Shutters On The Beach in Santa Monica, CA

Pet Owners- BEWARE | Incredibly Rude and Aggressive Staff I checked in on Friday, May 30th for a 1 night stay on a charity auction certificate that was won last year. My husband and our service pet grabbed a spot on the chairs outside Coast Restaurant to enjoy the weather.. After joining them, I realized the beach staff (hotel staff) was staring and pointing at us. One gentleman radio'd another and all the sudden there were 2 managers in blue suits, the beach attendant and a security guard staring at us for over 10 minutes (less than 20 feet away). I jumped on a work call and suddenly realized that the security guard had approached us in a very aggressive manner and said no pets on the chairs in a overly demanding voice....we said ok (even though the pet was on a lap, not the furniture). One second later before we could even get the dog down, he leaned in again more aggressively and was less than 5 inches from our face and stayed there for approximately. 30 seconds until the dog was down. His only intent was to intimidate and humiliate. The woman (a complete stranger) sitting next to us said how inappropriate and hostile he was especially when the hotel is surrounded by homeless and drug addicts begging for money/cigarettes from anyone and everyone. She even mentioned she was heading to the front desk to discuss the way he treated us. We spoke to a manager passing by ( from Coast Restaurant) and he went back and spoke to all of them about the issue....once he left them, they continued to point, laugh, stare and harass us. This presented a very uncomfortable / unsafe environment for us and we immediately went to the front desk and checked out....We never saw the room. We were at the hotel less than 35 minutes. Personally, I believe we were profiled for being a gay couple and he felt he could use his "mall cop" status to intimidate and embarrass us. The hotels only reaction was to try to comp the 2 drinks we had....That was just as insulting as the horrid behavior of their staff. I don't need anything for free..never have and never will and I insisted on paying and tipping the very nice bartender 40%.. What I want is the staff at a "luxury hotel" to treat EVERY customers with a little dignity and respect. Beware of this hotel. Go down the street to the exceptional Regent Hotel or to the charming Georgian. This place is not worth your time or money.

The hotel was delightful, the room was comfortable and lovely. The staff are welcoming and helpful. Hotel is both charming and serene. Great place for a relaxing getaway. The location is perfect to take long walks towards the ocean, great restaurants and shops nearby..

I hate that I have to give Shutters 3 stars, but after our 3 night stay, its really all that it earned. The hotel is beautiful - stunning everywhere. Great location. The room (and bathroom) was very clean and very luxurious and comfortable. The pool is nice. The restaurants are nice. I wanted to love it, because I did enjoy the amenities. But unfortunately, the service was not good at all. It was not exactly rude, but it was really aloof and uninterested. I was continually turned off by how they spoke to my husband. I had booked the room and used my legal name (Because you have to I would think, so that you can show ID and check in). I didn't clarify with them that he has a different last name, and they never cared to ask or check. Just constantly referred to him (and not me) as Mr. My Last Name. This is just bad manners and careless, more than intentionally rude. He asked me not to correct them and make it a big deal, because they might not really understand why its rude to assume a woman's last name could only be that of her husband. But by the end of our three night trip, they had called him the wrong name dozens of times and it just was annoying. I wish they would talk to their staff (management included, unfortunately) about that, if they want to hold themselves out as a luxury establishment. Loved the hotel, but didn't get a great feeling there, which is kind of sad for how pretty it is!

The staff were very friendly on arrival check in was easy. The room was amazing the bed was that big you had climb on to it! Everything was luxurious and very comfortable and great to come back to after days out. Then there was the bath.... very large with jets in ! All in all amazing! Loved it!

Great hotel!! Great location, beautiful rooms and one of the best staff I have ever experienced. Every encounter with a member of the staff was a treat. They were helpful, friendly, knowledgeable. The turn down service was impeccable. Definitely staying there again. Well done Shutters!!