DoubleTree by Hilton Hotel Los Angeles - Rosemead - Hotel in Rosemead - 888 Montebello Blvd, USA

We only stayed for a night so we tried not to complain but it just kept getting progressively worse. First, there a small spider by the bathroom door, no biggie, husband to the rescue. Next, I sat on the toilet and the seat shifted. I have an injured foot and it was so startling to shift like that, that I slightly hurt my already injured foot. 2 inconveniences but not enough to complain. The next morning, I woke up to notice red stains on my comforter that I had by my face. Upon closer inspection, it was not blood as I initially thought but I still feel like those should have been take out of commission. The final straw was that the coffee maker did not work. We used our whole wayer bottle to make coffee and it didn't even work. It was very frustrating. To top it all off, the coffee in the lobby was completely empty. The only reason it is 2 stars was the people there were very nice. When I checked in and out, they were both very friendly and informative.

Hotel 6 is better than this hotel. We were there yesterday. First of all, the room is so old and dirty. Second of all, we found bugs in the restroom and the toilet 🚽 didn’t work. We called for the guest service, the person answered for the phone said there was only one person working and they couldn’t do anything for us. One more thing the blanket and towel were so dirty. I took some pictures I want to share with everyone. I am not gonna go back there ever again.

During my stay, I encountered multiple maintenance and service issues, including: Room Conditions: The faucet was broken and leaking. The windows were inoperable, preventing any ventilation. The air conditioning unit failed to cool the room adequately. The door keypad malfunctioned, leaving me locked out for over half an hour in the evening. Despite this significant inconvenience, your staff advised that someone should always remain in the room, essentially turning our vacation into a prison-like experience. The shower knob was nearly impossible to turn on. The bathroom vent emitted a loud, disruptive noise. There was a constant moldy smell in the room, which was both unpleasant and concerning for health reasons. Front Desk Service: The front desk staff were consistently rude, often cutting off guests during conversations and placing them on extended holds without resolution. None of our requests were completed satisfactorily. There was a lack of basic customer service skills, such as apologizing for inconveniences. A front desk worker promised compensation for our troubles but failed to follow through. Security: Security personnel exacerbated the feeling of being imprisoned in our room by advising us to remain inside to avoid further keypad issues. Additionally, I was promised Hilton reward points as compensation for these inconveniences, which I have yet to receive. This lack of follow-through only adds to the frustration and disappointment of my stay. The cumulative effect of these issues severely impacted the quality of my stay and left me questioning the standards of service and maintenance upheld by your establishment. I urge you to take immediate corrective actions to address these deficiencies and ensure that future guests do not endure similar experiences.

Before I get into the review, I just want to state that I have tried on multiple occasions to reach out to the hotel and resolve these issues amicably, however due to their incompetent staff at various levels they have failed to support. I would also like to call out the worst hotel manager to grace the earth in Chadi Guirguis, for his achievement in failing to respond to my emails and numerous phone calls, despite giving me his assurance in person that I would be taken care of. Lastly, I rarely leave reviews but after weeks of deliberating, I feel that I need to share my experience and warn anyone who plans to go in the future.||Onto the review, and myself and my family stayed in room 331 on the 9th and 10th April 2024. We chose this hotel mainly for its location but also because it carried the Hilton name, which we felt would give us a more 'premium' experience. Oh how wrong we were.||We were greeted with a room which had multiple damp spots (mainly on the ceiling), the latch on the door hanging by a thread, mould behind a peeled section of wallpaper and a shower that was incapable of providing hot water for more than 3 seconds. Given it was a 2 night stay, we tried our best to make the best of a bad situation and stay in the room (we were also out most of the day).||The next day we went out and returned to the room at around 8pm. This was where the real issues began.||On return to our room, we found that NONE of the beds had been made and the room had not been cleaned at all. Given that this is a basic expectation of any hotel that you stay in (especially a Hilton), I went to reception to complain and was greeted by the rudest receptionist I think I had ever met (Monika I think the name was). The problem was I couldn't speak to her for 30 mins because there were 4 people ahead of us in the queue, all complaining about the same issue! The receptionists response was abrupt and comical, telling us that there were no cleaners available and pretty much expected us to deal with it.||Following this, I returned to the room and once again, tried to make the best out of a bad situation. Then the worst hotel experience I ever had took place...||My son was sitting on a chair by the window, playing his iPad when suddenly the window detaches from the frame and LANDS on my sons leg, injuring him followed by crying and screaming. The window itself was large and heavy, however we were incredibly fortunate that the glass didn't smash, mainly because the curtain in front of it slowed its momentum as it fell.||Whilst my wife attended to our son, I (perhaps stupidly) tried to re-attach the window to the frame due to the safety hazard that had now been created as it led directly onto the flat roof outside. It also meant that a huge draft was coming into the room.||Despite my attempts, I was unable to re-secure the window and for the second time, made my way back to reception to complain (once again) and ask to be re-allocated to a different room. Unsurprisingly, the receptionist was barely interested and said that all the rooms were booked. I asked to speak to the manager and she said he wasn't available until tomorrow. I contemplated moving hotels however it was 2am at this point and we had an early flight to catch the next morning, so we stayed in the same hotel room with a gaping hole in the wall.||Upon checking out, we spoke to the hotel manager (Chadi) who was apologetic and assured me that they would take the matter seriously (they ironically closed off my room for repairs following this incident). Unfortunately, his words weren't genuine and aside from one phone call, I never received a response from him again. I also tried to reach out to the Hilton customer service on a couple of occasions, but they were equally disinterested.||I have attached some photos. I have some videos too of the incident however it wont allow me to upload these.

