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confrontational customer relations
katherine from kentfield gave it a 1 out of 10 - reviewed Nov. 17, 2012
upon checking in, i requested internet fee be waived, the person assisting me said this was not an option. it is a problem for me that luxury hotels nickel and dime guests, especially when lesser accommodations do not charge guests for internet. While i realize this is a personal gripe, where the hotel went wrong and why i chose to walk out and find different accommodations was with how the front desk staff handled this. even though this was handled with the woman checking me in, her co-worker beside her decided to involve himself and was very confrontational. for a moment i decided to shrug his ill manners off, moving on to my room, but as i rode the elevator up to my floor i thought because of his attitude and bad manners, this hotel did not deserve my business. when i came down to ask them to refund my stay, he again berated me, rather than apologize. with so many other better choices in santa monica, i will not return to this hotel.
Location very good, on the beach in Santa Monica
Victor from Bucharest gave it a 5 out of 10 - reviewed Aug. 27, 2012
Service from front desk very poor, including from desk manager. Attitude is CAN'T DO this, that, etc.
Location is amazing, but that's all.