of TripAdvisor Travelers recommend this hotel
Thank you for a pleasant stay! I will definitely recommend this hotel to my colleagues when they plan trips to the Santa Monica area. I alos appreciated the updgrade to an ocean view - slept so soundly listening to the waves all night!
"The Shangri-La Santa Monica Rocks!"
Adrienne was simply the BEST! The entire hotel staff was just AMAZING! The rooftop bar was just to die for -- best view of the city! Hotel was in a great location too - We could not have been more pleased!!! we will be back!!! that is for sure!
"best partner of staying in Santa Monica"
We were so happy to stay at Shangri-La. Staff are so professional and and so kind to advise us what to do and where to go. Their driver is awesome. So polite, friendly and punctual. With their support, we could make our stay so enjoyable.
"Very disappointing return!"
This was our 3rd stay at hotel Shangri-La. Our two previous stays have been wonderful, but this time, things were a little different. We believe Trip Advisor reviews play an important part in deciding where to go and what to do and in that spirit, we have decided to post details about this stay. 10 months prior to staying, we contacted the hotel directly to make an advanced prepaid booking for an 'Ocean view suite with kitchen' for 2 adults and 2 children. We were emailed reservation confirmation documents for this room type. On arrival, we were told there was no record of us booking that room type, and we had been placed in a room with 1 bed. We were told they were fully booked and had no other rooms available. The hotel knew that 2 adults and 2 children were staying, as concierge had arranged transport from LAX for us and had also emailed a confirmation just a day or two prior to our arrival. It wasn't until we handed over a copy of their system's reservation receipt that they would accept that we booked with them directly. A front office staff member, Courtney, was trying to locate another room and also looking at the option of room moving other guests to accomodate us. This took the better part of 15 minutes, with no outcome. Courtney decided to contact management. The GM was not available, but the F&B Manager was on site. The 2 front office staff (Laila and Courtney) were talking in front of us about what they could and could not do to rectify the situation and attended to other matters and took numerous phone calls. Laila refused to allow Courtney to room swap, all whilst we were sitting in front of them. Sadly, not a very professional front end, and certainly not what we had experienced on previous two stays. After many more minutes passed, the F&B manager said they would arrange a room for us, but it would be on the highest floor, which had apparently been taken out of order as they were about to renovate. We became aware that other rooms were also occupied on this same floor, that was supposedly not available. The F&B Manager contacted the GM by phone, to make sure this arrangement was 'ok'. The F&B manager took us upstairs to the rooftop bar... all 4 of us sat here for approx. 2 hours while the room was 'made ready'. He was generous enough to provide snacks and drinks whilst we waited for more than an hour after normal checkin time. After the 2 hour wait, we were asked to go to reception to collect room keys. We were asked to hand over credit cards and identification again. Apparently they did not get what they needed the first time, on check in. We questioned the need to hand over these items again and then Courtney's manner changed from previously somewhat helpful to downright condescending. We went to our room and it was still not what we had booked and paid for - it was partial ocean view. Unfortunately, housekeeping had only placed sufficient towels in the bathroom for 2 guests... Again, we would have hoped that housekeeping would have been made aware of the number of guests, apparently not. We went out for a while to eat in a local restaurant. When we came back, a bowl of fruit and 2 bottles of sparkling water had been delivered, together with a generic laser printed 'welcome back' card. One would think that possibly, and just possibly, that the GM or Duty Manager may have apologised for the monumental screw up, but no... nothing. Needless to say, we did not dine in the hotel's restaurant on this stay. There are plenty of better options only a short walk away. We were informed by locals that the rooftop bar on the hotel has become the main focus for generating revenue and that the hotel is not run the same way it used to be. We have read other reviews where guests believe they have been downgraded at checkin, with the hotel selling their original room at a higher rate. We believe this is what happened to us, as it was a long weekend. Sadly, what should have been another memorable experience and one that we were looking forward to, turned out to be anything but. We won't be going back, there are lots of nicer places to stay in Santa Monica, with better reputations.
My husband and I were thrilled to visit Santa Monica and experience the VIP Onyx Bar that we purchased before hand during our Valentines Day. We heard great things and they definitely lived up to its potential! Our experience was well worth the VIP cost, given that the manager on duty, Justin, took great care of us and catered to our needs with unbelievable precision. He not only ensured that our visit was perfect, but he seemingly produced a fabulous evening for the other surrounding guests and couples as well in the VIP area. It was exclusive and perfect. The vibe was fun, dining/lounge area was clean, food & drinks were delicious, and management was superb. Thank you Justin and thank you Hotel Shangri-La for making our Valentines Day experience a memorable one!!
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 12:00 PM