This place is so random in terms of service. My husband and I have been coming here for years, and overall the pros outweigh the cons. Yes staff can be needlessly snobby, but the very same staff can be friendly and helpful on a different day. Why? Beats me! The service is inconsistent, but the oceanfront rooms can’t be beat. The beds are nice and have great Frette sheets, nice quality towels and robes and slippers. Mediocre toiletries but we bring our own. The restaurant and room service are also inconsistent quality: the same dishes we always order are great one night and just mediocre or worse another. Is it expensive? Obviously, but that’s Malibu.There is no other hotel in Malibu that goes directly out onto the beach besides Nobu(which is even more expensive and has obnoxious club music blasting on the weekends). These two hotels pretty much have a monopoly and thus prices stay astronomically high. Because this stretch of Malibu is so safe, lots of folks come here with their very loud children. There are no private beaches in the state of California by law, (see: California Coastal Act) any claims of a private beach are false, therefore the loud screams of children frolicking on the “private” Carbon Beach right below your beautiful ocean view room will continue indefinitely.TL;DR: Beware randomly snobby staff, hit or miss food, indifferent service, screaming children on the beach, stay for gorgeous views and relaxing rooms.