I complained to the receptionist, and he shrugged and said 'quiet time is for the guests only'. Two nights later, complained about the noise at 00.15am, then at 4am I was woken by the 'helper' and the cleaner having a very loud shouty conversation outside my door. I later had to complain about the receptionist himself as him and three of his friends were loudly talking and laughing in the corridor until about 3am. On the second night, I complained to the receptionist about his music and he came to my room and called me a ”b****”. There was a man that the manager later told me 'just helps out' who sleeps in the common area by day and plays music and cleans at night. On two of four nights I was abused for complaining about the noise staff made most of the night, even though I was respectful but assertive when I did so.

In the end, since they didn’t send us a dessert to make up for the cake they ruined and the champagne they promised was instead $150 off at the bar - thank god I called to ask where the wine was otherwise I wouldn’t have known I had the credit and would not have used it.Įventually they comped us the valet, upgrade and what they say was an extra drink we got at the bar that went over the $150 (impossible, we all made sure the math lined up) but the communication was a struggle and I did not felt appreciated as a customer. There was a lot of confusion on how they would make it up to us as I had to talk to three different people on the day and the day after who all told me different things. I had to call twice to get them to bring us our luggage (and the cake) and by then a hour had gone by, and the custom decorations had melted off the cake ruining it. They reassured us that they’d be right up. They ruined our custom cake in transport from the valet to our room, despite the fact we gave them very detailed instructions. The service wasn’t really up to the standards of such a wonderful, high end hotel.

Sephora hollywood and highland