I love this hotel except for the problems I have had with service. I frequently stay here and am perplexed at some of the problems I would not expect from a smaller Santa Monica hotel. The first time I came here with my wife we pulled up in our car and had it parked. We were then left on the sidewalk with no help with our baggage - it was late, but when we entered the doorman was sitting in the lobby just chatting with the check-in attendant. After check-in he did not help us take our luggage to our room. This seemed strange and like we were not good enough to stay here??? The second time I came, Zach, from the restaurant downstairs berated me for not calling to come have my dinner tray picked up and told me I needed to do it from now on. The next morning I got a wake up call without ordering one. Coincidence??? The third time I stayed I again ordered room service I got the lecture, from Zach about the tray, and he left off part of the order. When I called back to receive it, he came and was very insincere in his apology as to his mistake. Also they gave me a free drink ticket for the bar for being a returning customer. I did not use it the first night and when I returned the next day from work they had removed it during cleaning - I guess I did not use it fast enough. I travel all over for my job and I have never written a review in my life but come on. Your job is customer service. That is it. It is not Lord of the castle where everyone is here to stay under your code.
Really big rooms with lots of space. The hotel is centered on the pool courtyard. If you want ocean view, specify that when you reserve. Sparkling wine upon arrival is a nice touch. Free use of beach cruisers was also a bonus particularly because the hotel is not right in the middle of it all. We walked to and from the main walking area and it took us about 10 minutes so the bikes were nice. Poolside Lemonade (cocktail) was memorable with its frozen watermelon ice cubes.
An extremely restful oasis, tucked into the Santa Monica cliffs overlooking the Pacific.
Came here with the kids, wife and in laws for a family event happing in Santa Monica. The girl, who made our reservation, Lea, was so helpful and got us a kitchen suite with a pullout to accommodate for our week long stay with two kids fewer than 10. Very thoughtful and it ended up being the right call. It’s a very good hotel for families because of the big rooms and small facility and safe area meant it was easy to keep track of them and we felt very secure. There is a courtyard and pool right in the middle of the hotel and a small lounge restaurant as well. While we were there they had ongoing renovations going on so it was a little less than perfect but it didn’t end up affecting us much except for the lack of a pool which was a disappointment for the kids. Can’t say I felt the same but it would be nice not to have to look at a construction site going on. The great customer service continued beyond the booking through the entire vacation. One of the servers suggested we go walk down Montana St. for a more upscale shopping and less crowds than the promenade on third street. Good tip. Also suggested a good sushi restaurant about 15 minutes down the street for our night without the kids. Great tip. Very personalized and service-oriented. Not only did my wife and I get a personal apology about the in-progress condition of the pool and hotel during the construction from one of the women in management, but they gave us a few freebies to make up for it, including breakfasts and a discount on our next stay. In the end, the service we experienced more than compensated for any negative impacts the construction had.
What a find! Great hotel just opposite the cliffs of the incline and Pacific Ocean and about a 10 minute walk to downtown Santa Monica. From the outside it looks more like a fancy apartment complex and sits among others just where the commercial area ends. At first I thought it was far away from the town but in fact its close enough to walk or bike (they let guests take them for free to cruise around) but you don’t have to listen to it when you are trying to rest. That said, they are in the middle of construction on the hotel so we tried to make sure we were out of the hotel during the day when it was going on and noisy. Stephanie at guest services was extremely helpful with reservations and left the sweetest note waiting for us in our room thanking us for staying there despite the construction and letting us know we could go to her with any issues. That was just one example of the brilliant service at the Oceana. All of the staff presented honest friendliness and were very helpful. Top notch across the board. Special touch was when the valet brought my cell phone that I had left charging in the car before I even asked. If after the renovations are complete the hotel looks as beautiful as the service is exceptional, this may just be my new favorite hotel.