Rated 2 out of 5 by ProfessionalTraveler Room was loud, bad customer service
During my stay, I woke up super early in the morning because of the construction outside my window. I tried to take a photo of the view (the ocean), but the construction was in the way. Not very relaxing.
Room was clean, bathroom was clean. Front desk service was great and valet was great.
The bad customer service part comes in later. I phoned in to get a copy of receipt and they emailed me my Folio, which does not show the hotel name on it. If you're a business traveler, you know your expense reports require the name of the hotel you stay at. Eventually after 2-3 transfers, I was transferred to a lady named Vanessa. She said she would fax it. 2 hours later, no fax. So we called again.
She said she would scan and email it, we did not receive it. 2 hours after that, we called again, and said she will email it again to a different email address. We finally received the email with the receipt copy and the name of the hotel. Here was the problem:
Written on the receipt was our fax number (which she wrote down wrong). My SPG account has my email address, which she didn't send the email to, we had to provide a different email. I could only come to the conclusion that spelling is not her strongest suit, as the last email came in and she described her job title as "ACCOUNTS RECIVABLE". It's Accounts Receivable. It shouldn't take me an entire day and multiple phone calls to get a receipt with the name of the hotel on it. I originally had asked they email it when I check out and the Folio emailed did not have hotel name.S
September 30, 2012
Rated 4 out of 5 by Mattdycr In need of some tender loving care.
I arrived a little early for check-in but was given a room within 30 minutes of arrival. The room that I was checked-in to was a corner room, and had a view of the beach/pool. The location is pretty decent, it's a short 10 or so minute walk to the beach. The only downside is the ageing of the rooms. The furniture was outdated, and the curtains were cut to allow room for an old-school air con vent which allowed a lot of light in from the minute the sun was up. Other than that, I was well looked after and the bar, restaurant, pool rival many places in Cali. Good for business and pleasure.
April 3, 2012
Rated 5 out of 5 by SurfNsun GREAT Stay-cation
FREE PARKING?!?! FREE INTERNET?!?! This is great! So close to the Beach and great little eats is just a perk compared to the FREE PARKING AND INTERNET. Its a great please to have a little Stay-cation and get all the same amenities you would at home. This is truly a Home-away-from- home!
November 20, 2014
Rated 3 out of 5 by RickyTandZ Average and expensive
Sea view room turned out to have more rooftop views and a little sea. Being a platinum and lifetime gold SPG member I would have expected a better room.
Rooms, although newly renovated felt outdated.
Noisy guests in corridors every night.
Room service not 24 hours and limited menu. Room service Staff were very responsive and accommodating though.
Overall my main issue is with value for money - this is a four star property which is 4 blocks from the beach but charging premium 5 star prices for an executive sea view room - does not live up to the promise.
July 13, 2014
Rated 2 out of 5 by Neilav Work Confernce 8/4 - 8/6
My main point of feedback is for the management of the hotel. I believe the issues are systemic and due to poor training and lack of communication. I don't blame the staff at all. They were nice. I noticed several times while I was checking in an out that other guests were very angry and complaining of several items. I was never told where the elevators were when I check in, any details on internet, and as a platinum member wasn't told about any water/amenities. The ATM didn't work and the staff knew this was a problem based on their reaction of having the ATM phone number available. The power went out for most of the day and although we were warned we were told generators would work. The elevators took forever to work and people were very upset.
August 7, 2014
Rated 1 out of 5 by Peyton18 Would not recommend this hotel
I stayed at this hotel for a weekend and I am a loyal Starwood customer and have always been extremely happy with the hotels I select from this site. As I received excellent service from the hotel in regards to certain requests I asked for, I was shocked by what occurred just a few hours before departing. My daughter was with me and we were celebrating her 23rd birthday. We were sitting outside talking in the front of the hotel (minding our own business) and a man approached us (a guest at the hotel as well) and sat down next to us and was extremely rude with his words and quite vulgar. We kindly asked him to refrain from using such comments and he stomped his feet and got very close to my daughter's face and walked back into the hotel lobby. I immediately told the gentleman working at the hotel in valet what occurred and he immediately said he would take care of it. The man proceeded to come back to us and say inappropriate and borderline abusive words to use. Words I would not want to write down - mean and offensive. I was scared and shocked. The gentleman working the valet told the guy "he had a phone call" and brought him back into the lobby. Then told us he was so sorry for the guys behavior.
