When I arrived at the Angeleno at 2:45 p.m., they didn't have a room for me. Check-in was at 3, but I've never arrived at 2:45 somewhere with nothing available. No problem, I figured. I'll just change, take a dip in the pool for a few minutes, and I'll be all set. I came back in at 3:15, and they told me it would be at least another 30 minutes!
I changed again (in the lobby bathroom) and went for a run, asking that they comp my first night of parking ($18) for the inconvenience. When I returned, they led me to a double room, even though I had requested a king. They immediately accommodated my request to move to another room, but when I got there I found that the TV wasn't working.
By this time, I just wanted to take a shower and relax, but I needed to get this taken care of first. I called the front desk five times before they sent someone up.
The rest of my stay was really nice, but when they slid the bill under the door at the end of my stay, they neglected to comp one night of parking as they had promised. I brought this to their attention and came back later, and then they mistakenly comp'ed all three nights of parking. Which was nice for me, but interesting that they got even this wrong (although it was in my favor).
Overall, the staff was very pleasant, but they just seemed inept. I found out the reason I wasn't able to check in on time (I wasn't the only one -- the lobby was full of travelers waiting) is because they held a staff meeting right before check-in time. Not smart.
It's a nice place and would easily get four stars if they had their act together.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management Response
Benjamin_Malmquist, Assistant General Manager
(Management representative)
May 3, 2008
Dear ChinBoston,
On behalf of all of us at the Hotel Angeleno, I want to thank you for taking the time to complete the customer satisfaction survey. I wanted to follow up with you personally, as you are a most valued client and I appreciate receiving your feedback.
First of all, I would like to apologize for the inconveniences that you experienced with the check-in process. Please accept my sincere apologies as I can appreciate that this was a serious disruption during your stay. We have immediately implemented methods to ensure that there are no further instances of unresponsiveness on our part. I am at your service if there is anything further that I can do as we remedy the problem.
At Joie de Vivre Hospitality we pride ourselves in providing unique hospitality experiences and superior service. Thank you for taking the time to let us know how we can improve. It is important to us that we take the feedback given to us by our guests as a tool to improve so that we continue to exceed your expectations.
Please feel free to call me directly at 310-481-7817 if I can ever be of assistance.
Warm Regards,
Benjamin Malmquist
Assistant General Manager
Hotel Angeleno
170 N Church Lane
Los Angeles, CA 90049
310-481-7817 Direct
310-472-1157 Fax
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.