Alila Ventana Big Sur

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.

he perfect quick getaway for anyone craving a true disconnect. Ventana sits in a spectacular Big Sur setting with views that stop you in your tracks. From the moment you arrive, the pace slows, the noise fades, and you're back in the present — exactly what we needed. The pools and Japanese baths are wonderfully relaxing, and the activities are top-notch: high quality, thoughtfully curated, and led by a fantastic team. Whether you're foraging herbs for cocktails, hiking the coast ridge, or watching bees make honey up close, each experience feels genuinely special. We came to celebrate our 20th anniversary and left feeling truly reconnected — with nature, with each other, and with ourselves. Ventana has a way of doing that. If you need a reset, look no further. 🌿🌊

We just got back from Alila Ventana Big Sur where we were celebrating a friend’s birthday (we booked two suites). The nature and views are absolutely beautiful, but for a luxury resort charging anywhere from $1,500 to $3,000+ a night, the service was a huge letdown. Pre-arrival mess-up: 1-2 weeks before arriving, I confirmed a 6:15 PM dinner reservation with Rubi from the concierge team so we could watch the sunset. A few days before the trip, they texted me saying our reservation was at 5:30 PM. I called four separate times to try and fix this, and they literally never called me back to confirm it was sorted out. Rough check-in: When you pull into self-park, there is zero signage or directions on where to go. The first staff member we ran into wasn't friendly at all—no one offered to help with our bags or show us where to go. We eventually found reception and loved the welcome drinks (plus they nicely extended our lunch time), but they misspelled our names on our arrival info. The pool & bar service was a ghost town: While waiting for our rooms, we went to the pool for lunch. There was only one person working the entire area. We stood by a table for 20 minutes and had to track them down just to make sure they knew we were waiting. Later, we went to The Sur House bar because at the Social House we were told that non-alcoholic drinks were included and that we each received a complimentary "Marine Layer" cocktail. When we asked how to get to The Sur House, we were told we could either take the trail or have a buggy drive us there. We said we'd like a buggy, which was followed by an awkward silence. I had to ask how we would actually get one and whether they could call for us. We were then told to walk down to valet to request a buggy. After walking down there, we found no one at valet and waited about 10 minutes before giving up and taking the trail ourselves. Once we finally arrived at the bar, the bartenders turned their backs to us and avoided eye contact. When we eventually got someone's attention, they rudely told us that the complimentary drink information was incorrect. (Heads up to future guests: everything at the bar is chargeable, including non-alcoholic drinks.) Dinner confusion: When it was time for dinner, we called for a golf cart buggy but nobody answered the front desk for 10 minutes, so we had to walk the 0.3-mile trail. At the restaurant, they told us they were setting our table, but then walked our party of 4 over to a table set for 2. We had to just stand there awkwardly while they scrambled to fix it. The food itself was good, but they limit you to one entree per person and strongly "encourage" only one appetizer. Plastic-wrap room service: We ordered room service on another occasion, and the food was brought up tightly wrapped in plastic and just dropped on our table like a takeout order. No setup, no presentation. For a 5-star resort, that just felt lazy. The Verdict: The property is gorgeous, but the staff needs serious training on hospitality, giving proper room tours, and explaining how things work. Sadly, the poor service ruined what should have been a seamless, special trip.

Absolutely horrific experience here. The food was great, the location was great, and we had a great time at the spa. However, I want to caution everyone that there was a RODENT issue in our room. We were staying 2 nights for my husband's 40th. The first night, there was a rodent in our room who scampered away into a hole in the wall. The staff first tried to stuff a rag in the hole... They did shuttle us to another room asap, but that room is essentially a stowaway room, a third of the size of our suite, and we were told isn't even sale-able. Terrible experience, but at the time, I was confident the hotel would try to make up for it. The response was extremely underwhelming after all of it. First, they upgraded our room to the Cottage, which was a bit better than the suite that we had booked. They comped us an activity and gave us a $150 resort credit. Mind you, the room we booked was thousands of dollars a night. Because we booked through a third party with points, Ventana said they couldn't do anything else. So when we got back, we talked to the third party. The third party emailed the hotel, and Alila Ventana had the gall to say that we were compensated already by them. I have no idea how a slight room upgrade for one night, when the other night was in a cramped tiny room that was a third the size of our suite, and a comped activity and $150 (which didn't even cover the resort fee) means we were compensated. In addition to moving through 3 rooms in a stay, it was supposed to be a special occasion. While everything else was fine, the management response and the lack of anything close to an appropriate resolution, means I will never stay here again, and I will highly advise anyone who asks to never come here. You can have great service through food, etc. but if you fail to show up for guests when there's something wrong on your property, that's the worst of customer experiences.