The Westin Los Angeles Airport in Los Angeles

Travelling with young children and elderly parents. Coming off a red eye late at night so it seemed to make sense to transition to a hotel near the airport. Wonderful shuttle service experience. The lady was lovely!

All went awry when opening the hotel room with the whole room a mess. Called to have the matter rectified and front desk indicated they would come up shortly but no connecting rooms were available nearby for us all to change to. Checked in on elderly parents and noticed they had toilet plumbing issues. Good 15 minutes or more and the bags finally made it up but front desk were nowhere. The bag handler decided to lead me down to front desk to have the matter handled more quickly. However, upon arriving at front desk they had no idea of the major issues and curtly apologised under bated breath, passed me the key and that was it.

Went back up to room slightly seething only to realize the plumbing issue was not able to be fixed but we finally had a better guy on it helping us to resolve our issues. Connecting rooms on the other side of the building miraculously popped up after I was told they were full with no connecting rooms earlier. We all moved and were proactively provided with water and noted that there was a USD20 credit for each room to buy snacks from the store for our troubles. Wonderful, except my elderly parents room kept having troubles locking their hotel door that night. Anyways.. decided to leave it and get some rest.

Popped down for breakfast and both keys did not work to get into the executive lounge. Both roomsi had the same issue and had to walk to front desk to ask for new ones. Anyways breakfast done and the key did not work again when we wanted to go in for snacks and it would be another walk to front desk and explain that we had moved rooms and explain that we have lounge access LOL. So accessibility of the sub par executive lounge was really poor and inconvenient.

Upon checking out we decided to use the USD20 credit at the said little store. However upon enquiry there was no credit in our rooms. LOL a really poor stay indeed and I had not stayed in a Westin for more than a decade and now have decided not to ever again. Hardware other than the room keys matter was great. Software and staff issues really need better handling.