Home2 Suites by Hilton Los Angeles Montebello

Wendy Lino

Stayed at this hotel Friday night. Arrived early and was allowed to check in. We had booked a room with the lake view. When we entered the room, we realized we were not given a lake view, but thought it was due to the early check in and let it go since the view was not a big deal. Over an hour later, we finally found out that we were checked in to the wrong room, because there was another party staying there with the same last name. Wr had to vacate the room when the other party arrived. The CSR Christian was apologetic, waived the deposit and offered complimentary snacks from their snack store. He was a professional young man. The room we booked was not ready and now the hotel was fully booked so we were unable to downgrade to a different room. At 3pm, which is check in time, we were informed that our room was still not available, and to allow 15 more minutes. 15 minutes later, we were once again informed that the room was not available. They were going to get in touch with the housekeeping supervisor and call me back as soon as possible. At 4pm, I had yet to hear from the hotel. Went to the front desk. By this point there had been staffing changes. CSR Ashly assisted me. She was not friendly from the start of our interaction. She informed me that the room was not ready. At this point it was upsetting. I brought to her attention that it was an hour over their check in time. We had an event that we had to get ready for and leave by 5pm. She was not empathetic. She had a very condescending attitude. I asked for the manager and she informed me that she was the on site supervisor. Which was shocking to hear. She very rudely informed me that she was going to give the housekeeping supervisor 5 more minutes to go and check the room. 5 minutes later the room was ready. Ashly never apologized for the wait. When I thanked her after being checked in, she didn't say you're welcome. I am a Hilton Member whom has stayed at several Hilton hotels. I have never encountered such rude customer service from staff before, especially not from someone in a leadership role. The room was nice and big. Very comfortable. The bathroom light did not work and the toilet paper holder was broken. Other than that, we enjoyed our stay. But due to the terrible customer service, we will not book at this Hotel again.

Iyesha Riley

I stayed in room 713 and my room was up to standard. There was stains, but that's normal with any hotel room over time. There wasn't a smell that some reviewers had the unfortunate experience of having. So, I hope that's fixed up for everyone else that stayed there. I used the gym while I was there and it was nice. I liked being the only one in there. I'd also say location wise, it was good for where I needed to go. I attended a wedding in Whittier and it only took me 20 minutes to get there, but it felt like 10 minutes. So, that was nice. I'd also like to shout out the hotel staff that was working the weekend of September 2 - September 4, everyone was accommodating and they all genuinely seemed to enjoy there job and helping guess. So, that was nice to see. Overall, I had a great experience. From check-in to the hot breakfast and to checkout, I enjoyed my stay!

Robert Lopez

My sister has terminal cancer. She wanted to stay here for the view of the golf course for one week. We had plumbing issues for over 20 hours and had to sleep with our door open because of the smell. Rooms were booked and managers were off. No one has called me. I even called and emailed their corporate office and nothing for 3 days now. Terrible experience.

Jose Vidales

Clean rooms great service and amazing breakfast.