I searched Trip Advisor for a place to stay in Santa Monica for the Thanksgiving holiday. I found a description of a place that seemed good. The information said it was managed by Live Luxe. Through Trip Advisor's Inbox, I sent a question asking if cats had been in the apartment. This was never answered. I booked the apartment anyway through Trip Advisor. I didn't see a confirmation of the booking, so I sent another message asking how to book the unit. I got a reply telling me to do so using a Live Luxe link. I did, then got a message that said "Ah, looks as if you've managed. We look forward to welcoming you." Not being sure if this was a confirmation, I sent another message asking if this was my confirmation. Two days later I had not received a response. I messaged again asking if I had a confirmed reservation. The next day I got a message apologizing for the poor communication. I was told Live Luxe only checks their Trip Advisor communications weekly and that I should communicate using their reservations email address. I was told my reservation was confirmed and I should have received a letter immediately after. I did not. Ten days before our stay I emailed to ask when I could expect to receive check-in details. The next day, after not getting a response, I tried calling the number on their website. I was directed to a voice mailbox at a different number than the one I dialed and it was full. I tried several times over the next couple of days. I finally got a message that I would get the information 7-10 days before arrival. I never did. After several more requests, what I got was a blunt message telling me to refer to their website for check-in information. At least I then knew where to go to get the keys. When I got there, I was presented a contract that stated I was not paying to rent an apartment through them, I was contracting for a concierge service. Not sure why.. The information packet they gave me is full of admonishments against, and associated fines for, speaking to any management company personnel or other residents at the building. The directions about how to get through two security gates was incorrect. I figured it out. The apartment was nice, but one of the toilets wouldn't flush. A text message and an email went unanswered, and a phone call went to a mysterious voicemail in a foreign language. After I sent a frustrated text I got a text that said "which toilet?" Two days later, still no further replies or service on the clogged toilet. Finally, someone came, unannounced, to fix it. Twice. Still not working when we left. I did get my security deposit back within a day of when I was told to expect it. In summary, it's a nice apartment, and is as pictured and described. However, do not expect anything except poor service from Live Luxe. They're awful to deal with. Hard to imagine they consider themselves a concierge service.
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The apartment is good overall. My family and i loved the place. The only problem was there are only two bathrooms.