Alila Ventana Big Sur

If you're looking for a Big Sur getaway with a luxury feel, Alila Ventana is the place. We had our wedding ceremony at one of the venues on the grounds and it was spectacular. The staff was unbelievably accommodating. Everyone seemed genuinely happy to assist with any request we had. The food was incredible, ambiance and views second to none. We will certainly be back.

I used 90k Hyatt points for a two-night stay. Since meals were included, I think a 3-star rating is fair. If I had paid cash, it would definitely be a 1-star stay. From check-in there were problems. Then the toilet was broken, and even after one repair attempt it still didn’t work—someone had to come again late at night and spent more than half an hour. We were also woken up by a knock late night because room service delivered the neighboring room’s order to our room by mistake. There was no bottled water provided; we had to walk quite a distance to refill it ourselves. To top it off, the final billing was incorrect. Big Sur is really nice, but that’s not because of the hotel. The only thing I can genuinely praise is how quickly they responded via text message. If you plan to pay cash, I think Post Ranch Inn is much better—service, views, everything.

We stayed at Alila Ventana on Hyatt points, and while I'm glad we experienced it, I think future guests should go in with realistic expectations. Like many others, I was heavily influenced by the resort's marketing and the countless Instagram videos and blog posts featuring stays at this property. The beautiful forest views, hammocks, private decks, and peaceful atmosphere are all real—we absolutely experienced those moments. What social media doesn't capture is everything in between. The biggest surprise was how much the experience depended on room location. Marketing creates the impression that every room is tucked away in the redwoods with a private, secluded feel. That wasn't our initial experience. Our first room overlooked a resort pathway, where we could hear valet conversations and regular golf cart traffic. After moving into a true forest-view room, our experience improved dramatically. If the redwood atmosphere is what you're coming for, I would strongly recommend requesting a forest-facing room. Our biggest takeaway is that true luxury should feel frictionless. We experienced waits for seating at Sur House, delays with golf cart transportation, no available pool loungers during peak hours, slow restaurant and pool service, and instances where service items had simply run out. None of these were major issues individually, but together they created enough friction that our overall experience never felt as seamless as one would expect from a Category 8 Hyatt property charging $2000+ a night. The property itself is undeniably beautiful, albeit a bit dated. However, luxury is more than beautiful scenery — it's an experience where the logistics disappear into the background. Instead, the beautiful moments were often interrupted by small operational hiccups that made the resort feel busier and less polished than I expected.

I almost never leave negative reviews, but after reading so many glowing ones before booking, I feel like I owe future guests an honest perspective. We chose this resort because it’s considered one of Hyatt’s flagship luxury properties. We also redeemed a huge number of World of Hyatt points to stay here because we thought it would be an unforgettable experience. Looking back, I deeply regret using them. Those points could have gone toward several incredible stays elsewhere, and I left wishing I’d saved them. Our first impression wasn’t great. The arrival process was confusing, no one was at valet, and two staff members walked right past us without acknowledging us or offering help. After check-in, we were simply handed a map instead of being shown to our room or even given a quick orientation. For a resort charging over $2,000 a night, it felt surprisingly impersonal. The biggest disappointment was the pool. We spent over eight hours at the pool and pool bar over two days. Not once did a server, bartender, or pool attendant come over to ask if we needed anything. Meanwhile, I watched staff regularly check on other guests throughout the day. Whether intentional or not, we consistently felt overlooked. The pool area also wasn’t being maintained. Dirty towels, dishes, and glasses sat around for hours—long enough for ants to show up. We ended up clearing our own chairs and putting up our own umbrella while staff members watched without offering to help. Then there were the towels. Before going to the pool, I even called the front desk to make sure towels would be available. When we got there, there weren’t any. I asked at least five different employees for towels. Three simply told me they were out. No one offered another solution, and no one ever followed up. Over two hours later, we still didn’t have towels, even though I watched another couple have some brought to them. Eventually, a whole bag of towels finally showed up around 7:30 p.m. The drinks at the pool bar were honestly pretty underwhelming, and every time I ordered it felt like I was inconveniencing the bartenders. On the positive side, the food was genuinely good—especially the chips, salsa, and guacamole. Dinner at The Sur House was another letdown. We had an 8:45 reservation (the only available even though we were overnight guests) but weren’t seated until around 9:20. No apology. No acknowledgment of the delay. Nothing. The appetizers were great, but the entrées and desserts were just okay, especially the steak. After dinner, we asked both our server and the host to call a shuttle back to our room because the gravel paths were rough in heels. We were assured several would be waiting outside. There weren’t any. After standing outside in the cold, we went back in and found staff who seemed unsure what to do. Eventually, I had to text the concierge myself because six guests were waiting for transportation. Fifteen minutes later, a regular passenger vehicle showed up instead of one of the resort shuttles. Even checkout felt like a missed opportunity. I understand not being able to offer a late checkout, but after everything that had happened, no one even asked how our stay was. The biggest issue wasn’t that things went wrong—it’s that no one ever seemed interested in making them right. There wasn’t a single apology, no one took ownership, and every missed opportunity to recover the experience was… missed. The property itself is stunning. Some of the most beautiful views I’ve ever seen. But beautiful scenery doesn’t justify a luxury price tag. Service does. If you’re deciding whether to spend $2,000+ a night or use a huge number of Hyatt points to stay here, I’d seriously consider looking elsewhere. This was a special splurge for us, and unfortunately, it ended up being one of the most disappointing luxury hotel experiences I’ve ever had.

Beyond my expectations! Excellent customer care. Beautiful amenities, and Big Sur cannot be beat! We had an amazing time celebrating my sister’s 50th birthday. What a memorable and special trip.