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“Horrible service. Doesn't live up to the St Regis standard.” 1 of 5 stars
Review of St. Regis, Monarch Beach

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St. Regis, Monarch Beach
5.0 of 5 Resort   |   1 Monarch Beach Resort Dr., Dana Point, CA 92629   |  
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Ranked #4 of 9 Hotels in Dana Point
Tokyo, Japan
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
“Horrible service. Doesn't live up to the St Regis standard.”
1 of 5 stars Reviewed July 20, 2013

We just arrived at the St. Regis Monarch Beach and have been utterly dissapointed with their welcome. We arrived at around 3 pm and the check in line was long and messy. Our room wasn't ready and the lady who checked us in was like a robot, not even apologizing once. We went to the beach club to wait for our room which was nice. I liked the beach club. When we came back at 4 pm, only one of the rooms was ready (we booked a suite with a connecting room) and once again, the check in lady did not apologize once. My husband went to the concierge to ask for a golf tee time, and instead of arranging one, she gave my husband the phone and asked him to speak to the golf club himself.
When we got to the room, the 'executive suite' did not have a separate sitting area like we were promised during booking. It was more like a large deluxe room.
We tried to book the restaurant Michael Mina and the restaurant directly for a reservation at 7 pm, the hostess was really rude.
Our butler was really nice. His name was Che Duran and he was really helpful.
To sum things up, we are cutting our stay short and moving out tomorrow to another resort in the area.

  • Stayed July 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SRMB, Executive Offices at St. Regis, Monarch Beach, responded to this review, July 24, 2013
Dear Bianca91173-
Thank you for your recent review. We sincerely apologize that your stay encountered so many issues, this is not typical of our service standards. Your comments about the check in process, room readiness and your associate encounters will be shared with management, however if you feel there is anything we can do to change your mind about a return stay with us please don't hesitate to reach out to our Executive Offices directly at 949-234-3301.
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1,186 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Cedar Rapids, Iowa
Senior Contributor
46 reviews 46 reviews
21 hotel reviews
Reviews in 25 cities Reviews in 25 cities
31 helpful votes 31 helpful votes
4 of 5 stars Reviewed July 19, 2013

Great views,Nice pool,easy location for golf. Once we get past that there are a few hiccups. The hotel is not easily marked and is difficult to navigate at times. Hotel and lobby staff were super.
We were in a group of 50-- first night 8 of us went to Motif Restaurant -- HORRIBLE service. 1:45 to get salads,3 hours total. One of us told them to forget his entree... We complained and were given a free drink. Later in the trip others had a similar experience. Food was average.

Room Tip: I had a suite on pool level... nice room but no view
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  • Stayed July 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SRMB, Executive Offices at St. Regis, Monarch Beach, responded to this review, July 24, 2013
Dear Randy N.
Thank you for your review and your recent stay with us. We sincerely apologize for the challenges you faced in Motif. Your experience and comments will be shared with management to avoid this type of guest issue in the future. We hope you will visit us again soon.
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Eden, Utah
Top Contributor
76 reviews 76 reviews
15 hotel reviews
Reviews in 31 cities Reviews in 31 cities
43 helpful votes 43 helpful votes
4 of 5 stars Reviewed July 18, 2013

We have traveled extensively over the past few years, and have stayed in many top of the line hotels. I admit we are becoming "hotel snobs", but if this St. Regis wants to be compared to the very best hotels, they could be better.
We loved the lights that signal to make up the room or do not disturb - nice touch. The bathroom was lovely, as was the room. However, we were given a room that could not have been further from the desk....the very end of the NW wing, ground floor, no view, and no privacy unless you wanted the black out drapes closed all the time. And while close to the pool, we had to go all the way around to get in, or back in because the gate near our room could not be opened from the outside. That should be changed. Who do they think might go in there...guests??? Oh NO! We felt like the poor relations.
Can you believe that they no longer rake the seaweed off the beach because some bugs might b disturbed??? With the bug to human ration something like 1,000,000 to 1, I'm not too worried about the bugs. And the sea weed smells.
The food was good, and the restaurant on the beach was very nice. Beautiful views. Gorgeous golf course. Service at the restaurants, and at the pool was exceptional. Beautiful grounds. Hence my rating. Very good overall, but could have been better.

