Five topics, your answers needed
Everything Aiden needs from you, gathered into one document so nothing gets lost in email threads. 40 answers total. Most are one click.
How this works. Click the buttons, type notes where you have them. Your answers save on this computer automatically, so you can close this and come back as many times as you like. You do not have to finish in one sitting. When you are done, one green button at the very bottom saves a small file that you email to Aiden.
The goal is to have all of this wrapped up before August 20.
Part 1 of 5
The phone system: four decisions
From your conversation with Aiden on August 3rd. First, three rules are locked in exactly as you asked. No question, just confirming you were heard:
Locked from your call
1. When Holly transfers a call, she hangs up her own line and it frees up for the next caller. She never stays on to listen.
2. Guest room calls are never recorded or analyzed. Once she transfers, she is out of the call completely, so there is nothing left to record.
3. A caller who wants a guest room must say the guest's name. Holly checks it against the hotel system. She never tells a caller who is staying in any room, and a wrong name gets no transfer.
Four things were left open. Your call on each:
Part 2 of 5
Your reply playbook: four moves we never got your notes on
When you reviewed the playbook in July, our document only gave you comment boxes on some of the seven moves. That was our mistake. Here are the four you never got to mark up, exactly as they read today. For each: keep it, or change something?
Move 1: Setting the record straight
When it applies: a 1-star or 2-star review that claims something untrue or misleading. The photos "don't match," the hotel is a "scam," a fee was a surprise, the walk to Hollywood Blvd is "not as described."
What you do: thank the guest and acknowledge their experience first, even when their claim is false. Then correct the record politely, using your signature phrase: "we would like to clarify a few important points for transparency." You correct one fact at a time, with a concrete detail behind it (the actual parking fee, the mattress brand, the real walking distance). If the review mixes a real problem with a false claim, you apologize for the real part and correct only the false part. You close warmly, often inviting the guest to contact the hotel directly.
What you never do: call the guest a liar, dispute their feelings, or skip the thank-you opening, even on a clearly bad-faith review. You dispute the fact, never the person.
Your best examples: your replies to Lauren Geese (1★), Sheena Norfield (1★), and 21stcenturymermaid (1★), all from the last couple of months.
Move 2: A real complaint
When it applies: most 1-star and 2-star reviews. Noise, AC problems, housekeeping issues, a disappointing stay.
What you do: name the guest's specific complaint back to them, apologize sincerely and specifically, and where the hotel already has a real answer, you name it: the quieter courtyard-facing rooms, how the HVAC actually works, the do-not-disturb policy. If the guest praised a staff member inside an otherwise negative review, you acknowledge that praise in the same reply. If a staff member is criticized unfairly, you gently defend their overall reputation without arguing about the guest's specific experience.
What you never do: write a generic apology that could be pasted under any complaint, or invent a fix. And when a review gives no details at all (just a low rating, or one vague line), you do not manufacture an apology for a mystery problem; you say plainly that the review does not tell you what went wrong and invite the guest to share more. You have several real replies exactly like that, and the assistant treats it as a valid pattern, not a shortcut.
Your best examples: Austin Chukwu (2★), Patrick Darrow (2★), Esteban Cavazos (2★).
Move 4: Mixed reviews (3 stars)
When it applies: any 3-star review, and reviews with no star rating.
What you do: thank the guest, celebrate the specific things they liked first (the pool, the courtyard, a staff member), address the negatives briefly and concretely, and end on a positive note. If the negative is a safety concern, you give the full security answer. If they got a fact wrong (say, the parking rate), you correct it gently with the exact number, while staying in the positive frame.
What you never do: lead with the negative, or get defensive and list-like. Proportion matters: a 3-star reply is shorter than a complaint reply, longer than a quick thank-you.
Your best examples: Basil DiFrancesco (3★), Danielle Griffiths (3★), James Carey (3★).
Move 6: Detailed positive reviews
When it applies: 4-star and 5-star reviews with real text, and no staff shout-out.
