"From the moment before I even arrived, the service was exceptional. Ekaterina went above and beyond to make sure all of my room requests and preferences were taken care of. She even ensured my room was ready for my early arrival and arranged a beautiful welcome setup that made the stay feel truly special. Her attention to detail and genuine care for guests really stood out. Upon arrival, I was warmly greeted by Matthew at the front drive, who remembered me from my stay last year — such a thoughtful and personal touch that made me feel welcomed back. The hotel amenities are fantastic, and I especially appreciated having access to the spa changing rooms and showers after checkout, which made my departure day much more comfortable and relaxing. I absolutely love this hotel and can not wait to be back!"

"Let’s start with the positives, restaurant staff at dinner and breakfast, service and food is brilliant, bar service drinks are excellent. On checking in at 3pm I asked if the room had a sea view I was told no, I explained that I booked a deluxe room which showed a sea view picture and asked if I could be upgraded to sea view as I am a diamond all Accor member if available I should be upgraded foc after 20 minutes they found a room upgraded to a suite but said I couldn’t check in until they move the Fitbit into my room (free fitness wear), I waited until 4.30pm over 1 hour, I returned to the desk asking what was going on finally I am given the keys to the room. This was in the old part of the building palisades which I purposely didn’t booked the sea view was at a distance blocked with a tree and the fit bit that I had to wait over an hour for was not in the room. The room was so dated it wouldn’t go out of place in a museum and the blinds were thick of dust. We decided to go out for a walk for a few hours and on my return we agreed we would check out in the morning. We returned at 9pm and I asked to speak to the manager, I explained the situation and he was very understanding said we could check out with a refund but could I give him a chance to rectify the situation as he did have a room available with a sea view, this was now 9.30pm The room be it smaller was a perfect view exactly what I thought I had booked but upgraded with a balcony, we moved all luggage, I also explained to the manager that I had emailed concierge 3 times in the week before we arrived for restaurant recommendations and had zero response, he kindly arranged dinner for us that night. I also asked why they didn’t place the welcome gift in the room for diamond members not that this really bothered me but they are suppose to, I’m unsure why this hotel are even part of the all Accor benefits as the front of house clearly ignore it, this room was available when I checked in, but they chose to put one of there loyal members in a old room in a part of the hotel I did not book. On check out my bill was wrong diamond members receive free breakfast and I had to ask twice for this to be removed and explain why. In summary front desk do not want to help you, they do not listen to their guests, restaurants great, manager so helpful, but unfortunately I will not return to this hotel again I travel a lot but I would rank this as one of my lowest experience for front of house check in and recognising loyalty in the world."

"So excited for our upcoming stay next month, but want to give a shout out to the in- house reservation ladies. I have been researching 5 star hotel options across Beverly Hills, Malibu, Santa Monica & Santa Barbara. There's no shortage of options & it made planning this trip difficult. Just now made the decision to go w/ this property & can't thank Megan and Ainsley enough. Above 5 star service was given. Both were so professional, incredible at communications, beyond competent, so friendly & efficient. They went above and beyond to find the perfect set up for my family at the best value. We will stay here because of them. So appreciate the help & kindness!"

"Awful beds, awful decor, cramped rooms…. Abysmal hotel. Water ain’t even hot."