Jennifer D. - Los Angeles, CA
The location and facility are fine. It is the service that is horrible. I thought I did great when I left for my vacation on early Friday morning. I pulled into the parking lot, the shuttle was there and they waited for me as I checked in and got onto the shuttle. Immediately got to the terminal with no problems.
I wished it was easier like this when I returned. I waited for 50 minutes for the shuttle to arrive after getting my luggage from baggage claim. I know, it was 50 minutes because I sent a text message to Hilton at 4:00pm while standing in the shuttle area so my car would be ready when I arrived. I watched Holiday Inn Express, Marriott, Westin, Wally- Express, The Parking Spot, etc., stop at the shuttle spot every 10 minutes, or sometimes even less than 10. I eventually called and spoke to the dispatcher who had the nerve to tell me that I missed the bus and it would be ther in the next 5 minutes. This after telling her that I had been waiting for now close to 40 minutes, so how could I missed the bus! ?! The bus showed up- 10 minutes later. I spoke to this gentleman on the bus who informed me that he stays at the Hilton every week for work and it is always like this. He only stays because this is where his company puts their employees and he complians every week. I guess it continuously gets worse. I gave Hilton a try- but will go back to their competitotor to park my car when I travel from LAX.