Laguna Cove Hotel

Dear Management, I’m deeply disappointed and distressed about my stay today, 29-05-2026. After a long international flight lasting 17 hours and 45 minutes, I arrived exhausted and expected to rest in the room I’d booked. Instead, I was given what seems to be the smallest room in the hotel. It doesn’t match the photos or the booking description, and it smells unpleasant. Wi-Fi was listed as included, and it was one of the main reasons I chose this hotel. But there’s no Wi-Fi in my room, and barely any mobile signal either. I’m a mother of a 6-year-old, and being able to contact my daughter is a necessity. Not being able to reach her has caused me a lot of stress and emotional distress. I asked the front desk staff member, Ezequiel, several times for help, either to move rooms or fix the Wi-Fi. Each time, I got the same answer: nothing could be done, this was my assigned room, and the Wi-Fi couldn’t be fixed before Monday. I was told I could either stay in that room or take a full refund. I also asked to speak to the manager. Ezequiel said Cloe wasn’t answering and told me to email the hotel if I wanted to take it further. The room and missing amenities upset me, but what’s hurt most is the lack of empathy or customer care. After such an exhausting journey, I expected some understanding and help. Instead, I felt ignored and dismissed, with no practical solution. I’ve attached evidence of my travel itinerary and screenshots showing the lack of network connection. I can’t photograph the unpleasant room smell, but it’s very noticeable and adds to the discomfort. This is my first hotel stay in Los Angeles, and it has been incredibly disappointing. No guest should arrive after nearly 18 hours of travel to these conditions and this level of service. I hope the hotel addresses the situation for me and for future guests. Right now I feel emotionally exhausted and heartbroken by how it’s been handled. Purely disheartened by the poor service and unresolved issue. Sad and disappointed guest, Salina From Dubai

Being only a few steps from the beach was lovely. The room was clean and had everything I needed, and the staff were so friendly that I felt welcome. The thin walls kept me awake, though. I could hear my neighbors simply talking in their room, even with earplugs every night. If you’re a light sleeper, this might not work for you.

The rooms were cozy and clean, and the staff were incredibly friendly. It’s a charming little hotel in an unbeatable spot, with the beach a short walk away and lots of good restaurants within walking distance.

The room condition felt almost insulting. The exterior is pretty, but inside everything looked old, dirty, and heavily worn, with no apparent effort to improve it. When we arrived, there was hair and sand on the floor. The bedskirt looked like burlap, with a matted, visibly dirty hem. Paint was peeling and chipped on the walls. There was only one exposed outlet in the entire room, and the power strip was so short it had to hang in midair. To reach it for the coffee maker and microwave, we had to pull the bedside table completely out. The furnishings were cheap and had exposed screws. The bedside tables had chipped corners and legs, the headboard paint was peeling, and the cheap console in the corner had drawers that wouldn’t stay shut. The wall “art” looked like a random collection of sale-bin finds from Ross Dress for Less. The bathroom was tiny, with ants, peeling paint, someone else’s hair in the shower and on the floor, cheap motel shampoo, wafer-thin soap, and just one bath towel. The tile was ancient, with dirty, moldy grout. The shower pressure was good, but the water kept switching between hot and cold. I assume that happened when other guests used their sinks, toilets, or showers. We could see the ocean, but beachfront houses and construction blocked much of the view. The houses were so close that from the balcony we looked straight into people’s windows. The positives were the location beside a beach access lane and near shops and restaurants, plus a comfy bed and bedding. Hand to god, it felt like visiting your weird aunt’s house in the 1990s. This is not worth $350, or more than $100. Seriously, guys, give your property just a little effort. The lack of care shows, and it’s not a good look for your guests.