This is the second time I choose to stay here based on last wonderful stay, but I was so sad to discover that everything had changed since then. I was really pissed off by the front desk manager when I checked out the property that I have to call the Kimpton Inner Circle VIP Line to complain.
Cons:
1. Pre-arrival communication.
I replied the welcome email giving all the detail of my requirements. But turned out they never even bother to read it, not to mention to reply.
2. Check in
I was upgraded to a skyview king room initially, thanks to their generosity to an inner circle member, but I still tried to ask if there is a suite available. An immediate NO without even take a look at the availability, I insisted and I said can you please check for me, and she did and actually found a suite for me, but instead of putting me inside she asked for a suite upgrade voucher, and said I have no one in my account. I never heard about this thing before as a loyal Kimpton fan for couple of years, and I said as an inner circle member I should be eligible, I have stayed at almost all the Kimpton properties in the west coast and I had never been asked for a voucher to upgrade to a suite. I have to fight for that suite with her for a while, and finally got it but have to wait until 3 PM. I then left for a brunch, and returned at 2:30 PM, again she said it is not ready yet without even checking anything. Fortunately another staff
jumped in and found another suite which was already available and so I could finally checked in. I was just thinking there are at least 2 suites available that day and why I have to fight to get one.
3. Welcome amenity
Waited until 9 PM, called the front desk to send me one, get it after another 30 minutes, found out they just sent some fruit randomly, which is not what I requested in the email or over the phone. I asked for some water cause there was not any but the waiter wanted to charge me for water.
4. Bath salt
I remember last time the bath salt is just placed right on the Jacuzzi but not this time so I called the front desk and ask one, a gentleman said he will have to check and will call me back in 5 minutes. Waited an hour and called again, the same guy said sorry we have no more bath salt for you, I asked why didn't you call me back and he responded with silent.
5. A not so normal request
I went out for dinner but left my wallet in my backpack which I left in my room. Called the front desk to see if anyone could have it sent to me, I said the restaurant was just one mile away, again, refused me immediately, and asked me back with "if it is only one mile away why can't you just walk back to get it?" I tried my luck with the valet team, they handed it over to me within 15 minutes. Speechless.
6. Check out
After a not so happy experience I tried to complain to the front desk manager when I checked out, but he was just trying to find all the excuses he could find, later on even started to argue with me, no sorry, no compensation, no nothing, he did not even feel sorry cause he did not want to solve problems, he was trying to make a point that what they did was absolutely right and if there was anyone wrong then it must be me. At last I found out it was just a waste of time to talk to him, and his "get out of my sight" face really made it impossible for me to return.
Pros:
The valet team is absolutely amazing. They got me my wallet and never had me wait for my car.
Seems like they have changed management since last stay. I mean it is extremely difficult to keep a high Kimpton standard but to lose it you just need a manager like that. For any Kimpton member who wants a stay around Beverly Hills, I recommend The Kimpton Hotel Wilshire and stay away from this one. I will not return again absolutely.