Unsung Heroes: Hospitality from the Heart

Stories from LA Hoteliers Who Welcomed Those Affected by the January Fires

Vanessa Tierney Photography for Beverly Hills Conference & Visitors Bureau

When wildfires swept through Los Angeles, displacing families and scattering communities, our trusted hotel partners stepped in—not only as places of refuge, but as sanctuaries of compassion, comfort, and care. These are not just stories of hospitality—they are stories of humanity.

In the face of chaos, our LA hoteliers quietly rose to the moment, offering more than shelter. They offered dignity, hope, and unforgettable moments of connection.

The Maybourne Beverly Hills

Stories shared by Sarah McIntosh, Hotel Manager

When wildfires swept across Los Angeles, The Maybourne Beverly Hills moved swiftly into action. A donation center was established in the heart of the hotel, where guests and neighbors dropped off clothing, toys, and essential supplies. On February 13, the team hosted a spirited Galentine’s Soirée and silent auction to raise funds for wildfire relief. And in a broader show of solidarity, The Maybourne joined fellow Beverly Hills hotels to launch Eat. Donate. Love.—a culinary initiative where proceeds from participating restaurants supported recovery efforts, ultimately raising $175,000 across seven properties.

Yet often, it’s the quietest moments that leave the deepest impression.

A Gesture of Grace
A few days into the crisis, Hotel Manager Sarah McIntosh encountered a weary guest in the elevator. The exhaustion in her eyes told a story—one of hurried evacuation, profound uncertainty, and the emotional weight of losing everything familiar. During turndown service that evening, one of the hotel’s room attendants, Elvia, noticed the guest’s distress and gently asked how she was holding up.

As the guest shared her story—how she had fled with almost nothing, unsure when or if she could return home—Elvia listened with quiet empathy. Then, without pause, she made a remarkable offer. She explained that she ran a small clothing business on the side and offered to bring the guest a few pieces—no charge, no expectation, just kindness.

The guest was stunned. In the middle of unimaginable upheaval, that simple gesture—a few clothes offered from one heart to another—became a moment of profound humanity. She had lost so much, but in that instant, she was reminded: compassion endures, even in the darkest hours.

A ball for a smile

Early in the chaos, a young family arrived at The Maybourne seeking refuge—two parents and their two sons, visibly shaken and unsure of what came next. That evening, they dined quietly at Dante, the hotel’s Italian restaurant, their faces etched with the fatigue of displacement. At one point, one of the boys turned to his father and asked, “Did you remember to pack our football?”

The father’s face fell. “I don’t think so, buddy,” he replied gently. The conversation drifted on, but the moment lingered.

The team at Dante had noticed—and took swift, silent action. Someone slipped out to a nearby store. Before dinner was over, a football was placed on the table in front of the boys.

Their eyes lit up. The sorrow evaporated, replaced with surprise and joy. The father, overcome with emotion, blinked back tears. It was a small gesture—but in the middle of fear and uncertainty, it meant everything. It was a reminder that even when the world feels unstable, kindness remains constant.

The Peninsula Beverly Hills Team Left to right: Anne – Rooms Division Director, Jim – Hotel Ambassador, Offer – Managing Director, Irene – Front Desk Manager, and Angelee – Guest Relations Director.

The Peninsula Beverly Hills

Stories shared by Offer Nissenbaum, Managing Director

At The Peninsula Beverly Hills, hospitality isn’t just a profession—it’s a calling. As wildfires swept through the Los Angeles area, the hotel became a sanctuary for displaced families, offering not only shelter, but solace—for people and the things they held most dear.

“We gave care, assistance, and compassion throughout,” shares Managing Director Offer Nissenbaum. “Each guestroom held entire families—children, parents, pets—and their most treasured belongings. Our team knew that what people needed most was to feel safe, seen, and supported.”

Nearly 100 pets—dogs of all sizes, cats, birds, and even a few more unexpected companions—were welcomed with open arms. Children received toys. Toiletries were provided for those who’d had no time to pack. With parking garages overflowing—many guests arriving with multiple cars per room—managers gave up their own spots and parked on the street for weeks so guests wouldn’t have to.

From housekeeping to the concierge, every team member became part of a quiet, compassionate mission: to make the hotel feel like home.

A Hotel That Became a Haven

Guest feedback paints a vivid picture of what unfolded inside those walls:

“Everyone we encountered—from the housekeepers to the room service staff to the front desk—was memorable. Your hotel made a terrible tragedy bearable.”

“We were displaced because of the fires. I was tired and worn out from the stress. From arriving at the front door, all the way through check-in and being escorted to our room, everyone I encountered was warm and caring. I suddenly relaxed and felt taken care of.”

“I saw employees walking dogs for guests who had been forced out of their homes. Though the hotel was at full capacity, the team—led by Offer Nissenbaum and supported by people like Ann Pascaul, Angelee Canlas, Martin at The Belvedere, and Shannon at the lobby bar—remained composed, focused, and deeply kind.”

Even amid crisis, The Peninsula’s spirit never wavered. In the quiet walks with pets, the calm presence at the front desk, and the warm welcome at every doorway, a new definition of luxury emerged—one rooted in empathy, service, and shared humanity.

The PROST Network

In the wake of devastation, it’s often the strength of a united community that leaves the most lasting impact. The PROST Network—a collective of passionate hospitality professionals, including several Huffman Travel advisors—channeled that strength into meaningful action, launching a citywide silent auction to support those affected by the Los Angeles wildfires.

From March 17 to March 31, the PROST Network Online Silent Auction called upon the travel community to give back. And give they did—boldly and generously. With exclusive offerings ranging from luxury hotel stays to once-in-a-lifetime experiences, the auction captured hearts and sparked remarkable generosity.

The result? $78,431 raised in just two weeks.

But this wasn’t just an auction—it was a movement. Each bid was more than a number; it was a gesture of solidarity. A commitment to rebuilding lives. A reminder that even in hardship, the spirit of hospitality endures.

As one PROST member reflected, “Our industry is built on service. In moments like this, we get to show the world that hospitality doesn’t stop at the front desk—it extends into the heart of every community we serve.”

In partnership with hoteliers, advisors, and generous donors, the PROST Network became a lifeline—and a shining example of what’s possible when a community moves with purpose and heart.