The West Hollywood Edition

I’ve stayed at this hotel a few times. Lovely interior. Beautiful design. Soothing ambience. However, one hour after I checked out I realized I left some new and fairly expensive skincare products in the shower. I called the hotel to ask them to retrieve it, I was transferred to security whom told me they found nothing. There was no ownership nor checking into these items being stolen. I absolutely knew 100% that they had been left in the shower. I was saddened even more so by the lack of compassion or show of concern. A nonchalance that scuppered any enjoyment of my stay entirely. For this reason, and for the lack of ownership, I will never be staying at this hotel again. Since then, I’ve learned that another friend experienced exactly the same thing at the same hotel. The items just went ‘missing’ on check out - when no one else gained access to those rooms other than staff. A deeply troubling interaction with no willingness to take responsibility - something that won’t be endorsed by me, and should be a warning to others.

Unfortunately for such a beautiful hotel the customer service that I received from their accounts team was appalling. I have stayed at the Edition many times previously, as have many members of my team for business trips; however, we will no longer be doing so. I booked a 3 night stay in December however my Grandmother passed away the day before I was due to fly in from the UK, due to this I had to change my travel plans to join my family elsewhere to attend the funeral. I was able to get full refunds or credits from all other parts of my trip including business flights and pre-booked drivers. I let the hotel know about my situation as soon as I was made aware of my Grandmothers passing and after speaking to the weekend manager I was happy that they were going to try their hardest to either sort a refund or credit for a future stay (which I scheduled for 3 weeks after this cancelled stay at another hotel), however they needed final confirmation from their head of accounts. I did not hear back from them for a couple of days so I called them to discover that she had no sympathy for my situation and refused any kind of compensation. I asked them to speak to their head of accounts once more to ensure that she was aware of the passing of a close family member & funeral which took place during my scheduled stay however she once again declined my request. I then asked to speak to her directly multiple times, I left voicemails and emails explaining what had happened and asking if I could speak to her to see if we could come to an agreement, however I never heard back from her. I am appalled at the customer service that I received from this member of the team and as a company will not be using this hotel in the future unless they revise their decision.

We looked forward to experiencing the West Hollywood Edition But what a disappointment Room was sparse with no one giving heads up on how everything works Hungry to dine at their only restaurant to be told that it was closed- should have been informed when the reservation was made !! No information on the “free” Breakfast but discovered it closed early Their “restaurant” was opened for breakfast but after waiting for over 45 minutes for someone to notice us and take our order the food was inedible No need to ever return