It breaks my heart to write this review ... sadly 'tho, I feel compelled to. After nearly 20 years as loyal guest of the Laguna Riviera (my photo is even on one of their postcards), I feel I have no option but to discontinue my annual visits. Not because the beautiful Laguna Beach sunsets have changed, but because the accommodations I have booked for all these years have changed drastically. I have had a great experience in the past, but sometime over the past seven years, the management has changed hands and I have found them to be very inconsiderate and disingenuous. I have had problems nearly every year since then. For example, they gave my normally scheduled week to someone else and moved me a week earlier (completely without my approval); last year, they asked me to leave a day earlier than normal due to a booking error; the prior year, they took away my reserved parking privileges (and embarrassed me in the lobby in the process). In addition, little, by little, the condition of the property has deteriorated and the amenities are disappearing ... i.e. walkway railings held together by tape, thread-bare beach towels, and the once carpeted decking, now replaced by painted concrete.
I have recently returned from my regular annual stay ... stressed out and very, very unhappy. This year ... the final straw. Apparently, the Riviera has undergone some remodeling & redecorating... changes I was not made aware of. Unfortunately, the changes to my rooms were drastic, uncomfortable and incomplete. My formerly adjoining rooms were no longer adjoining; the dressing and vanity areas were completely removed; the kitchenette area no longer had a counter, nor did it have pantry storage or towel racks, as before; there was not an inch of shelf or counter space for toiletries in the bathroom; the closet & storage space was reduced by more than half (I was tripping over luggage and food all week); the smoke alarm went off each and every time I made toast (even after two requests for repair); and, the toilet seat was too small to fit on the basin.
My discomfort was quickly replaced by anger due to the fact that I had called two weeks prior to arrival and had specifically asked if there would be any surprises this year. I thought I was being cautious and pro-active in double checking my arrival & departure dates, and making certain that THIS YEAR there would be no problems. I was told everything was good. They completely failed to mention that my rooms were no longer anything like I had left them last year ... not just cosmetically, but they were configured completely differently. When I expressed my dissatisfaction, after my arrival ... I was told "no one else has complained about the adjoining door being gone" and "well, we have the right to remodel"! It should also be noted that I was not offered an apology or any recompense.
Since my return home, I have been corresponding with Kort Pearson, the Owner/Manager (he did not make himself available to speak with me while I was in Laguna, 'tho I tried several times). Just a note here … I'm afraid, Mr. Pearson, will do his best to discount me and discredit my complaints ... as I see he has with every other person who has written a negative review of his hotel. But, I assure you, what I write is the truth. Initially, Mr. Pearson said he would try to make it right. At length, he offered to either comp me a room (BUT only in the off season when I would not be able to come) or refund half my money for this years stay. I told him I would accept his offer of the 50% refund, if he would additionally return my rooms to their former amenities, or find me comparable rooms for my regular mid-August visit next year. He said he was unable do so. I then asked for a complete refund ... and … told him I would find new accommodations elsewhere next year. Mr. Pearson told me he would not refund my money, that he was "done", and that, if I was that unhappy, I should have just moved somewhere else this year. Has anyone ever tried to find accommodations in mid August in Laguna Beach without having reservations at least a year in advance ???
I strongly recommend that you think twice about becoming a guest of the Laguna Riviera. 'Tho they are attempting to update the premises, they really do not understand guest comfort nor do they seem to really respect their guests. They did not think to contact me ahead of my visit ... and then, were not truthful when I contacted them attempting to circumvent this very thing.
Sadly, my years at the Riviera are over. Most years were wonderful ... 'tho not lately. Most years I felt welcome & appreciated, ‘tho certainly not lately. My suggestion: Try the Laguna Surf or the Sunset Coves Villas ... which both seem very nice and comparable in price.
Pamela Greusel
Diamond Bar, CA
