Rated 3 out of 5 by Deez24 Nickel and Dime Atmosphere!
This was the 3rd time I have stayed at the property since it opened and I must say, unless drastic changes are made, it was my final stay. My wife and I were celebrating our 18th wedding anniversary and while there was a nice gift and attention to detail from the staff on recognizing the event, in so many ways, the rest of the stay fell short.
The chaos at check-in was not typical for an SPG property. There was a line 10 deep and the entire process, while fast for our reservation, was quite slow overall. The vibe in the lobby was stale at best. There was no music, live or recorded, and the are seemed sterile and unwelcome this weekend.
The room was disappointing in many ways. The room I reserved was referred to as a Luxury Ocean View but the view was more of the golf course and a service road. This was not really what I would consider a true ocean view but a partial ocean view and I felt a bit mislead, especially for the $650 pre-pay rate I paid. The room was also left extremely hot and the entire 2 days the A/C was struggling to cool down the room. I also could not understand why the TV failed to include local TV stations??
Stonehill Tavern was a great restaurant and we enjoyed the dinner and service we had there Friday night. We also felt that the staff and vibe of the Monarch Beach Club was professional and attentive. The spa, while in need of updating (steam room broken, and the lounge still had a "boom box" radio??) offered a great service --kudos to the masseuse. However, to not have coffee available in the lobby is not on par with other properties who would be competitive to this facility. The only way to get a cup of coffee was to wait in line in the lobby cafe, despite being told by an employee that we could call "Butler Service" and avoid the long lines to be had. When I tried that, I was told that our room (again, an upgraded Luxury Suite, or so I thought) did NOT include the service and that I would need to call for regular room service -- again, nothing special about that option.
So many possibilities with a property this way but overall, the facility seemed dated and faded, in need of some work and updating. The fountains were broken or shut down due to the drought(?) and the carpets seemed dirty and falling loose. In order for us to revisit the hotel, we would need to know there was a major change in management and that the facility was invested in updates.
August 25, 2014
Rated 3 out of 5 by 1000wattmarc St Regis Review
The staff was nice but not on top of their game. Upon check in, we were sent in the opposite direction creating a 30 minute hunt down hallways looking for our room. We passed two hotel employees who couldn't help us either and finally suggested we go back to the lobby and have someone there help us.
Uninformed employees seemed to be prevalent. The women at the coffee shop didn't seem to know what a small cup of coffee means. Each time, she reached for the largest, most expensive choice when I clearly articulated my desire for a small cup.
On the first day, I waited for an extended period of time while one employee attended the many needs of the guest in front of me while two other employees stood behind the counter talking to each other ignoring me and the line forming behind me. Someone behind me finally interrupted their conversation and got them to do their job.
The overall bummer - the maze of rights and lefts required to find elevators and rooms. The hotel has really poor signage so directing oneself around is a real guessing game.
Biggest problem: Our room is on the 3rd floor and the lobby is on the 5th floor. In others words - up to the lobby, down to our room. We lost count of the amount of times we did the exact opposite due to habit of going down to a lobby and up to a room.
Was disappointed in the lack of shops and lack of selection.
Regarding decor, average building, okay grounds but nothing special. The pool by the spa - no service the entire 3 hours my wife and I were there. Not even someone pouring water.
When I add all this up, the only semblance of luxury here is the price of the room, the cost of the food and the white gloves the hotel staff wears. But underneath that, I would not put this hotel in a luxury classification. I've had much better stays at W's, Westins and Sheratons.
August 24, 2014
Rated 5 out of 5 by IGNRF Another great stay
The St. Regis MB continues to be my "go to" destination when i'm in OC. A very nice surprise on this visit as Monica at the front desk informed me you were in an oversold situation and for my loyalty and being an SPG member she upgraded me to one of your royal suites. Amazing. Not sure how I will stay in my usual room when I return. That was a nice gesture (and an early birthday present). It took your usual great level of service to a whole new level. All staff continue to be attentive, responsive and do a great job.
August 15, 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 5 out of 5 by Spotlight0120 Service was Golden
The entire staff at the St. Regis from Valet to front desk and room service truly made us feel welcome and valued.
