Triforium

Meh

This is my first Expedia review despite being a Platinum member, and unfortunately, this experience warrants one star. Santa Monica Proper is stylish and beautiful, and the room was comfortable. But the service was shockingly unprofessional, and the handling of an acknowledged billing error raises serious concerns about the hotel’s billing practices and accountability. After spending a substantial amount at Surya Spa, I was charged close to $600 for a treatment I neither purchased nor received. I flagged this at checkout. The front desk acknowledged the mistake, apologized and explicitly assured me the charge would be removed. Yet the hotel processed it anyway, I sent detailed emails to both hotel and spa management. Neither has responded. Charging a guest for a service they never received, despite acknowledging the error, and then ignoring a documented complaint reflects serious failures in oversight and basic customer service. Guests should not have to scrutinize their credit card statements and chase management to recover money that should never have been charged. For a hotel positioning itself at this level, this is inexcusable.