What you do: mirror their specific highlights back with equal warmth (the courtyard they loved, the quiet room, a birthday stay), thank them genuinely, invite them back. When a glowing review contains one real complaint (a loose shower knob) or a wrong number (a misquoted parking fee), you address it briefly and correct the number exactly, without letting it take over the celebratory tone.
What you never do: pitch amenities or attractions the guest never mentioned. You match their energy; you do not upsell inside a thank-you.
Your best examples: Chad Green (4★), Iona Maclean (5★), Laila Z (5★, in French).
Part 3 of 5
Round two: 29 review replies to grade
In July you graded 30 replies and passed 21 without edits. We took your nine NOs and taught the assistant your rules: the "cannot discuss specific details in this public forum" line is banned, negatives now pitch the hotel to the next reader, fixed problems get real closure, and your facts went in (the vending machines take cards, the pool and the kids menu at the Bistro).
Here is the rewritten set. Same question as last time: would you post it exactly as written? One reply from the original 30 is not here: a guest demanding a refund. The assistant now refuses to answer that one publicly on its own, which is the behavior we want, so there is nothing for you to grade there.
Be as picky as you really are. Your standard is the bar it gets measured against, and a few words on any NO are the most valuable thing in this document.
Reply from Jorge Elí Lozada González · 5 stars
The guest wrote:
Hotel highlightsQuiet
The assistant's reply, in your voice:
Dear Jorge,
Thank you for your 5-star rating and for choosing to stay at Hollywood Hotel.
We’re delighted to know you found your stay quiet and comfortable. It means a great deal to our entire team to receive such positive feedback.
We hope you enjoyed our central Hollywood location, with the Metro station directly across the street and easy access to Universal Studios Hollywood, the Hollywood Walk of Fame, Griffith Park, and more.
We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Sheena Norfield · 1 star
The guest wrote:
Shew where do I start! I honestly feel like that I was on the show CatFish! I helped do research on hotels in the LA for my company so we could attend a conference. We had budget we had to stick too and this was the only place that fit the budget. Knowing what I know now I would've stayed home. The pictures that are the website are beautiful, honey that ain't what we got. Its like we swiped right on Tender to this beautiful person that fulfilled all our dreams and when we showed up to our date we see they stole someone else's picture and actually they don't have one tooth in their head, dirty fingernails, and hadn't brushed their
The assistant's reply, in your voice:
Dear Sheena,
Thank you for taking the time to share your experience at Hollywood Hotel. I’m truly sorry to hear that your stay did not meet your expectations, especially given the care you took in choosing a place that fit your company’s budget for the conference. I completely understand how frustrating it can be when the reality doesn’t match the promise, and I sincerely regret that your visit fell short of what you were hoping for.
We would like to clarify a few important points for transparency. The photos on our website are intended to represent the character and amenities of Hollywood Hotel, including our courtyard, guest rooms, and pool area. We take pride in maintaining a clean, welcoming environment for all guests, and we’re committed to ensuring that every visitor feels comfortable and safe during their stay. If there were specific aspects of your room or the property that didn’t reflect the standards we strive for, we’d like to understand more so we can address them directly.
We also want to assure you that our team is always available to assist guests with any concerns during their stay. Whether it’s about room conditions, noise, or anything else, we’re here to help make your experience as smooth and enjoyable as possible. If you’d like to share more details about what went wrong, please don’t hesitate to contact our front desk directly. We value your feedback and are committed to improving for future guests.
Thank you again for choosing Hollywood Hotel, and we hope you’ll consider giving us another opportunity to provide the experience you deserve.
Warm regards and best wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Adolfo Collazo · 4 stars
The guest wrote:
It was an okay stay. Location is impecable.
The assistant's reply, in your voice:
Dear Adolfo,
Thank you for your 4-star rating and for choosing to stay at Hollywood Hotel.
We're delighted to know you had an enjoyable stay. Although you didn't leave any additional comments, we truly appreciate your positive rating and your support.
We hope you had an opportunity to enjoy our central Hollywood location, with convenient access to Universal Studios Hollywood, the Hollywood Walk of Fame, Griffith Park, Griffith Observatory, Los Feliz Village, and the Metro station directly across the street, making it easy to explore Los Angeles without a car.
