Heartless robotic staff, with attitude problem.
I booked this hotel for a night stay on 13 June 12, due to its location and name. I booked the room using my credit card under my name. My wife and son arrived 1.5 hour before me on a separate flight from Miami (5 hour flight). They tried to check in at 11:30 pm. The hotel receptionist requested for a credit card to be charged for guarantee and hers did not go through for some reason. She had AUD$1000 cash and offered $500 of that plus her ID and passport to the receptionist until I arrive an hour later. They refused and offered no courtesy or assistance to her and my 8 year old, until I arrived to give them what they wanted. If it was not midnight or I was alone, I would have gone to another hotel. The staff were unfriendly and the hotel quality was very poor. I asked the manager to call me in the morning (there was no duty manager after hours), when he did, I was not surprised. He called us any one from the street. I was furious with his attitude and tone. I asked him to apologise for what he said, he did not offer one. I told the manager that I reserved a room using my credit card details and paid for the room, my wife presented herself with her ID and $1000 cash and other forms of identification under the same surname as mine and you are calling us any one from the street, you paid no respect, showed no remorse to her and my son. LA is full if this sort, specially in Beverly Hills. I understand Americans are going through rough times economically; however, this should not change the attitude of tourism industry anywhere in the world. We stayed in Miami and had a fantastic time for 8 nights; LA was a shocking place to start with this hotel as our residence and the unfriendly behaviour of the staff and their likeminded manager.