Waldorf Astoria Beverly Hills

Before reading my review, please read the attached photo which was a Review from another group of victims in the same incident my family had in Waldorf Hotel at Beverly Hills California. Here's my story. On Feb.9th, 2024, in the evening, all of a sudden, 2 men and 2 women entered our room with the hotel's key when my wife just came out of shower and was naked in the hallway. My wife started screaming and crying immediately. She has pretty bad depression and seizures. The major goal of traveling to LA were for celebrating our anniversary and holiday as well as for the hope of making her better physically and mentally. It turned out a complete disaster to her and my family merely due to the horrible customer service of the front desk staff. How could they give another family our room? I still don't get it! I gave my wife 3 doses of emergency meds to get her through the terrible night and help her minimize the thoughts of suicide. She's a conservative woman and it's the biggest shame for her to be seen naked by strangers in her whole life. Currently she's still suffering from the aftermath of the incident which had worsened her symptoms and had become more challenging for her doctors. As a compensation for the stupid incident, the on-duty manager promised to waive all costs of our 2-night stays and the assistant director confirmed that when we were checking out. But THREE MONTHS past the refund still has not been completed. I touched base with the hotel including the assistant director several times. Unfortunately, it seems like I have been begging for the refund. They made an unacceptable mistake first, then lied to victims about the refund! What a 5-star hotel! I'm really tired of their careless and cold-hearted attitude and have been thinking to file a lawsuit against their 0/5 customer service especially for my wife's sufferings that undoubtedly have been caused and worsened by the poorest customer service. Some other things l'd like to mention as well. We checked in at 4:00 PM but were told that the room was not available yet. Weird? We were further informed that we either need to wait at least 1 hour or downgrade to another room which would be ready within 20 minutes. Because we reserved a restaurant for celebrating our most important holiday with families at 5:30 PM, we had no choice but to accept the downgrade. Unfortunately, the waiting time turned out to be 70 minutes instead of 20 minutes. We were absolutely late to the party and we even didn't get a chance to get dressed up for the important party. Please take a look at another photo of the dirty vase in my room. We have traveled a lot domestically and internationally, and stayed in a lot of hotels. I got to say that Waldorf is the worst one in terms of customer service especially the management team of the front desk. At the meantime, I have to say that the location is good and the hotel in general is good. What it really needs is a qualified management team. Read less

Beautiful hotel: however, it's all surface like LA. Hate to write this but the service providers were as snooty as the guests. The doormen saw that I was struggling to carry my bag to my Uber because cars were blocking the driveway, yet they stood there talking. The spa attendant questioned if I was a guest. The room service person who delivered the ice (after waiting for 30 minutes, mind you) didn't even bother setting the bucket on the table, but rather shoved it in my hands and left. I know this is Beverly Hills, but was I supposed to serve the employees too? Read less

This hotel is simply stunning! Very warm welcome on arrival, rooms are large with full mini-bar, beautifully made beds and linens, roof top balcony dining, all staff were on point, sophisticated yet relaxed. Highly recommend! Shout-out to Mimi at the rooftop pool, our teenage daughters said she is the nicest staff member they have met, she even offered to braid their hair and hugs when we left. Sad to leave, we will definitely be back! Read less