We are SPG Gold members, and we were treated as valued members of the SPG family. Especially at reception, we were asked if we were celebrating any special occasion, and when we asked for a late checkout, we were accommodated for two extra hours.
This was a huge step up from our last stay a couple of years back, and the change for the better is profound. We will be back, and we will not hesitate in recommending.
July 13, 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 5 out of 5 by pargirl Just wanted us happy
From the moment we stepped out of our car, everyone did whatever it took to make us happy. Polite beyond description. Gave us all we asked for and more.
Food at the golf course restaurant was the best!!! Golf course was beautiful and well run.
This was our second time staying at the St Regis to celebrate an anniversary. I am sure we will come back another year.
July 18, 2014
Rated 5 out of 5 by Boomer17 Memorable vacation due to Supurb Hotel and Staff
My wife and I recently celebrated our 25th anniversary and wanted to make our event one to remember. Wow! Thank-you for making our 25th anniversary one to remember. Excellent room, superior staff, wonderful food, top notch spa and the best butler one could ever ask for. Thank you for making our anniversary special and one to always remember.
August 16, 2014
Rated 5 out of 5 by diane1965 wendy samuels
I was very disappointed with the Concierge attitude. Everyone else at the hotel was above expectations.
August 18, 2014
Rated 5 out of 5 by BirthdayMom716 Phenomenal Sweet 16th Birthday Celebration!!
We celebrated my daughter's sweet 16th birthday at the St. Regis and the entire experience was fabulous! Someone read my pre-arrival survey, contacted me about my specific requests and answered all my questions. Upon arrival, we were pleasantly surprised by our Starwood Gold room upgrade to a suite, complete with butler service. We had reserved a second room for the next day (actual birthday) for our daughter and her friends to use. I was able to check-in to that room early as requested (12 noon) to allow me to decorate and set-up my candy buffet. The room was close to ours for convenience. The hotel very nicely sent-up a complimentary mini chocolate cake wishing her a "Happy Sweet 16 Birthday" and our butler arranged for cake service for 8 at the time of our choice, along with complimentary balloons! All in all, the hotel made my daughter feel very special on her birthday, which was exactly what I was hoping for when I made the reservation. Thanks St. Regis for going above & beyond!
July 18, 2014
Rated 5 out of 5 by Mewsew Excellent Hotel with the Best Service
Enjoyed our short visit at the St. Regis Monarch Beach!
August 18, 2014
Rated 4 out of 5 by jmgpgg111 Pretty good hotel
This hotel has lots of things that are very nice. The rooms are clean and the beach is nice.
Suggestions for improvement:
1. The pool areas are too small to accommodate the guests. Need more pool area and chairs for guests.
2. The food and beverages are overpriced for their quality. $14.00 for a daiquiri?? $5.50 for an iced tea? That is just greedy.
3. Coffee should be provided for in the room at no cost.
4. Every time we called down for the car to be brought around by the valet people, it was not there when we arrived out front. Not sure why we would bother calling down.
5. The TV was blaring on the speaker in the bathroom.
July 26, 2014
Rated 5 out of 5 by Bobarb2014 Enjoyed the beautiful grounds and wonderful service of the St Regis
With a gentle ocean breeze along with an awesome ocean view, St Regis Resort welcomed me. The Staff were very attentive to my every request and always with a warm smile. The food at the Motif Restaurant was delicious and well presented. The Spa was truly relaxing after a day on the golf course. Great place to get away and enjoy the beautiful grounds and much more.
August 14, 2014
Rated 3 out of 5 by Nupie Customer Service Needs Improvement
I've stayed at the St. Regis multiple times before, however I hadn't been there in over a year. Unfortunately, I was disappointed at this last stay.
At the cabana near the lawn, we ordered a few mojito, and when they arrived, we realized that one of them was a virgin mojito - they forgot the alcohol. There was a noticeable difference in taste among the ones we ordered. We informed the waitress that one of the drinks was missing the alcohol, and she responded 'no it isn't' and walked away. We were further upset when we were actually charged for the drink that wasn't even consumed as it wasn't what we ordered.
