I have mixed feelings about the Pink Palace.
I absolutely loved the room, a bungalow suite, which was both spacious and luxurious. The quality of the fittings was second to none. The bathroom was possibly the best I've ever experienced, though the cheap portable TV in there seemed like a hasty afterthought. Breakfast, served in the Polo Lounge, or brought to the room, was fabulous. The quality of the food was second to none.
We were highly amused to see the star tour buses pass by the bungalows - no doubt we have appeared in several pictures where people were hoping to star-spot. Bad luck, it was just us!
The cachet of staying somewhere as famous as the Beverly Hills Hotel makes it worth a visit, once at least. We never boasted, but when people ask where you're staying... well... they did ask! It's worth it just to watch their reaction.
Unfortunately, I think the hotel is let down by the level of service provided. It is inconsistent and I wonder if there is a tacit two-tier system in operation.
We had some problems at check-in, which did get resolved satisfactorily but it took a long time (3+ hours) and a complaint to the duty manager to get it fixed. We had to change room and until this happened we couldn't unpack or settle in. Until I spoke to the manager, I felt that my complaint wasn't being taken very seriously and we were being fobbed off. I am certain that would not have been the case if I was a celebrity and we wouldn't have had to wait several hours to have problems resolved. I'm confident that the problem would not have arisen in the first place if I was a celeb. Having said that, once the manager was on the case, things happened swiftly and we were adequately compensated for the inconvenience caused.
I sometimes got the distinct impression that the staff were only being nice because they expected a very large tip. Although this is relatively common in the United States, that doesn't make it acceptable. I certainly wasn't expecting it to be overt at the Beverly Hills Hotel and it left a bad taste. However, in other cases, the staff couldn't have been nicer - especially the bell-staff, parking valets and gardening teams.
In summary, the Beverly Hills Hotel is a fine hotel, but something is missing. It lacks the class of other top hotels, which really excel on service. It feels like they've bought all the right stuff and that should make it the best hotel in the world - but it doesn't.
Would I go back? Maybe.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 26, 2012
Report response as inappropriate
Thank you for taking the time to update us regarding your stay at The Beverly Hills Hotel and Bungalows. We are so happy you had a great stay and the food and the rooms fulfilled your expectations.
We are sorry to hear there was an issue with your check in...on occasion during busy times the previous guest does not check out at the time we are expecting them to so this creates a delay in our preparations for your stay. All of our customers are VIP's, not just celebrities and unfortunately at times rooms aren't ready due to unforseen circuymstances related to the previous guest. This happens to all hotel guests at times and cannot be avoided. We certainly didn't intend to make you feel like your issue wasn't being resolved, and the Duty Manager has the proper authority to resolve complicated issues that arise so we're pleased it was resolved.
With regards to your comment on tipping, our staff is happy to service each guest to ensure that everyone is having a great experience. We have guests from all over the world and with that comes different customs with regards to tipping and our staff is not accustomed to recieving tips from each guest. Tipping is entirely up to the customer so by no means should you feel otherwise while at The Beverly Hills Hotel. You are our guest, and we are here to serve you any time, day or night.
I also wanted to let you know we will be quietly renovating all of the guestrooms, 30 at a time, as well as the lobby, Polo Lounge and pool area over the next few years. This year is our 100 year anniversary so to celebrate we will be doing a little nip and tuck after our 100 year anniversary celebrations conclude. :-)
Thanks again for your review and we appreciate your business tremendously. We hope to see you again soon. All the best.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.