2/10 Terrible
Martha, Long Beach
Travelled with family
13 Aug 2025
Disliked: Cleanliness, staff & service
Be aware of extra charges!!!
we arrived well after check in time around 5:20 pm. I had booked two rooms one of our rooms (which had a balcony) wasn’t cleaned and the other had a toilet that didn’t work. We called about both. It took a very long time to correct the toilet situation, over an hour. The uncleaned room situation we were given the option to either wait for the room to be “quickly” cleaned (who wants that?) or to be moved to a different room without a balcony. We were tired and accepted the option of moving to a room without a balcony. Manager said that room was actually more expensive, which is untrue based on advertised prices. I told him as much and he agreed to give us a nightly credit for the inconvenience as well as an additional 50 dollar resort credit. As Hilton Honors Gold members we were also told at check in that we had a daily $30 credit that would be available during our stay and to be sure to use it or we would lose it. We then had other setbacks that forced us to move rooms once more during our stay, manager accommodated a suite for us, but that meant that we didn’t have a room for almost one whole day as we had to check out of the previous room. I checked out via phone from our room and when we finally left and checked the bill I received via email, I was floored. Not only did they not apply the daily $30 credit as promised, they tacked on other fees and never even applied any of the credits that the manager promised.
Martha
Stayed 3 nights in Aug 2025