We arrived the evening of the 6th and was greeted with we have the king smoking room you reserved ready for you, I told the man that is not what we reserved and he then informed me that the original room that I had reserved with a credit card had been given to another guest by mistake and this was the only room left. He was friendly and also called other area hotels, they were full as well, I had no option but stay in the smoking room. When I complained more he told me that he would give me a reduced rate ($99), the rate is not why I booked this property, the way we were treated in the past was. I told him if I had not shown up even though they sold my room, I would have still been charged the original rate, and that was the room I wanted.
From the hall, the tag on the door said it was a non-smoking room, my wife stated, maybe he made a mistake and it is a non-smoking room, as soon as I inserted the key card and opened the door it was very obvious it was a smoking room as the smell blasted into the hall. We entered into the room and started to sit down and the chair in the room but it was severely stained, looked like someone had pee'd or pooped on it. There were cigarette burns on the sink in the bathroom and overall the entire room smelled terrible. My wife and I were flying home the next day and neither of us got more than 1 - 2 hours of sleep because every time one of us would move, the stink of cigarette smoke would come from the covers moving.
The next morning when we checked out I stopped at the front desk, the lady there said she was the one that had assigned rooms each day and that she specifically remembers assigning a non-smoking room to us. She asked what could be done to fix the situation and I told her (while pointing to the Hampton guarantee) that I should not have to pay for a room I reserved and paid for in advance and then received the exact opposite of what was purchased. She told me that it was too early in the morning, the manager was not there and she would discuss it with him and if he approved, she would waive the charge. I provided my cell phone number and asked to be called when the manager was there. 3 hours later, just prior to boarding our flight I called back, spoke with the same lady and was told, the manager did approve waiving the cost, but I never received a call from the manager.
While glad I did not have to pay for that deplorable room, I am shocked that I did not hear from the management staff. I also feel it was criminal that a room that I had reserved and secured with a credit card could be sold to another guest. I am also amazed Hilton still has smoking rooms, what a disgusting place to expect people to work (housekeepers and guests) and stay, I understand providing an area for smoking, but in rooms is obsolete. It is no wonder that it was the last place available.
While in the military I was deployed multiple times, I can think of at least three locations that I would rather stay at than this property if this is the level of service and type of room they will provide. If I had to book a room tomorrow in the same part of the city, I definitely would not return here at this time, if this is how I can expect to be treated. If you do not mind possible staying in a stinking room, taking a chance your reservation will not be honored and then as another person posted, having to prove what you reserved, this might be the place for you. Overall a very disappointing ending to a very good visit to California.
- Official Description (provided by the hotel):
- Our property has everything you need in order to work, relax and have fun. Free internet, full breakfast and parking plus a heated indoor pool. ... more less
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- Also Known As:
- Hampton Inn And Suites Los Angeles/Sherman Oaks
- Hampton Inn & Suites Los Angeles/Sherman Oaks Hotel Los Angeles
- Hampton Inn Los Angeles
- Los Angeles Hampton Inn
- Hampton Inn Van Nuys