I visit Santa Monica for work often, and with the multitude of choices in the area, I don't think I'll be returning to The Shore.
Don't get me wrong - the styling of the place is well done. Very modern, very clean and current. The location is great, situated directly between the beach and the promenade.
In terms of comfort, though, I feel like this place has a long way to go. The service is lacking. In my 3 night stay, and my interaction with 5 or 6 employees, I felt a general lack of hospitality training and emphasis on guest service. I know what kind of service to expect at a 4 star hotel, and this wasn't it. This was Holiday Inn level hospitality. On a map, you'd find it just slightly north of indifference.
I made my reservation by phone. I wouldn't recommend doing that. The reservation for one person in my party was made incorrectly, and both the front desk and manager seemed nonplussed that this error was now going to leave us without a room we needed, as they had sold out in the meantime. They were able to resolve the situation the next day, but it was their *treatment* of the situation that killed me. "I'm sorry, there's nothing we can do. We sent you an email confirmation." Do you know what helps put a customer at ease at a moment like this? Expressing your dismay at the error. Genuinely apologizing. Communicating that you understand and feel a sense of urgency to resolve the situation. It helps if you care, but failing that, at least make me feel like you do.
The lack of a restaurant, room service, and bar also killed me. I sort of feel like this place shouldn't be open yet. When making the reservation, I was told I'm receiving a promotional rate because the restaurant and bar aren't open yet, but they do have room service. LOL. It's not room service... It's take out menus for restaurants that may or may not deliver to the hotel. One attempt at ordering yielded a meal 90 minutes later. Another attempt resulted in a call back saying the restaurant wouldn't deliver but we could order from a similar place.
Then there were the little inconveniences... The gift shop that wasn't open in the evening or even at 9am when we really needed a travel item, etc.
I feel like stronger hospitality management and real room service would go a long way here. Then I think I might return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review and for your valuable feedback. We take full accountability for any shortcomings in our guest experience yet given the way your situation was actually handled we are saddened by the inaccuracy’s within your review. During our soft opening it was hugely important to us to create a 5 star customer service experience focusing on a personable level of hospitality and service second to none that 250 reviews have alluded to in our short existence. This was and always will be our primary focus. We have a team that was trained and educated heavily in upscale hospitality management and has come to Shore from the world’s most prestigious resorts to ensure the experience we created is truly second to none.
Subsequently we take full accountability for errors made on our end and do everything in our power to rectify them as we will never accept guests leaving unsatisfied.
Upon your arrival you noted the length of stay of your reservation was not accurate on your confirmation. Without hesitation we began looking into extending your stay despite your occupancy. We were happy to be able to extend your stay with us. The quotations in your review are simply words that none of our experienced hoteliers would ever say, in fact they give all of us here reading it chills. If there is inaccuracy in any reservation situation our entire team is heavily trained to take full accountability and takes great pride in doing anything and everything to rectify the issue as we did prior to you leaving the front desk upon your arrival.
We are happy to arrange meals for our guests from any of the areas amazing restaurants as we await our restaurant and bar opening in early July. We apologize for the time it took for your food to be prepared and agree that the time it took is not acceptable. In regards to your order due to the length of the time it took we comped your entire meal as we felt this was not acceptable and took full accountability for the delay which was not acceptable.
We understand errors are made and apologize for any issues you had during your stay. We assure our guests creating a guest experience second to none is at the core of our team here at Shore Hotel and anything less than an excellent guest experience will never be acceptable for us. We hope to have you back in the near future for our grand opening in July for our new restaurant and bar!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.