I stayed here late October for 5 nights with a trusted travel companion, and overall my second stay at Santa Monica, and I would have to honestly say that this is one of the best hotel experiences that I have enjoyed here.
The hotel itself is located just three blocks away from Santa Monica Pier and Third Street Promenade, yet is on a relatively quiet location. (Note: even though the hotel is next to a freeway, the traffic noise is remarkably to a minimum level!)
What really stands out on this hotel is the customer service, and they really commit to themselves (that is, the reception / bell desk / waiters / housekeeping / technicians) exceptionally well, and with such an assertive attitude and reassuring politeness!
A couple of prime examples of this excellent hospitality were the following:
First example: From the moment that we are checked in, the staff handed us a complimentary chocolate chip cookie, which is simple, but a nice, lovely gesture, as their way of saying welcome. They also have acknowledged my request that I have put in that I was celebrating my 30th birthday, and provided me with a birthday cake (chocolate flavored with glazed strawberry), complete with a birthday card. A truly amazing experience that I have enjoyed, and I did not honestly expected that this level of service would happen!
The other example was when the television remote control did not operate on the living room of our hotel. The hotel has what they refer to as a 'Careline', where you can call for even the most finicky requests (like requesting another chocolate chip cookie!). I contacted the Careline service to address the problem, and within five minutes, the television technician showed up and fixed the remote control without any problems. The whole process took about 10 minutes to fix.
Both examples justifies that this hotel would go above and beyond to help their guests, and are always attentive in their duties!
Another big plus about this hotel that I find was the natural lighting, which complements the clear windows at the top of the lobby and within our hotel room. Truly a wonderful, fresh feeling!
Overall, we find our stay a very pleasant experience, and should I travel to Santa Monica again, I'd stay at this hotel again in a heartbeat!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you very much for taking the time to write such a glowing review about our hotel's customer service -- extremely appreciated. Hopefully, you can join us again for your 31st Birthday!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.