Rated 2 out of 5 by Lee1735 The staff did not recognize my gold status
I have been to this Hotel at least 6 times and have kept returning. This time, as a Gold Status, I could not obtain an upgrade or extended check out time (1 hour only).
This is my last trip to this great resort.
September 12, 2013
Rated 5 out of 5 by Naz9 Hotel 1st impression
This hotel has a great sense of arrival.
June 15, 2014
Rated 5 out of 5 by Mariemorn Spectacular meeting location
Every experience I had with the staff at the St. Regis was above and beyond expectations. They should teach a master class in customer service.
November 12, 2013
Rated 5 out of 5 by Theodorou Only the finest!
Amazing first class staff and accomodations! Beautiful grounds make it like a paradise. Keep up the great hospitality and perfection!
November 11, 2013
Rated 5 out of 5 by NE2013 Customer Service 2nd to None
This hotel exceeded my expectations. Staff were beyond hospitable and I was amazed at how attentive housekeeping was.
November 11, 2013
Rated 5 out of 5 by DWP1 Enjoyable visit
The staff made a business meeting feel like a vacation so my hats off to the staff
November 11, 2013
Rated 5 out of 5 by Kimbers Relaxing atmosphere,
Our room was awesome, beautiful patio and all around 1st rate!!!!
November 11, 2013
Rated 5 out of 5 by Gary2013 Great property
This is a great property, very comfortable with excellent amenities. Room was nice and very comfortable. Service was good, although the butler never gave us orientation that was promised. Monarch beach club was a real perk. Golf course was a real treat. My only real criticism was that I had booked suite several months in advance and used the Elite concierge to request a high floor with a good view, and was told that since I was platinum my request would likely be honored. I nstead upon check in front desk gave us first floor with little view. When I protested she told us it was our problem since we checked in late. This was despite the fact I called the hotel twice once before we boarded our 5 hour flight that we would be checking in late. Due to a lost bag and LA traffice we arrived about 7 pm and was told all 4th & 5th floor suites with nice views weref fully committed. When I explained we had booked room with elite concierge we were told to try to check in earlier next time. I am quite unhappy about this and feel that the Elite program and Platinum status sometimes is not as advertised. This was handled quite poorly and I will think twice about using the concierge again for booking or requests since thye have no clout at all.
August 25, 2013
Rated 2 out of 5 by moorewi2 Not a cut above
Our family tried this property hoping to find a nice staycation property close to home. While this is a lovely property it is hardly worth the price to value, and high category SPG rating. Having stayed in Starwood and non-Starwood properties of various categories, there is nothing distinguishing of this compared to any other brand hotel in a major city or resort property. When comparing to other luxury properties in the area, sadly the gem of the Starwood program in soCal falls short. Examples-
1-No Preferred status greeting upon arrival. In fact, the front desk was understaffed (one person) for our Saturday arrival, thus we waited 5 minutes.
2-Newspaper deliver request-asked for LA Times, got New York Times.
3-Complimentary beverage-Ordered a Chimay from the memu only to be informed by the bartender they dont carry it any more. No accomodation.
4-No in room coffee maker, only room service or rent a coffee maker for $25. Even a category 1 SPG property will provide you in room coffee....and what is so "high end" about having to wait for a butler to bring you a of coffee if I want it now?
5-Valet Parking Fee is not included in the Resort Fee. And Self Parking has no in-out priveldges.
Luxury brand should be about service, service, service. Here, however one gets lost in the crowd.
November 28, 2012
Rated 3 out of 5 by bambam97 Room Service Horrible & Little Platinum Member Recognition
Location = What you would expect from Dana Point and near the beach. Meets St. Regis Standards as far as location is concerned.
Service = Marginal at best. Was so promising until I got to the front desk & my Plainum status was not recognized accordingly, the room that they gave us was so distant from good views that it was hard to believe that it was an "upgrade" - Even worse is that we were so close to Christmas that I could tell that there were plenty of empty rooms in more desirable locations, but none of them were made available to me despite staying at SPG hotels over 60 nights this year.
