4/10 Poor
Michael, Santa Monica
Traveled with partner
Jan 19, 2026
Disliked: Staff & service
Nice hotel. Very nice rooms. Great views. Mediocre food. Terrible service. Room cleaned but no fresh towels. Called Housekeeping for towels and waited two hours. Gave them a list of what we wanted the minibar stocked with and they stocked it once. After about 4 hours. Said we would have to call every time we wanted anything added. At the beach there were a dozen recliners and 6 beach umbrellas lying there. We asked attendants to put up an umbrella and 2 loungers for us since all were full. They said they all were broken. We later saw them put up an umbrella and two loungers for someone who tipped them. Life is too short to put up with that kind of service at an expensive supposedly all-inclusive resort!
It started when we checked in. We had requested a room with two beds but were put in a room with one. Although they had said bedding types were not guaranteed, they had guaranteed me a room with two beds in a telephone conversation before arrival which had kept me from booking another hotel instead. . After waiting 45 minutes to talk to a manager it only took two minutes for him to get us a two bed room by checking the computer to see if one was available (there were two). Apparently, the front desk personnel couldn’t be bothered to do that.
I exclude the waitstaff and bartenders from this bad review. They were adequate. The spa staff was very responsive setting up appointments for my partner although she only found one of three treatments to be excellent.
Michael
Stayed 6 nights in Jan 2026
