We were visiting Los Angeles for my first time and picked this based on the location as we are Starwood Preferred guests and SPG AMEX holders. We pulled up in our rental car and the valet and bellman couldn't be nicer. But as soon as I walked in and went to the front desk, I knew this was no ordinary hotel. The place is beautiful, the rooms are gorgeous (but I agree put some light in the bathrooms), even the employees are beautiful but they are all like stuck up robots! The front desk girl spoke to me like I was a child, the hostess and the waitress in Tres acted like they were too good to serve you. And the waitress at the pool wanted nothing to do with us when she realized we weren't spending hundreds of dollars on a bottle. We've been to W's and Westins all over the country, Caribbean, and Hawaii and have never encountered staff that think they are better than you like that. I will say, Scott at the pool and Dan the driver were awesome. Them and our bellman were probably the only staff that didn't blow us off because I only had a Tory Burch bag and not a Chanel. The prices are very high (one mojito & water at the pool cost $40 because they shame you into buying an $11 bottle of Evian when you are thirsty) but we expected and didn't mind that. We have money, but will not be spending it here again. The staff takes the whole "this is Beverly Hills" stuff wayyyyyy to far. To fellow SPG members: I wish I would of booked the W Westwood instead.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 10, 2013
I'm so sorry to learn of your unfortunate experience with us during your recent visit to SLS Hotel at Beverly Hills. I can assure you, we pride ourselves on our service excellence, and the way in which you were treated is extremely disappointing to hear. I will be personally speaking with our management team to further investigate the ambassadors you spoke with. I want to ensure no future guests experience such treatment. We do hope you will consider a second visit with us so we can show you how magical SLS truly is. Please do not hesitate to reach out to us to further discuss the details of your stay. You can reach us at firstname.lastname@example.org. Thank you, and again, my sincere apologies.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.