Hotel itself is nice, but they need to improve simple things like labeling the direction to get to your room. Also don't expect to be greeted warmly like a valued guest if you run into Eddie at the front desk. Not only was he generally a smug person, but he has no idea how to de-escalate a situation and no idea what customer service means. I had planned a long stay here but I'll be looking for another hotel for the remainder of my five-night trip. Eddie absolutely ruined the experience and no one else from the front desk even bothered to apologize. Customer service here is definitely not on brand with "Luxury Collection". I couldn't even begin to imagine being disrespected at Ritz Carlton as I was by Eddie and the rest of the front desk crew on Wednesday, 5/19.
The minute you walk in you're greeted with the upmost respect and appreciation! Julien was one of the girls at the front desk who made sure that all our requests and questions were addressed. Tiffany was also there to assist and both of them were always cheerful! Definitely would rebook this hotel.
Great location & Rooms are big and .Stayed here twice in span of 7 days . They allowed to leave items in cloak room without any charge . House keep is limited - need to call them to get the rooms cleaned .
I was initially hesitant about booking SLS Beverly Hills as there are mixed reviews from other Platinum/Titanium/Ambassador member that it was a hit or miss but decided to take the leap. Prior to us arriving, I exchanged a few correspondences with the hotel as I am coming in with my wife and our little daughter and SLS replied so promptly. We were greeted upon check-in by the director of front office operation, Adey Adewinmbi and being Titanium we received a nice, spacious suite upgrade. I read some reviews about cleanliness not up to standard, but ours was really clean, we couldn't fault it! We chose breakfast as welcome gift and their avocado brioche toast was so good!! We had it everyday! Although the pool area is wonderful, we didn't get the chance to swim as it was very windy when we were there but I'm hoping to try it on our next trip! They also offer house car that can take guests within 3 miles radius. Overall, the SLS Beverly Hills definitely has exceeded our expectation. Kudos to Adey Adewinmbi and his team. Will definitely stay here again next time we are in LA.…
Dated. And dirty. Not a good combination. Lobby, entrance and breakfast area is ok. Room…really, really bad. The carpet was so filthy and dusty I had to place towels behind the nightstand (sits some inches from the wall between the 2 beds) and a towel covering floor on each side of bed, as to contain the dust swooping up. Got sneezy and nose started itching within 20 minutes of setting foot in the room. A mirrored sliding door gives some visual shelter to the bathroom vanity area. Any sound in bathroom, you’ll hear. A pin drop. Where the bedroom carpeted floor meets the bathroom floor along the sliding door…. ingrown dirt… and water coming from bathtub travels along the floor and lands on the bedroom rug. Black mold visible. Nothing short of a health hazard. The ONLY thing this hotel has going for it is the staff. They hired well. Like I told the front desk manager— no amounts of apologies can offset the extremely poor condition of that room, however I do appreciate the effort. He offered breakfast “on the house” and $50 credit - nice gesture but … I rather a CLEAN space any day and pay full price. Needless to say, we arrived midnight and could not get out of there fast enough once morning came. This hotel needs to remove the word LUXURY — false advertisement.…
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