Rated 1 out of 5 by Displeased1 Bad business practice
After I left the hotel after 3 nights I received multiple folios all with different monetary figures on them. I was there for a business conference and they charged my company credit card with some of the expenses associated with the stay but not others. Everyone in our group had errors with their bills. They also charged me for mini bar expenses despite the fact I did not use anything in the minibar. I left a message for their accounting office to call me back but they have not done so. Very bad business practice. I feel violated by their behavior.
October 6, 2013
Rated 2 out of 5 by 2012march Beautiful Property Deseves Equivalent Staff
I had to wait 3 weeks to write this review. To give me time to calm down from one of my worst travel experiences ever. I booked and paid for this vacation more than 3 months in advance, I specifically called the hotel on 2 separate occasions to ensure that my room/reservation would be exactly what I wanted. It was all a waste of time, money and effort. This was not the first time that I had stayed at this property. Previously, my family has stayed with horrible customer service, despite the beautiful property and 6star rating. I decided to give it another chance. Worst mistake ever. I specifically called to ensure the room I paid for would be available since my flight didn't land until after 10pm, but it did not happen. It was pretty much first come, first serve. Not one of my requests was met. After an exhaustive, tiring exchange with mgmt to try to correct my reservation, and numerous apologies later, I finally gave up becuase it was late and I was tired. I asked mgmt for at least a small plate of food to be sent up to my room because of my long travel day, I was tersely met with an answer of no, they would not offer what I would call a good faith gesture, but was told I was free to go to the bar and order food. What nerve!. I spoke with mgmt each day of my stay to try and rectify the situation but to no avail. Mgmt did send a 'peace offering' of a cake in honor of the special occasion I was celebrating, the following night but that in no way made up for the fact that mgmt failed horribly and in my mind irrevocably damaged their already mediocre reputation. It wasn't until the day of my departure was I told that the part of the hotel I specifically requested was under construction. Each night I had packed my bags in preparation to be moved to a room to honor what I had paid for, never happened. I called one night for the hours of the golf restaurant I wanted to eat at only to be given incorrect information, thereby missing dinner altogether. Another night, I went to the bar to order a particular food, only to be told what I wanted was part of a 'tavern' menu only and was not served on Mondays and Tuesdays. Just one thing after another, after another, after another, after another went wrong and mgmt staff failed at every turn to try and correct. Worst trip I ever experienced. My guest was sorely disappointed too. Too bad the weather didn't cooperate either. The only SMALL token the property offered was to waive the parking fee. I have other family members who have stayed at this property with pretty much the same, if not worse, customer experience, and come back to property to try and give them another chance to redeem themselves but it was all in vain. Its a beautiful property but the staff makes it a location that I would never choose to return to on purpose, I really had such high hopes for this vacation, but was utterly let down. I hate writing negative reviews, but such poor service CANNOT and SHOULD NOT go unchecked.
April 14, 2012
Rated 3 out of 5 by renmax Still a great property but...
...we noticed a lot of small things on this visit:
1) the flashlight in the room was dead, and it wasn't put on the bed tray during turn down; neither were the slippers or floor mats put out
2) the music CD was left looping on only the first track
3) we booked a month ahead, requested a king, ended up with two queens
4) we are gold level and requested late checkout and it was denied even though we called ahead and were assured the hotel was not full
5) didn't receive a morning paper. had to request one in the lobby
6) bathroom lacked the typical bath salts
This is still an outstanding property; we just hate to see it slipping. Hopefully these are short term glitches, though we will consider another property for our next trip.
December 13, 2011
Rated 1 out of 5 by NotaStRegisFan Far Underwhelming Experience
Room service was very very slow, close to 60 minutes on average. Soup was burnt and black. You could smell the burnt food for crying out loud! Hot water for tea was warm, at best. This was the worst room service ever experienced with a Starwood brand hotel. Original assigned room had zero cell phone reception, either for text messages or receiving/making phone calls. Resort services said it was our cell phone provider. Right - when we finally were able to switch rooms, there was no problem with cell phone service. Overall, the property grounds met expectations. But the service was no better than a low budget hotel. So so disappointed at the operations management of this resort and the service, both quality and speed. I'm surprised that Starwood keeps this property in its portfolio. What are they thinking?
June 12, 2014
Rated 5 out of 5 by SJ4BJ One of the Best Accomodations of my Life!!!
