I had been "saving" up my stay at the Montage for a special occasion after having stayed at a good bulk of the other BH hotels. I have to stay it is definitively my most overpriced hotel stay in my 36 year old life. From Europe to Asia, value wise it was utterly disgraceful. I left feeling ripped off. Terrible feeling.
I was in town for MD visits with my 86 year old dad with an unexpected stayover and I saw this on Hotels Tonight, so I decided to snatch it up. I wanted something refined and non-hipster for my dad and I thought they would be really kind and welcoming to him.
This is what I got for a one night stay for $720 (hotels tonight deal at $585, resort fee, taxes and valet)
Lousy confusing valet experience where I unknowingly blocked the downstairs driveway (after having been flagged to park there), tried to courteously back up to move out of the way and the valet told me to get out of the car and said "I got this". I felt like I had done something wrong, not like I was driving into a first class resort.
VERY VERY welcoming front desk who was affable and inviting. He walked us to our room and was very personable along the way. He made everything better.
Walk to the room was very far and long. It felt like a Vegas hotel. Wasn't the smartest idea to give my dad the room farthest from the elevator but maybe that was all they had. Front desk guy was so nice, it was forgivable :)
Room had two beds, a chair, a desk, a minibar unit. Small and certainly not opulent or uber luxe. Value? maybe $300 being generous. Bathroom was nice and normal. No frills. View overlooked some mechanical or A/C machines. Literally unsightly. I asked for an extra blanket and they brought a cotton blanket that looked like it came from Martha Stewart's Target line. Certainly peanuts versus a room at Hermitage or Peninsula etc.
Fire alarm went off as we came out of the elevator on our way to dinner. Not one hotel staff guiding us what to do or where to go. I tracked down a suited man with a name tag on and asked him what we should do. Verbatim "dont worry about it." and a smug smile as he scurried off. Im with my 86 year old dad, I'm kind of worried about it....Ill give the hotel the benefit of the doubt that he could have been part of the restaurant but that response would NEVER happen at the Peninsula, Four Seasons, Beverly Hills Hotel. Please GM, teach your staff to stop talking like they are bouncers in a club. And if a fire alarm goes off, place some staff around to instruct people what to do.
Dinner at Scarpetta was chaotic, disjointed (fire alarm source was in the restaurant apparently) but surprisingly not that overpriced and quite good.
Early morning departure, stand-offish front desk this time. They were leaning up against the back wall like soldiers. Weird body language. Again, I felt like I was interrupting them to ask them to check out. Not one "good morning", not one "how was your stay", not one "have a good day." I would have been happy to let them know how my stay was instead of airing it on trip advisor, but they never asked. Nor did it seem that they cared.
And so, my take away. Service was unpolished and unprofessional, especially in the case of an emergency. Absolutely unacceptable as my safety should be a huge priority. Rooms were unremarkable. Absolutely nothing memorable. There are SO many other hotels in LA that offer pristine service and rooms that dont overlook the mechanical room in this price range. I don't mind paying big money to feel welcome and at home even if my room isn't special. But there was none of that. There is no reason I can find to ever stay here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to provide feedback on your recent visit. I can only imagine how frustrating it must have been for you and your father, and invite you to contact me directly as I would appreciate the opportunity to address your concerns personally. I take it very seriously when we fall short and I have reviewed your comments in detail with my team.
My sincere thanks once again for your feedback and kindest regards.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.