Lowes Santa Monica Beach Hotel Informative - Very poor customer service
SANTA MONICA, CALIFORNIA -- We just returned from 5 days at the Loews Santa Monica Beach Hotel and could not have been more disappointed. We stayed here as they said they were kid friendly and service oriented. When we arrived on Monday the pool was closed for repairs. They suggested we go next door to the Marriot and use their pool. They did not know the pool hours, if they had cabanas or any information about the pool next door at all. We had our two grandchildren in tow and picked this hotel for the pool and kid friendly atmosphere and when we complained they offered to have milk and cookies sent up. Our mini bar/fridge was out of order and I called and talked to three different managers before someone would address the issues and then they hauled up a fridge and put it in the room. They said sorry we have been so busy it is just crazy here. Every morning before seven there were construction workers painting or on ladders in the lobby. Probably the most disappointing aspect of all this was the managements response to our complaints given their CEO's book on customer loyalty and service. I would categorize this more as a business hotel than a kid friendly hotel. It is pet friendly, on a balcony above the pool when it finally opened was a cage with a bird who tweeted and whistled all day. Overall, if you are going to have this level of maintenance going on in the middle of June you should let the consumer know so they can make the choice of staying or not. They eventually gave us a $150 food and beverage credit but we were paying a premium price for a pool view and we got a view of a construction site.