We recently returned to the FS Los Angeles for a second visit at this hotel. Our 3 night experience was far below the standard we expect from this hotel brand. We were originally booked to be there for 6 nights, but checked out after 3 nights and went to The Peninsula Beverly Hills. What an amazing hotel the Peninsula is.
To start, the FS preferred partner benefit of a one level upgrade was discouraged by the arrogant front desk attendant. He said we wouldn't like the upgrade location as it was close to the elevator. The next level up was offered at a "great deal" of an extra $100 per night - the exact same price as shown on the website. Tacky. We settled for our premier balcony room, but asked for a quiet location. We have recently had a lot of personal stress at home due to a death in the family, and we were looking forward to a peaceful, relaxing trip.
The room is tired-looking, the furniture seems dated and cheaply made. The mattress was in need of a replacement, and way too soft. My back was in bad shape after three nights. The bathroom was small, with only one sink, and felt cramped because of its awkward design. Strangely, the hot/cold indicators in the shower were reversed. The tub was not exactly clean, and had dirty tub marks from non-slip coating used. Housekeeping was having technical issues with their computer system, so our preferred times were not met. One day our housekeeping started at 8:30 a.m., while we were having breakfast, thus evicting us from our room until after 10. And turndown came hours after our requested time. Shampoo/soap was not replenished in the 3 nights.
The location of the room was overlooking the east side of the hotel, with a nice view of the mountains. However, I made a special request through my travel agent for a western-facing view. Unfortunately, we didn't realize until our second day that the room overlooked a construction site, that started demo at 8 in the morning and went all day. Jack-hammering, breaking concrete, bull dozers, etc. When we discussed this with front desk staff they just looked bewildered. It’s not very ethical to fail to advise people of ongoing construction next to the hotel. Especially when we asked for a quiet room.
The upkeep of the rest of the hotel was shocking in many ways. The condition of the pool deck was surprising early one morning at 7 a.m. - dirty band aid stuck next to our chair, massive clumps of hair on the ground, dirty tissues. Public hallways seemed like they hadn't been vacuumed in a while, flowers outside of elevator were dead for days before they were replaced, patio spaces didn't look swept. We walked outside around the hotel and were surprised at the back of the hotel, it seemed so run down and not what you would expect. Random drink glasses sat on the planter boxes next to the side walk. All things that could be easily fixed with additional maintenance/cleaning staff. It just felt like the hotel was cutting corners.
Hotel Bar and Culina Restaurant
This is where the hotel shines. The bar staff were awesome, engaging, lovely. One annoying thing, the music is very loud, even in the morning for breakfast. We asked if they could turn it down when we were the only patrons in the bar at 5:30 p.m., and the manager came over to say they couldn't turn it down. It's almost as if they were trying to deter people from lingering too long. Again, same problem in the morning, it became a daily exercise to try and find the quietest spot on the patio. Sitting inside was not an option for the music volume was worse inside.
We ate dinner at Culina twice. This restaurant is really great! Our waiter Michael was excellent.
The complimentary house car was not available 3 out of the 5 times we asked. No big deal, since we just took a taxi to local restaurants spots. On the contrary, the car at the Peninsula was available every time we asked.
The concierge is excellent. Thanks for making us dinner reservations and information about tourist attractions. Unfortunately the dress code for Culina is not posted on their website so my husband had to return back to the room to change into long pants and closed shoes. Too many visits to Hawaii, and we thought dress shorts would be okay (I would never let him do that in Toronto so LA shouldn't be any different! :). I checked the website and nothing was posted, so I told him it was okay.
I doubt we will return to this FS hotel because cleanliness and room aesthetic means a lot to us. If you want excellent bar/restaurant service, and a great concierge you may be happy at this hotel. If you plan on spending a lot of time in your room during the daytime, ask for a room away from the construction site. It looks like it may be going on for a while.
Overall, if you want a high-end experience, go to The Peninsula (by the way, drink/food prices were higher at the Four Seasons).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 9, 2013
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Thank you for sharing your feedback with us here on TripAdvisor. First and foremost we want to take the time to share our condolences with you and your family regarding your personal loss. We know that times such as those can be quite stressful. As such, we’re glad to hear that our concierge team was able to provide you with great recommendations for exploring the city – Los Angeles is a wonderful place to unwind and immerse oneself in. We also greatly appreciate your kind remarks regarding the restaurant, and please know that we have taken the appropriate steps to remedy the situation regarding the dress code. With that being said, however, we are disappointed that your overall experience did not meet your expectations. We know that you were able to speak with our Guest Relations Manager during your stay, however wanted to take a moment to further address some of your concerns. We apologize that the construction taking place off property was at all disruptive during your stay. This matter is of top priority to us and we are diligently working to find solutions and ensure that the construction does not affect the guest experience. We were sure to share your comments regarding the condition of the rooms with the appropriate person(s) and departments and are looking into the best ways to address them. We appreciate your understanding of technical difficulties our housekeeping team incurred, but wanted to reinforce how important your feedback was and is to us and as mentioned previously, will do all that we can to ensure that these matters do not occur in the future.
If there’s anything further we can help to assist with, or if you have any further questions or comments, please do not hesitate to contact me at the email address provided below. Speaking on behalf of our Four Seasons team, we do hope that we will have the opportunity to welcome you back and provide you with an experience that not only meets your expectations, but exceeds them.
Social Media Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.