Very Disappointed!! - Hotel Bel-Air Los Angeles - Trade Reservierungs
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😒 3/5 - Very Disappointed!!
By 👻 @Ssosbs, 07/10/2021 3:00 am
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Extremely disappointed!! Bad experience, average rooms, average customer service, average food, everything average but premium prices!! We arrived after a 16 hour flight from Dubai, coming from Dubai our expectations are high but we booked a Canyon Suite at Hotel Bel Air which was priced at over 2000 dollars, we were looking for comfort, outdoor space, fireplaces in and out (it was cold at night) luxury accommodation and ofcourse the best service you can pay for as we are used to that, with 2 young children it is important to have this so we can relax after a long flight, we were moving on to Baha so it was important to be as comfortable as possible for this night We were very disappointed! We couldn’t get picked up from LA airport by Hotel Belair, it was short notice but they did not try to help us at all. Robotic reception/checkin staff who lacked skills that were required at this level Rude staff that told us to just keep trying the ATM as it works sometimes (odd comment) after a 16 hour flight and paying almost 3000 dollars for 1 night with credit the last thing I want to do is keep trying an ATM, we expected them to sort this out and provide the cash we needed (just for tips) a Manager had to get involved in this to help us, terrible!! Their payment system is terrible, we were told the room was paid and were taken to the room, half way there, the room attendant received a call on his headset to say we needed to go back as the card was a debit card, this was extremely embarrassing as they made us all walk back to reception, it was solved in 5 mins, we don’t like using credit cards, we like using our own cash hence a debit card - they should of done an in room checkin at this level and they definitely should of not made us go back to reception, they should of come to us in the room, this is 3 star inexperienced service and for this alone I am reviewing as they really embarrassed us due to their mistake, I want this report led to the head of the Dorchester collection as Hotel Bel air need training!! We were VIP/high paying guests and should of been treated that way, this hotel should treat all their guests that way due to the prices, but the staff seemed to lack training and experience on that side. Finally we entered the room, the Manager (a young lady) said we had been upgraded, I don’t see how, the suite was tiny, the patio was cute but had no views of the canyon, it was blocked by foliage, no sun, we could not move in the living room, no extra amenities, no children’s amenities, no breakfast included, the room was cold and uncomfortable (no fire) only outside, there were stains on the furniture, very let down, this was the most basic of upgrades as we already paid for this type of suite, It was a big let down and was an uncomfortable stay, a place we couldn’t wait to leave as the room was quite depressing. We stayed in the room due to the jet lag, checkout was basic, bill was almost 4000 dollars, god knows what for, we used their car service but this should of been complimentary anyway at this level, overall a bad experience and not one I wish to repeat, be careful when booking, I did complain about this after and got an email with a refund of half the room rate, which was helpful, but no apology, no understanding, no offering to make it up to us, just some money back, a strange response and one that should be worked on or they should receive training on, the Dorchester Collection are due to open one in Dubai, let’s hope they focus on much better service and presentation there! We shall see!
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