Thank you again for staying with us. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Esteban Cavazos · 2 stars
The guest wrote:
Air conditioner not working properly.
Hotel highlightsGreat view
The assistant's reply, in your voice:
Dear Esteban,
Thank you for taking the time to share your feedback. I’m sorry to hear that your air conditioner was not functioning properly during your stay. We understand how important it is to have a comfortable room, and I sincerely apologize that we did not meet your expectations in this regard.
Our maintenance team is committed to addressing any issues promptly, and we appreciate you bringing this to our attention. If you are able to reach us, we would welcome the opportunity to look into this further and ensure your comfort on any future visit.
Thank you again for choosing Hollywood Hotel. We value your stay and hope to have the opportunity to welcome you back.
Warm regards and best wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Olivia Acker · 4 stars
The guest wrote:
The assistant's reply, in your voice:
Dear Olivia,
Thank you for your 4-star rating and for choosing to stay at Hollywood Hotel. We are delighted to know you had a positive experience and truly appreciate your support. It means a great deal to our entire team to receive your kind feedback. We hope you enjoyed our central Hollywood location and convenient access to the Metro station across the street. We look forward to welcoming you back on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Sarah W. · 3 stars
The guest wrote:
(Translated by Google) It's okay for a short stay. Since I don't really like L.A., I won't be visiting again.
(Original)
Ist ganz okay für ein kurzen Aufenthalt. Da mir L.A. nicht so zusagt werde ich es nicht wieder besuchen.
The assistant's reply, in your voice:
Dear Sarah,
Thank you for taking the time to share your feedback and for choosing to stay at Hollywood Hotel.
We’re glad to hear your short stay was acceptable, and we appreciate your honest rating. We understand that Los Angeles is a vibrant, fast-paced city, and not everyone feels it’s the right fit for their travel style — that’s completely okay.
We hope you enjoyed the convenience of our location, with the Metro station directly across the street and easy access to major attractions and public transit. If you ever decide to explore Los Angeles again, we’d be honored to welcome you back.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Briant Yorman Mendoza · 5 stars
The guest wrote:
Hotel highlightsQuiet · Kid-friendly
The assistant's reply, in your voice:
Dear Briant,
Thank you for your 5-star rating and for choosing to stay at Hollywood Hotel.
We are delighted to know you had a wonderful experience and truly appreciate your positive feedback. It means a great deal to our entire team to earn your trust and confidence.
We hope you enjoyed our kid-friendly amenities, including our outdoor pool and the kids menu at the Bistro, and our convenient location near the Metro station.
Thank you again for your support. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Chayde Hill · 1 star
The guest wrote:
Hi,
we just got married in Vegas, we were on the road because we did a road trip to LA
When we got to la we wanted to relax and were met with a box spring bed with a mattress topper not even 1/2 IN thick on top. We made the most of it that night because we got in late.
The next day we decided to go and take a shower/bath and the water does not get hot at all. The bathtub leaks even if you try to take a shower. And it’s cold, The bathroom has caulking over mold. The sides of the mirrors in the bathrooms are rusted and the light switch barely works. And there’s mold on top of the ceilings wallpaper. The door looks beat up and the whole b
The assistant's reply, in your voice:
Dear Chayde,
Thank you for taking the time to share your feedback. I’m truly sorry to hear that your stay did not meet your expectations, especially after your recent wedding and road trip. We understand how important it is to have a comfortable and relaxing experience, and I sincerely regret the issues you encountered with your room.
We take all guest feedback seriously and have shared your comments with our housekeeping and maintenance teams. Your room was not up to the standards we strive to provide, and we appreciate you bringing these concerns to our attention. We are continually working to improve our guest rooms and facilities, and your feedback will help us address areas where we can make meaningful improvements.
