Rated 5 out of 5 by Deb51588 Beautiful Hotel
This hotel was way beyond anything I have ever experienced. The staff was very friendy and helpful. The facility was absolutely beautiful. I was there for a wedding and it was the most incredible event I ever attended. Five stars isn't enough for this hotel!
February 19, 2014
Rated 5 out of 5 by LarryCar First Class all the way
Love this hotel and staff... first class from valet to butler to pool and bar restaturant
February 18, 2014
Rated 5 out of 5 by Stevie106 My unforgettable vacation weekend
From the moment that we pulled up in the drive way, I knew that we were in for a treat. We went to check in and Kelly was there with a smile greeting us to the hotel. While I was checking in, the Front Desk Manager Kimber came out to greet me as well and assured me that if I needed anything at all, just call right down. As I walk into my room, I was greeted by the butler supervisor Nick, which he also assured me that if I needed anything at all, he's one call away. The restaurant was great for all times of the day. Krista served us for both dinner and brunch the next day. She remembered who I was, her service and attention to detail is top notch. I could not stop eating there, the food was just so amazing. The view from my room was the most romantic and timeless scene that I ever had the pleasure of laying eyes upon. Every single person that I ran into in the hallway greeted me with a sir at the end of each sentence. They stop as you walk by so you can pass along. Now that is what I call service! I could not tell you how much this hotel takes service to the next level. I did not want to leave but when it was time, they made me feel as if they didn't want me to go.Ariel did a great job in thanking me for being there and wishing that she would see me soon. I truly felt that she meant that. I can not thank them enough for the hospitality that I was given this weekend. Surely my favorite place to stay in Southern California!
February 17, 2014
Rated 1 out of 5 by Toejanious The Astor family would be incredibly disappointed
Check-in: I’m here to celebrate our 6-year wedding anniversary with my pregnant wife. The plan is to stay Saturday to Monday. I’ve been to several St. Regis properties around the world and they’re all fantastic. I come in at 330pm on Saturday and find a long line (about 10 people to check in before me). Finally, I make it to the front of the line after 15 minutes, and upon check-in, I’m basically told that while most SPG hotels have one or two platinum guests per night, this hotel has about 50 at any given moment. Do you think you’re special for being a Platinum member? Allow me to confirm that at this hotel, you’re not. And they’ll remind you of that as you’re checking in. Oh, and if that’s not enough, your room is not yet available. Come back at 430pm, maybe. Actually, we’ll call you because I’d like to be honest with you – your room probably isn’t going to be available by 430pm. Not sure when it’ll be ready. And so we’re off to a bad start…
Breakfast on Sunday: My pregnant wife wakes up on Sunday morning and is hungry. That’s understandable. It’s Sunday morning – what should we do? They have Sunday Brunch that starts at 11am. But it’s 930am. No worries, we are told that we can wait until 11am, or we can have breakfast outside by the pool and still use our Platinum credit of $20 towards the breakfast buffet. Sounds good – lets go to the pool. Ok. Well, I can tell you that after spending 10 minutes there, ALL of the hotel’s attention is diverted to the brunch beginning at 11am. All the food at the breakfast buffet is either undercooked (yes – undercooked eggs – delish!) or overcooked. Half the items are also missing. Have you ever had breakfast at a St. Regis property? It’s always fantastic. As a matter of fact, they tend to blow me away by how good it is. Well, not here. At least not on Sunday when they’d prefer you wait till 11am and pay $7o per person (and you cannot use your platinum credit there, of course). Lovely. Let’s just go to the pool.
The pool: The front desk tells us there are two pools. An adult pool and a kid’s pool. We don’t have kids (yet) and would like to relax, so we opt for the adult pool. Wanna hear something funny? There are more kids at the adult pool than at the kids’ pool. What’s the point of a kid’s pool you ask? I’m not sure. I don’t mind kids. I love kids. So let’s stay. Good luck finding a seat. You know that picture on their website that shows how elegant the pool is? Yea right. Try multiplying the number of chairs in that picture by 20. It’s like a can of sardines. Get seats yet? Great! But don’t go in the pool. Because as soon as you do, the staff will take your umbrella away from you and give it to someone else. Happened 3 times. It’s so noisy, so packed, so UN-relaxing, that we decide to leave the pool and go to the beach.
The beach: How do you get to the beach? You take a tram. Cool! So let’s get on the tram. Actually, you’ll need to sign up for the tram. Why is that, sir? Well, because we have about 10 people before you that would like to go to the beach. Oh. Ok. Sign us up. Two trams come by, and we finally get on the third. Only about a 15-minute wait. Ok, I guess? A bit surprised, but let me just suck it up. So we finally get to the beach. Oh. You wanted chairs? You wanted an umbrella so your pregnant wife doesn’t bake your unborn child? What’s that? You’d like towels too? Sorry dude – we’re out of all of those things. At this point we headed back to the hotel (yes, after waiting for the tram, again), and checked out one day early, after less than 24 hours at this hotel.
