"The hotel itself is absolutely beautiful, and our Grand King Room with a Sea View was perfect with breathtaking ocean views. The amenities were excellent, and the rooftop bar and restaurant were gorgeous with amazing craft cocktails.
Unfortunately, the service did not match the quality of the property. The hotel offers valet for a fee, and the entrance is on a very steep hill, making it difficult to manage luggage. The front desk staff saw we had three suitcases and that my husband has a visual impairment, yet we were sent upstairs to carry everything ourselves. We were also surprised to find there is no guest elevator, which was not disclosed online. At checkout, despite our departure time being confirmed, no one offered assistance with our luggage.
I also recommend avoiding pressure washing the rooftop restaurant in the morning while guests are enjoying their balconies below. We were having coffee on our balcony, along with several other couples, when runoff from the rooftop power washing poured onto our balcony and soaked us.
Overall, the property is stunning, but I believe hotels should provide better assistance for guests with disabilities and be more mindful of the guest experience. With improved customer service, this hotel would easily deserve five stars."
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