I was recently on a business trip in LA and my company had me stay in this incredibly hotel. I normally stay at the Four Seasons which I really enjoy but this hotel completely took me by surprise. It was way beyond my expectation. From the moment I arrive I was treated like I am the only guest in the hotel. The staff was friendly, professional and very attentive. The rooms are the best I have since and trust me I travel a lot. They are specious and meticulously clean. The bathrooms are so beautifully although I was not crazy about the product. There room service is amazing. The bar is very comfortable not crowded. The staff after one day knew my name which was surprisinglly nice. Unfortunately I was under the weather and had to extend my stay. Fortunately I was enjoying my stay so much it made it easer to extend. The desk agent that extended my stay asked me if she can assist me with flight changes or any other needs I had. This was very thoughtful as I needed to change my flight to New York. This was done by the person at the concierge immediately. I went up to my room to rest and next thing you know there was a room service delivery of hot soup and fruits. It really made me so humbly appreciative for their constant attentiveness, I felt like I was at home only difference is I was treated like a queen. I have found my place in LA. I can not imagine staying anywhere else. If you ever stay in LA and want to stay in a quite place where you are treated like you are the only guest in house this hotel is the place to be.

I recently stayed at this hotel. I found the rooms and property nice. I was dissapointed with the response call when an emergency call was made by my associate. I had suffered a siezure collapsed and fell and hit my head opening up a large gash that was bleeding a great deal.

The management staff was very slow to respond while I was unconcious. Had my associate not been there I may have blead to death. She had to call 911 with her cell phone to get a propoer response. I was then quickly rushed off to the hospital. The Hotel in know way acted with any concern or urgency in this life threatening matter.

I was very dissapointed with there reactin and response. I would expect a great deal more from a five starr propoperty.

We booked at stay at Raffles through the American Express Fine Hotel program of which this hotel is a participant. Given that late August in Southern California is high season, trying this "5 star" property in Beverly Hills for a meager price difference for a "4 star" facility in Santa Monica seemed like a nice change of pace, besides, who would not want to at least walk down Rodeo Drive.
The write-up on this hotel seemed to fit our dynamics, quiet neigbourhood, check-in when you arrive, not a specific time but what fits your schedule, Amex amenities, Amex late check-out, hotel car service in a local 3 mile radius, etc.
Before I proceed, there are a few things one should note in making this hotel your choice of stay:
With a rotating arrival schedule of guests, it does not mean your room will be ready and if it is, be prepared to wait until they send someone up to check its finished condition and then you get a staff escort to your accomodations.
Rooms only have a single king size bed, no other bedding option but a rolloway is available but it is a common (uncomfortable) standard type of rolloway bed.
The elevator up or down requires key access before the elevator will move.
The hotel courtesy car does not begin service until 10am and you can wait up to an hour at times if it is in use
The hotel is a curbside access, no circular drive in entry and only valet but even stopping in front to unload can be tricky
Patio restaurant dining is limited to local laws because it is a residential neighborhood
Room lighting is wired to go on automatically upon entry and takes a few minutes to get the hang of all the switches and dimmers
Hotel is wired for internet all over and the "business center" which is one computer and a printer in a glass enclosed area behind the concierge desk has not only free access but free printing, a definite plus.
Our stay involved some good points but some awful experiences that had us made a very clear decision that we will never stay in this facility again.
Let me begin with their weaknesses:
If you are not a celebrity or a very rich person with a serious security entourage be prepared to have most of the staff look down their nose at you. Front desk, including front desk management was the observed weakest link in their operational systems.
The room is well designed, basic but even though you book a deluxe room via Amex fine hotel program and eligible for an upgrade at check in, do not expect the upgrade and you will likely not get the deluxe room either.
If your room has a maintenance issue that impedes your ability to have a decent night's sleep, do not give them the option of fixing the problem or moving you. You will be told the problem was fixed and it takes them several times to get it right, just insist on a move, we didn't and then front office management tried to protect themselves and almost accused us of being dishonest about the circumstances. On the third day when they finally resolved the problem and we asked for some rate accomodation at least for one night, they double talked, double backed and were not forthcoming or professional in the manner in which they dealt with the issue. As of this writing, they are still investigating the circumstances. A very, very negative in our stay, but we are not celebrities.
Definately much more exclusive animal friendly and not at all child friendly.
The elevators have trouble functioning and then you have to walk through the kitchen and laundry areas to get up to your room. Elevators were not just out for an hour but all afternoon.
Do not book a room that looks out on Burton Way unless you are only staying on a Friday and Saturday evening. Burton way, although a residential neighborhood is a four lane speedway for individuals going to work at 5 am on a Monday morning and it is very, very noisy.
Food options at the hotel are very limited and very, very expensive
Jaan has few items, bar only has menu when Jan is closed and soup at lunch for example is $16 and a glass of milk is about $6..
There is no gift shop.
The bathroom amenities cannot hold a candle to those of Bellagio and if you forgot your toothpaste, you have to call.
Let me talk about their strengths:
The rooms are very clean and the housekeeping staff though invisible are very efficient.
Mini bar beverages that are non alcoholic are complimentary, so soda and water are free.
Room service is as efficient and as fast as the Clift Hotel in SF.
Valet and front of hotel staff are friendly, efficient and really nice.
Concierge tries but by virtue of the perception of this hotel's ratings, one person at the concierge desk is tough and although they try, some things do fall through the cracks.
They set up free coffee in the bar in the morning but is is taken down at 8am when the restaurant opens
The pool is small but quiet and rooftop location is nice. Exercise machines minimal but enough.
Bar staff very efficient and down to earth.
Variety of newspapers available and complimentary
Even if the hotel is at 94% you will not feel or see the crowd.
Expected this facility to equal the quality and depth of the similar five star ratings in Hawaii, but unfortunately, this one falls far from the tree. Will not return, even if they offered it to us for free.

Stayed for a romantic weekend to celebrate my wife's birthday with a concert at the Hollywood Bowl. As you pull up, it is very unassuming and melds right into the neighborhood. A very warm welcome from all the staff as you enter the lobby. It was like entering a posh boutique hotel in Hong Kong. Very clean lines, light woods and bright.

The standard rooms are huge! Full of great features with marble bathrooms, platform bed, one touch lighting and other luxurious amentities. Great feature is the honor bar has complimentary Evian water and sodas. More luxury hotels should provide that with the rates they charge! Turndown service was wonderful. It was a nice welcome back after returning to the room around midnight from the concert.

The pool on the roof is great with awesome views of Hollywood and Century City. Food service is from the same menu as the restaurant. Had a quaint happy hour with my wife in the Jaan patio next to the waterfall which was very relaxing. The truffle french fries is a must! Had room service for breakfast which was excellent. Quick and delicious plus they dont add a service charge. Tip what youd like!

The staff is all smiling and accommodating plus they use your name immediately and for the duration of the stay. Also a big plus is the hotel courtesy car. Its comp 3 miles radius from the hotel. I used it to pick up my picnic from a caterer before the concert. A taxi from the hotel to the Bowl is about 22.00.

Overall, Raffles is not a known brand in US as Four Seasons, Ritz Carlton, but you will find the service here on par or above those. A great weekend hideaway for even us non celebrities!