I rarely leave negative reviews, but I left this stay feeling genuinely disappointed. I had this…read morehotel saved for a long time and booked it after seeing so many glowing reviews about the pet-friendly luxury experience. We paid around $1,000 for one night, so I arrived excited and expecting something special.
Unfortunately, our experience was the opposite.
Many of the pet-friendly touches that influenced me to book were missing at check-in. There was no personalized dog welcome setup, no dog package, and my dog's name was not on the welcome sign until I called later. I had also requested a simple welcome card for my mother-in-law's first trip to California, and although staff said they would gladly do it, it was never done.
We also had multiple room issues throughout the stay. The TV was not working, the phone buttons to reach the front desk did not work, there was no extra pillow for the fold-out bed, and there was even a leftover dog chew from a previous guest found in the bed.
To be fair, the maintenance employee was kind and helpful, and the complimentary bottle of wine was appreciated. However, for this price point, the lack of attention to detail and overall service was really disappointing.
What upset me most was checkout. I politely explained that I was disappointed and thought at minimum the pet fee might be removed, but there was no effort to make things right beyond emailing the receipt.
Beautiful location, but the experience did not match the cost or reputation. I truly wanted to love this stay and left sad and let down instead.
