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Originally Posted by DJ_Iceman
(Post 34231640)
Thanks for the review. I think you'll find the Renaissance a superior hotel in every regard.
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Just a update from a one night stay on April 27th at the LAX Marriott. Very long line of elites at check in. As per usual all suites taken. M-Lounge only open for breakfast :630-11AM.Met the new manager of the lounge Kristen Hynes who is head of corporate travel sales. She wanted me to pass on that the lounge will be open the pre-pandemic hours on June 1st. If you need anything feel free to reach out to her at:
[email protected] |
One funny thing - they are very eco-friendly with the room keys here! One was from Marriott Rewards and one was from the Renaissance!
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Originally Posted by ElevatorEnthusiast
(Post 34230667)
Overall, definitely not the worst
First off, I put in a Your24 request the night before for 10am check in/out and it was approved! Second, when I went to check in around 10:45am, they had a king room ready on the 18th floor (same as the lounge). Third, the lounge is indeed open normal hours (breakfast daily, apps/drinks/desserts Sun-Thurs evening only; open 6a-11p Sun-Thurs and 6a-5p Fri-Sat for water/snacks/lounging). I popped into the lounge to print some stuff and get some of the snacks (wasabi peas, etc). Fourth, when I came back from my first day out around 10pm, I was surprised to find this nice snack basket in my room with a personalized card "from the management and the Ambassador team": The room itself was nothing special, looked like ElevatorEnthusiast's room above. Sadly my water pressure was not great, and it also had a really hard time staying between way too cold and way too hot. But housekeeping did the VIP service, placing my toiletries on top of a towel evenly spaced out like I would expect at a St. Regis. Valet was prompt with the car (5 min) each time. Shrimp tacos at the lobby bar are surprisingly good. And the pool area was nice -- and the pool is heated! Overall the room was blah but the rest of the place had enough redeeming factors, particularly the service, that I would definitely consider it again. |
Originally Posted by platbrownguy
(Post 34412046)
I had a 2 night stay here (had to extend my trip -- this was immediately following 2 nights at the HR LAX). I only stayed here because a coworker is chasing Marriott status and I agreed to do the second 2 nights here after the first 2 at the HR. In short, I was pleasantly surprised!
First off, I put in a Your24 request the night before for 10am check in/out and it was approved! Second, when I went to check in around 10:45am, they had a king room ready on the 18th floor (same as the lounge). Third, the lounge is indeed open normal hours (breakfast daily, apps/drinks/desserts Sun-Thurs evening only; open 6a-11p Sun-Thurs and 6a-5p Fri-Sat for water/snacks/lounging). I popped into the lounge to print some stuff and get some of the snacks (wasabi peas, etc). Fourth, when I came back from my first day out around 10pm, I was surprised to find this nice snack basket in my room with a personalized card "from the management and the Ambassador team": The room itself was nothing special, looked like ElevatorEnthusiast's room above. Sadly my water pressure was not great, and it also had a really hard time staying between way too cold and way too hot. But housekeeping did the VIP service, placing my toiletries on top of a towel evenly spaced out like I would expect at a St. Regis. Valet was prompt with the car (5 min) each time. Shrimp tacos at the lobby bar are surprisingly good. And the pool area was nice -- and the pool is heated! Overall the room was blah but the rest of the place had enough redeeming factors, particularly the service, that I would definitely consider it again. |
Originally Posted by ElevatorEnthusiast
(Post 34412276)
Wow, they really have expanded the Ambassador snack basket since all I got was a water - nice development!
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Probably a new record for getting Bonvoy'd!
I am posting this experience for a friend, but suffice it to say: highly recommend avoiding Marriott @ LAX. A TLDR is located at the bottom.
