Renaissance Los Angeles Airport Hotel in Los Angeles

已经退房5天了，还没解决我的问题！-- 直接不回复了

投诉信，也不理！

Dear Renaissance and Marriott Guest Relations Team,

I am writing to formally express my concern regarding a series of service, communication, and facility issues during my recent stay at the Renaissance from October 15 to October 19, 2025.
Unfortunately, no one has reached out to follow up or clarify these matters after my checkout, despite my expectation that they would be reviewed.

1. Parking Fee Mismanagement
When I first inquired at the front desk about parking, I was told there was no waiver available. Later, I returned to ask again if it could be waived since I had spent at the hotel bar. The valet confirmed that it could be waived, but the front-desk associate seemed unsure. I personally verified this with the valet and then returned to inform the associate that the valet had approved the waiver. Despite this, my card was still charged. Guests should not have to coordinate between departments to correct such a straightforward issue.

2. Unauthorized Room-Service Charge
When ordering room service, I instructed the server to post the charge to my room, as I planned to settle all expenses at checkout using a different credit card. Nevertheless, my card was charged immediately without my authorization or acknowledgment.

3. Billing Clarification Not Acted Upon
After receiving a payment notification, I went to the front desk and explained that I would use another credit card at checkout. Despite this clarification, no correction was made and my card continued to be charged.

4. Difficulty Obtaining Itemized Room-Service Bill
When I requested an itemized bill for my room service, I was told twice to collect it from the restaurant myself. Only after noticing my concern did the associate offer to email it to me. Such a response lacks initiative and service awareness.

5. Housekeeping Coordination Issue
When I requested room cleaning, a housekeeping staff member told me she “could not” and that I needed to call the front desk instead. This back-and-forth was unnecessary. Another staff member eventually arrived and handled the cleaning properly, but the inconsistency was disappointing.

6. In-Room Amenities
Some consumables, such as coffee and other items, were not replenished during my stay. I am unsure if this is standard practice or simply an oversight, but it gave the impression that details were not well attended to.

7. Unstable Hot-Water Supply
The hot water in my room fluctuated between very hot and cold without warning, which made showering uncomfortable.

On a positive note, I would like to commend your airport-shuttle driver, who was exceptionally quick, efficient, and clearly experienced. His professionalism stood out during my stay and reflected the standard of service I normally associate with the Renaissance brand.

I trust this feedback will be reviewed and addressed appropriately. Please confirm once the billing and service issues have been reviewed and advise how they will be handled.

Thank you for your attention to this matter. I look forward to your response.


Warm regards,
S
Stay Dates: October 15 – 19, 2025
Room Number: 1122