ComplaintsforThe Biltmore Los Angeles
Hotels
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This company seriously stole $100 deposit from me. They have not returned it to my card, and it's been 1 month. They are thieves, and right people! Never would I book with this old hotel ever again in life!! Their customer service makes it your fault that you don't get your deposit back! ******* & ***** have not help me hey my deposit back and it's been 1 month!!!!!Business response
07/11/2022
Business Response /* (1000, 8, 2022/06/27) */ Contact Name and Title: ************** Contact Phone: ************ Contact Email: *********************************** As of 6/27/2022, the consumer has received her $100.00 deposit back. Recorded written records will be sent separately as support for our response to the consumer inquiring about not receiving their deposit back. Guest checked in with a reloadable **** APP card which does not work like a credit card for authorizations. Typically release of authorizations can take anywhere from 24hours to 30 business days depending on the banking institution or card type. We initiated a reversal of the $100.00 authorization on 5/24/2022 to try and expedite the release(support will be sent separately due to privacy and security concerns). Therefor the guest was asked to reach out to **** App on 6/3/2022, after not yet receiving their deposit back. We offered our help and informed the guest that we would be willing to provide **** App with anything that can help expedite her release. Hotel did not here back from the guest about **** Apps correspondence, until this BBB review was sent. Guest was contacted by our property to follow up and she did confirm that she never reached out to **** APP however she did receive the $100.00 back from the Hotel, although she never contacted **** App.Initial Complaint
03/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Checked in to the studio sweet on 2/20/2022. Paid fir parking and deposit. Two days later, I decided to stay longer. Rebooked the suite, but when I went to check in,******** the Front Desk manager was extremely rude. She told me my debit card wouldn't work because it had no chip. Was charged an upgrade fee for a room I had already paid fir. By the next day, my wife had bumps all over her legs and arms. We reported it to the staff. They performed an " inspection" and notified me that there were no bedbugs. They were wrong. My wife was eaten up. Then my autistic son started getting bumps. We were then accused of smoking in the suite which we did not do. People were going to the fire escape near our suite to smoke cigs and weed. Front desk staff and security were unprofessional and rude. One employee said "We don't want your dirty money" Tried calling corporate but they recently moved operations from London to Singapore and nobody had contact info. I spent over $**** on the stay and was treated like a thug.Business response
04/13/2022
Business Response /* (1000, 6, 2022/03/28) */ ********************************************************************************************************************* Dear Consumer, The allegations of these complaints are a serious matter and we have opened a full investigation on the validity of these claims. Continued response will be subjected to findings and validity. Thank you, Millennium Biltmore ManagementInitial Complaint
02/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My name is *** ***. I had booked a room for $576 from December 30th to January 1st, but I had to cancel it due to the epidemic. My order number is XXXXXXXXXXXXXXXXXXX, my password ** XXXXXX, and my cancellation number is XXXXXXXXX. When I cancelled the order at the front desk, the staff told me that I would receive my refund, but I have not received it until now. I have contacted the staff of Booking.com, but they told me that they do not have the function to cancel the order. So I directly contacted you to refund the money to my bank card: XXXX XXXX XXXX XXXX since you received it. However, you never responded to my email. I do appreciate your assistance and look forward to your replyBusiness response
03/21/2022
Business Response /* (1000, 5, 2022/03/07) */ Contact Name and Title: ******* ****** Contact Phone: XXX-XXX-XXXX Contact Email: **************@millenniumhotels.com Thank you for selecting Millennium Biltmore Hotel for your lodging needs. Please contact the third party you booked with and have them reach out to the Hotel in regards to your cancellation with no penalty. You paid direct to the third party therefor the third party/Booking would be the party providing the refund. As long as the Hotel allows the refund then the third party will process your refund. Hope this helps and our sincere apologies on any miscommunication within the cancellation process.Initial Complaint
02/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We bought a hotel room for an "executive king" room on 12/7/2021- the room was booked for 2/3-2/5. We were guaranteed a king sized bed. We need this for health reasons and the fact that we are both very tall people. The bed is barely even the size of a queen bed- it's actually smaller. The hotel staff was disrespectful and told us we didn't know what we were talking about so we measured the bed to provide accurate numbers to back our complaint. They hung up on us mid conversation.Business response
03/17/2022
Business Response /* (1000, 5, 2022/02/23) */ ********************************************************************************************************************* Upon reviewing the specific room registered and stayed in by the said guest, we measured the mattress in the room to be *************, confirming the bed is in-fact a King size. Therefore the room is listed as an Executive King just as confirmed by the measurements. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We measured it while we were at the hotel in the room, and those were not the accurate measurements so they are blatantly lying now. They've had multiple other complaints of this exact nature and continue to lie to their customers. The measurements that we took were 68x80 Business Response /* (4000, 9, 2022/03/07) */ Bed measurements were recorded directly from the mattress tag. Again, measurements provided by mattress supplier, Size 72x84. Guest checked into an Executive King bed room and received a King bed as booked. Consumer Response /* (4200, 11, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) How many other customers have complained about this exact issue? I see it all over the reviews. The business is blatantly lying and I will be filing for a refund with my bank if they refuse. This company is atrocious and treats their customers with zero respect. They still refused to comment on their employee that was extremely disrespectful and was calling us idiots on the phone when we called the front desk.Initial Complaint
12/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
November 27,2021 My partner ***** ***** had booked my hotel and we never received a refund due to the fact that the security guard kept knocking on our door and saying there was noise coming from my room. Unfortunately there was no noise besides the *** and we were discriminated because we were a gay couple along with my gay friend couple. He specifically stated that we could leave if we felt uncomfortable and get our refund. However when we went to the front to get our refund they stated it will be returned within a week. Its been a month and still no refunds. We were discriminated and lied to and we only stayed in the hotel for an hour for us to be escorted out. This business commits fraudulent activity by discrimination and never refunding my money . They need to resolve this matter because this is extremely degrading.Business response
02/01/2022
Consumer Response /* (-5, 8, 2022/01/20) */ ***Document Attached*** Receipt and confirmation numberInitial Complaint
12/14/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had stayed in the millennium biltmore hotel from 11/26/21 to 11/29/21 and had been charged twice for parking. I have called the hotel only to be forwarded to "***** in finance" and have left multiple messages with no response from them. I am simply looking for a refund for one of the parking charges of $150.00
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
20 total complaints in the last 3 years.
7 complaints closed in the last 12 months.