Review We, a party of 2, booked a room well in advance using a FNA at Marriott @ LAX for a short overnight layover while transiting through LAX. We checked in and immediately went to the room and slept. Upon waking up in the morning, we noticed an email was sent (dated shortly after midnight) for a new reservation which contained: a new confirmation code for another room with a dummy first name of “Zzz” and my last name, our Marriott #, and designated as 4 occupants. Upon checking our Marriott app, 35k points had indeed been deducted from our account, along with charging the card on file for the taxes and fees. Equally strange was that the reservation was booked as a 6PM hold rather than a credit card guarantee. This was clearly a mistake, but this should be easy to review and fix at the FD. When we went to checkout, the FD was absolutely unhelpful. We explained that we did not request nor use a second room, but they refused to acknowledge that such a mistake was possible and refused to provide any means of assistance. They stated that the only possible scenario is that we requested the room at check-in – hard stop. We asked them perform any manner of due diligence such as: speak with the associate who checked us in, review the FD security footage, see if keys were actually issued for the additional room, investigate which employee generated the keys, investigate who the keys were tendered to, or even review the footage which would demonstrate that we never left our room and consequently never accessed the additional room. We eventually were able to speak with the GM, who refused to investigate and who agreed wholeheartedly with the FD. The FD + GM refused to refund the points and cash for the erroneously generated & billed second room. After leaving the hotel, we attempted to open a case with Marriott Corporate, who refused to do so because upon contacting the hotel Marriott said, "the hotel said you requested and used the room, so there is nothing we can do". We eventually were able to escalate this matter to a Senior Director of Finance at Marriott who concurred with the hotel that the only reason this occurred must have been that we booked the second room; however, as a one-time gesture they would be refunding my FNA which was used for the original room (the room we actually booked and stayed in). Besides desiring that this event never occurred, I wish that the erroneous reservation had been generated as a cash rate because I would have appreciated having solid legal footing to pursue the matter in small claims court. TLDR Marriott @ LAX erroneously charged us for an additional room and refused any attempts to investigate the matter or provide a refund. Even escalating the issue up to senior Marriott leadership was nearly useless. anteater's two ants I personally have not stayed here and have seen some FT'rs speak of good treatment of elites and returning elites; however, I would never consider staying at this property in the future given the behavior of the FD and management. Yes, mistakes happen but the lack of resolution and / or customer service here is inexcusable. There are a variety of reasons why a hotel should care about who is generating reservations and what may be occurring on the property. Sadly, I don't think we will ever know who generated the additional reservation nor for what purpose. Given the behavior of the hotel, I suspect the root cause ranges from incompetence to fraud. |
This once-great hotel is quickly becoming a concern at LAX. The front desk service is appalling - rude and condescending. Our recent stay featured an un-renovated handicap room as the "only" one available. I've still been unable to get a copy of our bill ("system down" at checkout), didn't post to website and a follow-up conversation with management failed to deliver one. As someone who has stayed at this hotel dozens of times, I'm quite discouraged and will look elsewhere next time. On the positive side, the F&B here is very good.
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Originally Posted by yyzflyer
(Post 34775826)
This once-great hotel is quickly becoming a concern at LAX. The front desk service is appalling - rude and condescending. Our recent stay featured an un-renovated handicap room as the "only" one available. I've still been unable to get a copy of our bill ("system down" at checkout), didn't post to website and a follow-up conversation with management failed to deliver one. As someone who has stayed at this hotel dozens of times, I'm quite discouraged and will look elsewhere next time. On the positive side, the F&B here is very good.
We are sorry to learn about this. Please send a private message to us with your full name, email address and reservation details, so we can share your feedback with hotel management. Best regards, Carrie L Specialist Social Media Marriott International [email protected] |
Is there an email address to contact the property regarding a day use reservation (resortpass's options don't work for me, and the reservations line can't find day rates)...
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Originally Posted by shuuy
(Post 35817254)
Is there an email address to contact the property regarding a day use reservation (resortpass's options don't work for me, and the reservations line can't find day rates)...
Here is the email for the Los Angeles Airport Marriott from their website: [email protected] |
Originally Posted by Marriott Bonvoy Lurker
(Post 35817679)
Hello shuuy,
Here is the email for the Los Angeles Airport Marriott from their website: [email protected] Much appreciated! |
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