Polo Santa Monica

Room was too cold need better heating

The room was extremely clean, the food at the restaurant is nothing less than amazing... you don't really need to leave for dinner they have a nice menu and the staff is always ready and willing to help. I did have to ask for a heater as we went and the temps were between 45-50 degrees and I'm from south florida so that's a bit cold for us.

Excellent Service and location.

HORRIBLE check-in experience. Super unhelpful and unfriendly front desk staff. I had accidentally booked the wrong dates for my stay, and the women at the front desk said they'd clean a new room and help us swap the dates. They told my friend and I to wait, so we did. About 30 minutes later, we went to check on the progress and there was a different woman working there. She knew nothing about what we were waiting for. I then proceeded to change the booking here in Expedia, and after showing her the updated booking she told us we had to pay a tax, which was fine and we were expecting that. I'm not fluent in Spanish but my friend is, and apparently it didn't matter how many times my friend told her we'd pay the tax, she basically kept telling us there was nothing she could "do to help us." Finally, after about 20 minutes of going back and forth with this woman, she somehow miraculously decided she would accept our tax payment so we could get into our room. VERY CONFUSING and I still to this day have no idea why she was giving us such a hard time. The room was okay, and breakfast was decent. The gentleman working the breakfast buffet was very kind and is the only reason why I gave "staff & service" 2 stars, because everyone else we interacted with was rude and dismissive. The price is good but like they say, you get what you pay for.