Upon arrival and throughout my stay, I was personally greeted by staff throughout the establishment. Services received from the spa/fitness center, conceirge, valet attendants, butler service, restaurant staff and private beach butler were extraordinarily exceptional. Kudos to Butler Mike who left the property to retrieve Excedrin which is the only over the counter medication that relieves the splitting migraines. The attendant at the private beach went over and above to answer questions and get information about local hospitals . Views from the balconies of the suite were breathtaking. I will most definitely visit the area and stay at this property in the futrue.
November 19, 2014
Rated 5 out of 5 by Jim86 Beautiful resort, room for improvement
I had high expectations when I made plans for our 5 night stay. After all, this is a St. Regis Resort. I was generally very happy with my stay.
* The valet car staff was great. These folks really are the ambassadors of this place. They gave terrific service and made my kids feel very welcomed.
* We had an executive suite, so our room included butler service. My kids thought it was so cool. They bring fresh hot chocolate for the kids in the morning along with a french press of coffee. The butler we had the first several days was fantastic and took a real interest in making us feel welcomed.
* The resort is beautiful, and we were there around Christmas and there were many photo opportunities.
* Our room was very nice with a terrific bathroom with lots of nice touches
* The pool area has three pools which makes it great for kids. The smallest pool is a very nice size and is only 1.5 feet deep. It also has a big hot tub area. We were there when it was only 55-60 degrees, but the pools are well HEATED.
* The front desk staff (which I generally believe are the most important service people at a hotel) were so-so. They want to help, but are clearly not empowered to make decisions or accommodate requests. Why is it that hotels seem to tie the hand of front-line staff?
* The bed felt like it was from a low end budget motel. It was really uncomfortable. The pillows were also some kind of non-feather substitute. They need to invest in something worthy of carrying the name St. Regis.
* Small thing, and noticed it in other review. I asked to have the flashlight they provide in the room fixed or batteries replaced on the first night, it never happened.
December 18, 2011
Rated 2 out of 5 by celtic20 Service was Unacceptable
We checked out of our room and paid the final bill. A week later we received a "revised" hotel bill that was in error and we were overcharged for our stay. We called the accounting dept, a the St Regis on three (3) different occasions and they were to take care of the problem. We are now two months away from our stay and the problem has not been resolved.
October 14, 2013
Rated 5 out of 5 by HubTravelers A day at Monarch Beach
Stayed here last week for just one day, our second visit to the resort, and had a great time even though the weather did not cooperate. Front desk allowed us to check in early (we arrived just before 1PM), and recognized our SPG Gold status and upgraded us to an Ocean View room. Considering the heavy fog kept us from the beach, having a view of the ocean and the golf course was a great substitute.
Ate at the Monarch Bay Club restaurant twice: the food, service, and view there are always spectacular.
October 23, 2011
Rated 1 out of 5 by Frankie A few problems during my 3-night stay from 11/24/11 to 11/27/11
1. Sound insulation was very bad: toilet and shower sound from other rooms could be heard very clearly. They became wake-up calls in unpredictable time every morning.
2. A service person rang the door bell at 9:30am, followed by knocking on the door, while my wife and I were still sleeping.
3. The room was not equipped with coffee maker, and they charged $25 for it per day.
4. The parking system is not convenient. Need to physically walk to the front of the hotel to get validation for the parking ticket before I could drive out.
5. They charged $25 per day for self parking, without any in-and-out privilege.
November 30, 2011
Rated 5 out of 5 by PoliEcon Birthday weekend
We spent a delightful three-day weekend celebrating my wife's birthday. The suite was spacious and allowed us some privacy with our kids in the living area. The pools and beach were perfect for our kids. The staff was very responsive. The only glitch was some reservation issues for services at the hotel. Apparently someone forgot to record them in the system but all worked out.
Sometimes the St. Regis bureaucracy gets in the way of great customer service. Guests have to know what to call the butler for, what to call the concierge for and where else to go for arrangements. It would be easier if all guest inquiries went to one number/desk and that the staff then sorted out who was to respond.
July 30, 2014
Rated 2 out of 5 by deeaugust August - Noise!
I cannot tell you how disappointed we were. Arriving in the afternoon, the catering staff was setting up outside and the carts rolling over and the dishes clinking went on all afternoon. Kids were screaming at the pool and the noise combined forced us to close our door to the beautiful ocean breeze. In the evening there was running in the hall ways and again a tremendous amount of noise. The towels were frayed and to top it off, on Friday morning the maid walked into our room without knocking catching my husband in his sleeping shorts and just stood there looking at him until he told her to get out.