I later discovered that this guy that was staying at the hotel is a "regular" customer, spends thousands of dollars and stays for months. He is a "song writer". His behavior has occurred before and it is simply washed under the table as he is someone who spends a lot of money at the hotel. That was what was told by me from an employee at the hotel.
I normally do not complain but as a customer as well, I should never be spoken to like that by anyone regardless of how much money "they may spend". I am just as an important customer regardless of how much "money" I spent at the hotel and no one should be treated that way.
Unfortunately, I would never stay at the hotel again because of the way this was handled. It was not at fault by the extremely nice valet gentleman as he quickly made sure the guy left us alone and we felt safe but the idea that a hotel would allow such behavior is shocking. I was never approached or contacted by a manager regarding this situation and as a side note I never received an email confirmation of my hotel bill of which they said I would.
March 25, 2014
Rated 2 out of 5 by Vic21 This hotel needs some work.
Although most of the employees were helpful, it only took a few to impact our visit. The maid appeared perturbed that she had to wait to clean our room although we explained that we were getting dressed for a wedding and would be out of the room shortly. The next day as we were checking out, one of the workers mentioned that the maids would be at our room soon. It felt as though we were being told to "hurry up" and get out of the room.
We had to call for help to have our air conditioner adjusted the first night. Instead of it cooling the room as we wished, the temperature was increasing into the 90's. Luckily, it got fixed.
Lastly, you might as well plan on paying for parking since the self-parking is full most of the time and we even got stuck in the self-parking area when cars were parked in in/out lanes.
August 4, 2014
Rated 4 out of 5 by fbc001 Excellent staff & a few downsides
Booked 2 rooms for 3-nts each during Thanksgiving weekend. Excellent staff from Reception, Valet, Concierge, Bar & restaurant.
Want to especially thank Haley Kruse at Reception for printing out multiple boarding passes (printer at the Business Ctr was out of order the whole wknd) and taking care of bonus pts for our choosing the Green Choice. Also want to thank Rigo at Check-in for going over various room options with us. Note that MOST rooms in this hotel are Connecting Rooms which means much more noise from neighboring rooms (each room actually connected to neighbors on both sides which meant even more noise issue). Travelers who are noise sensitive should be aware of this issue.
December 1, 2014
Rated 5 out of 5 by LyndaLou LA Get A Way
Living in West Los Angeles who would think we'd find ourselves in Santa Monica celebrating our 49th wedding anniversary. Well, it happened when we stayed at the Sheraton Delfina a Starwood Property, sexy, open, airy, clean, delicious food, surprisingly for hotel dining, pool facility with nooks and lounges, cabanas and outdoor chef. What's not to like! Walking distance to the beach and many restaurants in the surrounding environment to enjoy. Can't wait to do this again!
July 4, 2012
Rated 5 out of 5 by KM1982 Beautifully renovated location with a great view
I loved the modern decor and the excellent service provided by the staff. I liked the small touches such as the loofah provided along with the toiletries in the bathroom, which I haven't seen at other hotels. The fitness center was one of the nicest I've seen with its quantity and quality of machines (including a power plate!).
If you get an ocean view room, the view is amazing, and you're a short walk from the beach as well as Main St. and the Third St. Promenade.
November 5, 2012
Rated 3 out of 5 by Lolo707 Nice hotel but some issues
I chose this hotel because I was traveling with my 85 year old mother for a few "getaway" days and we love Santa Monica. We did not want to rent a car and the hotel Website indicated the hotel had shuttle service locally to Santa Monica. However, when we checked in we were told that the hotel had stopped this service. The room was fine and we had a great ocean view. But we had to call guest services everyday to get coffee in our room. The restaurant food was sub-par (don't order the Caesar salad) and there are not a lot of restaurants closeby within easy walking distance. I left my earrings behind (my fault), but after repeated calls to housekeeping and their promises to call me back (which they did not do) and the offering of a reward, I never did recover the earrings. In summary, the hotel is OK, there are some issues with service that need to be fixed.
