The M Malibu — Hotel in Malibu

I have never left a negative review before, but my experience with The M Malibu warrants one. ||||We arrived to The M Malibu at 9pm, after a delayed flight and long lines at the car rental center. When we got to the property, still optimistic about the night turning around for the better, we were met with a locked door and no front desk receptionist available. Interesting, for a hotel. ||||There was a sign on the door that prompted you to call a phone number "after business hours" if you needed assistance with anything. We called that number quite a few times and were led to voicemail each time. How are you going to put a phone number that you won't be answering? ||||So, we hopped onto Google and tried a couple of more phone number options. We just wanted to check into our prepaid reservation. ||||After 45 minutes of waiting around with no answers and no one to assist us in checking in, we decided to explore other options. We called Surfrider Malibu down the road and although fully booked for the night, they asked if we were having our issue at The M Malibu and that this was a call they received frequently from upset guests. ||||We found a Marriott 25 minutes away and started our trek there. While on our drive, we get a call from Sal, letting us know that he had been contacting us multiple times to get a hold of us. This couldn't be further from the truth. We had no missed calls, no emails, nothing. All information on the reservation was accurate. He did leave a text ONE MINUTE before the phone call. ||||Unfortunately, since we booked this place through Southwest, we are still waiting to hear back about a refund. No way in hell we're losing $600 for a two night stay we never got because of an awful business experience. ||||We do not recommend this place, even if it appeals...

I have never left a negative review before, but my experience with The M Malibu warrants one.

We arrived to The M Malibu at 9pm, after a delayed flight and long lines at the car rental center. When we got to the property, still optimistic about the night turning around for the better, we were met with a locked door and no front desk receptionist available. Interesting, for a hotel.

There was a sign on the door that prompted you to call a phone number "after business hours" if you needed assistance with anything. We called that number quite a few times and were led to voicemail each time. How are you going to put a phone number that you won't be answering?

So, we hopped onto Google and tried a couple of more phone number options. We just wanted to check into our prepaid reservation.

After 45 minutes of waiting around with no answers and no one to assist us in checking in, we decided to explore other options. We called Surfrider Malibu down the road and although fully booked for the night, they asked if we were having our issue at The M Malibu and that this was a call they received frequently from upset guests.

We found a Marriott 25 minutes away and started our trek there. While on our drive, we get a call from Sal, letting us know that he had been contacting us multiple times to get a hold of us. This couldn't be further from the truth. We had no missed calls, no emails, nothing. All information on the reservation was accurate. He did leave a text ONE MINUTE before the phone call.

Unfortunately, since we booked this place through Southwest, we are still waiting to hear back about a refund. No way in hell we're losing $600 for a two night stay we never got because of an awful business experience.

We do not recommend this place, even if it appeals...

Pros: -Renovated room, very modern, retro look -Room and bathroom very clean upon entering -Walking distance to coastal beach access, literally, across the street, can't beat that (just be aware there are NO restrooms in that part of the beach) -15 minute walk to Malibu Pier -walking distance to cool restaurants and coffee shops, try Nicolas Eatery and Caffe Luxx, both excellent -cleaning ladies very nice and helpful -free parking -nice little balcony -good AC

Cons: -queen bed uncomfortable, can feel the springs -TV only got one channel, front desk texted me to reset it, I did, only got one channel still and came back without volume, had to restart TV to get sound, to one channel -pool unclean, had dead bugs floating on top, as well as flowers and pool floor not clean, did not look appealing at all (see pics) was like this the entire two days we were there -only two poolside lounge chairs, in need of replacement, look very old and not very clean -when we got there to check in, no one was in the front office, we called the number on the door, no answer, DURING OFFICE HOURS -NO ONE AT FRONT DESK AT ALL the entire time we were there, yes during office hours, I was texting with Sal the entire time, (hence the "TV tip" from above) text response time was ok -no drawer chest at all for clothing -bathroom had NO bar soap or body wash -not a huge deal for us, but it is a bit noisy being right next to PCH, first time ever having a room with earplugs on the bedside table -walls are very thin, can hear a lot of moving around from room next door and room above us -the only bathroom sink amenities was a bottle of hand...