Stephanie T.
Yelp
This was one of the most emotionally distressing and unprofessional hotel experiences I've ever had -- and it was made worse by the hotel manager's coldness and retaliation.
I was staying at the Marina del Rey Hotel for a short trip due to moving for three days prepaid and had briefly brought my indoor cat with me, planning to take him to the vet.
He accidentally slipped out through the patio area early on yesterday and I spent the following rest of the day searching for him -- notifying staff, putting out signs, and quietly asking neighbors for help. Several kind employees offered help without being asked and noted how respectful and clean I had kept my room. I was immediately charged a $250 "cleaning fee", even though the hotel's own website says pets are allowed with a pet fee, not a cleaning penalty. No damage was done. No mess was made. The cat wasn't even present when the charge was applied. This fee felt retaliatory, not policy-based.
Worse, when I continued calmly searching for my missing pet, the manager followed me around the property with a security guard and told me I was not allowed to speak to hotel employees or other guests
After finally finding my cat late last night in the room. I went to sleep . This morning , I stepped out briefly to get coffee around 10 A.M. with the housekeeping sign clearly placed on the front door. During that short window, hotel staff opened the door, and my cat was let out -- again. He was later seen outside the Marina Boat Offices, which confirms he didn't escape on his own. This happened before I had even checked out.
Despite explaining this to management -- and despite having video footage of my room completely clean and undamaged. I was polite and respectful throughout my stay, paid in full for all three nights, and followed every rule -- only to be treated like a threat for trying to find a lost animal.
This hotel not only disrespected me as a paying guest, they contributed to the loss of my pet due to negligent conduct, then had the audacity to charge me for it.
I would never stay here again -- not because of the building or the amenities, but because basic compassion and professionalism were completely absent when it mattered most.
Updated Reply July 16th 2025 in response to reply
I'd like to offer further clarification, as several key facts have been misrepresented.
The $250 "cleaning fee" was charged before I had even checked out -- while I was still an active, paying guest -- and at a moment when my cat had already gone missing. The manager entered my room without notice while I was getting dressed and visibly distressed, because I had been preparing to take my cat to the vet when he slipped away during loading. There was no pet in the room and no mess. I have photo and video evidence showing the room was spotless -- and even a housekeeper later walked through and confirmed there was nothing wrong. The manager had no right to walk through my room, much less immediately charge a cleaning fee while I was still checked in and dealing with an active emergency.
Instead of showing support, the manager repeatedly followed me, entered my room over five times, and threatened eviction if I didn't come to the front desk immediately -- despite the fact that I had already paid for over three nights. I was treated with hostility and intimidation while I was trying to locate my missing pet, and was not even given privacy to get dressed.
When my cat was finally found late that night around 10 P.M., I did not stay at the hotel due to fear over how I had been treated. I returned the next morning to take my cat with me -- but while I briefly stepped out for coffee, someone opened the door (despite a Do Not Disturb sign) and he escaped again. The manager then told me someone had seen the cat but refused to say who or where, and would not let me speak to guests or staff to help locate him. Instead, I was followed again by him and a security guard, and blocked from showing the photo of my lost pet to others.
Ironically, it was the other hotel staff, marina workers, and guests who were kind and tried to help. I remained respectful throughout, even while grieving and under pressure.
This was not just a misunderstanding -- this was a deeply mishandled situation by leadership that lacked empathy and professionalism.