November 24, 2011
Rated 3 out of 5 by Flying70 OK Place to Stay for business
Easy access to major highways. Not proximate to beach area if you care about that. Staff was most helpful at all times. Younger crowd. Cluttered lobby area. Morning food services expensive.
December 31, 2014
Rated 3 out of 5 by Nothx Average
Nice Property. Bar and pool service were sub par all week but overall a good stay. Someday I hope your organization realizes no one considers free wifi a perk. It's a basic expectation, period. I find it extremely offensive even the idea of someone trying to charge $15 day for wifi. You know we all have wireless routers and pay for a connection at our homes and offices right?
January 21, 2013
Rated 4 out of 5 by Mdel747 Very Convenient and Nice Geataway
The room is small but very nice, heavenly bed and welcoming. We got accomodated for a free water bottle in replacement of the coffee for the 1st day and a free valet parking on our 2nd day of stay since the the self parking is full. Great Staff! LA is now on my getaway list.
September 7, 2012
Rated 4 out of 5 by massoud need renovation!
Staff and service at all levels are good. Location is great. Amenities are OK. However, the hotel reminds me of OLD "London" hotels without the afternoon tea and biscuits!! All is well except for the rooms that need a MAJOR renovation endeavor. Club is worth it. Good luck.
January 28, 2013
Rated 4 out of 5 by tanc20000 This hotel has great location. Staff needs improvements
Staff never called me to inform me when room was ready. I left my cell number and kept waiting from1pm until 5pm then i decided to drive back to the hotel and check if room was available. Check out took too long due to incorrect payment transaction that was voided.
February 12, 2013
Rated 1 out of 5 by SM2012 poor customer service
as an SPG Platinum member, you expect some level of service. This hotel has a nice location and that is it. The service is awful - their response to every request is no.
August 13, 2012
Rated 5 out of 5 by Shypanda Close to beach
The sidewalk outside is under construction so it is hard to walk to the beach, which is 3 blocks away.
The room is nice. It's strange that there is no breakfast buffet.
May 20, 2013
Rated 4 out of 5 by katab delfina hotel
Great hotel! Staff very helpful!
Rooms very small but balcony huge and great views. Rooms need full length mirrors in them.
July 27, 2012
Rated 2 out of 5 by toomanyoptions Not what I expected but enjoyed breakfast
Stayed 2 nights at Meridien during our trip to California. I picked Meridian because I received an e mail for a special rate because it was a new hotel (switching from Sheraton to Meridain) I expected a newly renovated hotel, but was disappointed. There are nicks and dings in the furniture, the bathroom looked old/minimal amenities, and furnishings still looked outdated, although lobby was nice. The first night we had dinner in the bar area and the music was really loud. We could have eaten at the pool area but was told told there was a party out there and it would be too loud and crowded. There must have been a party the next night because as we tried to get to our room on the 7th floor, there were crowds have 20s to 30 year olds trying to get on the elevator holding their drinks and obviously drunk. We enjoyed our breakfast. Food/staff were very nice and experienced. There's a souffle I wanted to try but it took 20-25 min. to make and we didn't have the time. Although the location is 10 min. from the beach it's not in a very nice area. It's off a very main road and there is lots of traffic. If I ever stay in Santa Monica again I would stay closer to the beach.
October 14, 2013
Rated 5 out of 5 by Lovely hotel has great features
Sheraton Delfina Santa Monica Hotel
very Lovely Place, very Kind.
but F&B not good
March 24, 2013
Rated 4 out of 5 by APendle Attentive Staff
Hotel was off the beach but never felt as if it was too far off. Staff was attentive and kind.