August 4, 2013
Rated 1 out of 5 by Mac00003 Monarch Bay is not what I expected from St. Regis
We were originally scheduled to stay for 6 nights, but added a 7th to arrive a day early. We tried to anticipate and avoid any problems by calling ahead and alerting the hotel to the additional reservation. We were assured their system had the rooms linked. When we arrived, the rooms were not linked - the staff showed us checking out the next day (despite the now 7 night reservation). We were then told at 3:30 that our room was not ready and we had to wait if we wanted an upgraded room (Ocean view). Despite waiting until 4:15, when we checked in we were not upgraded to an ocean view. We had a view of the golf course parking lot. When we entered the room my wife had to wipe down the dresser and other items, which were filthy (as evidenced by the discolored wet wipe she had when she was done). In addition, the next day our room keys did not work because they were coded for one night's stay. On one occassion, we had to call two times (once at 2:00 pm and again at 3:30 pm) to have our room cleaned and serviced. It was finally completed after 4 pm. Finally, we experienced numerous billing errors on our dining and poolside bills that we had to review carefully to have items removed. Minibar charges were also incorrectly added to my final bill. In all, the experience was so bad we checked out 2 days early - staying only 5 nights. As a lifetime SPG gold member (and frequently Platinum), I was very disappointed .
July 7, 2013
Rated 1 out of 5 by Koey Horrible stay
They wouldn't check us in. We arrived early and waited 5 hours at the pool with two small children. The only way we got our room was when I finally couldn't take it anymore and started complaining and then they finally have us a room at 5 pm! Who knows when we would of gotten the room if we didn't complain. And all they gave us was $50 credit!!!! This place is WAY over hyped! Would never ever stay here again!!!! I would think twice!!! Don't let the name fool you! It's all a gimic, a show!!!!!! Horrible!!!!!!!!!!!!!!!!! The pool isn't even that nice! Been to way nicer hotels with better organization and service! I never write reviews ever! My first one ever but had to write how horrible it was!
May 28, 2013
Rated 5 out of 5 by Mauryfigs Beautiful hotel!!
This hotel is amazing, it's a beautif place to relax and have a good time.
December 2, 2014
Rated 5 out of 5 by Ringo Beautiful Property
One of the prettiest hotels in North America. Grounds and pool area are amazing. Frequent traveler (platinum status) and stay at many luxury hotels across all brands including Relais & Chateaux properties. Property is absolutely beautiful.
Had amazing service at pool snack bar from Katie. She deserves recognition and a raise! Incredible service.
Was visiting property using free night awards. Even though platinum status, our room was standard room overlooking side of resort (no pool view or ocean view). In fairness to hotel, it was very busy during the weekend, and am sure suites were limited, but got the impression that received no upgrade whatsoever (much less to suite) which was disappointing. Hotels need to treat its top level of loyal patrons with great rooms, hotel disappointed in this category, but otherwise very pleased with stay and will return.
Spa facilities were excellent.
I have also stayed at the Laguna Ritz which, too, is beautiful, but consider the St. Regis nicer between the two.
November 19, 2011
Rated 1 out of 5 by celtic20 Hotel Overpriced
How can a world class hotel not have cellulare service in their rooms? If they know about this why dont they tell guests this in advance. Stayed at the hotel for a wedding and missed very important calls without cell service. Charging a resort fee of $25.00 and then a $35.00 valet fee is a rip-off. Attended a wedding at the hotel and we sat at our table at 7:30PM. Did not get dinner served until 10:15 PM. Hotel had too many weddings and could not accomodate all of the guests that had to be served. Hope the Bride's Family got some of their money back!!!
September 16, 2013
Rated 2 out of 5 by TRC42 Needs Improvement
Property is very beautiful and comfortable. What troubled me during our stay however, was that the staff didn't seem to measure up to the proposed quality of the resort and the expectations one would have at this price point. We assume it was a simple mistake by housekeeping, but we were also troubled to find torn towels in the bathroom. Also, we did not have a good experience at Stonehill Tavern, one of the restaurants on property. The service was slow. The food, average at best. Again at this price point, St. Regis did not meet our expectations.
July 1, 2013
Rated 2 out of 5 by schpups Beautiful hotel with subpar service
My husband and I celebrated our 1-year wedding anniversary at the St. Regis Monarch Beach this past weekend. It's a beautiful location and Stonehill Tavern is delicious with great service, but the hotel's service leaves much to be desired, especially for a 5-star luxury hotel.
I should have realized customer service is not the top priority when I emailed the Butler services twice with the same question a few weeks before our stay and received NO response (the second time was to follow up a week after my initial email). I then reached out to the concierge and received a response quickly (phew!). I pushed my worries aside and figured things would be better when we arrived.
We arrived late on a Friday -- everything went smoothly with our check-in, and there was a lovely bottle of champagne waiting for us in the room along with a rose and note for our anniversary. Thank you!!