We understand that a comfortable bed and a fully functioning bathroom are essential for a restful stay. We hope you’ll consider giving Hollywood Hotel another opportunity to provide you with the experience you deserve. Please contact our front desk directly so we can assist you further and ensure your next visit is everything you’d expect.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Mike Henig · 5 stars
The guest wrote:
Hotel highlightsRomantic
The assistant's reply, in your voice:
Dear Mike,
Thank you for your 5-star rating and for choosing Hollywood Hotel. We're delighted to know your stay was romantic and enjoyable. This perfect rating means a great deal to our entire team and shows us we're providing the experience our guests deserve. We hope you enjoyed our beautiful courtyard and convenient location in the heart of Hollywood. Thank you again for your support. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Lauren Geese · 1 star
The guest wrote:
I will never book with Hollywood Hotel again. First, they scam you. The website says it’s a 3 minute walk to Hollywood Boulevard, which was the ONLY reason my husband and I booked with them. It’s actually an hour walk! It’s not even a 3 minute drive. Next, we were met with attitude the second we walked in and went to the front desk. They overcharged us, & I was told it was resolved, but when I went to checkout, the issue was not resolved, which I had to wait to be resolved while we had a flight to catch. The Hispanic lady at the desk was very rude and giving tons of attitude to basic questions. OH and no one mentions how u have to pay
The assistant's reply, in your voice:
Dear Lauren,
Thank you for taking the time to share your feedback. I sincerely apologize that your recent stay did not meet your expectations, and I appreciate you bringing these concerns to our attention.
We would like to clarify a few important points for transparency. Hollywood Hotel is located in the heart of East Hollywood, approximately a three-minute walk to the Metro station directly across the street, which connects guests to the Hollywood Walk of Fame, Universal Studios Hollywood, and other major attractions. Regarding your experience at the front desk, our team is trained to provide professional and courteous service, and I am sorry to hear you felt otherwise. We do not charge guests for standard services, and all fees are clearly outlined during booking. We would welcome the opportunity to hear more about your specific experience so we can better understand how we can improve.
Thank you again for your feedback. We hope to have the opportunity to welcome you back to Hollywood Hotel on a future visit.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Mike Scales aka LordLard1976 · 4 stars
The guest wrote:
Good budget hotel, rooms are clean.
The assistant's reply, in your voice:
Dear Mike,
Thank you for your 4-star rating and for choosing to stay at Hollywood Hotel.
We're delighted to know you found your room clean and appreciated our budget-friendly accommodations. It means a great deal to our entire team to hear that we met your expectations.
We hope you enjoyed our central Hollywood location, with the Metro station directly across the street, making it easy to explore Los Angeles without a car.
We look forward to welcoming you back to Hollywood Hotel on your next visit.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Hannelie Du Plessis · 3 stars
The guest wrote:
Pleasant stay. No coffee faculties in the room.parking very expensive. $42 for a night.
Hotel highlightsQuiet
The assistant's reply, in your voice:
Dear Hannelie,
Thank you for your 3-star rating and for choosing to stay at Hollywood Hotel. We appreciate you sharing your feedback.
We’re glad to hear you had a pleasant stay and found our hotel highlights to be quiet. We understand your concern about the parking cost. Our parking is optional and provides a secure, gated, well-lighted facility with key-card controlled access, security cameras, six Tesla charging stations, and three ChargePoint charging stations. While the rate is competitive with other full-service hotels in the Hollywood area, we understand how important value is to our guests.
We also note your mention of coffee facilities. Our room amenities are designed for comfort and convenience, and we’re continually reviewing guest feedback to ensure we’re meeting the needs of our visitors.
Thank you again for your stay and for taking the time to share your thoughts. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Kacem · 5 stars
The guest wrote:
(Translated by Google) Excellent stay at this hotel with a very warm welcome, especially from Michael, who was very helpful and pleasant. Thank you, Michael!
Kacem and Ozgur
(Original)
Excellent séjour dans cet hôtel avec un accueil très chaleureux plus particulièrement Michael très serviable et agréable. Merci Michael!
Kacem et Ozgur
The assistant's reply, in your voice:
Dear Kacem,
Thank you for your wonderful 5-star rating and for choosing to stay at Hollywood Hotel. We’re delighted to hear that you had an excellent stay and that you felt warmly welcomed.
