviews I am usually an upbeat and positive type of guy.
As a Marriott Gold Member I am a dedicated Marriott patron. We had reservations for my son and I for one night before flying back home. Our reservation was a guarantee for 2 beds and was paid for on a Marriott Certificate, one they gave me for staying so many nights in a designated period of time.
From the time I walked into this hotel, I don't know if it was because I had my 10 year old son with me or was a "non-paying" guest, but we were treated like second class citizens. The front desk clerk didn't say more than two words to us during check in and when questioned, answered in a curt, unprofessional manner. They told me that my room only had one bed - even though we had a guarantee for 2 beds. When I questioned her, she laughed at me and told me those guarantees didn't mean anything. We had no amenities explained to us, like location of Club Lounge, restuarant options, etc. Frankly they had no interest in making sure we had a pleasant stay.
Feeling a little frustrated I emailed the hotel after my arrival home and questioned their policy on the guaranteed room. While they couldn't answer me directly, they were kind enough to say they would refund the certificate we used and the $46 we spent on dinner in their restaurant. I was feeling much better and ready to move on. However, now over 2 weeks later, no refund, no re-issued certificate and no response from the hotel. While not every hotel employee can be the tops, I am seeing a patern of employees who really have a lack of customer service.
I have stayed several times at the Marriott LAX next door and found it to be a wonderful property. Next visit to LAX will not be at the Renaissance, even with a free Certificate.
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