Let me be clear. This hotel has turned into a vacation factory. Do you think that you’re staying at the St Regis hotel with all of its exclusivities and exceptional service? Do you think they’ll go out of their way to make you feel special? How about as a platinum guest? How about as you’re celebrating your 6-year wedding anniversary? Nope. Think again. This place should change the name on the door from St Regis to (insert generic hotel name here). I’ve stayed at over 10 St Regis properties worldwide, and it has without a doubt, become my favorite hotel brand because of the consistency in its exceptional service. Management at this property should be embarrassed.
September 3, 2013
Rated 4 out of 5 by motown9 solid upscale hotel
well appointed rooms that are very nice, good location, great walking trails to beach, good food and service above average except at Motif where it is below average.
February 13, 2014
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 5 out of 5 by CAH14 Great property
Great service everywhere
We love dining at the Monarch Bay Club
Room service was way above most competitors
February 11, 2014
Rated 5 out of 5 by rsmcarey Great mix of business and pleasure
We have hosted our annual school-wide fundraiser at the St. Regis for the last three years and our support continues to grow.
February 10, 2014
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 mjanGOLD Hotel needs to pay attention to details-
This St. Regis is an old property that tries to be new and luxurious. I am here for a weekend getaway with my Girlfriend using Cash&Points for my stay. I was given an enhanced room for my Gold Status. The room was dated and the attention to details weren't visible. I found dust spots in several locations in the room, especially places that are often harder to clean. I found a piece of plastic wrapper right under my bed. I didn't call to complain because I didn't want to change rooms and affect my getaway with my girlfriend. This location needs to pay attention to details, especially because this is a St. Regis property. Lastly, I had to wait in a 25 minute check in line due to a business convention that was in session. My experience here at this property was not desirable because of the rowdy atmosphere from the convention on property. I will not recommend this location to SPG members or non-members if they were to pay the full premium rate. I am disappointed.
January 20, 2014
Rated 5 out of 5 by Mother27 Disappointing service
This was our fifth stay at the St. Regis. The hotel and facilities do not disappoint. The check in staff are friendly and efficient. However, when we went to the lounge area adjacent to the bar to have some evening snacks, we were severely let down. Having waited ten minutes I approached one of the four or five servers that were on the floor and requested a menu. She gave me one. I sat back down. I must add that the area was not busy or I would have been more understanding of such dismal service. We waited a further twenty minutes while servers walked right by our empty table and it was only when we stood up to go that one server asked did we need anything. Very very disappointed.
January 3, 2014
Rated 3 out of 5 by Ledzec Repeat visitor let down on many fronts
I originally sent this email to the GM and also responded with specific answers on a survey after our stay. I have heard nothing from SPG or the property, so hopefully someone in management will read this and be able to address some of the shortfalls:
This is our second stay here, coming from the Palos Verdes area, and we returned specifically because our first stay was spectacular.
Unfortunately, this one has left quite a bit begging, and it was punctuated by an exchange I just had with a Manager named Pei. After I left the spa today and returned to our room, I realized I had not called to confirm the 4pm late checkout afforded by my Gold (now Platinum status). Normally front desk personnal ask about this upon checkin, but there was no mention.. Since we reserved multiple services at the spa and were enjoying them and unwinding after, I wanted to take advantage of it.
When I was told I could not have a late check out, I asked to speak to a manager and a Ms. Pei called me. While she attempted to be polite on the surface, she was essentially lecturing me in a relatively condescending fashion about SPG policy and the 4pm checkout and how it was upon availability. I have NEVER (you can see my dedicated history at Starwood I'm sure) been told I could not have a 4pm checkout, ever, including our last stay here. But the biggest issue I have is not with her rather panicked (no on-duty manager should be that skittish) attempts to refuse the late 4pm checkout, but with her attitude, especially when she relented finally but made it clear that she was doing ME a favor and allowing me the late check out I am entitled.
What I informed Ms. Pei and would suggest to anyone responsible for operations or training in an hospitality setting, is that if you do not plan to extend something that is clearly expected and regularly offered expected benefit (even if the fine print says its upon availability), that should be communicated up front, at least at check in, and frankly at the time of booking, because other plans are made around the room booking, REVENUE GENERATING plans for the resort.
Ms. Pei seemed only concerned about her occupancy issues and SPG benefit policy. I found her extremely displeasing.
In addition, I expressed to Ms. Pei that we had issues with the room when we returned from Stonehill Tavern and she didn't seem to take any particular note or offer anything other than a fleeting "my apologies", so you might want to have them addressed. They included:
- Water in shower that had no "warm" just extremes of hot and cold
- Even though room was hot, we could only get hot air to come out of the A/C system for some reason, even when we turned the temp down low, and had to sleep with the door open, resulting in us waking early
- The door to the toilet room is extremely squeaky and woke up the other person when it was closed
- I clearly indicated in my reservation that there were two adults, and it was clear that a man and a woman's belongings were in the room, yet, the turndown service was only done on one side of the bed, no water, chocolates or slippers on other side
In addition, my girlfriend was served spoiled youghurt in a yogurt parfait at the coffee bar this morning. We also waited 15 minutes mid-afternoon in the main restaurant for just initial water service. My order was taken and delivered incorrectly and there was no offer of correction.
