Rated 1 out of 5 by JPJP2014 Mistreated
I am writing to you today, to express my disappointment with my stay at the Le Meridien Delfina this past weekend. I arrived to check in at the hotel on August 02 at 14:30PM and was provided room number 324.
Upon arrival to my room, I noticed that I was provided a different room than what I had booked. My reservation was suppose to be for a Suite room with the Outdoor whirlpool tub on the balcony.
I noticed no such tub on the balcony. I called down to the front desk and spoke with the MOD. He told me that they were completely sold out and that the room I had booked, was not available, due to the previous guests had damaged it the day before.
On any other day, I would not have minded so much, but given this was my WEDDING DAY, I told him that I would NOT settle for a downgraded room. Keep in mind, I was trying to prepare for my wedding ceremony which was 4 hours away. I waited for about 10 minutes and finally I received a call from the MOD and he reiterated that there was simply nothing he could do. I was extremely upset at this point, and went downstairs personally to talk with him. I explained that I also work in the industry and on any other day, I would not have minded so much, but it just didn’t seem like he tried anything to rectify the situation. I also told him that it was not even 15:00PM, so most guests had not even checked in yet at this time, but he kept insisting that he could not open up any rooms. I told him to keep searching and after waiting for him patiently for about 10 minutes, and having no one come back out to update me, I went back upstairs to continue preparing for my wedding.
After another 20 minutes, he finally called back up to the room and told me the most he could do was offer either connecting rooms, or a room with an ocean view.
I was livid, but being that this was my wedding day, I did not want to let this ruin my special day. Finally I opted to take the connecting rooms, and was provided 820 and 822. Room 822 was not ready, due to cleaning, so I basically prepared in 1 room, smaller than the suite that was originally assigned (room 324).
As I have mentioned multiple times, on any other day, I would not have minded…but given the fact that this was my wedding day, and also the fact that the MOD, upon my check-in did not even mention anything about the damaged room, but thought it would be fine just to assign me an alternative room without disclosing any information to me, just does not sit well with me. I had initially planned to return back to your property at a later date, perhaps on an anniversary, but given the treatment that was provided to me, I now have a sour taste in my mouth.
August 8, 2014
Rated 3 out of 5 by Markcap Needs to cater to SPG members better....
This hotel has been in renovation mode for several years and is mostly a revolving door of personnel. Three valet companies in two years; new front desk staff constantly. Most rooms are connectors and, therefore, noisy. They cater to a European travel crowd and don't pay nearly the attention to the domestic customers. The room selection for SPG elite members is very poor and the front desk does not appear to care. On the good side, if you need anything, Hugo at the concierge desk isone of the best things about the hotel. This hotel could be great, but is merely mediocre currently....
May 12, 2012
Rated 2 out of 5 by wilbor Wanted to like but...
Reception was nice. Helped me with platinum upgrade. The rooms are TINY. Obviously an upgraded Sheraton. They have fixed the parking situation!
Pros: close to beach and restaurants/bars; front of house friendly and nice
Cons: TERRIBLE bathrooms; rooms are definitely 2-star-ish; glacial response from front when requested anything; comp shuttle was never available; pool too small to use and deck mostly shaded
Verdict: this place is NOT an LM hotel--many of them are fantastic!; hard to spruce up a place with bad "bones"; glad I used points because I would be very unhappy if paid the outlandish sum they're asking for this place; will not stay here again--probably one of the Ws next time in LA...
December 2, 2014
Rated 1 out of 5 by kris999 Disappointing
Stayed here for a week! bathroom broken and water kept gushing back into the bath! Called in but a poor fix caused the problem to resurface!
It is definitely not a Category 5! maybe 3 at best. I have stayed at several SPG properties and this one is overpriced and among the worst!
January 6, 2015
Rated 3 out of 5 by orchardadvisors Nice enough, but not anything spectacular
The hotel has a nice lobby, decent (though small) pool, and rooms are fairly nice. But Sheraton Club is a tiny room with very little room to even eat without others on top of you. Food and drink were not replenished, despite attempts to do so by staff (they just didn't have enough room to keep getting at the food and drinks.) I also am less than satisfied with the service levels: slow check-in, failure to upgrade me in any meaningful manner despite Platinum status, failure of the Guest Services phone attendant to relay my request to bring my car from valet (almost missed my plane due to this) and getting charged for valet parking, even though I wanted to self-park, but the garage was full. (I was told that, in these circumstances, the cost for valet is backed out of a guest's bill, but somehow it still ended up on my folio.)
