Santa Monica Proper Hotel

Most horrific staff/service, this is not hospitality. Worst customer service I’ve ever experienced! Rooms are tiny, photos on website VERY misleading. You won’t get the product you viewed online. Management does not care AT All! Below email was never responded to! We immediately regret booking your hotel and are shocked management has not reached out to us regarding our experience yesterday. Ahead of our arrival, I called at 10:28am to alert your Team we had made a last minute booking on the Marriott app and that we had a two hour drive ahead of us. It was confirmed that a room in our category would be available within an hour. As a result, we hit the road early knowing we could quickly access our room and change for important meetings. Upon arrival, the front desk staff struggled to find a room that was available and suggested I was lying about having spoken to them ahead of our arrival. (Check your call logs, I provided evidence of this.) Regardless of the room not being ready at 1pm I asked to extend our stay and patiently sat in the lobby for nearly 45 minutes. We were told the room was not ready because of a missing cushion on the patio…not incredibly important. When we got to the room, we realized it was not the room category we booked and asked the front desk to move us to the appropriate Garden Terrace room. She advised us that management had approved a room change (not sure why management needed to approve putting us in the room we booked??) and we could transition in 15 minutes. We waited another 45 minutes without a call and when we contacted the front desk again, the new staff member had zero details of what was going on and stated the new room wasn’t ready and she wouldn’t know when. We opted to leave the property and are staying at Shutters as a result of how we were treated and the extensive delays and poor communication. This is NOT Hospitality! When we advised your front desk attendant of all this she didn’t offer apologies or anything, simply said “you won’t be charged.” We travel extensively - avg 120 nights per year and this is by far the worst experience with hotel staff I have ever experienced. There was no motivation whatsoever to accommodate our very basic requests. We just wanted the room we booked and in a reasonably timely fashion. We are hoping this email makes its way to your Management Team. The hotel needs a serious attitude adjustment. SHUTTERS IS AMAZING. GO THERE INSTEAD!!! STAFF ACTUALLY CARES!!! Read less

The service was amazing and the hotel was fantastic. We stayed there for 6 nights and it started to feel like home. Every night Hayden and Ryan, knew our favorite table for personal or business dinners. They provided exceptional service during our stay. They made you feel at home and took excellent care of us throughout your six-night stay. Additionally, Crystal from Surya Spa left such a positive impression on me. The spa is an experience. Not a traditional service. I urge everyone to try their signature service you stay at the Proper. My experience made it truly special. Read less

This was our first stay at the Santa Monica Proper Hotel and it was phenomenal. We will definitely go back. At all levels, the service was outstanding. The food was extraordinary both in the first-floor restaurant and at the rooftop Calabra restaurant. The room was extremely comfortable and well stocked, and the location is very convenient for access to the beaches, Pacific Coast Highway, Westwood, Beverly Hills, Hollywood, Los Angeles and the Valley. We also booked this hotel through AMEX's Hotel Collections which unlocked additional amazing benefits. Read less