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Phoebe T
Menlo Park, California

Disgusting Towel and Horrible Customer Service

1.0 of 5 bubblesReviewed 22 May 2022
If I could give zero star, I would. This is our third time staying at this hotel and had the most terrible experience - will NEVER come back. During the first night of the stay right after taking a shower, I realized that the bath towel I was using had an USED BANDAID stuck on it. It was absolutely DISGUSTING. I was disturbed to find that the other 3 towels either had stain or dust. We were so frustrated and talked to the front desk who stated that she will relay the complaint to the manager. However, no one contacted us during our 3-night stay there. Since we had very busy schedule while visiting, we tried following up soon after we left the hotel - we wrote 3-4 emails to the hotel manager and got NO RESPONSE. Until now, we still hear nothing. STAY AWAY.
Date of stay: April 2022
Trip type: Travelled as a couple
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AIMBRIDGE VENDO... D, General Manager at Courtyard Los Angeles Monterey Park, responded to this review
Responded 24 May 2022
We appreciate the feedback.

It's unfortunate your time with us was less than ideal. We care about the satisfaction and happiness of our guests. We regret that your room wasn't refreshed properly. It's important to us that we offer our guests a quality experience so we'll address your concerns with the appropriate members of our team moving forward.

We hope you give us another opportunity to share a more positive experience with you soon.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 16 April 2022

Stay in Monterey Park for family visit. Checked reviews of all nearby hotels/motels, most are pretty scary. The member rate for this hotel is within 10% of all other hotels/motels with a much cleaner and safer environment, so there are no reason not to stay here. Stayed on the 5th floor, street side and it was quite all day. Staff were helpful with requests and information. Did not use their restaurant as there are just too many eateries close by. Hotel does provide paid car service to LAX but be careful in using it. Driver only told me they only accept cash when we got to airport, so had to drive to nearby hotel to get cash from ATM. Don’t use it.

Date of stay: April 2022
    • Value
    • Cleanliness
    • Service
1  Thank NMFFF
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AIMBRIDGE VENDO... D, General Manager at Courtyard Los Angeles Monterey Park, responded to this reviewResponded 17 April 2022

Thanks for the amazing review!

It's excellent your time at Courtyard by Marriott Los Angeles Monterey Park was so fantastic! We take great care in providing top-notch service for all of our guests. Your praise for our team lets us know we're doing our job! We look forward to hosting you again soon so we can share another splendid experience with you!

Thank you again for sharing your feedback!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 March 2022

For my short stay here, I think this is excellent hotel. Very clean, professional desk, garage (not very expensive) under hotel, in house restaurant close to many Asian restaurants, large room, clean bed. Just a bigger and firmer pillows will make it 5+. Odd rooms are on the quiet side with great sunset in the back. Great stay.

Date of stay: March 2022
  • Trip type: Travelled on business
    • Location
    • Cleanliness
    • Service
Thank Tvrtko1995
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AIMBRIDGE VENDO... D, General Manager at Courtyard Los Angeles Monterey Park, responded to this reviewResponded 29 March 2022

Thank you for taking the time to share this 4/5 review!

We're so glad to hear your time with us was so enjoyable! We're delighted you appreciated your overall stay. We care deeply about the comfort and satisfaction of our guests so we'll address your concerns regarding our bedding with the appropriate members of our team so that we may improve moving forward. We strive for excellence so we look forward to sharing an even more positive experience with you soon!

Have a wonderful day!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 February 2022 via mobile

Stayed here for 4 nights with my husband because he has work nearby. This hotel looks either newly built or newly renovated. It has a modern minimalist design.
The room was clean and spacious. It comes with a mini ref and coffeemaker The bathroom was also spacious and love that it was a stand in shower instead of a tub and the toilet bowl is equipped with heated seat and bidet. I also like that the floors were laminated instead of carpets which is more sanitary.
There were also sufficient parking in the basement.
Location is also ideal as it was right beside an asian grocery and a block away from Ralphs. There are also a lot of good restaurants nearby. Service was good and room and public areas were clean. Would definitely comeback if given the chance.

Date of stay: February 2022
Trip type: Travelled as a couple
1  Thank Gsl_2003
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AIMBRIDGE VENDO... D, General Manager at Courtyard Los Angeles Monterey Park, responded to this reviewResponded 17 February 2022

Thank you for the excellent review!

It's wonderful you had such a fantastic stay at Courtyard by Marriott Los Angeles Monterey Park! The comfort and happiness of our guests are important to us. We're thrilled you enjoyed our large and comfortable rooms so much. That's what we like to see! We look forward to hosting you again soon for another amazing experience!

Have a fantastic day!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 December 2021 via mobile

4 stars price
Worse than 2 stars cleaning
Friendly front desk with No customer service
Maybe manager is on vacation

I checked in late
The restroom was missing shampoo AND tissues.
The bed and floor still have hair
The front desk said housekeeping would clean tomorrow.
At noon, I reported to the front desk that my room was still not clean.
They said housekeeping would clean tomorrow…
WTF.😐
I hope I don’t have to pay the bill till they clean my room.

Room tip: Book other hotel
Date of stay: December 2021
Trip type: Travelled with family
2  Thank ThomasL3612
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AIMBRIDGE VENDO... D, General Manager at Courtyard Los Angeles Monterey Park, responded to this reviewResponded 2 January 2022

Thank you for the feedback, ThomasL3612.

We are always working our hardest to provide a high-quality experience for all of our guests. We regret to hear that we didn't meet your expectations. We will share your concerns regarding our service and cleanliness with our team moving forward.

We would love to have you back so that we can share a better experience with you. We are looking forward to that chance.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 December 2021 via mobile

We’re staying at the hotel now for Xmas and I agree with the other reviewers that the hotel looks nice on the surface, but they’ve skimped on everything else. Walls are paper thin, tiny shampoo, weird gap in the bathroom door, no washcloth rack on the inside of the shower, no luggage rack, uncomfortable pillows, etc. etc. Good location but definitely not a true Bonvoy level hotel.

Room tip: Bring your own shampoo and luggage rack.
Date of stay: December 2021
Trip type: Travelled with family
Thank TravelGRL2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
AIMBRIDGE VENDO... D, General Manager at Courtyard Los Angeles Monterey Park, responded to this reviewResponded 29 December 2021

We appreciate the feedback, TravelGRL2019.

It's unfortunate your stay in our hotel didn't exceed your expectations. We regret you weren't entirely satisfied with our furnishings and accommodations. We care deeply about the happiness and satisfaction of our guests so we'll address all of your concerns with our team moving forward.

We do hope you give us another opportunity to share a more positive experience with you soon.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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