We stayed three nights. Here's the bad:
Welcome was non-existent. Nick: Curt, aloof, detached young man at the desk.
Nick not willing to help with our "spa package". Said he would follow thru but never did. It wasn't until the next morning that we resolved the issue with a female at the desk.
Small rooms, in need of updating and a real 'decorators' touch.
2 waters, 2 oranges and 2 cookies in basket upon arrival. Not replenished. For $300. per night, it is simple pleasures and details that make a difference.
Really loud traffic from PCH.
"Balcony" is not one. It is a pathway thru to all the rooms with a bench. No privacy.
Breakfast ends at 10:00. 11:00 is better for people who are on vacation and wanting to 'relax'.
Parking can be challenging.
Here's the good:
Exceptional two hour cocktail time. Good choice of wines, delicious appetizers, different every night.
Zack....a staff member was exceptional and helpful. Smiled, good conversationalist and it showed he loved his job. He has only worked there for one week.
Beautiful and lush grounds, lovely pool area, simple, small, but nice spa.
Good breakfast but certainly not gourmet. Chef could be much more creative.
If you want to see the ocean, you must be on the second floor. You will be looking over roof tops be...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 20, 2012
Even though it is clear that Casa Laguna was not a good fit for this couple, we appreciate Lynne L taking the time to share her opinions. When we see a review with these types of criticisms that is totally out of line with our typical reviews, we know that the guest would have been better suited to a beachfront big-box resort with a bellman and an expansive room with matching laminated contemporary furniture. As anyone can tell from reading a few of our 412 5-star reviews, that’s not Casa Laguna.
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Responding to the Cons in order: All of our guests receive a warm welcome followed by a personal tour of the property as they are escorted to their room. Nick has been a Guest Service Associate with us for many years and is well-versed in Casa Laguna’s acclaimed guest-first service concept. We have never seen him be anything other than friendly, polite, and responsive to guest’s needs. The spa issue occurred because the guest did not ask for a particular online special package in advance, a requirement that is clearly stated in the package description. As is the standard of our industry, these specials and packages are intended to incentivize guests to book with us, and it would be counterproductive to apply this special package pricing to everyone who requests it after arrival. This guest became angry and confrontational when Nick stood his ground on the issue, which we would presume to be the cause for their criticisms of him.
Each arriving guest receives a “welcome basket” containing fruit, cookies, and water. Water and fruit are replaced each day during linen service. There would, of course, be no such replacement on the final day prior to checkout. However, in any case, the guest need only call the front desk to request any of those items (within reason) and they would be delivered post-haste.
Regarding room size/décor, the balcony, and our sprawling ocean views, I would refer the reader to our recent prior reviews and to the photos on our website. We do not represent that we have private balconies, and guests rave about our Catalina sunset views.
We serve our full gourmet breakfast for three hours each morning—7am to 10am. Since 11am is check-out time, and since guests who are not checking out are usually heading out by 11am to enjoy their day, we do not see the need to extend breakfast service. Casa Laguna’s chef and breakfast was recently praised in a NY Times article and a well-known NYC restaurateur requested one of her recipes so that he can serve it in his new restaurant. We think that answers any questions about her level of gourmet creativity.
We are so sorry that our inn was not a good fit for this couple, and we once again encourage all travelers to carefully research prospective hotels by taking time to study their website (including policies and restrictions) and read a number of their reviews before booking accommodations.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.