We’re especially pleased that you had such positive interactions with Michael. He truly enjoys helping guests discover the best local restaurants and attractions, and we’ll be sure to pass along your compliments to him.
We hope you enjoyed your time exploring Los Angeles. Hollywood Hotel sits in the heart of East Hollywood within the Hollywood District, offering excellent access to the city’s most popular attractions. With the Metro station directly across the street, a bus stop in front of the hotel, and convenient Uber, Lyft, and Waymo service, guests can easily visit Universal Studios Hollywood, the Hollywood Walk of Fame, TCL Chinese Theatre, Griffith Park, Griffith Observatory, the Greek Theatre, Los Feliz Village, Downtown Los Angeles, Santa Monica, Pasadena, and many other attractions without the need for a car.
Thank you again for your kind words and for sharing your experience. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Guest · 5 stars
The guest wrote:
The assistant's reply, in your voice:
Dear Guest,
Thank you for your 5-star rating and for choosing to stay at Hollywood Hotel. We are delighted to know you had an enjoyable stay. Although you didn't leave any additional comments, we truly appreciate your positive rating and your support. We hope you had the opportunity to enjoy our central Hollywood location, with convenient access to Universal Studios Hollywood, the Hollywood Walk of Fame, Griffith Park, Griffith Observatory, Los Feliz Village, and the Metro station directly across the street, making it easy to explore Los Angeles without a car. Thank you again for staying with us. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Basil DiFrancesco · 3 stars
The guest wrote:
I have to say it’s disappointing writing this review. I commend the staff for being amazing and the room quality was good however the area the hotel is located in does not match the interior. The metro is a block away which is convenient, however there are numerous homeless folks and random vendors. It just didn’t feel like the most safe place to stay.
RoomsRoom was nice. Bed was firm but the floor was dusty. Had to wear socks.
SafetyDid not feel comfortable walking around at night. Elevator did require a key to use.
WalkabilityClose to the metro but that’s it
The assistant's reply, in your voice:
Dear Basil,
Thank you for taking the time to share your feedback. I’m sorry to hear that your sense of safety and comfort during your stay did not meet your expectations. I truly appreciate your kind words about the staff and the room quality — it means a lot to know our team made a positive impression.
We understand how important feeling safe is, especially when walking around at night. Hollywood Hotel is located in the heart of East Hollywood, and while the neighborhood has its own character, we take guest safety seriously. Our property features key-card controlled access to guest areas, a gated and well-lit parking facility, and security cameras throughout to help provide peace of mind. The Metro station is indeed just across the street, offering convenient access to Universal Studios Hollywood, the Hollywood Walk of Fame, Griffith Park, and more.
Regarding the room details, we’re glad the bed and overall condition were to your liking. We’re continually upgrading our properties to maintain high standards, and your note about the floor will be shared with our housekeeping team for their review.
Thank you again for your honest feedback. We’d be happy to hear more about your experience if you’d like to reach out to our front desk directly. We hope to have the opportunity to welcome you back to Hollywood Hotel on your next visit.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Guest · 5 stars
The guest wrote:
The assistant's reply, in your voice:
Dear Guest,
Thank you for your 5-star rating. It means a great deal to our entire team and shows we are providing the experience our guests deserve. We hope you enjoyed our central Hollywood location with easy access to Universal Studios Hollywood, the Walk of Fame, and the Metro station across the street. We look forward to welcoming you back to Hollywood Hotel on your next visit.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Matine Kazemi · 2 stars
The guest wrote:
I’ve never left a review for anything in my life. However, my room at the Hollywood Hotel was so noticeably not as advertised, that I have to warn people what they’re actually getting into. First of all, I will say the staff is super kind, and the pool area (minus the noise from constant traffic) is decent.
Now onto the room itself - upon arrival, I noticed there was leftover food in the room fridge, pubes on the bathroom floor, and a makeup stain on the wall (which I honestly thought was human excrement).