Room Tip: Do NOT get ground floor, the only views are middle section facing W, and south section facing NW, al...
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  • Stayed July 2013, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SRMB, Executive Offices at St. Regis, Monarch Beach, responded to this review, July 24, 2013
Dear christineineden-
Thank you for your review and recent stay. You comments about the pool gate will be shared with our engineering department, as the gate should allow access from the outside. We apologize for the inconvenience, but thank you for your kind words about rooms and grounds. In regard to the seaweed - the decision to keep it is not ours but is mandated by the CA coastal commission. Again thank you for the review and we look forward to a return visit.
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Chicago, Illinois
Contributor
19 reviews 19 reviews
8 hotel reviews
Reviews in 11 cities Reviews in 11 cities
15 helpful votes 15 helpful votes
5 of 5 stars Reviewed July 18, 2013

The St. Regis Monarch Beach is an experience that everyone should have at least once. The staff at this hotel is the most attentive that I have experienced anywhere. My room was luxurious, the setting is magnificent and the facilities of the property lack for nothing.

I loved it...but I think you've figured that out by now.

Room Tip: I didn't have an ocean view but that wasn't a problem. We spent a lot of time on the verand...
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  • Stayed July 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SRMB, Executive Offices at St. Regis, Monarch Beach, responded to this review, July 18, 2013
Dear SL-from-IL:
Thank you for visiting us and thank you for the review. Come back and visit us soon, as we believe you (and others) should experience our resort and its amenities more once. Warm Regards!
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Denver, Colorado
Senior Contributor
33 reviews 33 reviews
13 hotel reviews
Reviews in 23 cities Reviews in 23 cities
16 helpful votes 16 helpful votes
1 of 5 stars Reviewed July 18, 2013

Like so many of us I am a frequent traveler, Starwood Platinum and have high expectations. The property is beautiful overall. The grounds, pools, golf course and views are spectacular. It needs an update though. The carpets are worn, doors with too many coats of paint, decor is dated, you get the drift. I found a bug in my bathroom - disgusting. Cell phones do not work in your rooms, or mine didin't. I called to ask if this was normal and was treated so rudely I hung up. Then I called and left a message to speak to the manager. NEVER heard from him/her. That is completely unacceptable. Food is o.k. You are paying for the views and grounds. Honestly I don't know the area very well but for this price this got to be something better out there. I still can't over the fact that a Manager did not return my phone. Even at an Aloft or Sheraton they would call immediately.

  • Stayed July 2013, traveled on business
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SRMB, Executive Offices at St. Regis, Monarch Beach, responded to this review, July 19, 2013
Dear Mcall1234-
Thank you for your stay and your recent review. We apologize that your stay did not meet your expectations and would love the opportunity to discuss the challenges you encountered. After reading your review our General Manager specifically looked for your message and contact information but was unable to locate any communication from you. If you feel so inclined please reach out to the Assistant to the General Manager at 949-234-3301 or jamey.pilon@stregis.com.
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Leesburg, Virginia
Senior Contributor
45 reviews 45 reviews
20 hotel reviews
Reviews in 23 cities Reviews in 23 cities
28 helpful votes 28 helpful votes
5 of 5 stars Reviewed July 17, 2013

Our family of 6 just spent 4 fabulous nights at this truly luxurious resort. The grounds look and feel like a grand Italian Villa with marble on all sides, corinthian columns, massive flowing fountains, public areas filled with quiet sitting areas providing great views. The rooms are large and sumptuously appointed -- our suite had a large balcony, marble bathroom and every feature possible.

