28/01/2018 Marie P, Clifton, New Jersey
I had a room with a sitting area attached and a balcony on the third floor facing S Sepulveda. First impressions were a musty smell in the room, although it was clean. It appears to have undergone a r... more
I had a room with a sitting area attached and a balcony on the third floor facing S Sepulveda. First impressions were a musty smell in the room, although it was clean. It appears to have undergone a recent update, but there were some signs of disrepair like chips in the walls and the balcony felt like it would collapse if you walked close to the edge. There is also a severe lack of customer service. There is one man in particular (older, white, male) who is SO apathetic to all concerns; from the vending machine being broken when I tried to get a bottle of water, he essentially told me to drink from the tap in my room. I called again (from my personal cell phone because my room phone wasn't working) when my hall filled with noisy teenagers at 11:30pm running in and out of each other's rooms and yelling and laughing, he told me "they should settle down soon". The hot tub also didn't work, but when I saw the same man was at the desk I didn't even bother. It seems like this hotel is hanging on for dear life. Overall the room was functional and comfortable, and clean. But walls are paper thin and as I mentioned, customer service is non-existent. One perk is that it is very close to the Metro Expo line that will take you right into Santa Monica or DT LA. Neighborhood is crummy, but fine during the day, but I wouldn't walk alone at night. less
fred allen b, Front Office Manager at Best Western Royal Palace Inn & Suites, responded to this review
Dear Marie P,
Thank you for taking the time to give us your review in regards to your recent stay. As we pride ourselves on delivering a memorable experience during your stay, we have fallen short of our goal. Please accept our apology for the issues that you had experienced. I have shared your feedback with the appropriate hotel team to ensure that this is corrected moving forward.
We hope you you will give us the opportunity to serve you again in the future.
Fred Allen Buhat