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“Five stars? Are you crazy?”

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InterContinental Los Angeles Century City
Ranked #13 of 351 Hotels in Los Angeles
Certificate of Excellence
Dublin, Ireland
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Five stars? Are you crazy?”
Reviewed 10 March 2012

This hotel is a far cry from what it once was as the Park Hyatt and former JW Marriott. The facilities themselves are exceptional, though in need of better maintenance. The location is excellent and most room layouts extraordinary. However under the "reign" (as opposed to "stewardship") of InterContinental all I can say is... Five stars are you crazy?

A five star hotel has a clear sense of identity. This one is suffering from a severe identity crisis. They have run off most of the American clientele, except for conventioneers. There are many guests now from overseas that are vacationing mixed in with business travellers, conventioneers and during my stay, shockingly, gaudy gold buying companies that you would expect at a Radisson or Holiday Inn. So you get everything from tourists shopping and enjoying sight seeing in Los Angeles, to the few (relative to days of old) American business travellers to gaudy gold buyers allowed to hang their oversized and hideous signs just outside the “Spa.”

I want to be clear that I enjoyed meeting the increasing variety of guests there and even giving them pointers on where to “star gaze.” That was not the issue per se. The problem is that a hotel with five star status is either a top notch full service resort (which this hotel is not) or it is a reliable consistent higher end business destination (again, not so--they do not even have a business center, but send guests to Kinko's--seriously?). The best five star hotels can pull off BOTH seamlessly, attending to all the needs of various clientele.

The food also is suffering an identity crisis, now consisting of ridiculously expensive, tiny and fussily arranged dishes, steaks that are like now also tiny and leathery (I’ve had much better at Marriott’s under-rated mid-level hotels). And the Spa, built by the former Park Hyatt has treatment rooms that are unparalleled anywhere else I have been in the States. In addition, their staff for the most part, and treatment therapists are also excellent. However, the hotel, trying to discover another identity (read "identity" as generate even more revenue), has opened the Spa doors to local clientele (I suspect trying to compete with the tony but overdone Equinox down the street). This has clogged the “Fitness Center” day and night and made the Spa largely unavailable to hotel guests, especially the business clientele that are in meetings all day and have limited openings in their schedules. I’ve never been to a Spa where I began to feel they’d rather I just go home than walk in seeking another treatment. Though they claim hotel guests have priority, it became clear very quickly that this was not the case.

The only consistent identity this hotel has now, is one of getting every penny in every way conceivable and some inconceivable--and keeping rooms full, full, full no matter what the cost to their guests and hard working employees (the hotel is also pretty soundly understaffed). One night they sent up a room service disaster. Apologies were in short supply and God forbid they would consider “comping” anyone for anything. I had to go round and round. And the best I could do was ask for the order to be remade, nearly two hours after I had initially ordered my meal.

The best thing about the hotel that remains, however tenuously, is by far the staff. And I’m not talking about the bean counters at the front desk or the GM whose sole purpose in life is to get that fifth star, guests and his extraordinary staff be damned. (For what he has done to this once very special hotel, I’d like him to see stars all right.) I find the reviews of this hotel highly suspicious and out of sync with what is actually going on there. I agree with the reviewer about the bills. I actually handed my last one over to my CPA--I'm not kidding.

Room Tip: Try to avoid "parlor room" which are the "L" shaped rooms mentioned in another r...
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  • Stayed February 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
3 Thank LahFlawOnTheMove
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at InterContinental Los Angeles Century City, responded to this review, 30 March 2012
LahFlawOnTheMove,

Thank you for taking time out of your busy day to leave us a candid review. We’re sorry that you received service that was less-than-satisfactory. It is IHG's goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.

