Rocky Start to Rock Star Stay! Our stay started off a little rocky, so to speak. The front desk lady was kind enough to offer an upgraded room upon check-in. So we were off to a great start considering it was a late night check-in. That is until we got to the room. The layout, which was not cozy or functional, was the least of our concerns. There was a lot noise from an adjacent room and this didn't stop until late into the night. Further, the room was not cleaned to the level one expects at a hotel like the SLS, and I made the hotel front desk aware of these concerns immediately. We spent the night in that room as there were no others available, and in the morning I went to front desk where I voiced my concerns with the manager on duty at the time, Hannah. She was empathetic and listened to my concerns intently. Instead of passing the buck or making excuses, she acknowledged that others too had complained about the excessive noise in the adjacent room to ours and extended her apologies. She also verified the concerns I had about the cleanliness of the room and was clearly disappointed that the room passed the housekeeping check given its condition. And that's when things turned around for the better. I'm a believer that it's not always going to be smooth sailing in even the best of the best 5+ star hotels - but what management does to turn a negative situation around is what makes all the difference. Hannah immediately offered us a similar level of upgraded room with an interior courtyard view, but we opted to get downgraded to the room we paid for as we wanted an exterior view room. The room was absolutely fantastic. Not only was it clean and comfortable, but the views were really cool as well. It was bright, well laid out, and very functional. In addition to moving us right away and having our items moved by the hotel staff, Hannah was kind enough to leave an anniversary treat in our room as our vacation was an anniversary getaway. Further, during our stay Hannah left a surprise bottle of wine, cake, and a very personal note - I felt like she went above and beyond to make us a feel welcomed and wanted after a rocky start. During our stay, she checked in with us regularly and asked if there was anything else she could offer us, in which I shared our sentiment - the fact that we are in a comfortable room and you've checked in with us regularly is more than we could have expected. Her sincerity in trying to provide us with a hospitable and comfortable stay is the reason we will return. While hotel stays in general can be fantastic or just average, this particular trip proved that even though things may not always be right the first time around, communication and some luck having someone take accountability, ownership and ultimately action for your concerns can turn the whole experience around in a heartbeat. Thank you, Hannah, for making our stay a pleasant one : SLS Beverly Hills and ultimately us, the guests, are lucky to have you in that role.