Rated 2 out of 5 by SS2013Aug Terrible Rooms
Had high expectations from the W - when I was checking in the front desk folks told me the room would be close to the night club and we could expect music and noise coming in during late hours.
We took a call to try the room out as music or party noise was not expected to bother us when we fall asleep – even with a child I decided it would be fine.
However the real problem was not the club on the 12th floor – the room was directly below the gym which is not sound proof. This is the first W I have stayed in the whole of US (and I do live across SPG properties almost 30-40 weeks in a year including most of the W properties in NY) where the room reverberates with the thud of weights falling throughout the day. For 2 days we were awakened at the crack of dawn (5 am ) with either weights thudding on the ceiling or with treadmill vibrations. I had a headache from not being able to sleep as well as due to the noise.
I cut my 5 day stay at the hotel to 2 nights and moved to another SPG property. Being a SPG loyalist for over 5 years I found W Hollywood to be sub-par in terms of service and responsiveness.
I find this unacceptable that I was not even informed of this while checking in – writing to the W insider elicited no response and a writing to the GM resulted in a lame apology email stating how sorry they were and they have incorporated the feedback into their capital budgeting plan for 2014 and plan to get sound proof floors.
Would not recommend this property for business or family stays to my circle.
August 22, 2013
Rated 2 out of 5 by vschendel Great location...needs work on service!!
Let me start by saying that this hotel has a great location. This is my third time staying at this location, however will really have to think hard next time if would return for a fourth. First of all the room...don't let the front desk tell you that they are going to put you on one of there quit floors. I stayed on the 5th floor the first night, cause they said it was there quit floor...I felt like I was in the middle if the club by the sound...woke up with the base still ringing in my ears. Called in the middle of the night and was told the could move me the next day. The next day the move me to the ninth floor which for sound was much better, however had a problem with the air condition working and it took maintenance 3 try's and a day and a half to finally get it working. This brings me to my BIGGEST COMPLAINT!! So on Sunday my final day of my stay I decide to relax by the pool. I show up at the pool which is small but very nice and intimate. There are approximately 15 lounge chairs by the pool and all were being taken, however there are 6 or 7 day bed completely free. I go to sit down and am told that they have a $250 drink limit. I can't believe they are going to leave or spend $250 to relax by the pool that they advertise they have. Would completely understand if the pool was full or the the beds were full. Spoke the management and was told that the hotel doesn't run the pool, that it is managed by the restaurant so they don't have control of the pool...then why say you have a pool on your website?? Interesting enough after complaining enough they brought out some chairs for us and low and behold we started ordering drinks and went well past the $250 that we would have had to spend in the other chairs. Noticed many other guest do the same thing, however they would just leave and not stay...can only wonder if they are losing money in their attempt to make more?? I can only say that they need to change it on the website to say limited guest seating by the pool and additional seating at a cost!! All this will only make me continue to consider with my other issues over the year whether its time to leave SPG and try another hotel chain??
October 10, 2012
Rated 5 out of 5 by LakeView29001 Outstanding service and support
My wife and I travel frequently and usually select suites at higher end properties. On this trip we were celebrating an anniversary, including a night in Hollywood at the "W" with plans for dinner at Delphine, a show at the Pantages followed by cocktails in the hotel Living Room and lounge. The hotel and staff could not have been better and helped make our stay a truly great experience.
Arrival: The valet entrance was well marked and easy to find. The Valet and Bell greeting was prompt, friendly and enthusiastic. Staff were clean, well dressed, polite and professional.
Front Desk: We arrived at 4 PM but there was a minor mix-up concerning room readiness, The gentleman helping us was polite and knowledgeable and competently worked the issues. They came through with an amazing upgraded suite for us, and we were able to get straight to the suite without delay.