After that, the service went downhill. It was far from the service you'd expect of a regular hotel, much less the top-notch service you'd expect of a luxury hotel -- some examples of the service shortcomings are as follows:
1. They didn't clean our room until we asked them to at 5:30 pm (we had left the room from about 12 pm-5 pm so there was ample opportunity).
2. We asked them to fix a clicking noise we heard repeatedly at night (disrupting my sleep) and, though they said an engineer would stop by as long as our do not disturb was not on (it was not), no one came. And there was no follow up. I mentioned this while checking out, and the front desk woman (who was great -- check in and check out were easy) offered us an apology as well as a minor credit on our account for the inconvenience.
3. The pool staff was not attentive. It took my husband multiple attempts to receive the menus. And then even more attempts so that he could finally place an order.
4. Continuing with #3, the pool staff went out of their way to fulfill a food/drink order for the woman sitting ahead of us and, when my husband made a similar request (after inquiring what it was she had ordered), the staff implied it would be difficult and instead brought over the easier alternative.
5. We were eager to enjoy the sunset champagne saber; the waitress took so long to bring us a menu that we didn't receive them till well after the toast. And she then complained to us that she's too busy.
Ultimately, there was never a feeling that we were a priority or that the staff was interested in even meeting the bare minimum for our visit (and we're SPG Gold so definitely loyal to Starwood as leisure travelers).
I was hoping we'd love our experience so much that we'd come here for our anniversary annually -- from this stay, I can guarantee we won't be back and will not be recommending the St. Regis Monarch beach to our friends.
October 27, 2014
Rated 2 out of 5 by CaliHorseGirl Prices much too high for the quality of this hotel.
We've always loved the St Regis however, our most recent stay was a major disappointment. The prices we paid at this hotel were HIGH; the quality of service & food were LOW.
The food at the hotel is quite pricey & mediocre at best. The valet service is extremely SLOW. One day we waited 45 minutes for the valet to come back & say there was a problem locating the car (we ended up missing our appt time off property so we didn't continue to wait for the car)-the next day we waited over 30 minutes after we had called them 20 minutes prior to order up the car.
The rooms are very nice with plush beds & nice bathrooms, however, we only received turn down service once & they didn't replenish our toiletries. We were overall let down by this hotel stay.
September 17, 2013
Rated 2 out of 5 by dmonique Beautiful Interior but staff doesn't pay attention
I stayed here for a friends wedding and we had requested that all luggage be removed from the bridal suite and moved to my room. The bellman never came so when we returned from the wedding all bags were in the bride and groom's room. Needless to say, we were very upset that we had to interrupt the the bride and groom on their wedding night to retrieve our bags.
In addition, as a SPG gold member I was told upon check in that I had been upgraded to a nicer room. When I got to the room I realized that the view was of a construction zone.
November 11, 2013
Rated 1 out of 5 by Jockster Poor staff response to problems
It took 4 days and 4 complaints to get the telephone in my room working. A hotel manager left a voice message about the problem, which I did not receive for 2 days until the phone was fixed. Service at breakfast was slow and unresponsive. At one breakfast I was served a bowl of oatmeal without a spoon, and one was not provided even after I asked. I ended up eating the oatmeal with my coffee spoon. The one saving grace was the housekeeping staff. The housekeeping service provided was some of the best I have received anywhere in the world. This outstanding service made the stay tolerable.
February 20, 2014
Rated 5 out of 5 by Weekender12 Excellent Stay
Our Stay this past weekend was the BEST yet! We have been coming to this property for years, and everything just seems to be getting better!!! Kimber at the Front Desk, the manager, was ***** and made our Anniversary stay FANTASTIC! The Food in Michael Mina's restaurant was amazing and the service even better! We had the best weekend that we have had in a long time, and we can't wait to go back!!! The Spa services were also dreamy! We went back the second day to experience it again.
November 10, 2014
Rated 5 out of 5 by Bushka Very accommodating Staff
We recently stayed at the hotel over the 4th holiday weekend.
I wanted to let management and future guests know what a phenomenal job Front Desk Manager Kimber Takacs did to make our stay a memorable one, from making the reservation, to reserving all activities and just making sure we were well taken care of the whole weekend.
Kimber went far and beyond the call of duty to make sure all our needs were met.
We had such a fantastic time that upon check-out I booked another reservation.
I hope management will acknowledge Kimber for her outstanding personal customer care because she really deserves the St. Regis Act of Valor commendation.
July 7, 2014
Rated 5 out of 5 by TWEFP BEST
Truly Magnificent experience!