ROOM SERVICE = EXTREMELY DISAPPOINTING - JUST DON'T DO IT! EXPENSIVE RESTAURANT PRICES FOR SUBPAR FOOD - THEY COULDN'T EVEN MAKE MY FISH & CHIPS CORRECTLY.
Other Food & Beverage = Well, we paid over $50 for 2 sandwiches, 2 sides, and 2 drinks at their "crust" cafe during one of our afternoons and the sandwiches were decent, but the sides were subpar, and needless to say...EVERYTHING WAS WAY OVERPRICED
Pool & Spa looked inviting, even though we didn't have a chance to get in as it was sub 40 degree temps during this time of year
Fitness Center was not anywhere near St. Regis standards
Overall, I would have loved to use my money elsewhere & will not recommend this particular St. Regis Hotel to any of my friends, nor use my rewards on this hotel moving forward...
December 25, 2011
Rated 2 out of 5 by Dad11d7 Service is an issue
They were undergoing renovations of the lobby and bar area and so these areas were closed during the renovation and we were not notified prior to arriving. Since we were having a family reunion there, these common areas were critical to our enjoyment of the hotel. It seemed they were understaffed. Service in the restaurant was amiable but very slow during the busy times. There were times during the afternoon where there was no pool service.
The rooms were nice but plumbing was an issue: 3 of the rooms in our party had problems with their toilets. The setting is beautiful and the grounds are well-kept. The problem was that because the lobby closed, the only place to enjoy the view with several people was in a restaurant or outside and because it was fairly cool most of the time, outside wasn't much of an option. This will probably not be an issue for anyone staying after our stay since they were opening it back up the day we left, but my complaint is that we were not notified prior to arrriving. If we had, we may have still chosen the property, but made alternative plans to congregate. I think when you spend so much for a room, part of what you are paying for is the entire experience, which includes a nice lobby with seating and a comfortable bar.
Overall, for a high-end hotel with a high-end price, I felt we only got a nice room and pretty setting for the price.
December 30, 2012
Rated 5 out of 5 by Yogagirlski Beautiful Memories....
The staff at St. Regis went above and beyond our expectations! It was so wonderful to wake in the morning to such beautiful views and the property is gorgeous!
My husband in is a wheelchair and all of our needs were met, and we were able to get around with ease. The reservationist helped in more ways than I can say...he was an angel! When we arrived to our suite we were greeted with a bed of roses heart shaped and petals everywhere! I knew then we we going to have a very special stay...and we did! We also had A very memorable, fantastic meal at Stonehill Tavern... recommend the tasting menu!
June 28, 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 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 2 out of 5 by luv2travel22 Service Needs Help
We stayed here with our two young children, along with a connecting room for our nanny and her husband, who are in their mid-20's.
The Good: The housekeeping manager was great and went the extra mile to go to the store and get some hypoallergenic was for the kids as my daughter had a skin reaction to the body wash. The valet guys were extremely friendly and helpful.
The Bad: Our nanny and her husband were constantly questioned if they were staying at the hotel and what their room number was because they were young. We were embarrassed and had to keep apologizing for the hotel staff questioning them on their behalf.
Ordering lunch at the pool took an hour for delivery and the food was subpar at best.
My wife was talking to the valet guys that we were going to Disneyland for the day and they suggested we talk to concierge to get tickets. The concierge wouldn’t even acknowledge my wife directly and simply stated to the valet “well she can’t get them here; she needs to go to the Business Center”. He wouldn’t even leave his post to help her or show her to the Business Center. I thought this place was supposed to provide service? When I called down to concierge and asked for a recommendation for a fish restaurant in Dana Point that is reasonable and kid friendly, she chuckled at me and said “well we are in Dana Point…” What kind of answer is that? I know where I am…I’m staying at your hotel!
St. Regis Butler Service, Allow Me does not exist here. I would not return for a family vacation
July 24, 2013
Rated 5 out of 5 by Beachy66 My Stay
Was a wonderful experience all the way around - the wait staff, the golf pro, chefs., tram drivers... (I am sure I missed some) Can't say enough how great our experience was !!
