I recently moved to Venice from NYC. I'd stayed at Hotel Erwin 2-3 times so when I was booking a hotel for my mother and aunt I thought of it since it's 4 blocks from my new place.
Our first night we went to dinner and while we were at dinner someone came into their room and stole a camera and a brand new iphone that had been charging. These things happen and it was unfortunate, but it was more upsetting how the hotel handled the situation.
After thoroughly searching the room to confirm it was taken we called the front desk. The didn't have a manager on duty so we filled out the report with their restaurant manager who told us to come back in the morning to continue the process. He assured us that they would check the security cameras.
My Aunt and my mom returned the next morning and finished the report. They had no information about the cameras and never followed up on that. They said their insurance would cover the phone, but couldn't confirm for how much and when the insurance company would get in contact. Refused to give us the name or number of the insurance company so there is no way for them to follow up. Couldn't assure us any time line or details. At the end of that conversation they said they would comp the 2 nights.
When they checked out on the clerk didn't know about the comped rooms and raised his voice when my aunt brought of the theft. He literally yelled at her "There is no theft in our hotel!" My aunt calmly clarified and insisted. Eventually he comped the rooms like they had promised. Then he started to charge her for the entire contents of the mini-bar. Apparently, when the theft occurred they also cleaned out the mini-bar. But because we never opened the the fridge we had no idea. Very strange. Again, we had to fight with the front desk- convincing them that 2 women in their late 60s didn't consume the entire contents of the mini-bar.
Needless to say this event dominated their entire weekend. I appreciate that theft can be a sensitive and difficult situation to deal with in a hotel, but we were patient and understanding at every turn. I was personally surprised to see how calmly my aunt and mom were since their room had been broken into. It was frustrating to see how the hotel dealt with calm, collected and understanding customers. I would hate to see how they handle customers who are less forgiving.
I have to say now I'd never recommend the Hotel Erwin and I certainly wouldn't stay there with valuables.
- Official Description (provided by the hotel):
- If you are looking for an energized, personable, legendary guest experience and luxurious escape in an unbeatable location Hotel Erwin is your home away from home. Located in Venice Beach, California, Hotel Erwin overlooks the Pacific Ocean and endless expanses of sand and entertainment. While relaxing with us be sure to check out our breathtaking rooftop bar High and to take in a sunset that will last a lifetime. Our restaurant, Barlo, serves up breakfast and dinner and provides a stimulating alternative to the normal bland hotel dining experience. Close to Santa Monica, Los Angeles, Culver City, Beverly Hills and Marina del Rey, this Venice Beach luxurious hotel is your doorway to explore the beauty of Southern California. Nearby freeways and Los Angeles International airport give you easy access to come and go. A mere 200 feet from the sand and overlooking the famous boardwalk, Hotel Erwin is a pure Venice Beach experience with a level of customer service excellence that simply can't be beat! ... more less
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- Also Known As:
- Erwin Hotel Los Angeles
- Best Western Los Angeles
- Los Angeles Best Western