Following our stay at the Santa Monica hotel, we identified multiple unauthorised and unexplained charges taken from our account.
We fully understood and accepted the security deposit hold of $200 per night.
At checkout, we were advised by reception that the account would be adjusted accordingly for the $295 in food and drink we had, that the remaining balance of approximately $305 based on 3 night stay, from the hold would be released within a few days.
This did not happen.
Instead, we have experienced a series of inconsistent and unexplained transactions, an increase to nearly $1,385 from $600 without authorisation, and a further charge of $1,090 just two days later, they then gave us a refund of $1,090, but we are still missing $1090.
This lack of clarity and consistency is unacceptable.
Despite repeated attempts to resolve this directly with the hotel via email and telephone, we have received no meaningful resolution. We have therefore been left with no choice but to formally dispute the charges through our bank.
We hold full supporting documentation, including invoices, bank statements, and full written correspondence, which clearly evidences the discrepancies.
While the hotel itself is modern, it has a great gym, and the food is of a fantastic standard, these positives are completely undermined by the handling of billing and lack of accountability in resolving the issue.
There were also additional service concerns. On one evening, we were informed there was no seating available in the bar for us, as tables appeared to be allocated to non-residents, so we had to demand seating. In addition, at the rooftop bar we were told seating was only permitted if food was ordered, which seems odd as I’m sure there is a higher mark up with alcohol.
Overall, the experience demonstrated a serious lack of transparency in billing and poor guest service resolution. I would not recommend this hotel until these issues are addressed