Ben J
IHG Care
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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English first
Livingston, New Jersey
Level Contributor
185 reviews
61 hotel reviews
common_n_hotel_reviews_1bd8 139 helpful votes
Reviewed 4 March 2012

From the moment you arrive at the front door you are greeted by seemingly a team of greeters, one that grabs each door of your car and lets passengers out, while others head for your luggage. They make you feel like a celebrity, holding the doors for your and calling you Mr. ____. There was a bellman who was assigned to us and stayed with us through the very short check in process and up to the room. Explaining all the features of the hotel and giving you a run down of the neighborhood as well. I recognized that all of the bellman and entire entry team are connected with wires to their ears (like secret service agents) obviously organizing everything to make your check in and arrival every time you come downstairs or back after a night on the town seamless. The hotel is beautiful and the lobby area is extremely welcoming. Each night they even had live music in the lobby, and a sushi bar set up. My wife commented that it was by far the best sushi she has ever had.

Our room itself was decent in size with 2 double beds. Our view was incredible with a direct veranda staring at the famous Hollywood sign on the mountain. The beds were very comfortable, but the pillows were not great. I regret not asking for new ones, because I am sure they would have sent them up. The bathroom amenities kit was superior with high end shampoos and lotions. 2 Robes hung in the closet, and there was a sticked mini bar (albeit very expensive). Keurig machine in room with complimentary coffee.

The outdoor heated pool area is very nice, and there was a service phone on the pool deck, that if you lifted it up there was a team of culinary experts waiting to take your order and bring anything you desire (food and drink) to you poolside.

We were only there for two nights so we didn't get to use the spa, but those guests who did were raving.

Overall the staff is the absolute best I have ever experienced, and I truly can not understand how this is not a 5 star hotel. They treat everyone like a celebrity, and made our stay exceptional.

  • Stayed February 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank bocaberger
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
San Francisco, California
Level Contributor
343 reviews
104 hotel reviews
common_n_hotel_reviews_1bd8 179 helpful votes
Reviewed 3 March 2012

in a good location, close to Beverly Hills and Hollywood but in a parklike setting. good restaurant, excellent service by all staff, rooms have balconies. will stay here again. bathrooms could use an update

  • Stayed February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Fredontheroad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melbourne, Australia
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 2 March 2012

Aftr a long flight the reception staff greeted us with warm smiles, welcomed us and took us to a huge I/connecting suite. It was great,practical, spacious. Desk area was great for my husband to do his work and excellent wifi connection.
Staff incredible, clearly customer servic is a priority and especially with those at concierge - so attentive -NOTHING was too much trouble, they even went to the pharmacy for us late one night.
Food delicious and well priced!
Town car driving you around omplimentary a huge bonus

Great stay looking to return December 2012
Thanks

  • Stayed April 2011, travelled with family
    • Value
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Helpful?
Thank bula2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Baltimore, Maryland, United States
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 1 March 2012

This is one of the best hotels I have stayed in for some time.

Rooms - spacious, contemporary, clean
Bathroom - separate tub and shower, stone tiles, stone and large counter
Balcony
Services - Hotel staff is fast and courteous

It has all the amenities that a traveler could need or want.

  • Stayed February 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jon B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about InterContinental Los Angeles Century City

Property: InterContinental Los Angeles Century City
Address: 2151 Avenue of the Stars, Los Angeles, CA 90067-5004 (Formerly Park Hyatt Hotel)
Phone Number:
Region: United States > California > Los Angeles > Westside
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Spa Hotel in Los Angeles
#6 Luxury Hotel in Los Angeles
#13 Family Hotel in Los Angeles
#24 Romantic Hotel in Los Angeles
#59 Business Hotel in Los Angeles
Price range (per night): ₹ 19,911 - ₹ 34,650
Hotel Class:4.5 star — InterContinental Los Angeles Century City 4.5*
Number of rooms: 363
Official Description (provided by the hotel):
The InterContinental Los Angeles Century City is a taste of true Hollywood style. Our convenient Westside address is within walking distance of 20th Century Fox Studios, MGM Tower, Beverly Hills Rodeo Drive and upscale shopping at Westfield Century City. A quick drive will take you to the Getty Center, Los Angeles city centre, UCLA or the beach. ... more   less 
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Also Known As:
Intercontinental Los Angeles Century City Hotel Los Angeles
Los Angeles Intercontinental

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