Let me start out with the good because there was good. The hotel is very elegant looking and classy. The Sunday brunch was amazing and the best I have ever seen. Everything you can imagine was there and not only was it there, it was the best of the best! Being a St. Regis that is what I expected and what one would expect when paying close to $1000 a night. BUT NO SIR! The brunch is where the excellence stopped!
The ENTIRE staff of the hotel were rued and demeaning.
I am a member of SPG gold and JP Morgan Palladium which was is suppose to be VIP partner of theirs. I got treated liked crap at check in and triple talked that I was getting a upgrade. The host was so glad to tell me a got a 5x upgrade. BUT, I explained that is the suite I paid for, how is that an upgrade? It was explained to me instead of the garden view I would get a gold course view...I asked whats the difference in the room for this 5x upgrade, nothing but the view. Fine, I got to the room - it was nice and as expected but for the torn rough towels, the view of a trailer park, and the headlights from cars glaring in your windows. Maybe when you go to a "top" resort that is what you expect, but sorry not me, I didn't realize I paid for the servant quarters. The butler service...don't get fooled, its room service with a suit...lol. Instead of saying operator when you dial 0 they say butler service. Seriously?
We sought to have dinner in Stonehill, their Michael Mina restuarant. We were told there was a 30 minute wait, so we waited patiently. After 40 minutes past with us standing there we were told it would just be a couple more minutes. While we waited no one pasted us once to leave. Once we walked in it was EMPTY! That wasn't the only joke on us. It took another 16 minutes to get a glass of water, yes we timed it! We got the water after we flailed my arms. The food was nothing but average and the famous jidori chicken as visibly over cooked and dry. After the waitress came over to ask how everything was, we explained the chicken was dry, she gave a sad look said sorry and walked away! Unacceptable for a TGI Fridays and especially unacceptable for a St. Regis at the unacceptable price. If food is average and service sucks, what was I paying for????
But that is the apparently the modo of the hotel. Everyone politely asks how is everything, but when you tell them 'not good' instead of asking how they can fix it, they give a sad look and don't ask or care how they can fix it.
At check out - same thing didn't care in the least that my stay sucked when I expressed it. He didn't even ask why!!! BECAUSE THEY DON'T CARE!
Check your bill twice - they made several "mistakes" on my bill. Obviously not in my favor. They just happen to forget my credits from my credit card company...
UNLESS YOU LIKE BOOKING SUITES IN EXPENSIVE HOTELS AND LIKE GETTING TREATED LIKE A BUM THAT HAS TO GO AROUND THE BACK FOR STALE BREAD, THERE IS A RITZ DOWN THE BLOCK - BE WARNED, STAY THERE, NOT HERE!!!
I stayed in the resort view which was a view of some trailer park in the distance - Chose the ocean...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We are sorry to hear about your recent stay at the Resort. Suite Award points are issued by SPG and apply to executive suites and unfortunately in this case the St. Regis suites were not part of the program. As far as the wait time with dinner, we will be mentioning this to management to make sure this does not happen again. We appreciate your review and will do our best to fix the issues.
The Executive Team
St Regis Monarch Beach
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.