We stayed in Santa Monica in July as a part of a west coast road trip that we took to celebrate 10 years of marriage. The whole trip had been fabulous and driving a convertible down highway 1 from San Francisco to San Diego was absolute bliss. Then we got to Santa Monica where we checked into a Marriott property. As Marriott Platinum rewards members we try to stay at a Marriott whenever we get a chance...but this trip taught me that being a Marriott Platinum member (which is based on customer loyalty) does not necessarily mean the customer is provided the same level of appreciation in return by the brand. So...3 hours after checking into the Marriott, we promptly checked out and walked next door to Loews purely on principle. We didn't expect much from Loews as we were basically walking in off the street and asking for a room for 2 nights but from the get go, as we described our situation to Michelle at the front desk, we were treated better than years of loyalty had ever bought us at the Marriott. Michelle was fun, sweet, empathetic to our story and as the 'face of Loews' made an amazing first impression of a brand that I had mistakenly assumed would be stuck up and pretentious. Michelle shared what had happened with her Manager, Dustin Seralle, and he took over - apologizing on his neighboring hotel's behalf and promising to make it up to us for them!! And boy did he make it up. Dustin is the epitome of what it means to be insanely customer centric. He recognized that there were things he could do that wouldn't cost much to Loews but would make us feel like we were being put on a pedestal. He booked us in a great room facing the ocean - it was only on the third floor but it provided a beautiful view of the beach and pier which was better than our 'elite status' got us at the Marriott (incidentally when we asked Marriott about that their response was - well, most of our guests are platinum so...) The bed in the room was super comfortable and the bathroom was great. I would recommend this hotel for the shower alone, the water pressure was unbelievable and I wanted to take multiple showers a day just for the luxuriousness of it. I wasn't a fan of the scent of the shampoo though and I felt like that stuck with me for days so next time I'll bring my own. Because he had heard it was our 10th anniversary, Dustin sent a bottle of champagne and chocolate covered strawberries soon after we checked in, proving again that something small for a major hotel can make their guests feel very special. He called up to make sure we had received it and ensure our room was ok - a gesture that took him 30 seconds but made us feel like we mattered. We used the pool one day and although it was small, the staff was incredibly accommodating, not hesitating to move the furniture when I asked if they could help find two chairs we could put together. Nayeli (spelling?) who was our server at the pool was not only stunning, she was also very sweet and good natured. And when I left to use the bathroom and came back to a flyer on my chair that spoke to a policy on how long chairs could go unattended, before towels were removed, she was quick to come over and tell me not to worry, that it was just something they put out daily to remind people who plan to leave for hours at a time. The food at the pool was good and the lounger tables each have small fire pits that so you can hang out after dark and enjoy a few drinks. The real gem though is the proximity to a beach that is so vast it puts you in a zen state as soon as you step onto it. One of my favourite things was grabbing a starbucks coffee from the lobby cafe and spending early morning lounging on the sand, watching the waves roll in.
Our stay in Santa Monica had started out really rough but as soon as we checked into Loews it completely turned around. This is, no doubt, because of the excellent service of the staff at the hotel and their commitment to a culture of service excellence. A HUGE thank you to Dustin and the rest of the team - because of you Santa Monica has now become one of our favourite destinations.
- Official Description (provided by the hotel):
- Situated on the Pacific Ocean with the thriving Santa Monica city on one side and the sands of legendary Muscle Beach on the other, the Four-Diamond Loews Santa Monica Beach Hotel is a beachfront retreat offering dramatic views of the Pacific Ocean and beyond. Loews Santa Monica Beach Hotel has become the first luxury hotel in Santa Monica to receive the Santa Monica Green Business Certification. Offered through a partnership between The City of Santa Monica, Santa Monica Convention and Visitors Bureau, Santa Monica Chamber of Commerce and Sustainable Works, the certification program honors businesses that have taken measurable steps to incorporate sustainable practices into their operations. Open for breakfast, lunch and dinner, Ocean & Vine offers the option to dine fireside or outdoors on a spacious patio while enjoying breathtaking views of the Pacific Ocean and world-famous Santa Monica Pier. Ocean & Vine's contemporary California farm-to-table cuisine showcases thoughtful interpretations of the familiar favorites. Recently named one of the "Best Hotel Spas" by the readers of Conde Nast Traveler for the second year in a row, Ocean Spa & Fitness offers an array of supremely-relaxing services. From Heated Lava Shell massages to age-defying facials, the eco-friendly Ocean Spa will keep you feeling relaxed...Naturally. An expansive fitness center features state-of-the-art cardio equipment with iPod docking stations and personal televisions. Guests may also take advantage of the full service salon. World-class biking, surfing, dining and shopping are right outside the hotel's door. Offering convenient access to everything Santa Monica has to offer, the hotel is just blocks away from the Santa Monica Pier, Third Street Promenade and the new Santa Monica Place mall. Muscle Beach's 26-mile paved strand offers the ideal setting to bike or blade. Santa Monica also boasts rich cultural history with an abundance of museums and theaters. Working with one of the hotel's Les Clefs d'Or certified Concierges puts all this and more at each guest's fingertips. ... more less
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- Also Known As:
- Santa Monica Loews