Looking into the room itself vs the photos online, the room in person is NOT as advertised in the slightest. The floors and walls a
The assistant's reply, in your voice:
Dear Matine,
Thank you for taking the time to share your feedback. We sincerely regret that your stay did not meet the standards you expected, and we appreciate you highlighting the room condition issues you encountered. We take all guest comments seriously and have shared your comments with our housekeeping and maintenance teams so they can inspect the room and address the concerns you raised.
We understand how unsettling it can be to find unexpected items in a guest room, and we apologize that your experience fell short of what you anticipated. We strive to maintain clean, welcoming accommodations for every guest, and we value your honesty in helping us identify areas where we can improve.
We also appreciate your kind words about our staff and the pool area. It means a great deal to our team to hear that they were able to provide friendly service during your visit.
We would welcome the opportunity to make things right for you. Please contact our front desk directly so we can review your stay in more detail and ensure your next visit is exactly what you deserve.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Guest · 5 stars
The guest wrote:
The assistant's reply, in your voice:
Dear Guest,
Thank you for your wonderful 5-star rating and for choosing to stay at Hollywood Hotel. We are truly delighted to know you had an enjoyable stay. Although you didn't leave any additional comments, we truly appreciate your positive rating and your support. We hope you had an opportunity to enjoy our central Hollywood location, with convenient access to Universal Studios Hollywood, the Hollywood Walk of Fame, Griffith Park, Griffith Observatory, Los Feliz Village, and the Metro station directly across the street, making it easy to explore Los Angeles without a car. Thank you again for staying with us. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Rob Rob · 5 stars
The guest wrote:
Amazing hotel. Hotel management excellent with their service. They accommodated my request to move to the top floor from the ground floor. Breakfast staff very helpful & friendly. A big thanks to Claudia for making breakfast time a good experience
& making exceptionally good omelettes.👍🏻 I would definitely come back. A 5 star rating from me!⭐️ 💫
Hotel highlightsGreat view · Great value
RoomsCentral location for excursions
The assistant's reply, in your voice:
Dear Rob,
Thank you for your wonderful 5-star rating and for choosing to stay at Hollywood Hotel!
We’re thrilled to hear that our management team provided excellent service and that we were able to accommodate your request to move to the top floor. We also appreciate your kind words about our breakfast staff, especially Claudia. She is a valued member of our team, and we are so glad she was able to make your breakfast experience special with her exceptionally good omelettes.
We hope you enjoyed our central location, which offers convenient access to Universal Studios Hollywood, the Hollywood Walk of Fame, Griffith Park, and the Metro station directly across the street.
Thank you again for your support. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from 21stcenturymermaid · 1 star
The guest wrote:
Genuinely the worst hotel ive ever stay at and ive travel plenty. We booked for 2 nights non refundable we didnt even stay for the 2nd night. The hall monitor infront whos so serious about his job didnt even ask us why we were leaving when we told him “oh we’re supposed to stay tonight but were gonna stay at another hotel” he didnt even ask why? Couldnt care less or ask why we rather lose out on our money then stay. The guy at the front desk is so rude and condescending . Has people pay 42$ per day to park there. Makes no sense why not include that in the initial fee? Also no room service and no breakfast included. A mess. Then
The assistant's reply, in your voice:
Dear 21stcenturymermaid,
Thank you for taking the time to share your feedback. I’m truly sorry to hear that your recent stay did not meet your expectations, and I sincerely regret that your experience left you feeling frustrated.
We would like to clarify a few important points for transparency. Hollywood Hotel does not include parking in the base rate; our optional, secure, gated parking facility is priced at $49 plus tax per night, which is standard for full-service hotels in the Hollywood area. Our front desk team is trained to provide respectful and helpful service, and I will personally follow up with them to review your comments and ensure our standards are upheld. We do not offer room service or breakfast, but we are happy to direct guests to nearby dining options and our on-site Bistro, which features a kids menu and outdoor pool area for families.
We understand how important it is to feel valued and supported during a stay, and we truly regret that we fell short in this regard. Your feedback is invaluable and will be shared with our management team for review. If you’d like to discuss your experience further, please contact our front desk directly.
