Hilton Los Angeles Airport in Los Angeles

We stayed here for three nights from December 30, 2025, to January 2, 2026, and encountered issues like no hot water and broken elevators (see my previous review for details). We thought that was bad enough, but this time proved to be an even more unpleasant experience.

Upon checking in on January 4th, we were assigned room 4077. Still a bit shaken from the previous elevator incident, we didn't mind a lower floor and had no objections to being on the 4th floor. However, when I went to wash my hands, I found the sink and counter to be significantly lower than normal, seemingly designed for people with special needs. For a 70-year-old man who is 1.80 meters tall like myself, it was very inconvenient to use. So, I went to the front desk hoping to switch to a room with standard facilities. The employee who initially assigned the room was no longer there, so I approached another staff member with my request. My English isn't great, so I had to rely on a translation app to communicate. His general response was that we had booked a standard room, and this is what it was like. He mentioned that my previous room was arranged by his colleague, and if we wanted a similar room again, it would cost an additional $30. I reiterated that we simply needed a room suitable for a 'normal' person. He completely ignored my concern about the low sink and counter, arbitrarily insisting that this was a 'normal' room. His tone implied that we had gotten a 'deal' last time, and he wouldn't let us 'get away with it' again, clearly exhibiting a somewhat condescending attitude. Communication with him was extremely difficult. At that point, I considered just making do for the night, but then I thought, if I'm going to settle, why choose Hilton? Therefore, I asked to speak to his supervisor. After hearing my request, the supervisor immediately issued a new room card and thoughtfully handed me the old room card to facilitate the move. I asked if I needed to return the original card immediately, and the supervisor said no.

This incident should have been over, and I had no intention of pursuing it further. However, another problem arose the next morning when we were stopped at breakfast. Since breakfast was included in our room rate, I had asked where breakfast was served during both check-in and the room change. Logically, if breakfast vouchers were required, they should have been provided then. Since they weren't, I assumed we could simply use our room card (as many hotels operate this way). Being stopped at the restaurant was unexpected, but when I went to the front desk for vouchers, even after showing my room card and number, I was told I also needed to provide my passport. Our information had already been entered into the hotel system during check-in, so asking for a passport again felt like malicious harassment. As we had a flight to catch back home that day and were very short on time, I decided not to argue with them. I went back upstairs to my room to retrieve my passport and only then received the breakfast vouchers.

While I was upstairs, a lady who spoke Chinese arrived at the front desk. Instead of resolving the issue, she was very rude to my wife. Our schedule was tight, and we didn't have time to dispute further. After a hurried breakfast, we checked out and headed to the airport. However, this experience at Hilton left an extremely poor impression on us. I wonder if Hilton employs such staff at the front desk to serve guests, to create problems for guests, or if their attitude varies depending on the guest's background?

After returning home, we contacted Ctrip again, but their communication with the hotel this time was not smooth. Because the original room number was not updated in the hotel system after the room change, the hotel refused to acknowledge that there was a problem with that room. Ctrip informed me of this and expressed their apologies. I provided Ctrip with a photo of the original room card (since the supervisor said I didn't need to return it, I had simply put it in my bag and still have it), hoping they could clarify the facts with the hotel first. However, Ctrip has not followed up since, presumably due to communication difficulties.

I have attached photos of the room card and its sleeve. I hope the hotel first ascertains the facts before discussing how to handle this. We insist that the two front desk employees who handled the situation inappropriately and had poor attitudes provide us with a written apology. (Although we didn't get their employee IDs, the employee from the afternoon of January 4th who required supervisor intervention should not be difficult to identify, and the lady who spoke Chinese on the morning of January 5th should be even easier to find.) We also request handwritten apologies from them. We do not demand an apology from the relevant supervisor or the hotel general manager. As for how to compensate for the damages caused to guests by the improper actions of hotel staff, that is an issue the hotel needs to consider.