Name: Pendry West Hollywood
Address: 8430 Sunset Boulevard, West Hollywood, CA
Telephone: (888) 323-5826
Rating: 4.5

The hotel presents itself as...

Liked: To begin with the positives, the concierge was helpful and polite. The pool attendants were friendly and professional. Housekeeping staff were consistently pleasant. These team members stood out, but unfortunately the rest of the stay did not meet expectations.
Disliked: The room was average and in need of updating. A coffee machine was provided but no cups, only glasses. The same applied to the tea selection. The minibar was set up with a timed system that automatically charges if the door is left open too long. These details created an impression of carelessness and a lack of guest-centered thinking.There was also something worth mentioning that many luxury hotel guests will notice: the scent. Most high-end hotels have a signature fragrance that sets the tone when you enter. Whether it’s the One Hotel or The FIVE in Dubai, the scent adds to the experience and feels intentional. This hotel had no such atmosphere. When I walked into my room, there was an odd, off-putting smell. It didn’t feel fresh or refined. It certainly didn’t feel like luxury.Front desk service was polite on the surface but generally unengaged. The reception area is located off to the side of the entrance, which contributes to a feeling of disconnect between staff and guests. This lack of warmth and attentiveness was consistent throughout the stay.I was informed shortly before arrival that the hotel would be rebranding. However, the notice was given too close to the check-in date to make any realistic changes to the booking without incurring a significantly higher cost. I had booked several months in advance at a competitive rate. By the time I was made aware of the rebrand, there were no affordable alternatives in the area. Had I been given sufficient notice, I would have stayed elsewhere.On the night of the rebrand, I received emails between 11:30 p.m. and 1:30 a.m. about incorrect minibar charges. I had not used any of the items. The emails disrupted my sleep and caused concern. When I called reception, there was no helpful response. The next morning, I raised the issue again and was met with the same indifference and no resolution.The following day, I returned to my room after housekeeping and noticed that minibar items had been removed.

Excellent location, staff and facilities

Liked: Excellent service, with friendly staff. A key standout was Doug, who is a great credit to your companyGreat location and very high quality rooms Super pool/terrace
Disliked: The best hotel we have stayed in during our California trip