We appreciate your time and hope you’ll consider giving Hollywood Hotel another opportunity to provide the experience you deserve.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Shawn Hughes · 5 stars
The guest wrote:
Great Hotel close to everything!
Hotel highlightsGreat view · Quiet · Great value
The assistant's reply, in your voice:
Dear Shawn,
Thank you for your 5-star rating and for choosing Hollywood Hotel. We are thrilled to hear that you enjoyed your stay and found us to be a great value. It truly means a great deal to our entire team to receive such positive feedback. We are glad you appreciated our quiet atmosphere and excellent location. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Guillermo Asseburg · 1 star
The guest wrote:
(Translated by Google) It's the only hotel I know that charges for luggage storage.
The light switches don't work.
And the towels had red stains. -.-
(Original)
Es el único hotel que conozco que cobra por resguardo de equipaje.
No funcionan los apagadores
Y las toallas tenían manchas rojas -.-“
RoomsSucias y en mal estado
The assistant's reply, in your voice:
Dear Guillermo,
Thank you for taking the time to share your feedback. We sincerely apologize that your recent stay did not meet the standards you expected. We regret that the light switches were not functioning properly during your visit, and we understand how frustrating that can be. Your comment about the towels having red stains is deeply concerning, and we take this seriously. We will ensure our housekeeping team addresses this issue promptly.
Regarding luggage storage, we do offer this service at a small fee to help maintain the cleanliness and order of our property. We understand this may not align with your expectations, and we appreciate you bringing it to our attention.
We value your feedback and hope to have the opportunity to welcome you back to Hollywood Hotel in the future. Please contact our front desk directly so we can personally address your concerns and make this right for you.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from maria ortega · 5 stars
The guest wrote:
Amazing experience as always
Hotel highlightsLuxury
The assistant's reply, in your voice:
Dear Maria,
Thank you for your wonderful 5-star rating and for choosing to stay at Hollywood Hotel!
We are truly delighted to hear that you had an amazing experience. It means a great deal to our entire team to know we are delivering the luxury and comfort our guests deserve.
We hope you enjoyed our beautiful courtyard and convenient location, with the Metro station directly across the street making it easy to explore Los Angeles.
Thank you again for your support. We look forward to welcoming you back to Hollywood Hotel on your next visit.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Reggie H · 1 star
The guest wrote:
Just don't do it
The assistant's reply, in your voice:
Dear Reggie,
Thank you for taking the time to share your feedback. I sincerely apologize that your recent stay did not meet your expectations and that you felt your experience fell short. We understand how important it is to have a comfortable and enjoyable visit, and we regret that we were unable to deliver that for you.
Because this review does not include specific details about what occurred during your stay, we are unable to identify the exact issues you encountered. We take all guest feedback seriously and would welcome the opportunity to learn more about your visit so we can better understand where we fell short and how we can improve.
We hope you will consider giving Hollywood Hotel another opportunity to provide the experience you deserve. Please contact our front desk directly so we can address your concerns personally and make this right for you.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Christian · 5 stars
The guest wrote:
The assistant's reply, in your voice:
Dear Christian,
Thank you for your wonderful 5-star rating. It truly means a great deal to our entire team and lets us know we're providing the kind of experience our guests deserve. We hope you enjoyed our beautiful courtyard and convenient location, with easy access to many of Los Angeles' most popular attractions. Thank you again for your support. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from daniel villanueva · 5 stars
The guest wrote:
The assistant's reply, in your voice:
Dear Daniel,
Thank you for your wonderful 5-star rating and for choosing to stay at Hollywood Hotel!
Although you didn't leave any additional comments, we truly appreciate your perfect rating. It means a great deal to our entire team and lets us know we're providing the kind of experience our guests deserve.
We hope you had the opportunity to enjoy our beautiful courtyard, convenient location, and easy access to many of Los Angeles' most popular attractions, including Universal Studios Hollywood, the Hollywood Walk of Fame, Griffith Park, Los Feliz Village, and the Metro station directly across the street.
