Zoe Q.
Yelp
The note I wrote to management after my stay, which I never got a response to:
I booked a stay for 13 nights, for work (but it was paid for by personal funds). On my second night, a Sunday, I was trying to get a good night's sleep because my first day of work was bright and early the next morning.
A major problem with the AC unit popped up. A terribly loud GRINDING noise would shake the ceiling briefly every 18 minutes. Even when the AC was turned off. When I reported this to the front desk at 2AM, having not slept at all, the front desk woman informed me that I could move, but not to the same kind of room. I didn't want to stay in a smaller room for the next 11 nights, so I said I'd try to sleep.
Unable to do so, I called again at 3:45 and this time was connected to a manager, who sent two engineers up. They confirmed it was a problem with the AC unit, and having heard the noise, confirmed yes, it would be impossible to sleep through.
This time the manager said there WAS a room just like mine above. Wow, that's interesting. I asked if I could go sleep there right away and move my shit in the morning. He said no, I would have to move right then, in the middle of the night. Fine. I had already fully unpacked for my two-week stay but I moved all my stuff into a new room, in my pajamas, at 5AM and managed to get three hours of sleep before my first day of work. No apologies were offered at any time for any of this.
A few days later, I asked the same manager if he would please comp me the night that I was unable to use my room, and he refused. At first he said it wasn't the hotel's fault, it was outside noise, until I reminded him that his OWN ENGINEERS confirmed it was a problem with the HVAC. Then he grudgingly said, "I can offer $90." (Not the price of a night.) I said I paid for a room so I could sleep in it, and that the hotel room had made that impossible. He said, "But we accommodated you." As if giving me a different room at 4:30AM made up for the fact that I was unable to SLEEP, the reason I had PURCHASED an evening's stay in the first place. Again, no apology. He eventually offered an additional $30 and I accepted and left.
The room I was moved to required repairs, which were made after I requested them. But on my last morning, when I had a very important zoom pitch scheduled, deafeningly loud drilling was going on in the room directly next door or upstairs that made it impossible to even hear anything. There was NO ADVANCE NOTICE that this was going to happen, or I would have made other arrangements for my meeting. But at least the front desk apologized and comped me the utility fee ($30) for this issue.
The upshot: I have a lot of future stays planned in Los Angeles, and I wish I could say I was going to return, because I loved the view and the location is great. Your bartenders are notably skilled and very likable. But I can't imagine returning to a hotel where the MANAGEMENT treated me with such a nickel-and-dime attitude, and not a single apology for that insane sleepless night. (I will say that the front desk employees were much more agreeable.)
I hope that manager feels it was worth it to save the additional $50 on a $3200+ stay, with many more that would have been planned for the future. I won't be making the mistake of staying at The Line again, and it won't be a place I recommend to others, either.