I checked out of the Doubletree Rosemead on July 2nd. H|hotel location and room we had was great. |My experience at the bar was horrible. I have called twice and left a message on the General Manager’s phone sent the message below but no reply. ||I am a Diamond member and unfortunately only had the option to use my food and beverage credit at the restaurant. The first day I used it, the older lady at the bar, Kellie, ignored me, walked away, and had a man come over to take my order. She definitely didn’t want to help me. Some other days, when I used the credit she had no choice but to take my order because no one else was with her. One day, I stood waiting for her to acknowledge me while she watched TV. I said excuse me I need to place an order. She looked at me and looked back at the TV before coming towards me. The last time I used it, my son ordered a burger medium well and it was raw inside (see pictures). I went to the bar to inform her and she responded to me as if I had done something wrong with much attitude she says do you want another or something else or what, I said “no we are leaving for the day, I just wanted to let y’all know it’s not healthy to serve food like this especially when we asked for medium well”. She didn’t even listen to me and started walking away from me towards the kitchen. My husband said she walked away while you were talking to her didn’t she. I told him yes she did but she’s rude and always has attitude. As we were leaving the lobby, my husband said she’s calling the front desk and talking about you. I went to the front desk and asked if she was talking about me? The tall, slender dark haired guy shook his head yes and held up his index finger. I told him to tell her if she has something to say to tell me. I went halfway to the bar and told her tell me what you have to say. She rolled her eyes and continued talking to him. Kellie did not have a friendly disposition nor did she exemplify good customer service from the first time we encountered her. She needs training in customer service and having other options to use the food and beverage credit on, would have been nice. We don’t drink alcohol and having the limited choices (some of which were not tasty such as the ribs) for a week was also disappointing. Needless to say, our experience dealing with Kellie during our week stay was not a pleasant one and it was hurtful to deal with such unkindness. Since general management doesn’t or hasn’t responded to my voicemails, I do plan to inform Hilton customer care about our experience as well.

We were staying in two different rooms, the one with the king bed was really nice, the room with 2 double beds needs some maintenance and upkeep. The faucets were very loose, tiles missing, etc. It was fine for the few days we were there.

This is a nice hotel in a decent area right off the highway. I did not eat here so I cannot speak to the food they have available. The room was clean and quiet for the most part. One night there were a couple loud noises that sounded and elephant was coming through the wall, but that can happen anywhere. |Because this was business, I needed a reliable Internet connection and this hotel just did not have one. |If that were fixed I would have given this hotel 5 stars.

This hotel chain is definitely not in my list for future. The services provided by the hotel are minimalistic. For example, no room service unless explicitly asked, no breakfast. Specifically, the reception desk people showed the minimalistic behavior in every discussion. I could help them solve a broken and bad customer experience in their service, however they only listened to respond and had no interest in understanding and solving a problem. I tried explaining how it would prevent bad experience for their future customers, but they had no interest than charging the little amount. Both the men blamed customer telling how their cable services work than representing the hotel and solving the issue with their own service provider.