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“Excellent city hotel - some poor service”

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Montage Beverly Hills
Ranked #8 of 15 Hotels in Beverly Hills
Certificate of Excellence
England
Level Contributor
29 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
“Excellent city hotel - some poor service”
5 of 5 bubbles Reviewed September 15, 2010

We really enjoyed our stay at the Montage. We felt like we were in an oasis of calm in a hectic city.

The hotel is well positioned for Beverly Hills and easy to find. The valet parking and bellboys were very efficient - our car was always waiting when we got downstairs.

Check in was fine and our two rooms were large and next door to each other with a connecting door which is always helpful when travelling with children. The decor is a bit "italian fancy" but fits in with the surroundings.

The spa is amazing and you get free entry if you are staying even without a treatment. I really wish I'd had more time to spend there.

My son was impressed with the rooftop pool - they pipe music in under water which is very exciting if you are 8.

Our only issues really were with the service.

Breakfast was extremely expensive (our room credit sometimes didn't cover a standard breakfast as the drinks were so pricy - we ended up having to choose juice or tea rather than both) and the service could be exceptionally slow depending when we arrived. One memorable morning we were there for 1 hour 25 minutes!

The pool bar service was dreadful - we wanted a cocktail at 5.30 and almost had to beg to get one as they had closed up. When they did arrive they had decided to do them "virgin" rather than with alcohol - not what we ordered but we couldn't be bothered to wait another 20 minutes while they changed them. Ended up with an expensive fruit juice. The staff at the pool were extremely unhelpful and resentful if you asked them anything which disrupted them chatting with each other (like where the towels were). So not good at all. But I imagine the staff there changes and so it may be better next season.

We also asked the front desk to book some tickets for us as we couldn't print off our laptop. After waiting hours and checking a few times it proved too much for them. In fact the front desk seemed to try hard but not get anywhere with any queries we had. They also got our final bill wrong fairly massively and it was only because we went through each item that it became apparent that there was a problem - other people may have just paid it as at a glance it seemed quite plausible.

I would definitely stay here again but hope that the staff had changed and become a bit more helpful and competent.

  • Stayed August 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Magda70
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MontageBH1, General Manager at Montage Beverly Hills, responded to this review, September 16, 2010
Good Day,

Thank you for your recent visit to Montage Beverly Hills. We appreciate your feedback and apologize for the issues you encountered during your time with us. I want to assure you that we truly appreciate your feedback and make every effort to correct any concern that is not to our standards. Montage Beverly Hills prides itself on providing truly customized service with a keen attention to detail, and I apologize that you didn’t experience this during your stay.

Please call me upon me on your next visit, and you have my personal commitment to ensure a much more positive experience. We look forward to making your future stays more memorable, and we to welcoming you back to Montage soon.

Warmest regards,

David Hoffman
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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670 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Cheshire England
Level Contributor
62 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 113 helpful votes
3 of 5 bubbles Reviewed September 8, 2010

Having stayed at the Montage in Laguna Beach previously and Peninsula in Beverly Hills, was disappointed with the decor which when you entered the elevator area was decorated with trompe l'oeil painting of curtains and faux statues in the lobby. When asked, the staff stated they were try to recreate old Hollywood, but it felt totally fake, compared with resorts such as Pelican Hill Resort in Newport Beach and even the Montage in Laguna.

The entrance felt dark and gloomy as did the lounge with its old fashioned decor and lighting, certainly would not return for a drink - glass of wine here was 12US, the dearest we have encountered in the States where we were for 3 weeks.

Upon arrival, even though we booked with local agent who guarantee room upgrade at time of booking, when we said we were not too fussed with our room, we were reminded on a few occasions that we had been 'upgraded' which is highly impolite. As we understood it, that was what we had booked.

We eventually were given room with large stain on carpet which was never removed despite promises.

Despite not many clients, service at the restaurant by the pool was extremely slow, and even though we had been given breakfast credit as part of our package, their prices were the most expensive any where in the US we had visited.

The manager did deal with my complaiints in a good fashion but I would have to think really hard about returning and may await reopening of Bel Air or return to the Peninsula which feels really classy in comparison.