Most shocking, though, was the staff's sluggish responsiveness to concerns I expressed to the front desk re: frantic screaming (potentially domestic violence) I heard coming from a guest room as I walked by. (I had to keep prodding to get someone to check out the room.) I hope that all was well in that room, but the staff said they really can't intervene in closed-door situations. (Unbelievable !!!) Overall, not a comfortable experience.
April 2, 2013
Rated 2 out of 5 by nick NOT A SMOKE FREE SHERATON
Sent to room 812. TERRIBLE smoke odor. Moved to roon 809....WORSE! Moved again to 811 still smelled of smoke but too tired to move again.
NO ONE KEEPING TRACK OF NO SMOKING POLICY. Also, repairs going on in garage area. No self parking allowed during my visit but rather MUST valet at reduced rate. Why not free valet since hotel's problem ...not mine..not as close to beach as led to believe..
May 12, 2013
Rated 1 out of 5 by BillyPhilly hotel forgot the hospitality
I arrived after a long journey (while nursing the onset of a severe cold) and full day of meetings to discover that my reservation had been mistakenly booked for the week prior. The desk informed me that I'd been a no-show the prior week, that they didn't have a room available for the three nights but only for the one night. A tough situation. However since I was clearly exhausted and sick, I was very very disappointed that they didn't offer to help me book elsewhere (in the Starwood system or otherwise). They charged me nearly double the rate for that night and they put us in the least desirable room in the building. And on top of it all, the pool deck (which along with convenient location was the primary upside to this property) was closed for renovation.
I'm not currently a frequent traveler, but I used to travel every week and stay with Starwood every chance I got due to the great properties and service I received. Moreover this was a property where I put dozens of corporate guests for their stays in Santa Monica. It was a tremendous disappointment to be the recipient of such an oblivious lack of compassion & hospitality. I don't think Delfina deserves to use any of the Starwood names.
Hoteliers are in the hospitality business - even in image conscious Los Angeles - and Delfina just didn't understand.
January 30, 2014
Rated 2 out of 5 by TravelGirl88 Disappointed
I am a Platinum member. I have never had a negative experience until now! There was no note online when booking about the construction at this hotel. I was on the top floor of the hotel and it was still VERY loud and disruptive. The construction and jack hammering continued throughout the day at the hotel until 4:30 pm. I had to relocate to take conference calls. When I tried to eat lunch by the pool, my plate and glass shook around the table. I finally just paid the check because it was so loud. When I approached the staff about the issues, they made NO effort to explain the situation or to make it right (i.e. Take lunch of the bill, give a free breakfast or drink etc). They did say that it would continue for a few months. I would not go back. I suggest waiting until the hotel is completely renovated.
September 25, 2013
Rated 2 out of 5 by Emmy Diappointed
We "spent" 10,000 points to stay at what we thought would be an upscale hotel in Santa Monica. Not only was it not anything special, it was disappointing. Instead of a nice hot shower, the water was COLD. Staff didn't particularly care whether they solved problems or not. Info on the website was totally out of date! Would not recommend to others and would not stay there again myself!
March 6, 2012
Rated 1 out of 5 by Joan66 Not a Luxury Hotel
SPG MUSTchange the rating for this hotel as it is NOT LUXURY. The bed in the room was made up incorrectly, no fitted bottom sheet. The coffee maker did not work, and the size of the room was small.
The registration staff person spoke so fast he was very difficult to understand. The parking service was very prompt and helpful.
November 30, 2014
Rated 2 out of 5 by Jdwyvr Beware Deceptive Advertising / Hotel Sub Par
Beware! Reservations assured me of completed renovations - arrived to find construction in lobby, completely destroyed pool terrace, club lounge is an empty cement floored room and best of all our deluxe ocean view king had a view and pounding noise of adjacent construction site! Rooms comfortable but far from sound proofed! Reception on departure had a take it or leave it attitude. Ruined my in hotel business meetings as business center closed as well.
