The Surfrider Malibu

Terrible experience last weekend at Surfrider. When we checked in and were escorted to our room, Mark, the manager informed us that the AC was broken but offered us fans. After explaining that we can't sleep without AC, he provided another room but it was right over the Pacific Coast Highway. There room was cozy but the traffic was so loud with motorcycles and trucks buzzing by (even with the doors closed) that we knew that we couldn't sleep in such a room. After twenty minutes of trying to figure out plan B, we went downstairs to inform the clerk that were unable to stay at the hotel. Another sign of a noise issue is that all rooms come with ear plugs and white noise machines. I had to quickly find another hotel at 7pm on Friday night. We were lucky to find last minute accommodations because so many hotels were booked for the World Cup. We called Mark on Saturday to explain the situation and offered to pay for one night even though we only spent 20 minutes in the room. Mark said that the hotel was keeping our entire payment (3 nights = $2900) and would not offer a refund. Now we are disputing the charge through our credit card company. The lack of customer service at the Surfrider Hotel is extremely disappointing. This is not the Malibu vibe that we envisioned.

I first visited the The Surfrider Malibu before COVID, and it’s actually where I took my very first surf lesson in Malibu — such a special memory. I’ve loved the place ever since. I’m also a big fan of their house-brand candles and still stop by to buy one whenever I’m in LA, even if I’m not staying there. This recent stay really reminded me why I like it so much. The restaurant was the highlight of the trip — my friend and I genuinely loved every single dish we ordered for dinner,breakfast and lunch! Everything was thoughtful and beautifully prepared. I’m still thinking about my steak sandwich(it was truly unforgettable) I notice some people leave negative reviews because the restaurant is guest-only, but this is clearly stated on the website. It actually helps keep the space calm and enjoyable instead of overcrowded. At the same time, the chef truly deserves more recognition for the quality of the food. Service was wonderful throughout, the front desk team and the restaurant staff were all incredibly warm, friendly, and attentive. Always a place I’m happy to return to.

From the moment we arrived, service was impeccable. The front desk staff & the restaurant servers all made us feel like we were home. Our naturally lit, cozy room was beautifully appointed; even the robes were deliciously soft. Our first night, we ordered 3 entrees and each voted for different favorites (always a good sign). The ambiance was fantastic, the cocktails were excellent, and the food was truly outstanding. Our experience at dinner prompted our decision to stay in for breakfast and for lunch the following day - and every single dish was stunning. In fact, we even returned, post check-out, for a repeat of the veggie bowl with chicken (a must). The VIEW: imagine twinkling sunshine, a lineup of surfers catching perfect waves, the Malibu pier...all while sipping their signature drink - The Endless Summer. Simply put, heaven. Their tiny gift shop has such a great selection of candles (our favorite), clothing, prints, and essential oils. Sunscreen too, if needed. We went home with 5 candles, 2 sweatshirts and the most adorable print. The complimentary morning coffee and electric car charging were unexpected, delightful touches. After checking out, we were informed of a forgotten item via chat - they even offered to ship it to us, if we weren't able to return in-person. We couldn't have been more excited for an excuse to return. As lovers of boutique hotels and beautiful experiences, this stay exceeded even our highest expectations. Each interaction felt genuine and remarkably kind. Thank you for taking such perfect care of us, Surfrider team.

What a great hotel! Do come prepared for street noise and you’ll have an amazing stay - as my local friend say, “that’s Malibu!” If you utilize the beach chairs, surfboards, nearby hikes, the white noise machine, and the awesome roof (which is far enough away from the street that it’s lovely and peaceful), you will love it. They really do a great job curating the experience - a bottle of wine waiting for you in the room, quality coffee delivery in the AM, comfy robes, delicious meals, great playlists, and stunning decor. We also walked over to the bar at nobu one of the nights for sunset and it was amazing. The location really can’t be beat, with that and malibu farms right there. Unless you’re super wealthy you really can’t stay in Malibu outside of this hotel - highly recommend!

Unfortunately we cannot rate them highly. We accidentally left a bag of our belongings in the reception area, with a member of staff on duty, as we got in a cab for the airport. We realised in the cab and contacted them straight away (no response) as well as multiple times within the same day and following 2 days with no response. They eventually responsed and said they were not sure where it was and assumed it had been thrown out. There is CCTV in the reception area which was not checked nor did they ask any staff where it might be. So our possessions were “potentially thrown away.” They have since stopped replying. Additionally, we were told the wrong time for the happy hour, the minicoopers advertised for use were in for a service and we were charged extras for a wetsuit. Unfortunately due to the lack of customer care, we will not be returning to this hotel nor recommend it to anybody else.