Hilton Garden Inn LAX Los Angeles Airport
🏨 Hotels & Travel · Los Angeles
total experiences
replied on google
Most reported issues
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Experiences
The hotel overcharged the guest and failed to resolve the issue.
Business reply on Google
Hello John, we're sorry to hear about the billing issue during your stay. As a valued Hilton Gold member, your feedback is crucial, and we're looking into this matter. Please contact https://help.hilton.com/s/contactsupport and (310) 645-2200 for further discussion. We appreciate your loyalty and hope to regain your trust in Hilton. Thank you for sharing your experience.
shuttle delay and digital key malfunction caused significant inconvenience
noisy air conditioning, poor cleanliness, and unhelpful staff service
Business reply on Google
Hello Kuddusi, we're sorry to hear about your experience during your stay with us. We value your loyalty as a Hilton Honors member, and your feedback is important. We are looking into the issues you mentioned, such as the noise and hospitality concerns. Please contact us at https://help.hilton.com/s/contactsupport or (310) 645-2200 to share more details about your booking and discuss your experience further. We hope to serve you better in the future. Thank you for sharing your thoughts.
Hotel refused confirmed reservation and provided no assistance to the guest.
Business reply on Google
We're so sorry to hear about your experience with your reservation at our hotel. It’s concerning to learn about the issues you faced with your booking and the lack of assistance. Please know that this matter is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (310) 645-2200 to provide more details about your booking and discuss your experience further. We appreciate your feedback and hope to have the opportunity to better serve you in the future.
Parking garage charged significantly more than the posted hourly rate.
noisy room, incorrect parking charges, and room type downgrade
Business reply on Google
Hello Yue, we're sorry to hear about your experience with the air conditioning and the issues with your room reservation and parking charges. Your feedback about the front desk staff is also concerning. Please know that these matters are being looked into. I encourage you to contact https://help.hilton.com/s/contactsupport and (310) 645-2200 to discuss your experience further. We appreciate your feedback and hope to provide a better stay in the future at Hilton Garden Inn.
Staff member provided false information regarding payment methods for deposit
Business reply on Google
Hi, we are glad that you were eventually able to check in smoothly with our other team member, though we are concerned by the inconvenience you experienced upon your arrival. Thank you bringing this discrepancy regarding our payment policies to our attention, as providing accurate information and a welcoming experience is a priority for us. For further assistance, please reach us at https://help.hilton.com/s/contactsupport. We hope to have the chance to welcome you back for a better experience.
Security staff used rude and disrespectful communication with a driver.
Business reply on Google
This is disappointing to hear, Wali. We value our guests and strive to deliver exceptional service and sincere hospitality, so we're sorry we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport if you would like to discuss these issues further. Thanks for letting us know about your stay.
hotel overcharged for unavailable parking and withheld part of security deposit
Business reply on Google
Hello Matheus, we're sorry to hear about your disappointing experience at our hotel. It's concerning to learn about the issues with parking availability and the lack of assistance you received at the front desk. Additionally, the discrepancy with your deposit is being looked into. We value your feedback and encourage you to contact https://help.hilton.com/s/contactsupport and (310) 645-2200 so we can follow up with you directly. Thank you for sharing your concerns, and we hope to have the opportunity to improve your experience in the future.
Security harassed guest immediately after check-in and parking fees are expensive.
excessive wait time for the airport shuttle service
Business reply on Google
Hello Sam - We appreciate you sharing the positive aspects about your stay. However, we apologize for any inconvenience you had regarding the shuttle service. Your comments are important to us as we're always working to improve. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (310) 645-2200 so we can investigate this further. Thanks for taking the time to share your feedback, and we look forward to hearing from you.
Insufficient shuttle capacity causes long wait times for airport guests.
Business reply on Google
Hello Jelena, we're glad to hear that Jean was able to assist you with kindness and professionalism. However, we're sorry to hear about the issues you had with the shuttle service. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (310) 645-2200 so we can follow up with you. We hope to welcome you back for a much-improved stay.
Customer experienced double billing, high fees, noise, and unfriendly staff.
Customer reports account was hacked and unauthorized charges occurred
Staff failed to answer calls and lost the guest reservation
hotel attempted unauthorized charges and refused to provide a payment receipt