The London West Hollywood

WARNING TO FAMILIES WITH BABIES — BE VERY CAREFUL STAYING AT THIS HOTEL I had an extremely disappointing experience at this hotel, and I would strongly caution any family traveling with a young baby to think twice before staying here. When I made my reservation, I specifically requested a crib for my baby. The hotel confirmed my request and told me that they had cribs available. Based on that confirmation, I traveled by plane to Los Angeles fully expecting the hotel to have a crib available when I arrived. Instead, the hotel waited until after I had checked in and reached my room to tell me that there was no crib available. That is completely unacceptable. If the hotel knew they could not fulfill a request they had confirmed, they should have told me before I arrived, when I still had the ability to make other arrangements or cancel my reservation. Waiting until I was already at the hotel and in the room left me with essentially no reasonable alternative. From my perspective, it was extremely misleading and felt like the hotel waited until it was too late for me to make another choice. This wasn't some minor inconvenience. I was traveling with a baby. Because there was no crib, my baby did not sleep properly and I was up essentially all night. Anyone who has traveled with a young child understands how exhausting and disruptive that can be. What made the situation even worse was the hotel's response. After everything that happened, they offered me $50. $50? After telling me a crib would be available, failing to provide one, waiting until I was already in the room to tell me, and leaving me to deal with an entire night of exhaustion with a baby? That response showed an incredible lack of understanding and empathy toward parents. I even offered a completely reasonable solution: allow me to cancel the reservation and stay somewhere else where my baby could sleep safely and comfortably. If the hotel genuinely understood what parents go through, they would have recognized that this was the reasonable solution and refunded my stay. Instead, they essentially left me stuck with a room that did not provide something I had specifically requested and that they had confirmed they could provide. I also have to say that the way this situation was handled felt discriminatory toward families with young children. I understand that mistakes happen, but when a hotel knows a guest is traveling with a baby, confirms that a crib is available, and then waits until the family has already arrived and settled into the room to say there isn't one, it sends a very troubling message about how families with babies are being treated. At minimum, it felt like families with babies were not being given the same consideration, care, or respect that any other guest should receive. A hotel should understand that traveling with an infant comes with very different needs and that a crib can be essential, not simply an optional amenity. If you are traveling with a young baby, BEWARE. Do not assume that a crib request will actually be honored, even if the hotel tells you they have cribs available. My biggest issue isn't even that something went wrong. Mistakes happen. It's how the hotel handled the mistake. They could have contacted me before arrival. They could have offered to cancel and refund my reservation. They could have shown genuine empathy toward a parent who had traveled by plane with a baby. Instead, they waited until I was already there, offered $50, and apparently expected that to make up for the situation. That is simply not acceptable.

We spent 3 nights at The London West Hollywood. The hotel has alot to offer and the staff are very attentive. The rooms could do with an upgrade - them seem a bit tired.

During my family’s stay, 1k cash disappeared from a fanny pack that was hidden inside luggage. After housekeeping serviced the room in the morning, the fanny pack was found partially open and placed back inside the luggage, which made us reasonably suspect this was intentional. We reported it to the hotel multiple times, but they only said they were “unable to confirm” anything and offered no meaningful resolution. My family had to leave the country the next day, so we did not have time to file a police report immediately, but the hotel’s response made us feel that they don’t care at all and it could be a serial thief.

It was our first time in California, and I am so glad we picked The London. Our stay was amazing and the staff was wonderful. We were in the middle of a beautiful area, and I will definitely stay there again.

We booked this hotel to celebrate our 20th wedding anniversary and travelled all the way from London, UK, expecting a memorable stay. Despite informing the hotel months in advance that we were celebrating our anniversary, there was not even a simple note or gesture to acknowledge the occasion. It was disappointing, especially from a 5-star hotel. To make matters worse, there was severe noise from emergency roadworks caused by an unforeseen sinkhole outside the hotel. The work continued 24 hours a day throughout our entire three-night stay, significantly disrupting our sleep. While we understand that the roadworks were beyond the hotel's control, it was disappointing that no compensation or goodwill gesture was offered despite the considerable inconvenience. The hotel failed to notify us about this significant disturbing noise so that we have an option to book another hotel. This is not the level of service we expect from a 5-star hotel. We are checking out today with a very bitter impression and regret choosing this hotel for such an important milestone. Unfortunately, what should have been a special anniversary celebration turned into a deeply disappointing experience. If you'd like, I can also make it more concise for Google Reviews or more formal for a complaint to the hotel's management.