Hotel Casa del Mar

This was by far the worst experience I have ever had at a hotel. My wife and I were attending a concert at the Intuit Dome in Inglewood so we booked the hotel through American Express Fine Hotels, that provides many amenities including early check in when available. When I booked the hotel in early June I sent a message to the hotel that we were planning to be arriving around 2pm and were having an early dinner to attend the concert. Hotel responded that they would accommodate, if possible but check in was 4pm. Upon arrival on July 17th, a room was not ready, but that was ok. We decided to grab a quick light lunch at the hotel restaurant. Around 3:20 we returned to the front desk to see if our room was ready because we needed to freshen up and drive to meet with family and friends about 45 min away. We were advised again the room wasn’t ready, I asked if they had a hospitality room so we could freshen up in. I was told no, but I could use the public restroom around the corner. My comment to the front desk was ‘you expect us to freshen up and change in your public restroom like a vagrant!’. Immediately I asked to speak to the manager, because at $1,300 a night, I expected much more from the customer service. The gal at the front desk whisper to the manager, who never acknowledged me and then walked away. Zero customer service. I then sat down near the front desk in the lobby fuming contemplating on what we could possibly do. After my wife got involved at about 3:40pm a room was finally available. 20 minutes before standard check in! The manager did call the room, but at 3:50PM we were now late to getting to our early dinner and didn’t have time to discuss, but only express our dismay. This is not the end, when we returned from the concert after 11pm, we went to crawl into bed only to find out there was no top sheet, just the comforter throw on the bed. Immediately I called the Front Desk and they did bring sheets to the room but now close to midnight we had to make our own bed! Remember this is $1,300 a night and we are more making our own bed at midnight due to the carelessness of the housekeeping. While waiting for the sheets, I went to grab the complimentary water aluminum container near the bedside, when I went to open it, I noticed the cap wasn’t sealed and so I took it completely off and poured the contents down the sink. The content was not water, but something light pink in color that was not water. This place is utterly disgusting, do not stay here ever! I have notified American Express to have this place removed from their Fine Hotels! If you do decide to stay here be forewarned that cleanliness of your bedding and water are in jeopardy and a the managers level they just don’t care! I would give this place a zero if I could!!

Lovely hotel. Charming lobby. Stunning ocean view from terrace restaurant. Excellent food and service.

The hotel itself and our actual stay were fantastic. The property is right by the beach, features a great restaurant with ocean views, and has a beautiful rooftop pool overlooking the water. Throughout our stay, the staff was busy but visibly tried their best to be attentive, always greeting us with a smile. Unfortunately, I am giving this 3 stars due to a major breakdown in communication regarding our bill after checkout. We discovered an unexpected $500 charge on our card that was not listed on our final folio. We called and left numerous messages with the front desk and accounting to clarify what this amount was for, but no one responded to our inquiries. We eventually had to file an inquiry through our credit card company to get an explanation. It turns out the hotel charged us a $500 "deep cleaning" fee due to our pet having a small accident during our stay. However, we had already notified housekeeping about the accident immediately while on-site, and we were already charged a $125 fee on our bill, which we fully accepted and paid. Applying a massive second charge after departure without any prior notification or returning our calls is highly unprofessional. Beautiful hotel, but very poor post-stay communication and billing transparency.

Beautufil property and lovely staff. The staff truly made the experience very delightful

Stayed during a busy weekend and the app check in kept things moving smoothly even with a full house. No lines at all