Extended Stay America Suites Los Angeles Torrance Harborgate

The kitchenette was nice, and the location is central to a lot of things, but the service and property condition let the stay down. I checked in after 8 pm, when the staff seemed overwhelmed. Management should consider adding a part-time assistant during busy hours. My key wasn't programmed right, so I had to go back down from the 3rd floor twice, and it had to be programmed three times in all. I asked for towels at check-in because I suspected none were in the room. The clerk assured me they were there, but there weren't any. I called for a set, was told someone would bring them up, then waited 30 minutes, called again, and waited another 30 minutes before they finally arrived. The rooms are decent, but the showers are terrible. The poor service really takes away from the experience. And please stop calling the morning snacks breakfast. Oatmeal and a fruit bar are very limited choices, and the coffee was average. I'm not sure I'll come back.

The couple next door woke us at midnight, fighting in their unit and banging doors into the wall. The room itself was a dump: the TV showed a blue screen, the carpet was torn up, the kitchen cabinets were warped, and the bath wouldn't drain, leaving us standing in filthy shower water. I should've known when we pulled up to a car without a hood and a kid selling candy from it to raise money for their team. I'm giving it one star because nobody died. Seriously.

For the price, the room was decent and having a kitchen was a plus. The lamps and remote didn't work properly, but that wasn't a major issue for us. The frustrating part was getting in: they wouldn't let us check in at 1:30 a.m. because they were doing an “audit.” My cousin called the hotel and explained what was going on, and then they finally let us in. Otherwise we'd have been stuck waiting in the car until 3-4 a.m. after a 6-hour drive. I'd give the hotel 2/5 stars.

We had to wait a little for a room on Valentine's Day, Saturday, because there'd been a major mix-up about which rooms were clean and ready. Michael and the prior staff took care of the situation. The hotel was short-staffed, and there were lots of people waiting in the lobby, but Michael stayed focused, listened to guests, communicated well, and got us a clean, ready room. He handled all that stress like a pro. GIVE HIM A RAISE!!! We'll come back because of Michael and the staff who came in to work on the busiest hotel and restaurant day of the year. Thank you, Michael and everyone else, for your resilience and great customer care.