We visited family in Westlake Village last weekend and had to choose between the Westlake Village Inn and the Four Seasons. Our family recommended the former, we chose the latter. Probably a mistake.
Visually and from within, the hotel can't be beat. Our room was well appointed, great linens and super comfortable. The common areas, spa and grounds were wonderful. This is a hotel that really lends itself to pictures. Couple great photos with the Four Seasons brand and that probably explains why most would choose this hotel over others in the area. Staff is another Four Seasons asset.... always helpful and informed.
Unfortunately there were several problems with the hotel or at least our experience last weekend. First - location. The hotel is essentially in a business park bounded on one side by a large highway. The size of the property coupled with smart landscaping and design softens this issue but it still remains a problem. The Westlake Village Inn and Hyatt are located on the other side of the highway in more of a residential area with golf course, lake and parklike setting.
Second problem - noise. We were in room 334 - AVOID ANY ROOM EVEN CLOSE. It was located above the Lobby Lounge where an event was taking place Saturday night with a heavy base going 'til after midnight and rocking every room even close to the event. We complained at 11pm, were told it would end by midnight and were given comp breakfasts the next morning. The music did stop then at 1pm it became clear there was completely insufficient soundproofing between rooms - the party in the next room was talking with an overseas party and we could hear every word. Security visited the party in the next room but it was clear that the problem was not with sound level within the room but with soundproofing. At 8am the next morning, cartoons started in the room on the opposite side of us. Front desk staff offered to move us at 3am but we were just to tired to contemplate such a move.
Third problem - food service. We had the breakfast buffet Sunday morning in the Lobby Lounge. At $29 each plus the cost of espresso coffees, juice, etc. and being at the Four Seasons, we expected great things. We started off with coffees made with Lavazza beans in Lavazza cups.... not a good start. Let's just say no one searched the world for fine coffees and came up with Lavazza. The selection on the buffet was not only poor but the display was dreadful. Baked goods including breads clearly were produced off site (baked on site) then loaded onto a cheap looking Ikea cart. What fruit (melon, watermelon, pineapple) was provided was of high quality but limited in type and again, sparse and poorly displayed. The primary food items included an omelette bar, french toast, a vegan frittata, bacon, and a veggie patty. Note to F/B manager - check out the buffet breakfast at the Fairmont San Francisco.
Fourth problem - ownership. Robert Murdoch. Need I say more. Scumbags may hire first class hoteliers to run their properties - this doesn't change the fact they are still scumbags. I suspect most people wouldn't care about this point - it is an important issue to us.
As one might expect from the Four Seasons, the front desk manager was professional and very understanding and provided us (and several other hotel guests) with a certificate for a complimentary deluxe room on our next visit. I expect our next visit, given what we know, will be much more enjoyable.
Avoid any room close to special event facilities!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 21, 2012
Thank you for bringing your concerns to our attention. We were especially grateful to have the chance to speak with you during your visit and work to resolve your concerns during the visit. The unfortunate noise disturbances have been addressed by senior management and upon your return visit, we are encouraged your experience will improve. We also appreciate your feedback regarding the Farmers Market Breakfast experience. Upon your next visit we hope you have time to enjoy our Sunday brunch which offers a greater diversity of menu selections. We look forward to your forthcoming return to Westlake Village and the Four Seasons Hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.