I tried to stay here for my wedding night but their customer service was horrible.
I called many of the Boutique Hotels in Santa Monica and I thought Shangri La Santa Monica was going to be my number one choice but their customer service over the phone left a lot to be desired. I called to ask about specials and rates for like a romance package for this very special night I was planning and the response of the person at the front desk was like "ahh...I'm not sure if we do that but I guess you could ask our concierge" and was like "OK" so he patched me through.
But when I called the concierge it rang three times and then went to voicemail, which I thought was odd. (In my experience the concierge should be the pinnacle of a hotel's customer service NOT a position who doesn't pick up the phone.) In any case I left a voicemail and expected a call back later that day, but it didn't happen so I started calling other Boutique Hotels in the area. I ended up calling the Shangri-La 2 more times to give the hotel another shot but still the phone rang without anyone picking it up. On the voicemail it said to Press "0" for immediate assistance, which I did but then it hung up on me. Absolutely horrible.
Finally, a full day later the concierge from the Shangri-La called me back after I had already made a reservation at the Oceana in Santa Monica. I said to her that it would take a lot to change my mind about the decision but she persuaded me that she should talk to her GM about making me a better offer. After several more hours of waiting she got back to me and basically said that the Romance Package could not be offered to me. Meanwhile, the Oceana offered me a free romance package and put me in a much nicer room than what the Shangri-La was offering me. I can see why the Oceana gets much higher reviews on this site than the Shangri-La
<b>In the final analysis here is what the Shangri-La needs to work on:</b>
-Routing calls correctly - the front desk should've probably routed me to reservations rather than concierge in the first place.
-Better response time from the Concierge desk. ( I don't know if this means hiring addition concierges or what but it needs to be better). To not receive a call back from the concierge during same day is just not acceptable.
-Fixing Mistakes - If you say you are going to fix a mistake then actually do something different, don't come back to the customer and offer the same thing you did before. Make the situation better.
In any case we are really looking forward to staying at the Oceana in Santa Monica and probably won't ever stay at the Shangri-La because of their lack of customer attention. They need to step their game up!
- 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