  • Stayed August 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Marsha123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Athens
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed August 23, 2010

Montage BH is propably the best city hotel in the world, I have stayed in countless 5 stars hotel worldwide but it is better than all of them, service is fantastic, rooms despite classic decorated are state of the art and very big, concierge,housekeeping and staff in general are very friendly, with personal service. Location is the best in Beverly Hills being quiet and next to all the action at the same time. We were really very sad to leave this hotel and we hope that we will have soon the chance to stay there again...

  • Stayed August 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank misor17gr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Teaneck, NJ
Level Contributor
128 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 110 helpful votes
4 of 5 bubbles Reviewed August 22, 2010

What a difference 6 months make. I posted here in Feb '09. enthusiastically lauding this hotel and telling the world how great this property is. Well, the hotel still looks magnificent, still has the same perfect location and still has fantastically -run concierge and bellstand desks--taking beautiful care of the rich and gorgeous who need their cars and reservations and fed ex packages. (Kudos again to Nick and Calindra!). Parq retaurant and the terrace area are still great for breakfast and lunch and coffee....both food and service wise.

BUT, the front desk, room service and housekeeping get demerits, so much so that I question what is going on....and even went to the managers during my 3-day stay to discuss this with them as a concerned and observant return guest. Room service trays delivered without the requisite glass of ice water, and not on time, and bread baskets filled with rockhard inedible bread. Great to have a suite with living room, but gotta make sure housekeeping puts a remote in the room. And spening $300 plus on a treatment at the sexy spa only to be assaulted with the sound of jackhammers as I wiggle out or my robe in the womens lounge? And appetizers in the lounge that don't match the descriptions on the menu so that the vegetarians get wrong ingredients? And to have the smell of smoke infiltrate the bathroom for my entire stay on a non-smoking floor?? Tried speaking with front desk staff--chris, joseph, etc, lots of apologies and kind smiles, but the problems did not go away. Nor did they attempt to make it up to me in any way---a botle of something would have gone a long way.

Someone needs to quickly focus on how to run this hotel when it is fully occupied. $500 a nite is mucho money if standards are not maintained. I may try this lovely spot again on my next LA trip, to give them another chance. WAKE UP GUYS. You are sitting on something amazing, but you are losing your grasp.

  • Stayed August 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank NomadicNina
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MontageBH1, Manager at Montage Beverly Hills, responded to this review, August 30, 2010
Thank you for taking the time to share your recent experience with us at Montage Beverly Hills.
Your appreciation and commendation has been shared with the concierge and bellman staff, and we are glad they provided you with fantastic service. All your feedback is very important as we strive to make every guest’s experience perfect and apologize for the issues you encountered during your time with us.

Please accept my sincere apologies for the excessive noise that disturbed you during your spa treatment. The construction across the street should be completely finished in the next upcoming months. Your comments on the shortcomings of our Food & Beverage department are very helpful for our team. Additionally, we make every effort to keep our hotel a smoke-free zone, and I am sorry we let you down.

Please know that we pride ourselves on personal attention and creating a memorable stay for all our guests. I hope this experience will not tarnish your view of Montage Beverly Hills, and that we may have the pleasure of welcoming you back in the future. If you would like to further discuss the issues you encountered, please contact me directly.

Sincerely,
David Hoffman, Hotel Manager (310) 860-7814
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
washington dc
Level Contributor
134 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 99 helpful votes
5 of 5 bubbles Reviewed August 18, 2010