Thank you again for your support. We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Stef Trujillo · 3 stars
The guest wrote:
Bring cash for the vending machines. No Valet. Construction going on near the hotel. You’re in Filipino Thai town
The assistant's reply, in your voice:
Dear Stef,
Thank you for taking the time to share your feedback and for choosing to stay at Hollywood Hotel. We appreciate your 3-star rating and the insights you’ve provided.
We’re glad you enjoyed our location in the heart of Hollywood, with easy access to Universal Studios Hollywood, the Hollywood Walk of Fame, Griffith Park, and the Metro station directly across the street. We also appreciate your mention of the nearby Filipino Thai town — we’re happy to hear you found the neighborhood’s character appealing.
Regarding the vending machines, they do accept credit cards in addition to cash, so you have flexibility when purchasing items. As for valet service, Hollywood Hotel does not offer one; however, our secure, gated parking facility is available for guests who prefer to park on-site. We understand that construction can occasionally impact the surrounding area, and we’re committed to maintaining a comfortable and welcoming environment for all guests.
Thank you again for your honest review. We value your feedback and hope you’ll consider giving Hollywood Hotel another opportunity to provide you with the exceptional experience we strive to deliver. Please contact our front desk directly if you’d like to discuss your stay further.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Dmytro Turskyi · 4 stars
The guest wrote:
RoomsNo boiler
The assistant's reply, in your voice:
Dear Dmytro,
Thank you for your 4-star rating and for choosing to stay at Hollywood Hotel.
We’re pleased to hear you had a positive experience, and we truly appreciate your support.
We hope you enjoyed our convenient location, with the Metro station directly across the street and easy access to Universal Studios Hollywood, the Hollywood Walk of Fame, and Griffith Park.
We look forward to welcoming you back to Hollywood Hotel on your next visit to Los Angeles.
Warm Regards and best Wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Reply from Marisa Kinnard · 1 star
The guest wrote:
We were first placed in one room and it was spacious and beautiful. However, the bed frame was cracked and we were afraid that if it broke, we would be stuck with the bill. We asked the front desk if it could be looked at and they claimed that it was fine. They moved us to another room, not as nice but it was okay. The beds were hard to sleep on which made it hard to enjoy each day of our vacation. Noisy neighbors with loud TVs made it hard to sleep. We ended up leaving a day early, got our refund for the 1 day parking, but we haven’t received our $100 deposit back and it’s been almost a week. The bistro was over our budget so we di
The assistant's reply, in your voice:
Dear Marisa,
Thank you for taking the time to share your recent experience at Hollywood Hotel. I’m truly sorry to hear that your stay did not meet your expectations, especially regarding the condition of your first room and the sleep disturbances you encountered. We take all guest feedback seriously and appreciate you bringing these matters to our attention.
We would like to clarify a few important points for transparency. Hollywood Hotel does not place any hold or deposit to guarantee a booking, and guest cards are charged only for services used during the stay. Any deposit collected is returned promptly upon departure, and if you haven’t received yours, I encourage you to contact our front desk directly so we can assist you further.
We also want to note that our guest rooms are regularly inspected and maintained, and while we strive to ensure a quiet environment, occasional noise from neighboring rooms can occur in a busy urban setting. We encourage guests to request courtyard-facing rooms in advance, as they tend to be our quietest accommodations.
Thank you again for your feedback. We value the opportunity to improve and hope you’ll consider giving Hollywood Hotel another chance to provide the experience you deserve. Please don’t hesitate to reach out to our front desk directly if you have any additional questions or concerns.
Warm regards and best wishes,
Jeff Zarrinnam
Hotel Director
Hollywood Hotel
Part 4 of 5
Where should Holly send people to eat?
Callers ask "where should we eat around here" all the time. Holly will only ever recommend places you have approved. Right now her approved list is six places and too thin.
Part 5 of 5
Special occasions
When a guest mentions an anniversary, a birthday, or a proposal, Holly should know what we can arrange and who we call. Nothing about this is on the website, so it can only come from you.
That is everything. The green button below saves your answers.