The Hollywood Roosevelt in Hollywood, CA

I frequently visit LA, and I was excited to stay at The Hollywood Roosevelt for the first time, a hotel that has a proud history in LA. But I was genuinely shocked how little the hotel does to preserve and build upon its historical standing: not from a customer service standpoint, and definitely not from a facilities standpoint. Tired and grimy-looking carpeting in hallways, stained blinds in my room, a chipped tub, grubby floor tiles in the bathroom that urgently need either professional retouching or replacing, excessively scratched up flooring in the room... The Queen room I stayed in (just these past few days) clearly hasn't seen updates in forever. Also, one of the elevators was down during our three-night stay. We were forced to use the service elevator for speedier movement, which wasn't a pleasant experience or sight. And the hotel never properly apologized about this, or offered as much as a free beverage upon arrival as a "we are sorry" courtesy (that most hotels this caliber would have done to acknowledge the huge inconvenience). When I pointed this out to the front desk, she laughed it off and said something along the lines of, "Well why should we? You still have two working elevators." (Clearly, the downgraded experience of the service elevator isn't embarrassing to them). Perhaps this is an acceptable way of speaking to customers in today's world, where we are expected to pay large sums without the guarantee of good, courteous service. But it didn't sit right with me. Plus, to future Roosevelt guests, I want to point out the huge safety problem the service elevator poses. In regular elevators, you need to use your keycard to access upper floors with rooms. But the service elevator didn't have such a scanner. It's right by the hotel entrance and not once, anyone checked whether we were hotel guests when using it. In other words, anyone can pretend to be a guest, walk into that elevator, and access almost any floor that they please. Another big issue we had was during check out. We had prepaid for breakfast throughout our stay (which cost an additional $50 per night in the deal that we bought). But because we were leaving the hotel 30 minutes before the start of breakfast on our last day, we lost our final day's pre-paid food. The hotel could neither refund that sum (given it was a part of a package), nor offer us a courtesy doggie bag that most hotels all around the world do offer, something I know as a frequent traveler... You know, a little yogurt cup, a banana, a small pastry, a juice box... I actually didn't even ask for a refund, but just requested something along these lines. (I even said a banana would do). But instead of a polite "let me see what I can do for your guys," I dealt with the rudest front desk person who treated me like I was asking her for a huge favor, not something that I paid for many times over. She cut me off several times during my reasonable request and said "all the food is locked up, we have no access," as if they couldn't reach the kitchen as a courtesy and give us something small for the road. In the future, they should consider doing this. It's truly unacceptable that I lost out on that breakfast and I didn't ask for much other than fruit and pastry. And also, when dealing with reasonable requests like this, they should remember they are service providers and have to show at least a little willingness to provide, you know, service. Lastly, the biggest reason to stay at this hotel is obviously the pool with the iconic David Hockney artwork on its flooring. Well, the artwork has nearly disappeared from large portions of the pool, and Roosevelt should really, really make an effort to restore it as soon as possible, before it's too late. But they need a whole mindset makeover first in order to do it, believing that they should actually invest into updated facilities and good service in order to live up to their historic legacy.

My husband and I booked a cabana balcony room to celebrate our honeymoon (which we told the staff via the portal which specifically requests to know if celebrating a special occasion). When we arrived to check in, we were told that the card used for booking was a card ending in numbers that did not match the actual card we used for the booking (per the confirmation email and the bank statements). They stated they would refund that amount and charge the stay and deposit on the card presented at check in (which was the SAME card used to book) and checked us in. We got to the room and it was shockingly unclean (water marks on all surfaces from drinks, dusty, poorly and cheaply appointed - the lighting along the inside edge looked worse than a dorm room). The toilet was the style you’d find in a stadium where you have to stomp the lever to flush, which is weird as hell in a hotel room. I had to put my shoe on to flush in the middle of the night. The staff prepared NOTHING to recognize or celebrate our special event, not even acknowledgement upon check in. The bed was uncomfortable and the room was tacky and dirty. The room service and valet folks are the only bright spot, their hospitality was the only hospitality we experienced during our stay. After our stay we noted that they never reversed the first set of charges and instead charged us twice for the single night horrible stay. We are now a month out and they refuse to resolve the issue internally, stating they never charged that amount and continuing to state we used a card that neither my husband nor I have ever owned (despite the charges showing clear as day on the CC statement). We are now having to a month later submit a chargeback. The staff have been unhelpful, and completely unmotivated to resolve the issue. We will never stay at the Hollywood Roosevelt or any other Roosevelt property after this horrendous experience. Thanks for making our honeymoon stay awful!

I love this hotel SO much. The location is perfect, the rooms are spacious and comfortable, but the staff, most of all, are kind and wonderful. My favorite staff member to meet this week was Luz Reyes, in Housekeeping, who took such good care of me, and my room during my long extended stay. The room was immaculate, and she was exceptionally attentive and kind. Would highly recommend this hotel to anyone wanting an extra special

Excellent location for a visit to Hollywood. Friendly staff; our first room was unsatisfactory and the desk staff immediately assigned us a much better room. (One note that a window blind was not working properly.).

My best friend and I meet up each month. This month we happen to take a Hollywood star tour, afterwards we were hungry for some lunch. I remember having walked into the Roosevelt on a prior trip to Hollywood and it being a glamorous hotel on Hollywood Boulevard. I suggested to her we look there for a decent place to eat. We were welcomed upon entering and recommended the Tropicana café poolside for a nice lunch. We found the staff to be very accommodating although we were not guests of the hotel. The staff offered us a daybed to sit poolside to take in some adult beverages and lunch. It was amazing! We felt like we were on vacation. If looking for a decent hotel in the area with rich history, look no further.