2/10 Terrible
Christina, West Hills
12 Feb 2024
Disliked: Cleanliness, staff & service, property conditions & facilities
The worst experience! I booked a night at this hotel for an early Valentine celebration with my husband. I booked over a month in advance. After booking a suite and making a dinner reservation. I attempted to book massages for myself and my husband at the spa. I left messages twice in a week before finally calling a third time and having the front desk put them on the line. They only had 1 spot left at that point and the women from the spa was not friendly at all and claimed they never received my voicemails. I booked the spot for my husband so he could enjoy the massage and figured I wanted to spoil him for Valentines so I didn’t need to have massage also. Upon arriving at the hotel to check in we were told our suite was not ready yet so we went to the bar to have a drink and wait for the room. After an hour wait went back to the front desk and were told the room had damages from the previous guest that they were trying to repair and offered to downgrade us until they could get our suite ready, they weren’t sure how long. I had booked what was suppose to be a Valentines relaxing staycation and from the very beginning it was anything but relaxing and a getaway. We only had one night and bouncing room to room barely time to relax before the rude spa service just felt off at this point. The front desk agreed cancel our reservation for us and said they would notify the spa to cancel. The spa charged us FULL PRICE! For the massage we never got and the room we never receive