Fantastic hotel - we stayed in 4 different hotels this holiday and this was our favourite. Nice outdoor pool to relax by/in, good room with nice balcony overlooking the beach and sea, good food in the lobby and the Fig Restaurant, free water refills near your room (saved a load of money as it was very hot), brilliant friendly staff and a great location near the beach. Can’t wait to go back in the future!!
Dear V3035WOnickb,
Thank you so much for your wonderful review! We're thrilled to hear that our hotel was your favorite among the four you stayed at during your holiday. It's fantastic to know that you enjoyed the outdoor pool, your room with a balcony, and the dining options at both the Lobby Lounge and Fig. We're also glad that the free water refills were a convenient touch during the hot weather. Your kind words about our friendly staff and great location near the beach are much appreciated.
We can't wait to welcome you back in the future! If there's anything specific you'd like for your next stay, just let us know. Safe travels until then!
Warm regards,
Daniel Murphy
Guest Experience Manager
We had a relaxing stay here. The bungalows are especially quiet and nicely appointed. We had reservations in the tower but the staff told it could be noisy on the weekends so we moved. Very glad we did.
The staff is impeccable. They have a car available for short trips. Special shout out to Herb C. for his service and friendly demeanor. Also the service, coffee and drinks at Dogtown Coffee are great.
All-in-all highly recommended.
Dear lambmj,
Thank you so much for your kind words and for sharing your experience! We're delighted to hear that you had a relaxing weekend and enjoyed the tranquility of our bungalows. We're glad the staff could assist you in finding a quieter space and that you appreciated the service provided by Herb. We will be sure to share your comments with him and the rest of the team.
We hope to welcome you back for another serene stay in the future!
Warm regards,
Daniel Murphy
Guest Experience Manager
Pool was dirty and small. No attendant to help with towels or to order drinks. No staff in site. Hot tub full of foam and packed with people. Just dirty. Wish I could have ordered a drink at the pool. Bar without staff. Price gouging! Not luxury.
Breakfast restaurant overpriced, 30$ for an omelet. Food was mediocre. Dirty Bloody Mary very small and overpriced.
Dear C5488OKrl,
I'm really sorry to hear about your experience. This isn't the level of service or cleanliness we strive for, and your feedback is valuable in helping us improve. I apologize for the issues with the pool and hot tub, as well as the service at the bar and restaurant. We are currently reviewing our procedures to ensure that these concerns are addressed promptly.
Thank you for bringing this to our attention.
Warm regards,
Daniel Murphy
Guest Experience Manager
Doesn't live up to the Fairmont brand.
Called 2x pre-arrival about our flight landing at LAX at 11pm and our hotel arrival being around midnight PST. When arriving, not offered water by the front desk or any question about how our trip to the hotel was. There was also no note on our account and thus, our room was sold. Told the front desk manager we would take any room for the evening and change to our original room the following morning. This manager only wanted us to pay for an upgraded room. The conversation about re-allocation to another hotel began after I called the Amex Platinum Travel # (they stayed on speaker for +10 minutes negotiating on my behalf as they were befuddled by the handling of the situation by the front desk/manager). Only after learning my wife was 7 months pregnant did the front desk manager offer a room that evening at no additional cost. The room we were put into had poor working A/C - room didn't get below 75 degrees (see previous comment about 10th floor ocean view room - likely the same room). We went to order room service the following day and learned our room was missing the iPad every room is supposed to have; however, it 'magically' was delivered earlier that day and thus could be installed (why wouldn't you have extras on hand in case one breaks?).
There are millions of dollars in deferred maintenance in the building and the staff knows it. Multiple employees told us about the A/C needing an entire overhaul and 1 of 2 Ocean Tower elevators not working for +1 year (they conveniently don't even have a sign up anymore - you just realize it when you are only picked up by 1 elevator your entire stay).
There are a few gems in the hotel - front desk manager (John/Destiny) did their best to rectify the situation midway through our stay. Also, the restaurants we ate at (Fig & Soko) had great food with amazing staff.
Dear Z8894DYjohns,
Thank you for sharing your experience with us. We’re truly sorry to hear about the issues you faced during your stay. It’s disappointing to learn that we did not meet your expectations, especially given the high standards we strive to uphold.
I apologize for the inconvenience you experienced with your room assignment and the delays in addressing the A/C issues. We should have been more attentive to your needs, especially given your circumstances, and I’m sorry for any additional stress this may have caused.
It’s good to hear that you enjoyed the food and service at Fig & Soko and that our team member, Destiny, made efforts to improve your experience. I will make sure to pass along your kind words to them.
We value your feedback as it helps us improve our service and facilities. I hope you’ll give us another opportunity to provide you with a stay that reflects the quality and care that the Fairmont brand is known for. If you’d like to discuss your experience further or have any additional concerns, please feel free to reach out to us directly.
Thank you again for your comments.
Very helpful staff. The room was well maintained and extremely clean. Sleep quality superb. The oceanview from the balcony was perfect. Some parties going on in the Hotel garden in the evenings but did not not disturb at all. (Ocean Tower). Music was kept at a low level and stopped early. The only thing that was a bit anoying was other guests the got up at 06:00?? in the morning to place their towels at the sun beds and then maybe turned up again around 11:00 to stay there for a couple of hours. These towels should just be removed by the staff. The iconic Hotel Fairmont is a bit pricy, but you know that when you make your booking. In this case you get what you pay for. Our 4 nights stay at Fairmont will be remembered for a long time. The ride we got in the Hotels Lucid was also a great gesture that we loved. Really looking forward to stay at Fairmont next time we are in Santa Monica. Thanks a lot for making good memories
Dear KjellE_12,
Thank you so much for sharing your wonderful feedback about your recent stay at Fairmont Santa Monica. I’m delighted to hear that you had a memorable experience and that our staff, room quality, and ocean view met your expectations.
It’s great to know that you enjoyed the cleanliness and comfort of your room, as well as the superb sleep quality. I’m also pleased that the events in the hotel garden did not disrupt your stay and that the music levels were managed to your satisfaction.
I apologize for the inconveniences found by the pool. We appreciate your feedback on this matter and will take it into consideration as we work to improve our pool area management.
I’m glad you enjoyed the ride in our Lucid house-cars. It’s always nice to hear when our special touches enhance our guests' experience.
Thank you again for your kind words. We look forward to welcoming you back to Fairmont Santa Monica for another great stay.
Warm regards,
Daniel Murphy
Guest Experience Manager
