SLS Beverly Hills Entitlement & Discrimination | Los Angeles, United States | Luxury and Experience, such big words and so often misused right ? I am sure most of you will relate to this story. Sometimes things do not go as planned, and sometimes (so called) luxury hotels, do not perform as they should or we would expect. From last Wednesday night till today, Monday, we stayed at the SLS Beverly Hills, which in the beginning promised to be a fabulous experience, and in the end fell short on every single aspect you could imagine and beyond. Beautiful comfortable Signature Suite indeed, but unfortunately nowadays this is not sufficient to guarantee a decent stay, according to the standards SLS Hotels nor The Luxury Collection portrait worldwide. How may I describe how we, and when I say we I mean myself among other six guests in our group, felt during our entire stay… I would most accurately use Entitlement, Attitude, Lack of Service, Party Crowd and the worst unfortunate incident to top our disappointment and anger, after being discriminated by one of their employees, who felt by us being a Gay Couple staying in the same rooms, was not up-to his standards, although SLS Hotels, prides itself from being a fully Gay Friendly property. This post is not intended to question or damage the public image of SLS Hotels, just a true report on our latest stay with them from ( July 24 – 29, 2013).Our Signature Suite was lovely, perhaps not the style I particularly like, but no complains over this matter other than that I was not 100% keen on the bathroom concept, the sliding doors and the lightning concept. But trust me, this was nothing compared to what we have in line, to put up through, during the rest of our stay. Philippe Starck-designed guest rooms and suites are at once ultra-modern and classically elegant – just what you’d expect from Beverly Hills. If you like him or not, then that is another question.
The following is what SLS Hotels state on their website, perhaps SLS Beverly Hills is the exception to the rule, and I mean this, not in the most positive way …” The brainchild of Sam Nazarian, SLS Hotels has created a new paradigm in the luxury hotel experience that speaks to a global, sophisticated audience. Taking service and luxury standards from traditional 5-star hotels and injecting elements of creativity and community, SLS delivers a guest experience that seamlessly delivers service, style and fun….”
I do not want to spend much time on this review, since negativity is not my thing, but I do want to share the email I sent to the Sales and Public Relations Management, expressing our discontentment and anger, after being openly discriminated by one of their Food & Beverages employees, when he walked into our suite to deliver Breakfast and found out that we were two men (aka. a Gay Couple) staying in the room. His face change the minute he saw me on my computer, after my boyfriend opened the door, he made a face of full dissaproval, and literally left the wheeled-table and without even taking the metal lids off the plates, tried to get out of the room after collecting abruptly the check. Situation to which we had to ask him to, quote in quote ” Get Out of our Room “.
Here is the full body of my email sent to the management. I will keep their reply private, but I can tell it was one of those classic copy/paste corporate replies, that did not solve anything other than having employees running after the two of us, apologizing for what had happened. But even that did not last too long either, since the following day we went back to reality to suffer the same situation of entitlement, attitude and lack of service.
If you ask me, SLS Beverly Hills is far from being a Luxury Hotel, other than their pompous zip code. I would better describe the property as a Party Hotel with low customer service standards conducted by their aspiring entitled staff, where the focus is more oriented to those in-house guests and outsiders willing to visit and be part of the cool party crowd of LAX. far from ” a global, sophisticated audience”. Well fortunately or unfortunately, that is not who we are AT ALL… I mean celebrities, fashion, luxury…. not trying to be snobbish at all, but we live surrounded by this almost every day of our life, so when Checking IN at a hotel we expect merely and plain service, experience, customer service, respect and class. None of those were offered nor delivered to us. I want to make VERY CLEAR that both my partner and I, are low profile and never play the card of being anything else other than a guest, and for that, although having the benefit to access to pompous VIP treatments, we get to see and experience first hand, how a regular guest experience unfolds. Nothing personal to any of the employees of this company, other than this caveman that decided to openly discriminate us, but after a week of being at this hotel, both of us, same as our entire group, were BEYOND excited to Check OUT and leave… I am the type of person, and you can see this by reading my blog, that I love to spend time in hotels, but this time I was SOOOO DONE. !!! CM @ Carlos Melia Recommends
Dear Emily and Jeanie
Good Morning. !!
I am sorry to say that our stay has been one of the worst I have ever had around the world, and trust me we travel extensively. Beautiful room indeed, but the level of entitlement and attitude of your employees is beyond annoying and uncomfortable. This was the comment of all those in our group. To top this experience, this morning when we order breakfast in our room, we have to experience funny looks and lack of service when one of your servers, realized that a Gay couple was staying in the room. Very avant-garde in sync with the concept SLS Hotels stand for correct ?
Problems when ordering our car to the Valet Parking, long ridiculous waits for breakfast, lack of service, going to the pool to relax and having to beg for a chair to seat. RIDICULOUS.
Sorry I come back to both of you this way, but the whole experience has been beyond uncomfortable, unpleasant and disrespectful, to end it up with issues with us being gay.
I just though you both should know.
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