the Marriott acquisition has ruined them :( poor service, rooms not ready and disability accommodation requests not being met. If you can go anywhere else, do so. It’s now a $200 Vegas hotel masquerading as quality.
I am writing this from the SLS lobby. I arrived at 5:20 pm, well after the hotel’s already late and inconvenient check-in time at 4:00 pm. The front desk said my room was not ready — still with housekeeping. They said it would be another 30 minutes. Come on. 5:20 pm for a $720 room and it’s not ready and will take another 30 minutes? I acknowledge the check-in people were apologetic about it. But this is the last thing one wants to deal with after nearly two hours of crazy rush hour LA traffic from LAX to Beverly Hills.
Terrible experience trying to cancel a stay booked through American Express Platinum. Amex says to call Marriott who says to call the hotel who says to call Amex. Very unhelpful and no useful options offered, not even a credit with the hotel. I am Gold Elite and have stayed at the hotel before. If this is how SLS treats its loyal clients, this is not the place to stay
We just checked out after 6 days at the SLS. It started great and just continued to get better. Car valet pricey but great service throughout stay. Our check-in was handled by Elizabeth. She was friendly, and remarkably accommodating. I checked in early without issue and having elite status and was upgraded without question. IN the next 48 hrs 3 other extended family members were checked in by Elizabeth, all with the same great experience. Before leaving Elizabeth, let me add, she worked 5 of our 6 days in the hotel, knew me by name, and continually was looking to help me or my family. Great service continued at the pool primarily by Carlos, Trevor and Tess. Carlos was a drink maven and stopped what he was doing to help me inspect ingredients on items to assure they worked with my special diet. Trevor also offered great pool service, and even when I thought my young grandchildren were starting to pester him for orange slices he said, "they're guest of the hotel. If they want orange slices they get them!" Our family now quotes Trevor. Tess handled a couple of rounds of drinks, also maintaining a very friendly demeanor in spite of being very busy. Throughout our stay, nearly every single hotel team member said hello with a smile; from front door to housekeeping and maintenance. Trip closed out today with a nice SLS breakfast in the front lobby restaurant. Natalia waited on us and went out of her way to accommodate our specialized diet without fuss. Mason greeted me by name and with a smile at the car port on check out. Already sold on this being our best hotel experience ever, when we arrived at airport, my wife realized her ear buds were left in the room. 30 minutes later, we're already tracking their return to Chgo. Bravo SLS Beverly, their team and management!!!…
Hotel itself is nice, but they need to improve simple things like labeling the direction to get to your room. Also don't expect to be greeted warmly like a valued guest if you run into Eddie at the front desk. Not only was he generally a smug person, but he has no idea how to de-escalate a situation and no idea what customer service means. I had planned a long stay here but I'll be looking for another hotel for the remainder of my five-night trip. Eddie absolutely ruined the experience and no one else from the front desk even bothered to apologize. Customer service here is definitely not on brand with "Luxury Collection". I couldn't even begin to imagine being disrespected at Ritz Carlton as I was by Eddie and the rest of the front desk crew on Wednesday, 5/19.
The minute you walk in you're greeted with the upmost respect and appreciation! Julien was one of the girls at the front desk who made sure that all our requests and questions were addressed. Tiffany was also there to assist and both of them were always cheerful! Definitely would rebook this hotel.
Great location & Rooms are big and .Stayed here twice in span of 7 days . They allowed to leave items in cloak room without any charge . House keep is limited - need to call them to get the rooms cleaned .
I was initially hesitant about booking SLS Beverly Hills as there are mixed reviews from other Platinum/Titanium/Ambassador member that it was a hit or miss but decided to take the leap. Prior to us arriving, I exchanged a few correspondences with the hotel as I am coming in with my wife and our little daughter and SLS replied so promptly. We were greeted upon check-in by the director of front office operation, Adey Adewinmbi and being Titanium we received a nice, spacious suite upgrade. I read some reviews about cleanliness not up to standard, but ours was really clean, we couldn't fault it! We chose breakfast as welcome gift and their avocado brioche toast was so good!! We had it everyday! Although the pool area is wonderful, we didn't get the chance to swim as it was very windy when we were there but I'm hoping to try it on our next trip! They also offer house car that can take guests within 3 miles radius. Overall, the SLS Beverly Hills definitely has exceeded our expectation. Kudos to Adey Adewinmbi and his team. Will definitely stay here again next time we are in LA.…
Dated. And dirty. Not a good combination. Lobby, entrance and breakfast area is ok. Room…really, really bad. The carpet was so filthy and dusty I had to place towels behind the nightstand (sits some inches from the wall between the 2 beds) and a towel covering floor on each side of bed, as to contain the dust swooping up. Got sneezy and nose started itching within 20 minutes of setting foot in the room. A mirrored sliding door gives some visual shelter to the bathroom vanity area. Any sound in bathroom, you’ll hear. A pin drop. Where the bedroom carpeted floor meets the bathroom floor along the sliding door…. ingrown dirt… and water coming from bathtub travels along the floor and lands on the bedroom rug. Black mold visible. Nothing short of a health hazard. The ONLY thing this hotel has going for it is the staff. They hired well. Like I told the front desk manager— no amounts of apologies can offset the extremely poor condition of that room, however I do appreciate the effort. He offered breakfast “on the house” and $50 credit - nice gesture but … I rather a CLEAN space any day and pay full price. Needless to say, we arrived midnight and could not get out of there fast enough once morning came. This hotel needs to remove the word LUXURY — false advertisement.…
Had a very nice 3 night stay at this property. Yonnie (pardon my spelling) was so sweet at the front desk checking me in/out. My 1BR suite was fabulous. Bed was super comfy. Housekeeping staff was great. I worked from the room so the only negative for me was the tiny table. Breakfast was also really good. Would certainly return.