There are certainly positives about this hotel. Great location, very friendly housekeeping, and valet staff. But that is not enough. Although the room we stayed in was large and the hotel apparently underwent a recent multi-million dollar renovation, the decor was missing something. There was no art on the walls and the workmanship in the bathroom was poor. The towel rack kept crashing to the floor. The day of our checkout was frustrating and ruined an otherwise relaxing getaway. Due to a meeting of ours running late, we called the front desk to request a later check-out. They simply refused. Mind you, this was a slow Monday morning. What really shattered the peace was the fire alarm going off every 5 minutes or so with such piercing frequency, my ears were ringing for days afterward. A call to the front desk to ask how long the cacophony would last was answered with, "all day". Certainly safety mechanisms need to be checked and maintained, but guests should be alerted to this in advance so other arrangements can be made.
Upon check out, amidst the deafening fire alarm, I wanted to let the staff know that I was disappointed that no effort had been made to accommodate my request for a slightly later check out. Rather than showing good customer service skills, the woman checking us out basically said that was policy and she couldn't do anything about it. When I mentioned that the handling of the situation left a lot to be desired and that I would be contacting the Small Luxurty Hotels of the World, to whose Club I belong, and chose the hotel based on their listing, the front desk woman, Chamian, was quite rude and suggested that being listed on such a site was inconsequential. No attempt was made to ease our concerns and Chamian simply stated that she wished she had stayed home and called in sick. Another couple who were staying at the hotel came to the front desk to ask how long the fire alarms would be sounding, only to be told "all day" and they were offered earplugs. They were speechless and we were taken aback at how poorly the situation was handled.
Later in the day, when I called the hotel to share my concerns with the general manager, Chamian answered the call and placed me on hold for so long that either the call was dropped on my phone or she hung up on me.
I have contacted Small Luxury Hotels of the World so they are aware of the experience of one of their members so future travelers may seriously reconsider their choice of this hotel.
- Official Description (provided by the hotel):
- Overlooking the Pacific since 1939, Hotel Shangri-La is a dramatic beacon of Art Deco beauty, Hollywood allure, and Los Angeles history. Perched on a high bluff, mere steps from the beach, this timeless Santa Monica boutique hotel has undergone a meticulous $30 million redesign -- promising you an idyllic haven of rejuvenation. ... more less
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- Also Known As:
- Hotel Shangri La Santa Monica