My only suggestion would be to replace the bath towels.
They are rough and hard.
I expect plush and soft.
November 20, 2014
Rated 5 out of 5 by TDF1 The setting is beautful and the staff takes it to another level
I truly enjoyed my recent stay at the St. Regis. The staff were beyond excellent and made all the difference. As a result, we extended our stay and added a room. I got great treatment from the point of my arrival with our bellman Matt. He took us to our room, got ice for my friend with a broken ankle, and was very engaging. When we decided to stay longer and add a room, we got exccwe got great support from Christopher who was so nice and kind. Thanks for making my friend have an anwesome birthday.
December 12, 2012
Rated 1 out of 5 Hotel dropped the ball three times
I worked with the concierge and Motif restaurant to plan my wedding proposal. The restaurant lost my reservation (ball drop #1) and in their rush to accomidate my needs they place us next to a table of kids under 12 (ball drop #2 - not an acceptable spot for a proposal). Chris, the Motif GM, said he spoke with another onsite restaurant, the Bay Club, and arranged for us to move down there and when we arrived the new restaurant had no idea who we were or why we were there (ball drop #3).
January 2, 2014
Rated 1 out of 5 by Anon Vacationers Beware!!!!!!!!!!
I would never stay at another St. Regis every again.
This hotel will nickel and dime you all the way to the bank. First, they will charge you $25/day for parking with no in/out privileges. Then when you check in, they will charge you another $25/day for "resort fees" for internet and spa regardless if you use it or not. Keep in mind that they don't tell you this when you first make the reservations. Lastly, be sure to check your bill as they will charge you for the mini bar even if you don't take anything out of it.
I would give this a negative rating if I could as I have had a better stay experience staying at a fly by night motel than this place.
I have been a gold member for quite a while and if they treat their preferred guest this way, I can't imagine how they would treat non-preferred guest members.
May 13, 2013
Rated 3 out of 5 by girldriverusa Why Hotels Don't Understand Luxury
This is a clear example of how we have bastardized the term luxury. There were ten pillows in my room. There was an 800 pound mirror next to the desk that made it impossible to get to electrical outlets--I have to move to a stool to write on my computer. I couldn't plug my phone into the outlet near my bed because I couldn't get to it and it was completely occupied anyway. But the big issue is this: This hotel does not offer complementary in-room coffee. They will bring a coffee "service" to your room at a charge of $32.00. I don't know about other luxury clients but this one want to make her own coffee in the morning and not have to deal with a waiter, signing a bill, answering questions in my pajamas BEFORE I have had a cup of coffee. One of my colleagues called it barbaric. Now trust me this hotel LOOKS like luxury or at least the concept of luxury that developers think luxury looks like. It's got eight fountains going after a 4-year drought in California that has turned the landscape brown. It has a grand lobby. The rooms have too many pillows, nice linens, big time TV, nice decor. But the place is possibly the worst layout of a hotel I have ever seen. Good luck finding your way around. Bottom Line: I wouldn't stay there unless I had to--which was the case as I was a guest of a corporation.
September 25, 2014
Rated 5 out of 5 by Kozy1 Beautiful property, very friendly staff.
I felt like a valued family member the entire time I was at this property. Every staff member I interacted with was friendly, helpful and pleasant to talk with. Every request was met with enthusiasm and fulfilled quickly and often beyond what I expected.
While the main hotel is not even remotely a beachfront property, the hotel does have a private beach clubhouse that guests can visit by riding less than 10 minutes across hotel grounds in a fancy tram shuttle.
Be aware the hotel does not have a free or low cost self parking option, so all guests with cars (which is likely 90% or more) are forced to valet park for a high price, which really adds up on a multiple night stay. I found this situation surprising since clearly they have the room on this sprawling, non-urban property to provide a self park option at a reasonable lower rate per night.
December 8, 2011
Rated 1 out of 5 by NM21 The hotel did not meet our expectations.
Check In time was 4:00. We sat in the lobby bar and had a drink. At 4:30 we went back to the desk because we had to change for an evening event and needed to get into our room. It wasn't ready so they offered to buy us a drink. We accepted and when the room was ready the front desk associate said, ät least you got a free drink". The TV did not work in the room - it was finally repaired the following day. There was a plumbing issue in the room above us that wasn't resolved for two days. The room overlooked a corporate dinner for hundreds of guests with microphones, lights, etc until 11:00 PM - why not put the guests of the dinner in our room and move us to a quiet side of the hotel. The last night we had dinner at the highly recommended Monarch Bay Club. The service and food were both inadequate. The valet staff - excellent! But that is not a reason to return.
September 8, 2013