We were actually enjoying our Los Angeles vacation at this centrally located hotel. All the staff had been friendly and helpful. Though the room was very dark, the beds were comfortable and the bathrooms spacious. The concierge graciously offered the use of the house car (a luxury BMW) to take us to a nearby restaurant. The sofas in the too-trendy lobby restaurant were a nice spot for a leisurely breakfast. We decided not to fret about the fact that there were no dressers in the room and instead relied on four luggage racks so we could live out of our suitcases for four days.
HOWEVER, it all changed when one morning, we found all our cash stolen from our wallets in the room. When we went to downstairs to report the theft, the concierge barely looked up from the computer screen to mutter "sorry that happened to you" and went right back to zombie-land. After a few questions from the security officer, who said he would launch an investigation, there was no further helpful communication from the hotel. Each time we called to find out what was to be done about this occurrence, there was a new "manager" who seemed to have no information about it and a new security person on duty who had no further information. At any other quality hotel, there would have been a call or note or gesture from management to reach out and formally express some kind of response about a crime that took place under their watch. In the case of the SLS Beverly Hills, there was nothing, not even a small offer of remediation or gesture of understanding that such an event might have tainted an otherwise fine experience. Maybe the offer of a few Starwood points, a complimentary meal, even a simple fruit basket for goodness sakes ... ANYTHING to acknowledge that someone cared about our relationship at all. We left with the feeling that, while their marketing material says it is "service-oriented," the SLS has only the veneer of hospitality without any understanding of what that truly means.
- Official Description (provided by the hotel):
- SLS Hotel, a Luxury Collection Hotel, Beverly Hills offers guests a luxurious and elegant hospitality experience in the heart of Los Angeles' vibrant landscape, located just a block from The Beverly Center. ... more less
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- Also Known As:
- Sls Hotel Los Angeles