While the physical property is beautiful, the service at the SLS completely failed to meet expectations—especially considering the $1,500 to $2,000 nightly rate. Unfortunately, this was some of the worst hospitality I have ever experienced.
Specifically, the service was disjointed and unaccommodating across the resort:
Unacceptable Wait Times:
It consistently took over 45 minutes to get food or a single drink while sitting at the pool.
Poor Restaurant Management:
During breakfast, we sat for 25 minutes before anyone acknowledged us. When a server finally arrived, they informed us they were closing in five minutes and refused to take our order. Later in the day, another restaurant quoted us a 45-minute wait despite the dining room being half empty.
Inconsistent Information:
We tried to book a pool cabana and were told they were entirely sold out. However, when we checked back later and spoke to a different staff member, we were given one right away.
Arbitrary Pool Closures:
The posted signs, online schedule, and front desk all state the pool closes at 6:00 PM. However, the pool staff randomly decided to close at 5:00 PM one day. When I pointed out the hours and front desk comments, they had no explanation and simply forced everyone to leave early. Sounds like they just wanted to go home....
For a luxury price point, you expect a luxury experience. Based on the lack of basic customer service and organization, I would not recommend this hotel under any circumstances unless you're getting comped.