April 28, 2014
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 sidney4725 passover vacation
my family was at hotel for 9 nites for our passover retreat. we have been to many of these type of vacations and you staff in dining rooms, concierge, front desk, cleaning were superb.looking forward to next year!!!
the schlusselbergs el paso texas
April 25, 2014
Rated 5 out of 5 by Shannon40 Exceeded my expectations!!
It was my 40th birthday and we stayed 2 nights! The staff everywhere we went were so gracious and made this special weekend glorious! While we waited for our pool and ocean view room to be ready, we were served 2 complementary drinks while watching the sunset! That night we decided to have dinner at Stonehill Tavern, and WOW we were impressed with wait staff and the amazing food!! Our 3 hour dinner was divine! The next day at the pool was simply the best! Perfect weather combined with perfect service, drinks and food!! The pool staff even surprised me with a bottle of champagne and chocolate covered strawberries in our room for my birthday- Amazing!! The St. Regis really cares about their guests and take time to visit and get to know them. We will be back, very soon!!!
May 5, 2014
Rated 2 out of 5 by AKull Very disappointing
My family and I stayed at this property for one night because it was the ONLY Starwood property in the area. We were visiting friends whom we hadn't seen in a long time. We thought it would be fun if they could come to the hotel for lunch and then all the kids could swim together while the adults chatted. The hotel was still very empty as it was noon on Friday and there were only two other tables seated. Nonetheless, the service was atrocious. The drinks took 15 min. to arrive and then trickled in one at a time. We were 10 feet from the bar and it still took 25 min. for my beer to arrive! It took another 15 min. for the appetizers to appear we repeatedly (about 8 times!) had to ask for things which hadn't been served. It was like we had to work for our lunch. Next we find that you cannot have guests at the pool-- even if there is NOBODY else there. I understand the no guest policy when it is crowded, but to not allow it at all EVER is just poor hospitality. We spent an enormous amount on lunch and would have continued to spend money on drinks. It is not as if they would have been disadvantaged. We even offered to pay a fee to use the pool for 2 hours, but they would not make any exceptions. They couldn't have cared less that we are SPG gold members and were unnecessarily rude in responding to our inquiries. The "gentleman" at the front dest was even haughty. The last straw was at check-out: I was waiting in line while my husband got the car. There was somebody coming down the line to help people with getting their bills printed out and offering drinks, a nice service when there is a line, but he totally ignored me! He helped the MAN in front of me and then assisted the MAN behind me, never bothering to ask if I was waiting. I guess he assumed I was with one of the MEN in line!! Totally unacceptable behavior!! I spoke up immediately and he apologized, but this should never have occured. I left the property feeling extremely offended and completely appalled at the terrible service we received. I will NEVER stay there again.
November 20, 2013
Rated 2 out of 5 by electricbus Disappointing
terrible customer service
April 28, 2014
Rated 2 out of 5 by OCResident Disappointing service
We experienced what I would call several small "hassles" that culminate in a poor service experience. We requested a quiet, remote room away from outside events and activities, and re-iterated this upon checkin. I got to the room to find 20 guys outside my patio setting up a huge tent and speakers. Lets try again and I had to call to be moved to the other side of the hotel. We couldn't access the internet because they had our name spelled incorrectly; trying to explain this to the employee that there was no issue in our equipment connecting...this was fine....that it was on their "authenticating" end was futile and she insisted on sending someone to our room because it must be us....the tech had to just give us a free passcode because we were connected fine as I stated and he could not resolve in our room. Our phone handset didn't work so we had to use the speaker phone; the tv checkout system wouldn't work either; my self parking ticket couldn't be validated and didn't work and my room key worked the first day only. The bed was very uncomfortable as you are sleeping in a hole - they don't flip, or fluff the mattresses or mattress pads. We rode the tram back from the beach, and asked to be let out near the golf club as our room was in the north wing and closer; another guest who was on our tram laughed when he saw us back in the hotel and informed us the tram driver was angry saying "we obviously weren't guests and shouldn't have picked us up" - Nice! The most irritating hassle however was the food offering hours. Typically the best hotels offer food all hours and we have never had so much trouble eating a nice snack or something small between 3-5 pm. The lobby lounge offers such snacks or bar food, but not until 5.....and the pool bar...typically the resource you would count on for this doesn't serve food during the afternoon hours -RIDICULOUS. Your only choice is to go to the sit-down restaurant or room service. Their morning snack place, Crush doesn't remotely cut it by late afternoon unless you want m&m's or a tired muffin. Overall, we found the experience one hassle after another.