I visited Montage Beverly Hills recently to celebrate our wedding anniversary. When we arrived, the bellman knew our name and wished us happy anniversary! Check in was seamless and we were personally escorted to our room. The accomodations are incredible!! The bedding is luxurious and the linens are the highest of quality. We both slept like babies during our entire stay. The bathrooms are large and well equipped with state of the art fixtures and the amenities are high quality. The soaps are like creme and all the amenities were luxurious. Breakfast is a sheer delight. The staff is professional and attentive and Jeremiah, the waiter we had most days was truly memorable and caring. The brux pancakes and gingerbread pancakes could easily make me fly to the hotel from the East for breakfast alone. The concierge staff is highly attentive to guests needs and Mark, Jason and David who I had the most experience with at concierge took care of all restaurant and transportation needs to the highest of excellence. At each restaurant they reserved, we were given special attention as Montage guests. Every staff member in the hotel was always warm and greeted me and my wife with a smile and a good morning, good afternoon or good evening. Terry Hill, the guest relations manager is incredible. She is constantly monitoring guests needs and is quick to do whatever to make sure each guests stay is memorable and that each guest is "treated like a star". When we left the hotel, the only way to curb the tears was to make another reservation. My compliments to Mr. Hoffman for assembling such an incredible staff and to teach and motivate each employeee to be so caring and wonderful. Dont forget to eat the incredible desserts created by famous pastry chef Richard Rustak. He is an expert chocolateer who has been honored and recently was on CBS Early Morning News. His chocolate is "too die for"

  • Stayed July 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank tarbash
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Los Angeles, California
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed August 11, 2010

A fantastic location close to Rodeo Drive and the glitz and glamour of Beverly Hills/Hollywood. When we arrived the receptionist personally showed us to our two rooms ( family of 5 we needed interconnecting doors ). Rooms were very spacious, electric controlled curtains and all the amenities of a true 5 star operation. Pool on the roof with jacuzzi is wonderful, staff will remember you by your name. Concierge and valet car parking were delivered courteously and efficent, nothing was too much trouble. This hotel truly deserves its 5 star badge as it pays attention to detail and the customers needs. Housekeeping even placed a complimentary bookmark in my wife's reading book at the page she was at when the book was left unattended. Will definetly return and will be our first choice stop when returning to LA.

  • Stayed July 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank castlejaguar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
Level Contributor
37 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
4 of 5 bubbles Reviewed August 4, 2010

Our Stay at the Montage was great,we stayed from 1st to 6th of July.
The service is great and our Large suite was very comfortable although quite expensive over $1000 incl tax and etc..... We also really enjoyed the Mercedes car program they have where they lend you a car for your stay with some suites.
What differences the Montage with most the hotel staff are friendly and efficient, They will remember your name on the second day.
Restaurants were good, Gym facility was impressive as well.
Great location , being a block away from Rodeo drive.
Concierge service was great, ( Sherry i think) helped us alot and was very pleasent.

The only negatives during our stay was that, one day the pool was full and we waited for a while for beds and then just left because no one got back to us letting us know what the situation was. The other was on our check out , July 6th in the morning , the lady checking us out seemed very cold and a bit rude. I told her I did not recognize a phone bill on $9 on a $7000 bill and it seemed to be a big problem. This was the only staff problem during the whole trip.
All in all I recomend this hotel to anyone going to Beverly Hills. It feels intimate and personal like what hotels use to feel like, not like some Hotels these days that are like supermarkets.
I will return.

  • Stayed July 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Silver1881
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Montage Beverly Hills

Property: Montage Beverly Hills
Address: 225 N Canon Dr, Beverly Hills, CA 90210-5301
Phone Number:
Location: United States > California > Beverly Hills > Beverly Hills
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Family Hotel in Beverly Hills
#3 Business Hotel in Beverly Hills
#5 Romantic Hotel in Beverly Hills
#6 Spa Hotel in Beverly Hills
#7 Luxury Hotel in Beverly Hills
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Montage Beverly Hills 5*
Number of rooms: 201
Official Description (provided by the hotel):
Steps from Rodeo Drive, the luxurious Montage Beverly Hills features 201 guestrooms, inclusive of 55 suites; two restaurants including Chef Geoffrey Zakarian's debut West Coast restaurant, Georgie, and The Rooftop Grill; a 20,000-square-foot, two-story Spa Montage Beverly Hills featuring L.RAPHAEL; Paintbox, the exclusive children's program featuring themed days, indoor and outdoor activities; and a rooftop pool with breathtaking views of the Hollywood Hills. ... more   less 
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Also Known As:
Montage Beverly Hills Hotel Beverly Hills
Montage Hotel Beverly Hills
Beverly Hills Montage Hotel

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