Alila Ventana Big Sur

DO NOT BOOK! They canceled our booking TWICE! We had our honeymoon trip planned months in advance and a week before our booking, they canceled our reservation because “they overbooked.” We had to change our flights and trips, so we rebooked and then they canceled a second time! No reason! The customer service is terrible. I don’t understand how they can treat customers like this- we are once again at a loss and have to replan everything. They cost us money and stress and did nothing to make it better. Do not waste your time.

We had a wonderful time at Alila Ventana. The food was five star chef quality and the customer service was top-notch. It was a very relaxing getaway which is what we were after.

I booked this stay a year ago and luckily found the only 2 nights available using Hyatt points. My wife and I were really excited as this property is absolutely beautiful and the all-inclusive aspect was intriguing. The actual property itself is just stunning. The trees, trails, views, etc. The onsen was absolutely a deal maker, however the gym was tiny and often in use so it was tough to find time and space to use. Mario, the valet, was just a lovely human, so warm and helpful. We found nearly all of the staff to be welcoming. However there were a few shortfalls on service: 1) clearing the in-room dining in a timely manner (we were told to leave on doorstep and they never collected it after multiple requests and animals got into it overnight); 2) miscommunication on where to pick us up in the shuttle from the Sur House; and 3) the hot tub in our room did not work. We had a Big Sur Spa room which was over 600 sq feet with a fireplace (THANK YOU!). However the room was directly below another and there was ZERO insulation between floors. Unfortunately the guests above us were trampling around and moving furniture or something at 3 a.m. which was not great. New guests arrived the next day and we did hear them rolling suitcases and walking but it wasn't as loud as the prior guests. We also took issue with the consistency of the food at The Sur House. We were only there 2 nights but at 6 meals there. Our first day the CA vegetable salad was amazing, fresh and simple. I ordered it the following day and the lettuce was wet, wilty and literally tasted like dirty water. The 2nd day our breakfast was so-so but the following day we ordered the same thing and the bacon was cooked to perfection. If you stay there BE SPECIFIC with your orders. Meaning....say you want cooked bacon, or dark toasted bread, or light on dressing. And order it the way you want it every meal. Finally, we travel all over the world and frequently stay at Marriott properties but Hyatt is a terrific option especially if you have status. I would say, however, that the price for the value just wasn't there in my mind. To pay over $2000 a night for a room is steep, off season and all. There is an exclusivity to paying more but it just didn't feel like the price matched the experience.

Amazing place, we've been here 3 times and every-time it's unique experience. Very kind and helpful staff. Highly Recommended.

Here’s an updated version with that nuance added: ⸻ Our stay at Alila Ventana Big Sur was absolutely outstanding. From beginning to end, every part of the experience felt warm, genuine, and beautifully curated. A major highlight was the Coast Ridge Hike led by Kyle. He was funny, easygoing, and brought such a positive energy to the experience. We genuinely enjoyed spending the morning with him. We also loved the cold-process soap-making class with Katie. She made the workshop fun, hands-on, and relaxing. We left with a new appreciation for the craft—and some amazing soap to take home. The bellmen and housekeeping teams were exceptional. Every interaction felt sincere, prompt, and attentive. It really made the stay feel effortless. And in the dining room, we were lucky to be served by Ramiro on several nights. His warm, gracious service and thoughtful attention elevated each meal and made us feel truly cared for. Alila Ventana’s stunning setting is unbeatable, but the people here are what make the experience extraordinary. This was one of our favorite getaways, and we can’t wait to return. Highly recommend.