Embassy Suites by Hilton Los Angeles LAX South/El Segundo

The building is attractive and our room looked nice, but the rest of the stay was awful. In winter, I turned on the heat and waited 35-40 minutes with no response. The front desk explained that the hotel switches the whole building to air during the day, then leaves the system on a “hiatus” until about 10:00-10:30 PM. Guests apparently can’t control heat in their own rooms and have to wait for the hotel to turn it on for everyone. I called again around 10:30 PM, and the staff member who had just started her shift said she’d check. Heat finally came on around 11:15-11:20, then shut off again around 2:00 AM. Nobody answered when I called after that. My husband and I spent the rest of the night freezing under blankets, wearing our coats and clothes. I’m now sick, probably from being cold all night. We were in Room 468, in a five-floor hotel. Is this really what guests are expected to put up with, waiting for someone to “push a button” for the whole building no matter how hot or cold their room is? At check-in there were many older guests, in their 60s, 70s, and even 80s, getting ready for a cruise. I hope they were okay overnight, because we were so cold. I contacted Expedia and was told the hotel has a strict no-refund policy. Now I’m waiting for the hotel to decide whether it will “allow” a refund of the $220 room charge. My $150 incidental deposit is supposed to take 5-7 business days to come back, and the travel insurance I buy every time doesn’t cover this situation. Expedia tried to reach the hotel and couldn’t, so I’m stuck going back and forth hoping someone responds. The temperature control, lack of accountability, and disregard for basic comfort were unacceptable. This was beyond ridiculous. Don’t book here.

At four in the morning, the carts rolling and dishes clattering for a six o’clock breakfast made an alarm unnecessary. Then they missed our wake-up call, and when we asked why, the front desk agent just shrugged. Stay somewhere else, even an airport bench. The shuttle took several calls and nearly an hour to arrive while other hotels kept circling. They say they only have one driver, so tomorrow we’ll pay for an Uber instead. We tipped the driver well, since this isn’t his fault. There was a Bobby pin on the nightstand that wasn’t ours, and the microwave was broken with our dinner locked inside. They did bring a replacement. The front desk also hangs up, so you have to call more than once. We’ve stayed at plenty of Embassy Suites, and this one is trash. You may see management’s canned reply. We won’t be calling to follow up: we left a voicemail three days ago and still haven’t heard back. The staff don’t seem to care about their workplace or their work ethic.

After flight cancellations, I ended up spending my first night in Los Angeles here, and it turned into a really positive stay. The view from my room was lovely and gave the place a relaxing feel. My room was spacious, comfortable, and clean, and the staff were friendly and attentive throughout. I also enjoyed meeting some wonderful people while I was there. The homemade omelets at breakfast were a highlight, and the complimentary drinks and snacks were especially welcome after a long day of travel. The team put real care into the service. I had no issues and would be glad to return. Keep up the great work!

We didn’t have to wait long for the free airport shuttle, and check-in was smooth. The room was clean, roomy, and really nice, with comfortable beds. We also made the most of the free drinks and snacks at happy hour and the complimentary breakfast. They had a huge selection, including made-to-order omelets, which were great. We loved our stay.