Kyoto Grand Hotel and Gardens, Los Angeles

Walked into this beautiful hotel and got in line for about 15 minutes. Once approached the front counter, Maria had an attitude and she did not even greet me. Her first statements were somewhere in the lines of "you have a reservation right?" We went through the reservation and she asked me to come back in 30 minutes so I found a seat near the front desk and for 30 minutes I watched over 20 parties of guests checking in and not one of them were asked to wait. After 30 minutes passed, she was left the front desk and was replaced with another receptionist. I was suppose to be able to go straight to her and not get in line but she was nowhere to be found and she didnt even notify me before she left. So I got in line again and waited another 10-15 minutes and I finally see her walking in and out of the backroom while I was standing in line so I left the line and chased her. When I finally got her attention, she didnt even remember or recognize me. I had to explain what she asked me to do. I was really angry at this point so I asked her why I had to wait and she showed no sympathy and just kept repeating, "you're room wasnt ready." I kept asking her, why didnt you assign a different room? Why did take me almost 1hour to get my keys? I even asked her if the fact that I am an employee of the State of California and receiving a discount on the room rate was a reason. Either way, for the first time in my life, I was treated like a 2nd rate/class consumer. She did not greet me, she wasnt comforting with the wait, she didnt even apologize or try to make my experience better after my complaint. This is by far the worst customer service treatment I have received in my entire life. I get better service buying food from a street vendor. I even invited 2 other couples to stay in the hotel that evening so we can carpool to our New Years Eve festivities. I shouldnt have done that. Overall, the hotel is nice and the location is in the heart of downtown Los Angeles in Little Tokyo and is accessible from plenty of tourist attractions. However, the fact that I received such horrible customer service treatment, I doubt I will ever stay at this hotel nor recommend it to anyone I know. In fact, I am in such disappointment and feel offended that I WANT to share my bad experience to my friends and family. Update: 3 days after writing a complain letter to the GM, OM, and Crestline's Human Resources Department, I received an apology letter from GM Richard Gaines and he apologized for my bad experience. However, most of his letter was explaining that they had 16 rooms with water issues and a stressed staff and more. The letter was mainly excuses but Im not concerned about room with no hot water or his staff. Those were not my problems. Im concerned about thow I was treated. Mr Gaines apology letter was the bare minimum. I dont think he went above and beyond the normal procedure nor go the extra mile for my business. In conclusion, KYOTO GRAND HOTEL: Nice lobby, mediocre rooms, and horrible customer service from receptionist MARIA.

On top of your room charge this place charges 24 bucks for self park and 30 bucks for valet. Not to mention -- no free internet. You have to pay 10 bucks a day for internet. Lousy way to do business. I'd never stay here again after paying these fees. What a rip off. And the rooms aren't that nice. Mine had peeling wallpaper and dirty carpets. Nothing worthy of a three star hotel. Don't waste your time or money.

The lobby atmosphere is very nice. Clean, floral smell nicely air conditioned. The staff was not as professional and accomodating as you would expect from a hotel that suggests Japanese roots. The room was fine. The bathroom well laid out with a phone, and a very nice adjustable portable shower head. Everything else was average, however, the matteress was horrible. The gardens were pleasant but be aware this is downtown. The noise level may be an issue and wedding parties should be aware that it could be a distraction.

Well the valet guy looked very busy. It seems there was a wedding being held...Front Desk clerk was also to busy talking on the phone(personal call I think). I guess the only good thing was the Garden; because the room smelled like smoke. And it was a non-smoking room. But if you have jury duty, I suppose you should stay.Only because it's close to the court. And yes beware!! you will not walk alone. Homeless guys all over the place acting like your shadow... Anyhow the lobby bar tender is great, along with the concierge lady named Key or Kee; only reason why I gave this hotel three bars for service if not forget it!!

I travel every week and try to find new, unique hotels. Formerly the Otani Grand Hotel and Gardens, this hotel changed ownership in December. Although going through some glitches in finding the place online, once I arrived and found my room to be beautifully appointed in a Japanese deco style, I was pleased with the results. I would arrive at the hotel every night at approx. 7:30, get settled in and order room service. The Half Chicken with a delicious mushroom sauce was outstanding. Also, the Asian Salad was delightful. I liked the food so much that, when I talked with others about my trip, I mentioned that I hadn't eaten anywhere else for dinner my entire trip!

Like: 1. Hotel location - easy access from highway and nice Japanese resteraunts are out of the door 2. Hotel room - we got an free upgrade which puts us onto floor 21 with a paranomic view of the city. In all the rooms are comfortable. Dislike: 1. Slow services at the front desk - it took me three times coming down to the lobby to get the key working for the right room. 2. Indifference of the staff - they appear to be sluggish and unattentative 3. Valet parking - they lost the keys! They left the key bag with one of the guests who drove off the airport. They had to go and fetech the passenser. We eventually got our keys back after waiting 3 hours in the hotel. fortunately, we were not in a hurry to catch a flight. 4. Room cleaning - walk into the room first time and see lots of rusty stains in the bathtub.

Pro: Japanese breakfast on rooftop garden is great. Only about $25. Also, other good restauraunts and shiatsu center. Good location to downtown. Con: Rooms are old. Decor is 20 years out of style. Non-smoking rooms smell like smoke. Overall: Average

It was my first time going to los angeles with my family and i was looking for a nice and clean hotel to stay and in a good location area that was accessible.My travel agent surgested the new otani hotel and i booked it straight away.Curiousity got the better of me so i looked it up on the internet i was horrified about the reviews. Anyway i was very surprised when i got there. The hotel was very clean and charming their was one desk receptionist who was very nice and help us alot even put in a fridge and a microwave in our room when we asked. The bathroom was new like it had just been installed and housekeeping change our sheets every day. Only thing the carpet was a little stained,but that didn't bother me face it we not eating off the carpet. The outside of the hotel on the street is clean but its when you cross to walk to the next block then the reality hits you My God!! homeless people,mental ill people are around every corner.Hollywood is a fake and its a horrible place.We went to beverley hills and rodeo drive where they made Pretty woman, the shops were empty with no shoppers. overal the hotel was good. Easy transport on the metro and buses.

Extremely clean, everything new, great views, best service, great location, great value, rooftop Japanese garden with waterfalls, 10 restaurants and a Starbucks at the first floor. We love it!

I stayed here recently when I came to the Star Wars convention and it exceeded my expectations. The staff was helpful, efficient, and polite. They did everything to make us feel at home even though many of their usual guests were Japanese tourists. The room was clean and comfortable. It had a very nice lobby and best of all, a Starbucks on the premises. The restaurants are a little pricey but there are places to eat nearby in Little Tokyo and there's a good pizza place about a block away. If I need to stay in downtown L.A. again, I'd pick The New Otani.