West Coast Customs

Homeless individuals, in front of property.

The Surf and Sand: Stunning Location, Disappointing Service The Surf and Sand's oceanfront location is genuinely spectacular—the kind of view that justifies five-star pricing. Unfortunately, the service quality falls far short of the property's premium positioning. Dining Issues: Our concierge recommended Splashes despite acknowledging recent reconstruction concerns, claiming they'd received no complaints. The reality was a severely limited menu with overpriced, overly rich dishes that didn't justify the cost. When we expressed concerns, no alternative dining options were suggested. Cancelled Services: Multiple advertised amenities failed to materialize. Morning yoga and other scheduled activities were cancelled without advance notice. Most frustratingly, a spa facial appointment booked a month in advance was cancelled when the aesthetician simply didn't show up. Billing Problems: Despite prepaying for our room, the hotel placed a $1,300 hold on our card for "incidentals"—an unusually high amount for a one-night stay. Additionally, the spa charged $148 for the cancelled facial service, and spa staff couldn't locate any record of the charge when we inquired. Bottom Line: While the oceanfront setting is undeniably beautiful, the property's operational issues—from unreliable service to questionable billing practices—don't support its five-star reputation. The location alone isn't enough to justify the premium pricing when basic hospitality standards aren't met.

I’m a bit biased as I only stay at Hilton Hotels, or at least I try to. The customer service is very good, they were very kind and comped my parking since my room wasn’t ready, I didn’t have to negotiate or say or do anything, it was decided before I got there. The hotel itself is very clean, beautiful inside, it’s so nice. I loved my room. It was very clean, organized and aesthetically pleasing. There’s a Shell gas station just 2 minutes away, there are food options outside of the hotel, and it was very quiet. Room service was good and quick. Hilton never disappoints, that’s been my experience. I definitely recommend staying here if visiting LA. It’s in close proximity to many of the tourist attractions and I never experienced that famous LA traffic, though I planned around it. Great stay all around.