SW Beach Hotel — Hotel in Hermosa Beach

My fiancée and I had the displeasure of staying at this hotel and I would like to share our experience solely to inform other people who may be considering a stay here. I see there are a lot of good reviews and I really wish we would’ve experienced something positive here because the location is ideal. Five minutes after we checked in, the power went out. I immediately contacted the email address that I had been in contact with (since this is a contactless property) and they came right back with saying they were sorry, the city is working on it and it should be back shortly. After a few hours, the communication back started to go quiet from their side and then very negative. We were there on a business trip and needed internet/electricity and that didn’t happen. Management subsequently said that it would be back on by 10 pm and that the entire city was out. That was not true. With no other updates after that, it came on at 2:34 am. In looking out the window during the outage, lights in buildings were on everywhere within walking distance. Management cited the business (restaurant) immediately next door for justifying that the whole city was out. Mind you, after I called them out on it being city-wide, they then reverted to saying it was block-wide. Not true either. I asked for a refund as it got to be dark and well past the time they said it would be resolved. I would not be writing this review if the communication hadn’t gotten so snotty. I was told if we vacated immediately then we would get a full refund, but if not, only 15%. This is a joke. Had I even taken them up on that offer, I don’t even believe I would’ve received a full refund based on some of the other negative reviews I have read that were similar to the disrespect and unprofessionalism we experienced. I want to make it clear that the hotel of course could not be responsible for a power outage. However, they could have been responsible for a much, much better attitude. During the hours of this outage, we went to the rooftop to try and get warm by their gas operated fire pits and none of those worked. While we were there, a woman who was staying in the hotel asked if we also didn’t have power and hot water. She had tried to get a hold of management and nothing. She was very distraught. On one of their emails back to me they said that they did not misrepresent the situation or act unprofessionally. They also made sure to say multiple times that they were not required to do anything and were patting their own backs about offering 15% “in good faith.” Being in customer service myself, I would never treat my customers this way. And, further, if I ran or owned a property that I chose to position as contactless, you better believe when a full power outage happened, I would be contacting each of my guests and offering SOMETHING. But we had to pry for information, updates and most importantly, respect. Finally, not everything that was presented online during booking this was accurate either. When we arrived, prior to the power outage, the entry door to the hotel was supposed to be secure with a code. It was not, and I want to make it clear this was before, during and after the outage. So basically anyone could’ve been roaming the floors.. not safe. Hopefully management learns from...

This 1-star review is really being too nice…

I’m typically an easy-going person and don’t ever take time to write reviews (actually this is my first one - so that says a lot) but my hope is by writing this it will feel therapeutic and hopefully help inform others of the poor experience we had with ownership, management, and beyond… there actions displayed a complete lack of care they have for us as their guests…

We have 4 kiddos and rarely get the chance to get away… so when we finally made arrangements for childcare and book a vacation for my wife’s birthday, we were hoping for a peaceful getaway…. Unfortunately, we made the wrong decision to stay at the SW hotel.

I hope others don’t get fooled by their list of “amenities” and room “deals” as it’s purely smoke and mirrors. Despite trying to make the most of it, we were continually met with room inconveniences, poor communication, and empty promises.

At any given time, it appeared they only had one staff person available to support guests, we were provided with a parking pass for an additional fee and instructed to park in the wrong parking lot – so we received a parking ticket.

We were told that our room had been recently “remodeled” which was really just a fancy way to say they enclosed the patio and removed all windows in the room.

Having no windows felt more like sleeping inside a closet. Needless to say, this was not the beach vibe we were looking for. We also had issues with the shower not producing hot water and no one informed us they scheduled work the next day, and we were surprised to find a random worker exiting our room when we returned from breakfast.

I let the hotel manager know that we were not happy with our experience and we’d be checking out early and he told us that he was in contact with the owner to refund us for the last two nights of our stay for our inconvenience. He also mentioned he was “confident it will get done before you guys checkout.” This turned out not to be the case and was just an empty promise. The hotel manager clearly has no sway with ownership to make this sort of decision and should not be making promises to guests that he can’t keep.

When we tried contacting the owner she shifted all the blame on us, and stated that she will not be offering any form of refund. Appalled be her lack of hospitality and customer service after explaining our poor experience, she said, “I don’t care.” And that’s exactly how we were left to feel.

What should have been a fun beach getaway – was robbed by the lack of care, poor oversight, and refusal to refund us for a night we didn’t even stay at the hotel.

Just shocked with the lack of integrity… We booked our stay thinking we were getting a deal, but sometimes “deals” can turn into...

We booked this rental through our Capitol One card and it was truly one of the worst rooms we have ever stayed in, and for reference, I travel nearly full time for work. Upon walking into the room, we were hit with a strong mildew smell, we knew to expect some condensation as we were at the beach, however this was on a different level. The room was dirty, from the sheets, the floors, the dishes, and the rugs it was gross. We also realized later that we had booked an ocean view room, and were given a room on the bottom floor with only one small window in the bathroom, that looked into an opposite room. There was a door in our room that lead to the lobby of the hotel behind the front desk, where no one was working during our visit, and it would not lock properly. After having dinner and discussing what we should do, as every other hotel in the area was booked or outrageously expensive, we decided to go back to the room and see if was as bad as our first impression. When we got back, my girlfriend sat on the bed and the bed frame collapsed underneath her. When that happened several moth bugs came out and were flying around the room. Needless to say, we did not end up staying and booked a room elsewhere that was at a much higher rate. The hotel manager was nice and understanding, as we did have to call the number that was provided because no one was there in person. He did issue us a refund. Based on our experience, I would never recommend this hotel to anyone, I hardly ever leave google reviews, and when I do, they're mostly positive, I just don't want anyone to have any kind of experience like the one we did. I hope they take this feedback and seek to make positive changes, as this experience ended up ruining a birthday trip we were so...