Sheraton Delfina is deceptive! Avoid this place!
May 1, 2012
Rated 3 out of 5 by GZZ123 Toilet cleanliness a slight issue
I stayed at the Le Meridien Delfina from Jan 10 to the 13. I really enjoyed the lobby and the overall experience. However, I have always been a stickler for toilet cleanliness, and my experience with this Starwood property has been underwhelming on this aspect. When I checked in, the bathroom curtain and shelves had brownish-red stains, which I assume is coffee in the best situation, and blood in the worst. Hope that this will not be a problem in the future. Other than that, great lobby, although having only one working lift was a hassle. The other lift was under maintenance resulting in long waits for everyone.
Staff were really friendly and helpful.
January 14, 2014
Rated 1 out of 5 by r2good guest
very poor property. subpar lobby and hallways are smelly and musty
November 17, 2014
Rated 2 out of 5 by Anabelle1 Sheraton Santa Monica
The Staff was most accomodating, professional. The main lobby lovely however.. my room. The room has been recently remodeled, unfortunately it was quite uncomfortable, very small, confined, dark - and some beautiful view + balcony! Overlooking a dilapidated, old apartment building. The only light coming into the room was from an approx. 4 ft. sliding door onto a tiny balcony with THE view. No windows, noise all night from the apt. building.
April 28, 2012
Rated 5 out of 5 by Dusty24 Great Beach getaway
This hotel had a 5 star service all the way from arrival, quality of room and hotel property. The staff made us very happy when they accomodated an early check in on a Sunday morning. This made it a pleasant day for us to go explore the beach, Santa Monica Pier and Third Street Promenade which were all within walking distance. Would definitely return and wished we had booked more time there!!!
August 5, 2014
Rated 3 out of 5 by anneao Great Location, Needs improvement
We are Platinum members and expect the best from Starwood. This is not a category 5 hotel. The bathrooms are small. Only two towels were provided per room. The "Balcony" only had room for one chair. The coffee machine was hard to use. The staff was wonderful and the location is convenient to everything. Mildly disappointed. We have stayed at many category 4 hotels that have better amenities.
August 4, 2014
Rated 1 out of 5 by Esther1 Change of Name-Change of Standards
Having stayed at the Sheraton Delfina over many rears, it came as an absolute shock to see such a determination in standards by a simple change of name.
Our room was over a very noisy bar, the staff were unhelpful, it took 3 days of a 7 day stay to get a working coffee machine and television.
No self parking for guests when a function is on. This was most certainly not a change for the better and most certainly the worst hotel associated with the Sheraton name I have ever stayed in, and will never return to.
October 20, 2013
Rated 3 out of 5 by Reggie Nice Stay but expected more
For a Le Meridian property I was a little surprised at room quality. Nice decor but bathroom in particular seemed dated in need of molding touch ups, etc. Overall infrastructure seemed a bit dated and in need of touch ups. Besides that comfortable hotel in a good location with attentive staff.
August 4, 2014
Rated 1 out of 5 by disappointed WAYYYY overpriced
it took 4 trys and 3 hours to find a room that I could sleep in- one room had noise blasting in - one room had hadsmokers in a smoke free room - no screens on doors, no king bed as reserved, bathroom so small one person was almost too much - mold in the tub, no water pressure all for the low low price of $310.00 per night
March 26, 2013
Rated 5 out of 5 by SPRINKYROB Had a great time
Could not be happier with the staff and facilities at this hotel. Highly recommend it to anyone.
February 12, 2015
Rated 2 out of 5 by hercie8 unacceptable
no towels at pool ask but never came
no walnuts in salad said they were bringing them but really didn't have any and finally told the truth
added $100 to bill still trying to fix it
they say they will call me back oh well
printer didn't work right charged for printing we did not do
May 10, 2012
Rated 5 out of 5 by DrKosmic Long Weekend Stay
A very lovely hotel with great facilities. The room was spacious, with a nice balconey and a very comfortable bed. The fitness room was delightful. The staff was terrific. A convenient location to all the major places in Santa Monica with no problems walking into the downtown area
March 26, 2013
Rated 5 out of 5 by BTP11 Excellent Vacation
Outstanding from check-in to check-out. Concierge service, valet parking, bike rental on-site, pool temperature, everyone on staff was exceptional. Stayed with spouse and 2 teenagers. Everyone loved it. Very clean all around, plenty of seating indoor and outside by pool, etc.
