I'll explain the unusual review title in a short while.
This is indeed a superb downtown LA hotel and one which I can wholeheartedly recommend.
When I arrived at the hotel, although the one person on duty was taking part in a conversation between another guest and the concierge, she immediately acknowledged my presence and withdrew from the other interaction as quickly as she could. Can't ask for more than that.
Check-in was smooth and very personable. I was staying on loyalty points from the UK's Avios scheme and having heard that some hotels treated similar guests as second-class citizens, I didn't know what to expect. I couldn't have been more delighted, as not only did that not seem to make one jot of difference, I was even offered a better type of bed.
My room was on the 15th floor too, which is a high floor and although it was next to the elevators, you couldn't hear one squeak from those. Excellent! The room and bathroom were both large. My first memory on entering the room was the bed. Has to be highest bed I've ever seen. You almost needed a step to climb up onto it. And it was very comfortable. The temperatures in LA in February fluctuate from mid 20s C to around 5c. The air con/heating coped well with this. The in-room Internet was fast and reliable. There is also a small "business centre" off the foyer, in which you can print off boarding passes free of charge.
The bathroom was well lit with a good supply of quality towels and bath products. There was lots of storage space too beneath and around the sink. I've not been able to give this hotel five stars for two reasons - and here's the first reason. On two of the four mornings, the hot water was only luke warm when I came to shower. Now this surprised me in a hotel of this stature. I can only guess that, on these two occasions, I was showering at the same time as other guests, though I can't recall that being a problem at other hotels. On the other two days though, the water was piping hot and with a good water pressure.
The hotel is just a short one-block walk from the nearest Metro (underground) station. Head out of the main entrance, turn right and walk down the hill, turn left across the road at the first set of lights and a short way down that street on the right is the entrance to the Pershing Square station, down a long escalator. There is no need to walk another block down to Pershing Square itself.
I only ever ate at the cafe that is used for breakfast/lunch - each morning and for one lunch. I actually ordered off the breakfast menu, rather than opting for the buffet. The food was well prepared and tasty and not too expensive for a hotel of this calibre. The steak I had for lunch was also excellent and very good value for money. And now to the other reason for not awarding a fifth star. On two of the mornings, although I was promptly seated for breakfast, it was about 10 minutes before my order was taken. For some reason, on those two mornings, having sat down, I became invisible. The restaurant was never busy and my own observations suggest that the team on those two days weren't as coordinated as the others.
I twice ordered an evening meal from room service. I had only intended to do this the first night of my stay, but as it was so good, I had no qualms about ordering again from the wide-ranging menu. The food arrived well within the promised time, was served piping hot by a very personable employee, and looked and tasted excellent too.
And now to the title of this review. Everyday, the housekeeping team would ensure that you were left with a full set of hotel-provided bath products. I had brought my own tube of toothpaste - one of those trial/travel size tubes. It was running out and I had a spare tube in my case. So I was surprised and delighted to see that, on returning to my room on the last-but-one day, a new travel-sized tube of toothpaste (still in its carton) had been left in the bathroom. Not only that, it was the same brand as I'd brought with me! I'm sure the brand-match was a coincidence, but what a lovely touch!
Check out was quick and - for some reason which I can't explain - the receptionist removed the Internet charges from my bill. I hadn't asked for this, nor expected it. I had mentioned that my return to the UK was being delayed by a day due to the snow back in London, so I was relocating to another hotel in Hollywood, so maybe this was a gesture of goodwill from the hotel to make up for that inconvenience - thought that wasn't their fault. Who knows, but again, another great piece of memorable customer service.
The last time I stayed in LA it was at the Westin Bonaventure. Next time, it will be the Omni.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
5 March 2012
We appreciate you taking the time to write such a thorough review. We are delighted to hear that you enjoyed your overall visit with us in Los Angeles. Your comments will be shared with our staff, and we are addressing the two issues you experienced during your stay. We hope you had safe travels home, and that we will have the privilege of welcoming you back soon in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC