FOUND Hotel, Santa Monica

I stayed here once before and had a nice enough time. There are very few amenities but the staff was friendly. I'm giving them two stars because of what happened with our latest booking. I was planning to visit for my grandmother's memorial service. I came down with a fever two nights before the booking started but I tested negative for covid. Woke up the next morning to find that one of my beloved pets had died and I was devastated. Between my illness and the death of a pet we adored, we had to cancel the booking and that's when I found that they wouldn't give us a refund because they needed 3 days notice and had only gotten 2. I called the hotel and explained the whole situation to a very kind customer service rep. He spent a good long time trying to convince them to make an exception because I am ill and grieving another death in my family, even though it was an animal. Management just said no. The customer service rep told us to reach out to the booking service we used if we wanted to try to reinstate the booking instead. That way another family member could use the room we paid for. The service also contacted the management by phone and they rejected that request too. Even though we had canceled within the same hour in which we tried to reinstate the booking. So I as I write this, I have a fever, a dead pet that I loved very much, and a hotel that didn't care and took our $500 and wouldn't let us use the room we paid for so they could make another easy $500 and double their income. Because that's what's really important. An opportunity for them to get more cash. Sometimes I think it's a very sad inhuman world we live in. The two stars are for the nice customer service people. But I removed three for the management. I won't stay here again. In the future, if I ever need to cancel a trip when it's too late to get a refund from a hotel, I just won't cancel the booking. That way I'll still pay them for an empty room... but they won't double their money by preying on the misfortunes of others.

We stayed for 9 nights. The access in the building with the code was easy. The building has security and front desk, and the employees were very helpful. The room was very clean and the staff responsabile for cleaning was amazing. The room has good Wi-Fi, a small fridge, and there is a laundry room in the building. The location is close to many public transport stations and it has multiple stores, pubs and supermarkets in the area. The only negative aspect is the fact that the hotel is on a large street with many homeless people and during the night does not seem very safe, but this is a general problem for Los Angeles.