Shutters is aesthetically everything you want in a beach hotel - beautiful beach views, music at sunset, beach access, charming rooms, comfortable beds and generally well appointed high-end cottage decor. However the service was a little spotty for a hotel of it's caliber, it's like each department/ individual was guided by their own service playbook. If you frequent 5 star hotels there are some basics of customer service that you come to expect but oftentimes Shutter's missed the mark. Special requests were sometimes met with attitude, trouble checking in, our hotel room was not serviced until 5:00 pm, waiter at hotel restaurant reminded us to include gratuity (as if!). These service mishaps were woven between some very good service - friendly faces, opened doors, understanding management, etc. However the inconsistent service made the experience a little less than perfect. My perception was that those who knew better (or cared) did better, and everyone else was just winging it (or didn't care). Either no consistent service protocol or no accountability. All in all, the good slightly outweighed the bad so I will definitely try it again when back in LA.