Alila Ventana Big Sur

I’d like to share some feedback regarding our recent stay, as several service issues unfortunately affected our overall experience. First, our check-in experience was quite delayed. We had a 4 p.m. event to attend, but our room wasn’t ready for a long time, so we had to leave our luggage at the front desk. While this alone would have been fine, when we went down to the beach for the cocktail event, we were told there were no cocktails available. Although the staff were kind and later arranged drinks for us at the hotel bar, it still disrupted the planned experience. Second, we were not informed at check-in that one of the pools would be closed the following day due to a private wedding. As a result, we missed the chance to enjoy that pool and the poolside food service, which we would have planned for on the first day had we known in advance. Finally, and most importantly, during check-in we were clearly told that our checkout time was extended to 3 p.m.. However, the next day we received a text message “reminding” us to check out at 11 a.m.. When I replied to clarify, the staff insisted that late checkout required a prior request—despite the fact that your team had already informed us of the 3 p.m as a Globalist. checkout at check-in. The situation escalated with a very firm message saying they needed the room by 2:30 p.m., which felt unnecessarily confrontational and left a very negative impression. Overall, these miscommunications and service lapses made our stay far less enjoyable than expected for a property of your reputation. I hope management can review these issues to prevent similar experiences for future guests.

Fantastic location with friendly and attentive staff. You are made to feel at home. Excellent room service. Plenty of amenities and experiences to try out. Perfect getaway along the coast for those looking to unwind. Strongly recommend the day/night hikes with Kyle. Mouthwatering food served at the Sur House. Great ambience and a spectacular view of the coast. The food always tasted fresh and delicious. You can't go wrong with the Confit Duck Leg. By far the best dish I had. You owe it to yourself to visit Alila Ventana Big Sur. A memorable experience filled with fantastic food, spectacular views, superb staff, and fun activities.

We had a wonderful stay despite minimal lack of attention to details. I had R&R and it was really good. Thank you so much to the whole team

Everything about this location is superb! The incredible setting amongst the redwoods overlooking the Pacific, the food, the record player in the room while sitting by the fireplace, the outstanding service from each and every staff member, and the delicious cuisine. Every plate is accented with local, seasonal produce. The infinity hot tub overlooking the Forest was so memorable. What an escape!

Expectations were high and Alila Ventana did not disappoint. Up in the clouds, the view was spectacular and serene. I could not tell where the ocean ended and the blue sky began. Starting with a casual late lunch after check in at the Sun Deck, overlooking the coast, we felt a wave of relaxation immediately. Staff and guests were so friendly. I did not expect the resort to be so full of dogs, but it was a very dog friendly place and many couples were there with two — all very well-behaved. This place is magnificent but had an unpretentious vibe, and being welcoming to animals added to that I think. Dinner at the Sur house was excellent - make reservations in advance. The gym is (very) small but it all seemed to work. The 1.1 mile trail around the property reminded me of Muir Woods, and we enjoyed seeing some unique birds along the way. The heated pool and hot tub were great. We stayed in the Sycamore House and our room was terrific.