Our two-night stay at the Hollywood Hills Hotel would have been 5 stars worthy, however, when we arrived we were given a different room than we booked- without a view. This was noticed immediately upon walking into the room. The reason we booked this hotel was almost entirely because of that view, one that is highly advertised in their Airbnb listing: “Private balcony- Hollywood view”.
We called the only on-site employee, who was Joshua, and explained this was different than the view we paid for. He was polite, however he gave us the runaround and told us he “upgraded us” due to the room we were actually supposed to be in not being available, because another guest extended their stay. Rather than upholding our reservation and moving those guests, we were placed in a “suite” three floors lower with the view blocked by another building. We were able to get in contact with the host and have our room changed for the second night of our stay, however, we were not compensated for our first night, in a room we did not reserve.
The host, Geraldine, was apologetic however she wasn’t willing to offer compensation for our inconvenience, just free on-site parking and later checkout. We were moved to the correct room for the next night, of course one that we wished we could have had longer. It was much nicer and the view was great. So we were charged both nights for the better room, even though we stayed in a subpar room for a first night.
I suggest that the hotel quits pulling the bait and switch and provide the correct room you’re advertising to guests.