Suite: The suite (Fantastic Suite) was well configured, comfortable, clean and had an excellent view The bed was very comfortable - one of the best I've slept in. The mini bar was well stocked and the prices for alcohol were reasonable (in line with other hotel mini-bar prices). The bedroom was very quiet (surprising, given that the suite faced Hollywood blvd.) All the rooms had black-out curtains as well as sheers. We slept very well.
Other: The hotel management had notified Delphine that it was our anniversary, and we were pleasantly surprised when they brought us complimentary deserts and two glasses of Prosecco to toast. This was a really nice and thoughtful gesture. Very much appreciated..
Guests should note that entering the hotel from Hollywood Blvd,in the evening requires passing the velvet ropes and lines for Drai's. Security requires you present a Hotel room key to get past this point so you can enter the hotel lobby. This was not a problem for us, and we've been at many hotels with similar requirements. Security was polite professional, and courteous.
Summary: A really nice property. Staff are well trained and very focused on customer satisfaction and attention to our individual needs. We were very well treated during our stay. I definitely recommend this hotel and will be returning.
October 9, 2012
Rated 4 out of 5 by Kelly87 Girlfriends Getaway in Hollywood
Stayed at the W for one night last week. Very convient location, right next to the Metro stop at Hollywood & Vine (2 minutes from Hollywood & Highland on the Red Line). I had requested early check-in, and we ended up getting there around 3pm (normal check-in time), but the room was not ready until 4pm. The staff at the front desk were nice but didn't seem to hurry Housekeeping at all to get our room ready for us. That was annoying, and really cut into our evening plans, but once we got into our room, our requests were handled well and stuff (i.e. extra blankets - which was actually a sheet - and water) was brought up quickly, though the room was unbelievably hot when we got in (like someone had the heat on). We had been upgraded to the top floor cool corner suite room (see pictures), which had awesome views. It was a really neat room but not as big as it looked on the SPG website. The bed was really comfortable, though. I had read that there was a CVS nearby, so we went to get snacks and someone at the front desk told me it was nearby, but it was actually more than 3.5 long blocks away and down into a more "residential" area. We did not eat in the restaurant because they cooked in peanut oil and I have an allergy. The pool was awesome. It's on the rooftop with cabanas and lots of cool chairs and umbrellas.
We had no issues with noise as we stayed on a Monday night and there were no pool parties on Monday-Wednesdays. Pool only open 6AM-6PM anyway, though. The AC, like some others said, was kind of noisy - it made a weird buzzing noise the entire night. Also, in the middle of the night (literally 2:30AM), one of the curtains automatically opened itself and scared the crap out of us. (The curtains in the suite can be opened and closed by pressing a button...and apparently on their own.)
Overall, it was a good hotel, but Hollywood is not really a great place to stay unless you plan on spending a lot of time in the hotel. We were only outside for about 2 hours before we got tired of the crowds and crazy/homeless people. Also, would not have paid $500+ for the room we got, but it was great for redeeming hotel points and using a suite night upgrade! Beware the mini bar if you stay in a suite and note that non-Nestle water is NOT free! (We didn't fall for it but I read many people had). Also note that they put a $500 hold on your credit card which, despite what they say, is NOT released immediately. It's been almost a week and it's still sitting on my card.
July 28, 2013
Rated 2 out of 5 by Brit Great hotel, piss-poor service
This is my second, and last, stay at this particular location. I am a W fan and have stayed extensively at various locations with varying degrees of well-above-average levels of satisfaction. I am sorry to say that both occasions to stay at this location have left me deeply dissatisfied, somewhat harming my impressions of the W brand.
The hotel itself is without reproach. It is very well appointed with great design. The lobby atmosphere is spectacular and the facilities are well above par and well-maintained.
All these, however, are expectations merely met for a W location. Where this hotel falls deeply short is its service exhibiting deep levels of ineptitude that lesser brands would deem unacceptable.
