We asked for shuttle to pick up from airport and were told the shuttle is 5 mins away. My husband waited for almost an hr, still no shuttle show up, meanwhile other hotels shuttle came by 2 to 3 times already. We asked the front desk why the delay and they could not get in contact with the driver, it turn out he went on his dinner break and turn off his radio, how can a large hotel like this have only one shuttle running to busy airport like LAX. In addition to this delay, one of the front desk agent was rude and not being helpful, when i asked if my husband can take a taxi instead of urber to the hotel as per another agent, she said "she did not hear anything about reimburse for the ride to the hotel", which makes me very anger for this poor customer service. It took my husband almost 2 hrs getting from the airport to the hotel, when it suppose to be less than 15-20mins. They just reimburse the taxi ride fee, nothing for the inconvenice that caused. We have an early morning flight and have 3 little kids, so this experience has been very unpleasant.