December 16, 2012
Rated 2 out of 5 by alainbnedetti Not up to expectations
small akward room; 2 star hotel
October 25, 2013
Rated 5 out of 5 by Tennis really comfortable bedding
Great linens. Staff is very friendly and helpful.
November 11, 2012
Rated 4 out of 5 by Patty50 Hotel is an excellent location
Staff is very welcoming and accomodating.
October 24, 2012
Rated 5 out of 5 by PSPGUY Great Stay
Perfect stay in Santa Monica
December 11, 2012
Rated 2 out of 5 by Flip Icardo Feb 20,2012
Beautiful hotel. Very current presence. At check in clerk gave us room 742. We attempted to enter to find that the room was occupied. Both guests were more than a little schocked. Clerk assigned us room 738. Offered us complimentary dinner and cocktails for the inconvenience. Too late in the evening for that. The reassigned room we were given had twin beds instead of the King reserved. The room and beds were excellent. Newly remodeled, the sink in the bathroom barely drained. Next day in the Fitness Center I found that the only two eliptical machines were either totally not functioning or partially. No bathroom in the facility. My wife wanted to use the pool and did but had to change in a side area next to the pool. No pool changing rooms ! Strange. We enjoyed the look and feel of the hotel. The rooms were excellent decor and had a decent view and very quiet. Had we not been on a tight schedule I would have discussed all of this with the appropriate staff. How many other guest experienced mishaps and unusual cicumstances ? I have been an SPG member for a long time and would like to be recognized in some fashion for this mis adventure. How about adding back the 10,000 pts I redeemed for this stay ? Not jsut a letter of regret. I have choices wheer to use my travel dollars.
February 23, 2012
Rated 2 out of 5 by sha21 Unfortunate Stay
My husband and I decided to book a last minute stay, being a long time SPG member I used cash and points. Booking was easy, as it usually is.
Unfortunately, that was the best part.
--Check-in: Hostile greeting, no eye contact and seemed bothered by my arrival. No acknowledgement of SPG membership.
--We were on the 2nd floor, where I could literally here the conversations from the bar in the room, with the door closed. It was so loud, we just got up and left the hotel to have dinner at 10pm.
--No complimentary water for SPG members. The noise didn't die down until about 1am.
--Checkout: Upon check-in we were never notified valet parking would be included. So as we were leaving I asked the concierge, where/who we paid for the valet. He directed us to the front desk, at which point we waited 15/20 in line to be service, since there was only one person working behind the desk. After waiting, 15-20 minutes, we come to find out it's already included and reflected in our folio. Again, had we been told at check-in we would have utilized the express check-out.
--Bar: we sat at the bar waiting for service for about 20 min before being greeted.
It's unfortunate there were so many little incidences, we could not enjoy our stay and likely not coming back or recommending this hotel.
October 16, 2012
Rated 4 out of 5 by Vision42017 Great West Coast Visit
Upon Check-in DJ did an excellent job making sure my arrival needs were met and that my Platinum rewards benefits were honored in the form of my desired room upgrade. The service staff was attentive and kind. Kevin (Bartender) did an EXCELLENT job making my parents feel at home and providing recommendations of local activities and restaurants. The hotel seems to be going through phased renovations. What has been completed is beautiful and meets my Starwood expectations. While there was construction noise that was disturbing during the day, the staff made sure to appropriately address my concern. I will definitely be staying at this location again!
March 25, 2013
Rated 5 out of 5 by BCatItaly Enjoyed my stay!
The staff was so nice at the hotel - from the valet gentlemen, check-in/check-out staff and gentlemen that was roaming the lobby (not sure what his job was but was always opening the door for me and saying hello).
My last stay at this hotel was over three years ago (travel patterns had changed due to work), since then they have gotten even nicer (remembering my name) and redecorated. I loved the new colors. My only complaint was the coffee maker. I was able to make my first cup without a problem, but my second was less successful - it "ate" my k-cup and won't brew another cup. It's a European coffee maker and too complicated for American business travelers.
August 22, 2014