citizenM Los Angeles Downtown

This hotel is advertise very deceptively. I believe it’s white expensive for what it’s giving. When you walk in, it’s not a normal Concierge check-in. I guess they are trying to be ahead of the trend of technology. It’s a little table with a few kiosk where you check yourself in there may or may not be someone there to help you. When I was having some issues, figuring it out the gentleman approached me a little rude and belittling as if I were supposed to know what to do. It’s not giving hospitality. Then you go into the room and it is literally a shotgun room a box as if you are in a dorm room. I would say that this room is for a bachelor. That is just staying for business and leaving right away. Me and my boyfriend had to climb over each other just to go to the bathroom. Because the bed doesn’t have an entrance in an out on both sides. The bathroom is small, no privacy. They gave only ones set of towel again. I guess they were hoping for a bachelor. When I called to see if we could get cups because they didn’t have none in the room as well as extra set of towel towels I was given an attitude and said that I should come down and get them. That they do not have anyone for that. When I expressed my frustration because I had already put on my night wear. He said that he would bring them up . They have iPads of that control the rooms, lights, blinds, TV, etc. and they had a feature that I thought would be cool where it’s supposed to be the sleep feature when everything turns off. At the time things were dim already the TV was on, but the blinds were all the way off. I press the sleep function and everything turns all the way on bright the blinds go up as if it’s daytime when it’s midnight and I am so exhausted and tired from my travel. It was freezing in the room. The bad, very stiff and uncomfortable. If you like a hard bed and like I said you’re a bachelor go ahead waste your money . The heater took hours to turn on. Then my itinerary came with free breakfast, which I paid extra for. My boyfriend had went down first and the bartender that was in charge of the breakfast argued with him saying that he needed to pay for breakfast. When I came down, I said no it’s included with our stay. So he said well let’s check with the front desk. There was a gentleman that was standing there that was fiddling with his suit and he asked him. Can you help me with my suit? The bartender begin to go in the back of him while I’m standing there, ignoring me and what we were coming to the front for to help him with his suit. It was not a quick fix. He walked away to grab scissors. He came back. I’m just standing there in discuss and I said excuse me. I’m still waiting. I’m bout to go get my breakfast. He told me hold on and continued to cut his tags of the managers suit. The manager did not even ask me what was going on what was I waiting for? They were very dismissive. Finally, I found my itinerary and I shoved it in his face and said see. I have free breakfast. That was five minutes later and he said oh ok go ahead, help yourself. I guess he heard me cussing at my boyfriend and so then his tone and demeanor changed once I yelled that I was going to be making a bad review.. he then asked if we wanted anything to drink that he could make and to take as much food as we wanted as they were gonna be shutting down soon. However, that is how they should have greeted us in the first place. As a guest staying, we had our bags and the keys to our room. We should not have been treated like that. It was terrible. I do not recommend this at hotel at all. Yes also the parking around there is terrible that you gotta find and pay for.

Me and my fiancé are currently Titanium members and I was looking at hotels in the area and saw citizenM, and we both thought it had unique character and wanted to try something new- all we were worried about was parking. So I called citizenM via their phone number on the Marriott Bonvoy app, and I was immediately greeted with AI assistant, which immediately puts me off from spending my money anywhere that uses AI to replace customer service. It took eight minutes before the AI assistant would finally put me on the line with a front desk operator. It made it seem like you had no choice but to give the AI chatbot your personal information but I finally was able to get to an operator on the other end. Now that I was on the phone with the operator— I only had 1 question for him, is there parking available and how much is it. I had to ask the same question 3 times to the operator before he finally answered. He told me “there is parking but for you… I don’t know?” I just go “what is that supposed to mean?” And he started to backtrack but it was obvious he was going to charge different prices depending on our worth to the property. So I hustled kindly told him I was a Titanium member and I would book elsewhere. He tried to keep me on the line but I hang up. What a sour first impression of this property. I thought it had its own unique charm in photos, but I’d rather take my business elsewhere than give my money to a property using AI as a replacement for front desk service and allowing AI to ask for personal information, and then on top of that the shady business practice of eluding the price of parking to guests to try and upcharge them. No thank you.

You say citizen, I say dude. I'm just a dude, and this hotel is sick.