We realized we forgot something in our car and went to valet to ask to bring our car up. We sat and waited for 10 minutes, 20 minutes, then 30 minutes. We noticed that people who came after us had already received their cars. We went back to valet to ask what the status was. The woman behind the counter then realized that our keys were still in the bowl and didn't hang them for the valets to get. Realizing this mistake, instead of putting our keys at the top since we had already been waiting for 30+ minutes, she put it at the bottom and argued with us when we asked for it to be fetched earlier. Waiting 45 minutes for valet when it was only moderately busy was ridiculous.
This is just two short examples of my experience. I used to go to St. Regis for awesome customer service, but unfortunately I will likely not return any time soon.
August 18, 2014
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 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 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 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 davidpenningtonlee Fantastic staff
Amazing staff. Very professional and courteous. Tremendously responsive and so positive. A wonderful greeting from everyone everyday I was there. Even after a long morning run, the valet team sprinted to get me some water upon my return. Wonderful hotel.
July 16, 2014
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 5 out of 5 by CocoG Spectacular
My little sister is a competitive horseback rider and we are frequently in the area. Any time we are, we make a beeline for this hotel. The staff makes the place feel like home - and that is really nice considering that we will sometimes be away for weeks! I can't say enough about how much we love it.
July 13, 2014
Rated 5 out of 5 by Bill2376 Wonderful
Your staff is exceptional. I had a suggestion of lowering the beds in the wheelchair accessible rooms and when I came back to my room, my bed had been lowered and a handwritten note explaining that they wanted me comfortable! ADA room was good. One small thing for the cleaning staff is if you see someone in a wheelchair, move the shower head to the bottom setting. It was difficult to reach up and move it down each day. Everything was great!
August 10, 2014
Rated 5 out of 5 by JHC714 Top notch luxury hotel
We loved our stay at the St. Regis. Service was exceptional at every touch point from valet/bell service to checkin to restaurants to the pool and beach. The rooms are beautiful and the beds are fabulous.
July 14, 2014
Rated 5 out of 5 by CuitePops Special details
I have stopped my business travel so I did not expect the perks I was accustomed to in the past from SPG. When we arrived after having recieved a lovely email from our special contact Nevine, we were told we were upgraded! As we had friends meeting us for drinks we did not get to our room until 7:30 pm. When we opened the door the room was a magical place with roses and a special cake and champagne. In a corner view room!! The bed was so comfortable. For my man who was celebrating his 50th Bday and who has never experienced the St. Regis Service- it was a perfect night. We even pulled ourselves away from the perfect room to grab a wonderful meal and view/beach walk at the Monarch Club. A perfect stay cation!!
June 9, 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 by Versailles79 Mismanaged. Disappointed beyond belief
Despite this being a $575+/night hotel, the amenities and services are light. There is no coffee maker in the room. It is counter-intuitive why the cheaper hotels give more (in-room coffee maker, newspapers, free breakfast, free wifi) while SRMB charges everything a-la-carte.
Service was bad. Nobody seems to know what is going on. And staff does not follow through.
July 7, 2014
Rated 5 out of 5 by Travelpropbd St. Regis Monarch Beach
Excellent facility. Beautiful golf course, excellent spa facility included with the resort fee. Relaxing pool with responsive and friendly staff and more than an ample number of staff to care for the guests needs.
July 11, 2014
Rated 3 out of 5 by JimHa NOT UP TO USUAL STANDARDS
Just spent 2 nights at the St Regis. Dinner at the Stonehill Friday evening was just OK breakfast Sat morning at Club 19 was excellent.
Sunday after more than one hour of trying at both Motif and Club 19 to get breakfast we gave up and checked out. The hotel is full of conferences which is fine until you try to eat. I expect in a hotel of this caliber to be able to eat breakfast on the property. The excuse given was "we are very busy". Two overcharges on my bill were corrected but without explanation. We didnt need it (see above) but a late checkout would require an act of congress.
30 -45 minutes to check in and 15 minutes each time for valet to retrieve your car all in all hardly 5 star service.
July 28, 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 4 out of 5 by lizjames00 Gorgeous property. Staff is fabulous
Gorgeous facility. Rooms are beautiful and well stocked. Food onsite is very pricey. Gorgeous views but be sure to request a room with a view.
August 11, 2014