January 21, 2013
Rated 3 out of 5 by dissappointed14 Overrated
Not nearly as good as expected.
June 11, 2014
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
Rated 2 out of 5 by Landon Staff having an off day?
As a former employee of a hotel and many restaurants, I often get the vibe that I'm a hotel snob and set my expectations high. And at the rate this property charged the night of my stay, yes, my expectations are high.
For the amount of money I offer 2 stars - Needs improvement.
Trip was a stay-cation, birthday overnight on a Sunday.
1. Room not ready (that happens on a Sunday)
2. Once checked in - 3 instances Housekeeping/Management knocked on our door to see if we were checking out. Trying to relax and get a nap while being interrupted. This is cause for a bad review.
3. Cafe food - $16 hamburger should come w ketchup and mustard w/o asking for it 5 mins later. Heatlamps should be checked for Propane; we had ours switched 3 times. Water glass went empty 3 times - why?
4. Room services the next morning was spot on..and the view from the room was also perfect.
Overall I feel like the staff might have been worn out from a long weekend, but that's part of the game in the high end hotel market.
Overall, I am dissatisfied with the experience, however families with children will enjoy this property.
June 20, 2012
Rated 3 out of 5 by Frequent1 Not Up To The Level We Expected
Disappointing overall for a two room, two night stay Thursday through Saturday in early August using points for a Platinum member:
1. No upgrade for either of the two rooms.
2. Long lines at the front desk. Took about 30 minutes to check in.
3. No towels in fitness room on first day. Had to place a special request.
4. Took 3 phone calls to room service to get a bucket of ice.
Their pool service however was outstanding. Great and attentive staff.
I stay in a lot of hotels throughout the year. This was not the level of service I would expect from a St. Regis.
August 26, 2012
Rated 2 out of 5 by Dave do not stay here
Day one our stay was fine. The morning of day 2 we could not use the bath facilities due to what looked like fecal matter coming out of every facet in the bath room. The bath water was dark brown and black. We called the manager and they sent the engineer to the room who took pictures and said he was sorry. Eventually the water ran clear again but we checked out. Management apologized but made us feel the issue was no big deal. Certainly not the St Regis experience we have had in the past. We were disgusted by the entire experience and how it was handled.
February 26, 2013
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 1 out of 5 by DNaysan Room Smelled Like feces
This is the only time i have ever written a review due to an extraordinarly unpleasant stay. My room experienced flooding issues from the toilet that caused a foul scent that resonated throughout the whole room. We did make multiple complaints to the front desk/manager with the issue still being unresolved. We were given a $275 credit, however i felt that was insufficient for the troubles we had experienced. Our trip was ruined and came back home unrested with my wife getting sick.
Btw, fyi Pay at the front desk was very rude and unacomodating.
May 30, 2013
Rated 5 out of 5 by ace33 Fun, family-friendly hotel
My first surprise at this St. Regis is the mass quantity of families and children about. I found this unusual for a StR, but acclimated to it.
I usually stay here for a week at a time and just love morning walks to the beach and the incredible balcony-view restaurants.
It always seems there's a wedding going on, and during Christmas, there is a mass of festivities. If that's your boat, great. If not, be advised. This is not a place to stay anonymous. Expect children running past your feet, and families at every turn.
Great spa. Great golf.
February 13, 2012