My complaint:
I made a reservation with Conrad hotel in L.A CA. As I am a platinum member in Amex. I had very worst, rude and low class service in my life. I took my 84 years old mother for mother’s day gift , we flied from Seattle, WA. I tried to check in 1:00pm and at Conrad front deck lady said room isn’t ready yet, it needs to clean. She will call my cell , So i said ok.
2:50pm still didn’t get call from them, so I went to front desk again at 2:55pm. There’s one African American male name Malcom? He said room is not ready, need to clean. Ask me to give 5min more. So I said ok. After 19mins later still didn’t get call from them I went check again, he said room need to clean. After 15mins later my wife went to front desk and talked to guy name Malcom . He said again room still not ready. So my wife told him we’ve been waiting over 3hours why only our room isn’t clean yet? There’s behind of us guests are all check in and went up to their room. And while we are waiting peoples are check in and got room but only our room isn’t ready .
Today was pretty hot day for 84 years elder lady. guy name Malcom he didn’t apologize to us he just ignored us. Even my mom went to talk to him he doesn’t apologize about his behavior. So as Brittany? She is manager. She wasn’t trying to listen to guest never apologize for the happen. My mom is handicap she was very upset and pulled put her handicap sign and told Malcom I waited 4hours youb guy didn’t address the issue. She planned to met high school friends at 5pm and Conrad hotel ruined her plan so it cancelled. Malcom and Brittiny were never apologize and just said thanks.. whatbyou mean thanks? Playing with hotel guest?
My mom was very upset and finally her body shaky heart pounded very fast, other emply brought a cold ice water to my mom and brought wheel chair. We don’t want upgrade room or 100$ credit. What they thinking? Homeless? We are multi millionaire we have few buildinds and restaurants in Seoul Korea , Seattle and N.C. $100 is joke. We want they apologize to us that make us wait 4hrs. And still don’t understand why all others guests check In even behind me guests were checked in but why I couldn’t got check in during 4hrs. And I didn’t got a call from them. Very unprofessional.
This 5 stars hotel worse service. My mother is having a pain now. CONRAD Hotel made myb 84 years mom great mothhers day gift. I’m pretty sure they never got hotel service trained . Never going to Conrad ot Hilton. We dont want spend money for Low class service.
We talked with Yarytza Garcia security manager. Future information talk to her.
Suggested solution:
African American male name Malcom. Manager female name Tiffany. They need hotel degree education. Need to apologize to us. CONRAD BY Hilton needs to step up address the issue. 5 star hotel act like 0.5 star hotel