March 28, 2013
Rated 3 out of 5 by LawyerCat Remember: you have other options
I've stayed here a few times but only when I absolutely need to be in Santa Monica. The room quality really depends on whether you get an ocean or a non-ocean view, as the ocean views are really the point of being here but the view rooms are a bit smaller. (And the non-view rooms look over a high school, so keep those curtains closed when you're changing!) The staff is nice enough but other reviewers are correct in noting that there's really not many of them.
In LA you need a car. So here your choices are: pay for valet or self-park. If you self-park, make sure you got the LDW coverage on your rental because man, is that garage small. Your car will get scratched/dinged. It has never not happened to me.
There are no convenient restaurants. You're a few blocks away from Ocean Drive (although on the right corner for the jerk chicken enchilada truck!) and also a few blocks away from the restaurants on Pico. So unless you want to drive or walk a bit, you're eating at the hotel and there's nothing special about that.
February 26, 2012
Rated 3 out of 5 by Bobny too much disappointment
We have probably stayed at this hotel 6 or 7 times and I think it is time to move on. Upgrades based on gold status seem to have disappeared. We stayed two straight weekends in April and did not receive an upgrade during either stay. One of the few Starwoods properties where this seems to be a problem and not nearly one of the better hotels or locations, so not sure why this is such a problem. The staff was very nice except for one young lady at the front desk who lectured me on self-parking. Service was good at the bar the first night, but the second night when it was crowded, we left after 20 minutes at a table when the waitress just walked by ignoring us. Bell service and the parking team were great, and through no fault of theirs, self-parking was not available either Saturday as there was an event each week. One week the parking was waived, the other it wasn't. Finally, I was charge full point value while the fitness center was closed and there was construction next to the hotel and work going on in the hotel.
April 27, 2012
Rated 2 out of 5 by Fudd55 dissapointing stay
no top sheet on bedding, (under comforter) no bar soap for shower/bath, TV remote not operative, some elec outlets not operative, garnish on cafe plates old and stale, obviously nobody looking at plates as they leave kitchen.
July 21, 2014
Rated 5 out of 5 by Martin80 Fantastic Hotel
As always a great stay at the Sheraton Delfina. From the moment you arrive to the moment you leave, the staff are pleasent and eager to help. Rooms are clean and quiet and the room service food is fantastic. Look forward to staying again!
December 3, 2012
Rated 1 out of 5 by Zwizzer Need mgmt on grounds
This spg platinum experience was one of the worst service experience I have evr had at a Starwood property. Inexperienced, obsequious young staff ...left alone on a Saturday night.
March 4, 2013
Rated 3 out of 5 by WineAdvisoryGroup Would Consider Alternatives
Expected a lot more from this place. Needs a face lift. The place is ok, but not up to other places in the area that are also in a better location... at similar price point.
April 7, 2013
Rated 4 out of 5 by casamia Beautiful hotel, service needs work
The hotel is in a good location, walking distance to Main Street in Santa Monica and the beach. The hotel itself is beautiful, modern and recently updated. We made an SPG reservation for a double room and due to status and the fact that we were traveling with kids were updated to a fabulous suite, newly renovated, modern with a king bed, pull out sofa, fabulous view and tiled jacuzzi on the balcony. The hotel has a nice pool right off the bar. It's a bit small with no bathrooms/changing rooms nearby (you need to walk through the bar to get there) but it's quite nice. While the hotel was lovely, service still needs work. The staff when we checked in was quite nice. Our room was upgraded but we were asked to wait until 5:30 for our room to be ready because the pipes in the original room we were slated for weren't working due to construction. We spent the afternoon at the pool but bar/food service was slow and not especially friendly. Net-net, we'd definitely go back and our experience wasn't nearly as bad as previous reviews but they hotel needs to focus on service in order to start earning better reviews overall.
April 22, 2012