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at the SLS Hotel, a Luxury Collection Hotel, Beverly Hills
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Horrible stay . Don’t come!!
Sep 26th, 2020
Worst experience ever. Zero amenities, no bottle water or coffee or ice anywhere except by room service only. Terrible rude management at restaurant ( manager Ricardo is rude ).Weed usage reeks entire hotel, guests smoking cannabis in public, at pool, at lobby in restaurant and management did zero enforcement . Massive party in room with over 20-30 people per room in multiple rooms in entire hallways, underage girls coming and going, police had to be call by guests after midnight to have peace and quiet. Over price water ($11 per bottle )n drinks($25 per drink) at pool. Terrace Restaurant drinks water down and food mediocre . Never coming back. Seedy motel not 5 star. TRIPADVISOR.COM USER
Luxury - You are Kidding Me!
Sep 21st, 2020
We were booked into a king room with terrace ($450 pn) for one night. The room wasn't ready on arrival, but that was ok as we were a little earlier than check-in. We were directed to the roof top terrace where they had a bar, cabanas, seating, etc. The pool and area around it was packed, i.e. no social distancing, no masks, although I did see those looking for a drink were turned away by the bar staff if not wearing a mask. When we finally got to the room, it was very tired looking with old worn out furniture - so much for 'luxury'. When I went out onto the private terrace I couldn't believe my eyes. It looked like someone had dumped the trash out there - used tissues, plastic cups, cigar and cigarette buts, wrappers. You get the picture. My wife then found what I assumed to be the previous occupants belongings in a drawer. So much for the cleaning and sanitizing of the room. I complained and was told someone would come up and clear the trash. I said if you think I'm staying in this room you are joking. There were no other terrace rooms available I was told so were eventually offered a 'premium' king on the top floor. Ok I said as there didn't appear to be an option. The manager it seemed was not available. The room was fine, newer furniture and appeared to have been cleaned. We wen out for dinner that evening and thought everything was now ok. Little did I know. The party started in the next room and several rooms along the corridor at about 1:00am. The shouting, screaming, cheering, doors slamming continued to around 5:00am, when after 4 phone calls to the front desk, management and security finally did something about it. On the last call to the front desk I said if you think I'm paying for the room after no sleep then think again. Pass it on to the manager. Just to rub it in I received the bill at full price to my email shortly afterwards. At check-out a few hours later I was ready for what I knew would be the inevitable argument. The front desk greeted me with "did you enjoy your stay sir?". I politely explained that no, I was not happy with the stay and why. " I wasn't here last night sir so wasn't aware of your problems". The day manager was also unaware, so no communication there. I guess the assumption was that the matter was forgotten. The manager to his credit, was apologetic and said he too was disappointed. When stating I was justified for not paying for the room, given no sleep was possible, he said he could offer a discount, but could not credit the whole room. We settled at 50%, which was 50% more than I should have been charged. I generally like Marriott, but for what is billed as luxury hotel it was hugely disappointing. If anyone is considering staying at this hotel, I would consider an alternative. You would probably get a better nights sleep and better service at a Motel 6. TRIPADVISOR.COM USER
DO NOT STAY HERE, BETTER HOTELS IN LA!
Sep 10th, 2020
I don't even know where to begin. This hotel has absolutely los all standards and should be shut down IMMEDIATELY. Marriott should rethink their affiliation with this SLS. I had numerous issues but I will highlight the few that matter the most. The hotel was disgusting and not properly cleaned. When booked a terrace room and to our surprise when we walked in the room was not cleaned very well. The terrace had cigarette ash all over the table, the inside of cigar under it, trash all over the patio. This was my first red flag. (See attached pictures) Next, we went up to the pool and it was A MESS. Honestly, I have never seen anything like this. Their were dirty pool towels EVERYWHERE and food just laying around everywhere. Guests were left to clean up the area they wanted to sit if they wanted to sit down. Locating towels was nearly impossible and they only gave one per guess. They only had two employees at the pool, one being the bartender and the other the security guard. There is no possible way either employee could do their job and take care of the cleanliness of the pool deck. During COVID, there should be a member at the pool full dedicated to making sure the premises stay clean. I have traveled to many hotels/resorts this summer (DURING COVID) and this is by far the worse stay I've had. Every other hotel was serious about and took extra precautions to ensure guests felt comfortable during their stay. The only thing I can say the SLS did in regards to adding extra protocols is wrapping the remote in plastic. With Marriott's "commitment to clean", I am not sure how this hotel is flying under the radar. I truly think the city needs to inspect this property as I don't think they are truly operating to the right level of safety and diligence during these trying times. There are many five star hotels in LA, save yourself the headache and check out one of them. In full transparency, the SLS did offer money back on my stay. However, they should have given a full refund or offered a stay at another property. The management team should be embarrassed. They need to up the staffing and provide better service all around. The lack of urgency and empathy at this property was unfortunate. TRIPADVISOR.COM USER
Not worthy of Marriott affiliation
Sep 8th, 2020
Do not waste your points or money. I was shocked by the poor level of service, especially for a Starwood-legacy property. Everything about the hotel needed help. Dead plants in the entryway. Peeling paint in the pool area. Scuffed walls in the room. I was staying in room 713 and was denied 4 pm late checkout, which is a guaranteed benefit for Marriott Titanium Elite members. Management was rude and confrontational. It’s shameful that this hotel is part of the Luxury Collection brand. Absolute trash. I’m so upset. TRIPADVISOR.COM USER
Horrible service! my worst hotel experience to date.
Sep 6th, 2020
This is the absolute worst hotel stay I have ever had and I'm shocked its at a "5 star" hotel. Our bed type was switched without confirming with us, simple birthday surpise requests weren't done let alone not communicating with us that they weren't going to be able to follow through. Our bags never made it to the room, no one helped us with our bags once we went to the front desk, no one answered the phones our whole stay. While we checked in the man checking us in never made eye contact and acted like he was doing us a favor by doing his job. The pool attendant was rude and had an autheritorian attitude vs treating us like valued guests. The pool had no music so the atmasphere was strange. I felt so unwelcome and here and its an absolute shame because the hotel itself is beautiful. DO NOT WASTE YOUR MONEY HERE the service is subpar and my birthday trip was honestly ruined by how the staff treated us. TRIPADVISOR.COM USER
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