Loews Santa Monica Beach Hotel

Reviews 3

LA

Laura Nixon

I dont normally complain on but the experience I had at this hotel was horrible. Never have I ever been treated with so much disrespect. This hotel claims to be a luxury hotel and they treat guest like trash that want to spend money in their establishment. I want to start by saying Ive gone to this hotel multiple times and bought food and drinks and used the pool. Never has this been an issue until today. If youre going to make rules be consistent. Dont act like assholes when your hotel is busy. When we got to the hotel we ordered drinks at the bar inside and we were sitting there for about 15 mins waiting on our friends to arrive. We then asked the bartender to transfer our drinks into plastic cups because we were going to the pool. This should have been the first indication for anyone with common sense that this is what we were doing. The bartender was standing there when we were talking about sitting in traffic for 45 mins to get there. It was obvious we werent staying at the hotel. When we got to the pool we sat down at lounge chairs by our friends. My husband ordered 3 waters while I was in the pool with my 7 month pregnant friend and her 6 year old. The cocktail waitress asked for our room number and my husband couldnt give her one. She said we needed a room number to order drinks, which is news to me being as Ive done this MANY times before. After that security came and told us we could not sit there but if we wanted to eat lunch over by tables that was fine. We started moving everything over to the area we were sitting with out any complaints at all. I completely understand that they want to leave that area for their hotel guest. We got up and moved as they asked. I went back to grab the only drink I had ordered there that was still half full and the cocktail waitress threw it out. She told me she was going to get me another one, which she never did. (first complaint of many.) We ordered food and more drinks with another waitress. I told her again about the other waitress throwing out my drink, when she knew we were moving. I told her I wanted another one even if I had topay for it which I didnt mind. She brought my husband his mojito but not my drink. (Complaint number two) When another waiter came to bring our food he told us that we couldnt use the pool, which we werent. He then told us it was $100 to use the pool. He was extremely rude rude about it and acted like we were freeloading. (Complaint number 3) We were clearly spending money I their hotel.Another waiter walked by and I asked to talk to his supervisor. When Carlos the supervisor came over I asked him if it was $100 to use the pool and he told me no it was only for hotel guest. So I then said that was fine but why didnt they just say that in the beginning! (Complaint number 4) I also stated that his employees didnt have to be rude to people spending money. At that point we werent even using the pool we were eating! So I told him we arent free loading were spending money at your hotel. Im never coming back here as well as Many of my friends that spend money, including people that werent there at the time. Ill spend my money in a place that treat people with respect. Not just when its slow and they arent making money so their begging do people to sit at their pool. Consistency is key in customer service and this place has none. Their service sucks and as much money as this place charges it shouldnt be like this. Please note this review is going to many other places than yelp. Ive never been treated like this a guest. If we were rowdy and belligerent I would understand, but none of this is the case. Its obvious this place treats other people this way by the way their staff acts. And Carlos their "manager" does nothing to solve problems. I work in that field and I would never treat guest like this. Tactfulness gets you a long way in life learn it or be prepare to suffer the consequences. Im making sure everyone knows about our situation because this is not right.

NI

Nils Andres

I am a business traveller for over 20 years now. The first time I stayed at the Loews Santa Monica Beach Hotel was in 1992. A fancy business and vacation hotel with a clear five star rating. Over the years I never had any issues until this year in July. After giving notice the hotel manager Sean Steenson wrote immediately to check what was wrong...the first WoW-Effect: As a European we are used to a rather bad complaint culture...which is getting the same in the US now (personal biased feeling). Sean immediately apologized and did such a great job that I guess this could be printed into a Customer Satisfaction handbook. Overall I rate the Santa Monica Lowes with a clear five star rating. After the renovation that was finalized this year the hotel looks better than ever. The staff reads (almost) every wish from your lips, everybody is authentic and overwhelmingly friendly. I got a great room which was much better than I expected. Everything was big and it was just like home...for me this is very important and I guess (without being arrogant) I can tell what a good and bad five star hotel room looks like...beds are perfect, you get everything you need and it just takes only a few minutes if you call for assistance or the room service! Furthermore, you are located in Santa Monica with all its hectic tourist actions...with the Loews Beach Hotel you find a save and quiet place within this hectic place to recover. Above that the location is just awesome and even next to the other fancy hotels the Loews is the one I would always chose Loews over the others...it is simply more sportive, brighter, the hall is tremendous and already such an eye catcher and the folks staying there simply fit to this image. Yes, rates are not that cheap but this hotel is worth every Penny...Next time I will bring my family with me and I already know that we will have a great vacation! Loews did an amazing job over the years to keep me as an enthusiastic hotel guest and fan...and I truly recommend this hotel when staying in the L.A. area... Thank you, Sean and Marta...THANK YOU, LOEWS!

CA

Carly Beales

Stayed here 5th Sept-15th Sept 2013. Firstly, I have been to LA once previously to this trip and stayed in Beverley Hills "Crowne Paza" 4 star located just off Rodeo Drive in 2011 and felt a little alienated from Hollywood and the goings on but soon relaised that Beverley Hills is more of the place to relax and dine out, shop and do the L.A thing. If you want to be the tourist then its still good but i suggest being more located in the Hollywood neck of the woods as Beverley Hills is more the area to Live, youre surrounded by homes more so. Anyway this prompted me to go back but select a place where i CAN walk to places and do more activities, so i thought a hotel by the beach. The Loews had a few great reviews and so i took a gamble on the location. Upon arriving it felt again a little far flung from a little hustle and bustle until we stepped out onto the back of the hotel grounds where you saw all the goings on of the Cali life. Roller bladers, surfers, acrobatics, muscle bound people and some good comedy i must say walking along the venice beach broadwalk. "Ahem" The rooms were kinda on the smallish side for the price you pay, i stayed for 10 nights and it cost me £2,500 which i should add, does not include free wifi and they dont have in house computers to use. So take a laptop or i pad. We did have a complimentary wifi access for the stay as we were there a long period of time. :-) The room i was allocated was overlooking the Santa Monica Pier on level 3 or 4. The area is great and there is a restaurant i ABSOLUTLEY ADVISE going to ....SERIOUSLY!! Called Buccas Italian Restaurant in Santa Monica Its literally about 5 minute stroll. I went 4 times in the 10 night stay. If you order a drink from the hotel, be careful as its pricey, £7 for a beer. All in all, i DO recommend going here and its really convinient and a comfortable stay.

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