My wife, 19 year old daughter and I spent 3 nights at the Shore Hotel during the week of Thanksgiving. The location is wonderful, the architecture and design is truly exceptional (and knowing it's so environmentally sound makes it all the better). Rooms were nicely sized and materials were first class. Bathroom design is highly efficient and comfortable with a wonderful stall shower. I loved the lobby and the pool. So, what's the issue?
They aren't really ready for people who are comparing it to competitive hotels in the area. You feel like you're walking through a copy of Architectural Digest, without anyone there to really make you feel at home.
First, there's no coffee. Well, there is a really low budget coffee maker in the room with bad coffee and powdered "creamer" (not even liquid creamers). Where is the design breakdown here? No budget for a Nespresso machine or even a Keurig in the room? But no problem, I'll just get a cup in the lobby. Actually no, there's no restaurant so no coffee. And no one can figure out a way to bring in a pot and put it out for guests.
Our first morning, we were awakened around 7am by a loud thrumming noise. We told the woman at reception about it, asked her to look into it and let us know because we might want to change rooms. Her response was a snide look and a "well we do happen to have some open rooms, so if it's a problem we could move you in this case." When we returned that evening, I asked the person at reception if there was any answer. They had no awareness that we had raised the issue and said it was probably the window washing and that it wouldn't happen again because of the holiday. One has to wonder why a luxury hotel would allow loud pressure washers to be used outside of guest rooms at 7 in the morning. And why they need to have snotty reception people.
And, there's no bar. Well that's not entirely true - there was a guy with a table with bottles on it in the lobby when we arrived (but we never saw him or the table of bottles again). And the Blue Plate Taco restaurant is adjacent to the hotel (though it closes down early). Valet parking is kind of a misnomer too. It means that for $35 a day you unload your car, then drive down into their parking garage and hand your keys to a parking attendant who puts it in a spot for you. Everywhere else in LA, the parking attendants take your car at the front door and bring it up for you to use.
At the end of the day, these are all easily fixable (except maybe the bar). But in the meantime, I think we'll go back to the Viceroy.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for choosing Shore Hotel and for your review. We couldn’t agree more with the sentiment of your title and subsequently ensured that we embodied our new hotel and brand around a service culture second to none that has been the source of praise from over 400 reviews in our first year. At the core of our brand we aim to create a uniquely personable guest experience providing a refreshing escape from the mundane norm many have become accustomed to while traveling. Given the amount of talent and passion we share on this team anything less than an excellent review will never be acceptable for any of the hoteliers here at Shore Hotel and we are disappointed to read your review.
We are pleased to provide complimentary in room coffee, wireless internet and numerous other amenities our competition charges guests to indulge. We are also proud to offer our guests our new on site restaurant, Blue Plate Taco. Our windows are built with the thickest and most state of the art sound resistant material available to ensure privacy from the hustle and bustle of Santa Monica should our guest’s desire. We understand the importance of creating an escape from lives daily stresses and that a huge part of doing so is a stir free sleep and morning. I can assure you that no hotel project is ever permitted prior to 11 AM nor in a manner that would disrupt our valued guests. While we do not control city projects I understand this hampered your guest experience and I apologize profusely for the street power washing that you heard.
As I alluded to earlier we aim for and expect excellence from our amazing team here at Shore Hotel and I would love to have you back with us as I can assure you your next experience will bring only the utmost levels of satisfaction. I have contacted your account and look forward to speaking with you directly.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.