Mondrian LA

The location is strategic for those who want to stay in West Hollywood. I also share the complaints of those who preceded me regarding the staff, who were barely courteous and not very cooperative—let's say not up to the standard of a 5-star hotel. On the contrary, the parking staff were very courteous and kind. I definitely would not return.

I am finishing up my 2 night stay at The Valorian in West Hollywood. I will start with what was good. The hotel is well situated and close to many things. The suites are spacious and well designed. The valets were prompt and polite getting our cars. Now for why I gave it 2 stars: 1. At check in they downgraded my prepaid suite to a standard room without informing me of the downgrade. They actually made it seem like an upgrade and they were not going to charge me more. My family and I were a party of three adults. When I saw the room I knew we could not all fit. I went to the desk and they said I only book a room for 1 adult. I had to show them my itinerary to confirm it was for 3 adults. After much waiting they put us in the suite I paid for and said they would send a rollaway bed. 2. At 10 pm the rolled away bed has not been delivered. I went to the lobby to ask again. They said it was coming. Nothing by 10:30. Sent my husband to ask. It did not arrive until 11. 3. The room was incredibly noisy at night. The music started at 11 and went to 2 am. We could not sleep. 4. The AC fan is also very noisy but at least did muffle the music but we had to freeze 5. The room had a faint cat urine smell periodically I emailed management my first day letting them know how dishonest their staff was and wanted them to take care of some charges like resort fees and valet for the inconvenience. No one answered the email for reached out during our stay. I have stayed at other luxury hotels before and have gotten much better service. When I booked the hotel it was supposed to be a 4.5 star hotel. I expected much better service. I am surprised this is part of Hilton as they are known for great hotels and customer service. Very disappointed.

Just finished a 10 night stay in the Valorian. Previously stayed when it was the Mondrian and you can sense the difference which is not good. The hotel itself is beautiful and the cleaning staff was absolutely outstanding. Rooms are spacious and bathrooms are gorgeous also! The Pool area is very clean but we did not have a great experience here. First time we visited the pool there were 4 free beds which we tried to use but had been told by other guests that they were being held for friends. 45 minutes had passed and nobody turned up. We ended up getting different beds but during our entire time at the pool nobody came down to use the other beds! This should be monitored by staff as there are only 10-12 beds at the pool. The second time we visited the pool we lay down for 30 minutes and had then been asked to get up as they needed to rearrange the beds for an event. Another time we tried to use the pool facilities we could not as a commercial for Hilton was being filmed. This was very frustrating as you are paying fees to use these amenities and not being able to use them!! On that note on check out we had charges of over $1300, $750 worth of charges for parking which we had never made use of as we had no car during our stay. This was later resolved and thank you to the team for this. It was very frustrating not being notified on check in that there was daily fees so please take note of this as they add up quite quickly!! Over all hotel is stunning and in a great location but unfortunately will not be returning as the issues we had with the pool and the sour ending to the trip (being incorrectly charged) has not made us want to return in the future.