Shutters on the Beach

Broke my car window at valet-looks like someone tried to break in. They are saying that my window was already broken and it wasn’t. I drove a hour to lunch which we waited 1&1/2 hours for. They won’t let me see the tape without a court order. Won’t look back at when I got out of the car with it fine! I know because I had a conversation through my window and if it had been broken I wouldn’t have left my home with it. I was treated like I was a ditzy woman who would t notice a Y shaped crack covering my whole window. I’m sensitive to flashing lights and this was horrid on the way home. Read less

I had been waiting 20 year to stay at Shutters on the Beach and finally did spent 4 nights there from 5 to 9 July with my daughter (almost 13). My advice: run way from this hotel unless you can are are willing to treat yourself with a full / clear high floor ocean view. Let's start with the positive: 1 - location! location! location! Shutters has by far the best location in LA at least if you are year for a break 2 - property maintenance: the property is very well maintained with no scratches or stains of glass you unfortunately notice in some 5 stars hotels. I am not sure how they do it but congratulations! 3 - atmosphere: from the 2 foyers running in the lobby if you are an early rise of in the evening to the deco, you feel more in a big family holiday house than in a hotel. That is a real plus 4-staff in general (American type service) with a special mention for Rosane or Rosana (not sure about spelling) at front desk who cares a her job and your stay - bravo Now the negative: 1- Room: although the room is spacious and nicely decorated (we were staying in room 240 if I am correct - a Superior 2 double beds - no ocean view) such a room in a 5* hotel is a shame and totally unacceptable. Located on ground floor, cars parks 3 meters from your window is at best what you see - just like a motel but worse. So you you end living in the dark, ie with shutters/blinds closed just to avoid the horrible view and every looking into your room - that was a first in my entire traveling experience. I do even know how such type of room case be allocated to any client but as a matter of coincidence, the room had been allocated to us (from Europe), I would assume on the basis that we would not come back so, who care... When we checked in, Rosane/a knew about the room and told me to come back to her the next day to see if she could upgrade us, without saying more-she looked embarrassed. 2- we went to front desk the next day. Rosana/a was not around but another staff offered us a different room (234) , slightly larger with a small terasse in front of it and an sofa bed instead of the 2 twin beds in our previous rooms. I did accept it. Unfortunately, same floor same issue - no view except the base of the pool and you cannot leave the shutters/blinds fully open because you are like in an aquarium. Rosan/e asead us the next day how it went and so my disappointment - could not wait to leave the place - she said she would talk to her manager revert. She did not and I do not blame her for that. Again management probably thought we were leaving two nights later going back to Europe, so why bother. 3. Sofa bed was speaking every time my daughter was rolling in her bed - awful! 4- Swimming pool: normally the best place to relax. Well - not at shutters. First, Unmbrellas are fixed and cannot be inclined - so although the visual effect when you pass pass is great, umbrellas are COMPLETELY USELESS and you end up roasting no matter where you stay (given there are on 2 sun beds that can somewhat be placed in the shade). Second, a group of 2-3 kids kept jumping in the pool for about 10 minutes with the intervention of their parents (of course!) and any member of staff - unacceptable . Being a five star hotel is much more than a nice, well located and well maintained property. It is about the experience. Shutters is not five stars. Nothing was mentioned to us at check-out and the fat invoice was charge in full to us. I did not say anything at the time as I did not want to embarrass the state and wanted to have a unbiased understanding of how Shutters cares about its guest - I now know. If you are lucky enough to travel the world, go the Connaught (London), the Omnia (Zermatt), the Constance Halaveli (Maldives), most four Seasons Hotels where you will experience a true 5* stay. There are some examples of places you wish you never leave unlike Shutters you wish you never entered. Now, if you envisage to come to LA/Santa Monica, just follow the tips below: - don't stay at Shutters. There are a few mored modest hotels a street away where you will spend 50% less on your night. Spend to money you saved to indulge yourselves with nice breakfast or evening drink at the Shutters to benefit from their facility. And because there with be money left, rent a proper umbrella straight on the beach. - if you hover wants to stay at Shutter, break the piggy bank of your kids and book a high floor ocean view room - no negotiation. - if you go to the pool and you have the terrible experience we had, start making a video immediately and go see a member of staff - if they don't make it stop immediately, sue the hotel - your legal fees will be largely covered + you will do a great favor to all guest coming after you. Indeed, we leave in a world where the victim is the one keeping silent and swallowing it. Well, not when you pay the rates of Shutters. Being a lawyer myself, I am still considering suing Shutters - plenty of legal grounds for it - just from them care about people who work hard to get there. - do not follow Condé Nast, Forbes, Telegraph etc blindly as these guys are given the best rooms and red carpet treatment every time they visit a hotel so their experience might be very different from yours ...... You do spent over USD 1000 an night to stay in a dark room, to be roasted a the pool because of useless umbrellas and bother by screaming / jumping kids in a kids club type of pool. Stéphane Read less