Check-in was unneccesarily arduous. I arrived at 10pm, hardly the witching hour, to find only one person at reception busy with someone. She seemed perfectly content chatting with the guest and entering ever-more involved conversation without any evident progress to the guest's check-in process. Over the ensuing 10mins the line behind me grew to six deep. The receptionist was neither acknowleding of the line, nor seeking to remedy it, simply content to continue chatting to the guest.
When I finally did check in I attempted to get to my room, but was foiled because she had apparently coded the key card incorrectly. Once I finally got to my room I was confronted by a deeply undersized room. I happen to be am SPG platinum member which means that I usually enjoy an upgrade to larger rooms. I returned to reception to see if I would be able to upgrade. This time I was faced by a different receptionist who proceeded to inform me that they could not upgrade me because the hotel was full. This was patently not the case. The lobby was empty, the bar under attended and the corridors of the hotel (I had cause to visit 4 floors) were bereft not only of people, but also of room-service trays that usually evidence occupancy. Absorbing the hatchet job to my self-aggrandizement I accepted the room.
Checkout afforded them another opportunity to step up on the podium of ineptitude and they exhibited true Olympian spirits to clinch the gold. I approached reception again to ensure my bill would be mailed to me. They confirmed the address and the commitment to mail. Still waiting...three days later.
Looking to exit the W Hollywood experience I sought to catch a cab. The expected support cast was remarkably absent. Nobody at the doors to assist with luggage to to call a cab.
Call me a princess, but these are the things that one comes to expect from a hotel of this calibre - and this location really failed on many fronts.
October 13, 2012
Rated 2 out of 5 by aroesler Terrible Communication
I stayed this past weekend at the W Hollywood for my birthday weekend. I was very excited upon arrival because the hotel itself is VERY extravagant and clean- and full of high energy. After settling down in our room my friend and I went to the rooftop pool around 1:00 p.m.(The part of the hotel I was MOST excited about) and were confronted with a man asking to see our ID's for entrance to the pool. I told the man I was 19 and was staying at the hotel and was wanting to get to the pool-not a club and he told me I could not enter. I immediately went to the reception desk and told them the situation and informed them that BEFORE booking the hotel I called the hotel and specifically asked about the pool policy because I had read that you could only get to the pool if you were at the club and the worker i had talked to on the phone stated this was certainly not true and that ALL residents of the hotel had access to the pool, regardless of the fact I was 19. He did not mention days or hours that it would NOT be available to hotel guests that were under 21. The receptionist I was talking to about being asked for my ID at the pool then went to talk to the manager and came back to tell me this was in fact true that at 11 AM on saturdays and sundays the pool turned into Drai's club, and could only be accessed if you were 21 or with your parent. Like I previously stated, I was there for my birthday weekend with my friend that was 21--who takes their PARENT on a weekend birthday trip?) At this point I was incredibly furious and literally thought this had to be a joke considering I had asked this EXACT question when calling previously. After partially coming to terms with not being able to get to the pool for 2 of the 3 days I was staying, I decided to go to the pool at 6:30 PM on Monday to see the sunset, only to figure out the rooftop closed at 6 on weekdays. I had been trying to decide between the W hotel and another nearby hotel and decided on the W after talking to the man on the phone and being reassured of the availability of the pool. I had pre-paid for my weekend stay so was unable to cancel and go to another hotel after discovering I had been lied to by the W hotel worker on the phone. The hotel did NOTHING to make up for ruining a large part of my birthday weekend- all they had to say for themselves was "I'm sorry it is a confusing season because it is between summer and fall and we never know when the club is going to be going on." I felt very cheated by this hotel and felt I was not treated the way I deserved. I had read many reviews saying this hotel treats you VERY nice, and was very shocked to discover they felt they owed me nothing for misinforming me entirely. I would NOT recommend this hotel due to the false information given by its workers. This "4 star hotel" did a TERRIBLE job at keeping its employees informed of the policies, and I was very disappointed with my experience.
October 9, 2013