of TripAdvisor Travelers recommend this hotel
"It's pretty good"
I really wanted to rate it more stars but they need to update the rooms a bit. Stayed in a palisade suite. Room was tired and worn out. Needs quite a bit of updating. Location of hotel is phenomenal, staff were very helpful. Pool was nice. Overall, I would stay there again based on service and location but rooms are not up to typical fairmont standards.
"I liked it; I got annoyed by it; yet, I know it is good"
Excited to stay for a night here -- Having booked through Amex Concierge, I was hoping for early check in (tho not guaranteed). Arrived early (which Amex alerted them too) and was told by front desk attendant (who didn't seem to be in welcoming mood) that our upgraded room was unoccupied and it wouldn't take more than two hours to ready it. While I thought that was a long time, I gave them the benefit of the doubt. Two hours went by and we checked back and it was still wasn't ready. Going through inspection, he said. Probably no more than 30 minutes more. Finally got in to our room (after being helped by concierge Ryan) yet had to call twice for our bags and asked twice for dog bowls for our dog. The bellman (very friendly) who brought our bags out of storage asked if we needed anything and we just asked for water -- which we had to call down for again. Little things like that. It does mar a stay. The place is nice, other staff members good and friendly, the vibe is very California beach town yet high end. BUT, and a big but, could use a bit more of a makeover or upgrade. A beautiful property and has a lot going for it, but needs some smoothing out of its older edges. Last thing. When we returned from a walk we realized our door keys were locked out. We had late checkout -- yet they froze our keys right at noon. Not a way to end a stay.
"I just wish they were better than just being friendly"
Indeed the staff is friendly. However, that may be it. The property itself is just about average. The airconditioning is suboptimal. The rooms may need a little bit more design touches to look cozy or inviting. The common areas are typical of any chain hotel. There is nothing in the hotel that says it is different from any other hotel other than its location along Ocean avenue. The service is lacking. The front desk, usually the best indicator of things to come failed miserably . We were promised a call or a text when our room is ready but we never got any update even after the promised wait time came. When we came up to him, he asked us to remind him again who we were. Our bags took forever to get to the room from the time the room became available. Asking for something from the bell desk takes forever. Friendly is nice but I didnt come to a hotel to make friends, I was looking to be pampered with service, or maybe, even just looking to believe I am actually being pampered even if I was not.
"Location stunning but everything else not there..."
We were there for 10 days and one couldn't ask for a more stunning location at the corners of Ocean and Wiltshire Blvds in Santa Monica. However, the hotel is clearly a high use property and it is showing signs as such, the lobby area is a bit on the dark side and is organised oddly with the checkin area in the back left when you enter. The bar area is always busy and serves proper cocktails at a reasonable price point. Fig, the main restaurant on the property, seems to always be busy. The food is very good but the service is quite slow. On multiple visits, we had to ask 3+ times to be served and as many times to get the bill-this despite at least 3-5 people seemingly hanging around doing nothing. The last day, we went to have breakfast there and were told that the wait would be 10 minutes to be seated despite the fact that we saw 6-8 empty tables and no one else waiting...instead, we left and went to the bar - which serves the exact same menu and does it in a fraction of time with better / more attentive service. If you are in a hurry, I highly recommend this option. The rooms are ageing. And, south side ocean rooms are exposed to the outdoor nightclub on the property which is very popular and LOUD! If you are looking for sleep, do not let yourself get booked on that side of the hotel. They offer great am paper service (NYT, LAT, FT, WSJ) but again, it took me calling 3x to get it right after confirming it 2x on checkin. Also, if you are planning to head east into Beverly Hills/Hollywood Hills, this is not the place to stay. The commute can be anywhere from 25 minutes to over an hour (more likely) each way.
"Ocean front, sterling service, hip hotel"
This is my favorite hotel in Santa Monica. Whatever I'm doing, it is always such an uplift to drive into the carriage drive and be greeted personally by one of the staff. They canpt do enough for you - or your pet including dog treats and a dog bed. I like the restaurants, the spa in the hotel and the location. The rooms are good but not magnificent. Parking is astronomically expensive. Overall, still my favorite hotel.
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