Earlier reviews had mentioned problems with the shuttle service down to the beach but with one exception our wait time both to and from the beach averaged 5 minutes which to us was fine. And by the way, Monarch Beach is the best family beach we've ever visited. Here's why: 1. The crescent shaped beach has beautiful and stunning rocky cliffs on either end making it very scenic.
2. The St Regis offers a private section of beach with chair\umbrella service, beach volleyball (it was easy for us to find enough folks for several enjoyable matches), bogey boards, and an excellent beachfront restaurant.
3, The beach itself has fine sand and warmer water than further north in Santa Monica for example. But best of all: within a short 1\3 mile of beach you can choose from small, young child friendly small waves to your right and as you move left down the beach you can choose progressively bigger waves if your kids are older or more adventurous all the way down to the far end where you can either surf or watch surfers navigate some pretty big, powerful waves. Life Guards are out in force most of the day.

Not surprisingly for such a grand resort the food and drinks were expensive but we budgeted out for a meal at the beachfront restaurant (ordering off the bar menu was cheaper and good) and then smoothies at the pool and all was superb. Within a 5 minute drive, we found a number of good and inexpensive restaurants in Dana Point.

The staff, as just about always at an SPG property were kind, welcoming and helpful -- especially the young shuttle drivers to and from the beach and the beach and pool staff. The only complaint we had was the workout room closing at 8pm which seems awfully early for a resort this nice. We asked the front desk for a key to let us in for a workout one evening and surprisingly the staffer there seemed as if this was a big ask. He complied but complained. That's unusual for staff at a Starwood property.

We upgraded to a suite and it included butler service. They pressed my business suit (needed it for a couple of meetings), provided french press coffee delivered to my room or to a spot I designated on the main patio each morning, and on our first night cookies for the kids.

Originally, we had planned some day trips but we enjoyed the resort, beach and local restaurants so much that we stayed put for all four days. Perhaps that's the best compliment I can pay this St Regis.

Room Tip: Ask for room on the 5th and 6th floor with direct views to the ocean. Suite upgrades include a butl...
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  • Stayed July 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SRMB, Executive Offices at St. Regis, Monarch Beach, responded to this review, July 18, 2013
Dear Tim P.
Thank you for your review of the resort - we appreciate the detailed feedback and look forward to your family visiting us again soon. I will share your comments about the closing time of the fitness center with our Spa Director for consideration. Please come back and visit us again soon. Warm regards to your family!
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Denver, Colorado
Senior Contributor
45 reviews 45 reviews
22 hotel reviews
Reviews in 24 cities Reviews in 24 cities
37 helpful votes 37 helpful votes
5 of 5 stars Reviewed July 16, 2013

This was the second time that I have had the pleasure of staying at the St. Regis, Monarch Beach and I was wowed yet again.

The customer service was impeccable from start to finish and the surroundings were amazing. As a Starwood Preferred Member, I was upgraded to a pool view room which I really enjoyed. The bed was comfortable, the bathroom was clean, and the remainder of the facilities were to the St. Regis level of quality.

My only regret was that I had to go home.

Room Tip: Make sure and upgrade to a pool/ocean view room.
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  • Stayed July 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SRMB, Executive Offices at St. Regis, Monarch Beach, responded to this review, July 18, 2013
Dear gbuford-
Thank you for visiting us again and thank you for the review. We invite you back anytime! Travel safe.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about St. Regis, Monarch Beach

Address: 1 Monarch Beach Resort Dr., Dana Point, CA 92629
Phone Number:
Location: United States > California > Orange County > Dana Point
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Dana Point
#3 Romantic Hotel in Dana Point
#4 Family Hotel in Dana Point
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — St. Regis, Monarch Beach 5*
Number of rooms: 400
Official Description (provided by the hotel):
Overlooking the Pacific Ocean stands The St. Regis Monarch Beach. Crowned with the Forbes Five-Star, AAA Five-Diamond Award, the resort delivers an experience beyond expectation. ... more   less 
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Also Known As:
St. Regis, Monarch Beach Hotel Dana Point
St Regis Dana Point
St Regis Resort Monarch Beach

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