A friendly staff, a perfect service. Gym is one of the best amongst Santa Monica hotels. Pool looks great a night and the Resort Fee is totally worth it for you get bikes, good Wifi, good coffee and a house car service which more than compensate. Kudos to the service and attentiveness of Norma Faria at the restaurant, A+.

I checked out of the hotel on October 31st and upon my departure, I spoke to the front desk and explained that I would be checking back in on Monday and was arriving early and requested an early check-in so that I could shower and prepare for my afternoon meeting. He made a note and told me it wouldn't be a problem. I arrived on Monday, November 4th and was informed that my room wasn't ready. I explained that I had spoken to someone on Thursday and was told that a room would be ready when I arrived. I explained that I would take any room as long as I could get a shower etc. He went and spoke to the manager and said that they had a room on the 2nd floor. I said that was fine. Upon getting to my room I realized that it was basically on the ground floor with a neighboring property's pool which made me feel uncomfortable and didn't feel safe. I went back to the front desk, this was around noon and explained that I didn't feel comfortable with a ground floor room, again he went back to speak to his manager and said that was the only option and that if something came available they would contact me. Of course, I never heard from him or the manager. This is very disappointing that you wouldn't address my concerns for my safety and consequently, I won't be considering your property for future stays. Also: on a side note, I was on the Bonvoy app and it asked my how my stay was going and I clicked on the unhappy face and explained the situation and I never heard from anyone. Don't ask for feedback if you're not going to take action on the feedback.