So I am spending the last hour of my stay here while my girlfriend finishes her mani/pedi writing this email, because besides all the room and food service failures, what I really hate the fact that your Manager was condescending and caused me distress with her attitude at the end of a supposedly relaxing stay. She really seemed ungenuine in her concerns for the problems we had during our stay and also my issues with her attitude and attempts to make it sound like I was out of line and she was doing me a favor.
Unfortunately, we had hoped to make the St. Regis a getaway for us on a repeat basis in the future, but I don't think we will be coming back.
January 23, 2014
Rated 2 out of 5 by Kelly48 Nice place bad attitude
I'm completing a preferred level # of visits for 2013 and thought this would be a nice treat for my birthday. It ended up being a lesson in lowered expectations. Hotel itself and rooms where as expected for a St Regis. What was severely lacking was the level of customer service and preferred level treatment. My stay started with a snobby front desk personnel with no hospitality. I would have been satisfied with the expected basic level of service at a lower star level hotel in spg, which would have beat this "St Regis". If I had to do over again I would have used my time and money ($$$$) at another chain that would treat me better as a preferred frequent client. Disappointed
December 29, 2013
Rated 5 out of 5 by mortgagegirl Excellent staff
I encountered lots of wonderful folks working for the hotel. All helpful and authentically nice. Beautiful location as well.
February 6, 2014
Rated 5 out of 5 by Tyedup001 The concierge staff is EXCELLENT!
I was lucky enough to snag a room at this hotel during the very busy holiday season. The staff, specifically, the concierge staff (Mattie, sp?) was very helpful throughout my stay, often going a little above and beyond what I asked and made my stay very comfortable. Although the service is what we expect from the St. Regis, the staff handled all the V/VIP's effortlessly!
January 14, 2014
Rated 5 out of 5 by LanceW Wonderful anniversary
Originally from Dana Point, my wife and I came back this year to celebrate our anniversary. From check-in to diner to relaxing on the patios the staff has been so nice.
Surprising us with champaign and beers was awesome. The stay has exceeded our expectations and we will be back each year.
February 4, 2014
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 5 out of 5 by Asuqita Amazing Sunrises and Sunsets
An amazing place to stay. My love and I had a wonderful time at the hotel. The view from our room as absolutely gorgeous. We witnessed a wonderful sunset and sunrise. Staff was stupendous and courteous.
Will visit again!
February 4, 2014
Rated 5 out of 5 by June101 Relax in beautiful surroundings
Very relaxing, wonderful spa, beautiful location - what's not to love?
January 15, 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 4 out of 5 by sunnys This hotel is like a palace!
Iron did not work. It may be broken. Check room 571 iron.
February 2, 2014
Rated 5 out of 5 by MLM59 St. Regis is a beautiful location.
The St. Regis is a top notch facility. All the staff was of the highest quality.
January 8, 2014
Rated 5 out of 5 by JPannnn Mr.
The best place I've ever been to
January 30, 2014
Rated 4 out of 5 by Familytravel Beautiful location, A bit disappointed regarding Platinum recognition
I was very disappointed in the platinum benefits at this property. As a family weekend away we attempted to use our suite upgrade certificates and the only suite that is allowed for an upgrade at this property has a king bed. There is an additional charge to upgrade to an Astor or St. Regis suite. The pool service was extremely slow. On a positive note It is a beautiful location and the staff at the Bay Club and Motif's were excellent. They do have a tram to the beach which the kids enjoyed.
January 24, 2014
Rated 2 out of 5 by jg13 Luxury Hotel - Bring your own coffee maker
Great facility and room, but seemed like despite being a luxury hotel, they wanted to charge me for ordinary amenities as extra. There was no coffee maker in the room, and when I asked for one, I was told that would be another $25. Unheard of for a luxury hotel for something as basic as coffee. Staff seemed to be more interested in enforcing rules than ensuring a pleasurable experience
January 23, 2013
Rated 4 out of 5 by SamTheMan Decline in service level
I have stayed at this facility numerous times since it opened. I noticed a decline in service this time. My room was not available upon arrival. I had to wait until 5:30PM to receive my room key. I mean 4:00PM check is late already compared to most hotel, but 5:30PM check in is totaly unacceptable.
Also, room service order took more than one full hour to deliver!
January 3, 2012
Rated 5 out of 5 by BLMN Bill and Lisa Nosek
As always was a perfect stay.
January 28, 2014
Rated 5 out of 5 by funtimes123 Beautiful Property
The property was beautiful and everyone was really a pleasure to deal with.
January 27, 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 spgelite2011 This hotel is an spg participant
This hotel participates in the spg program, but they do not have to adhere to the typical upgrades one might be accustomed to if they are platinum spg members. The room upgrades are at the discretion of the resort, and they try to upcharge any type of room upgrade.
December 27, 2011