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Amal Az
Dubai, United Arab Emirates

Terrible service from the manager and front desk Jacqueline and Sarah miss treatment

1.0 of 5 bubblesReviewed 3 Jan 2024
Really shocked and disappointed in the Marriot courtyard, Monterey Park, because of the trouble the manager, Jacqueline, despite me trying multiple times to get her to talk to me will not take my call and the front desk Sarah was very uncooperative, and even though by Marriott standard, they can determine in a certain situation to assist
As a Bonvoy member with multiple stays at different Marriott , I had made a reservation for my family of six with children. We were very tired and we came for only one night and they refused to help, even though at other Marriotts around the world, I have gone by the same standard both ladies prove that they were not of Marriott standard, because of Marriott has a very high standard that it goes by all around the world, so I was very disappointed by this horrible experience
Date of stay: January 2024
Room Tip: Cold and very indifferent behavior from stuff
Trip type: Travelled with family
2.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
1.0 of 5 bubblesService
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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.
CYLAMontereyParkGM, General Manager at Courtyard By Marriott Los Angeles Monterey Park, responded to this review
Responded 3 Jan 2024
Amal_azi, we're truly saddened to learn of your dissatisfaction and the hurdles you faced during your visit. Our intention is always to provide the best service possible and when we falter, it's an opportunity for us to learn. We sincerely apologize if our team members didn't meet your expectations this time. It seems we have some work to do, particularly in the areas of communication and assistance. We value your loyalty as a Bonvoy member and would like an opportunity to restore your faith in us. Thank you for taking the time to share this feedback.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (46)
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Reviewed 26 November 2023 via mobile

Came to this hotel to meet up with a friend visiting from out of town and staying here. The underground parking lot was clean and brightly lit. The lobby was open, spacious and felt welcoming with a lot of comfortable sitting areas and booths for private conversations. Friendly baristas concocted coffee in a corner. It’s an ideal lodging for visitors wanting to explore Chinese food and culture: there’s an authentic dim sum restaurant serving traditional Chinese food on premise. Across the street is a hugh modern mall housing a variety of shops and eateries galore. My friend loves the clean and comfortable room with a nice LG TV. It’s a very nice hotel conveniently located in the heart of a busy town.

Date of stay: November 2023
Trip type: Travelled with friends
Thank LnS2004
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.
CYLAMontereyParkGM, General Manager at Courtyard By Marriott Los Angeles Monterey Park, responded to this reviewResponded 26 November 2023

Thank you for sharing your positive experience at the Courtyard by Marriott Los Angeles Monterey Park. Our team members are indeed thrilled to hear that you and your friend relished the easily accessible selection of Chinese food and culture, and found comfort in our spacious hotel amenities, including the room's LG TV. We aim to ensure our location offers convenience and variety, and your feedback echoes that ambition. We appreciate your kind words and hope to welcome you again soon.

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Reviewed 24 November 2023

My wife stayed NOV 19 for 4 nights while our daughter-in-law had cancer surgery at a local hospital... We are from Las Vegas... Her length of stay was complicated by the unpredictability of the surgery discharge requirements... This all occured over the Thanksgiving holiday... Luis Plascencia, General Manager, handled the entire hotel stay situation with sincere hospitality professionalism... Thank you Luis... Also thank you Haley for your help on the phone with me during my wifes stay... My wife, Apotimu, said that the hotel and staff were great!!! Not being with my wife and daughter-in-law during this time was frustrating but Luis and Haley made me totally at ease with the hotel portion... again, thank you both... Richard...

Date of stay: November 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank Richard W
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.
CYLAMontereyParkGM, General Manager at Courtyard By Marriott Los Angeles Monterey Park, responded to this reviewResponded 24 November 2023

It's heartening to hear about your positive experience at the Courtyard by Marriott Los Angeles Monterey Park. We truly appreciate your commendation for Luis and Haley, and are elated that their sincere hospitality, professionalism, and assistance brought some ease during such a challenging time. Your kind words serve as a great motivator for our team members. We hope to welcome Apotimu back in calmer circumstances. Best wishes to you and your family.

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Reviewed 11 November 2023

Where do I begin? Safety! There are countless homeless people congregating around the 1-hour parking area. No security on site. There is underground parking but it's not secure. Oh, and it's also $15/day. Now in regard to customer service...if you can call it that. The Manager, Gregory Castro was soooo nasty and fussy. Rudely asserting how he's "here to help me", then proceeded to call me "man". Not sir but MAN! To make matters worse, when I asked to speak with someone he refuted with 'NO' 'I am the Manager and you must go through me!' Don't risk your safety. Stay somewhere else.

Date of stay: November 2023
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
1  Thank Nicc C
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.
CYLAMontereyParkGM, General Manager at Courtyard By Marriott Los Angeles Monterey Park, responded to this reviewResponded 11 November 2023

We're disappointed to hear about your recent experience. We understand you felt uneasy about the area around the parking and the level of service provided by our management. Providing a welcoming environment, both in terms of hospitality and security, is our topmost priority. With regard to your interaction with our team member, that is certainly not the experience we aim to provide. Your comments provide a learning opportunity, and trust that we will review it thoroughly. We hope you would choose to give us another opportunity to serve you better in the future.

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Reviewed 28 September 2023

We stayed for 2 nights and the room is spacious and parking lot is below the building. Parking lot is Easy to access in and out. The location is very close to restaurants and plaza, you can walk 4-5 minutes.

Date of stay: September 2023
Trip type: Travelled with family
Thank Nathankenson
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.
CYLAMontereyParkGM, General Manager at Courtyard By Marriott Los Angeles Monterey Park, responded to this reviewResponded 28 September 2023

Nathankenson, thank you for choosing Courtyard by Marriott Los Angeles Monterey Park. It's lovely to hear that you value our spacious rooms and convenient underground parking. Our location near dining options and shopping centers is indeed a big plus for many of our guests. We appreciate your positive feedback and look forward to hosting your stay once again in the future.

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Reviewed 8 September 2023 via mobile

Booked 3 separate reservations bc we were using a combination of two 35k FNAs and Bonvoy points for family visiting from NYC. Front desk was very accommodating in making sure my aunt and uncle didn’t have to change rooms, even tho 2 nights were booked in a ‘larger king’ and 1 room was in a standard king. My aunt was very pleased how spacious the room was and also very clean. Thank you.

Date of stay: September 2023
Trip type: Travelled with family
Thank caitlinabel
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.
CYLAMontereyParkGM, General Manager at Courtyard By Marriott Los Angeles Monterey Park, responded to this reviewResponded 7 September 2023

Caitlinabel, it is heartwarming to read your positive feedback about Courtyard by Marriott Los Angeles Monterey Park. We are delighted that our front desk team was accommodating in ensuring your aunt and uncle's comfort throughout their stay with minimum disturbance. We're also glad that they appreciated the ample space and cleanliness of their room. Thank you for your kind words.

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