The Resort at Pelican Hill

I stayed at The Resort at Pelican Hill with my parents for a golf trip, booking two rooms. Unfortunately, the experience fell far short of what this property claims as a luxury five-star resort. The issues began at check-in. When we checked into my parents’ room around 6:00 PM and entered using the issued key, a housekeeping staff member was still inside the room. In addition, the welcome amenities that were supposed to be included per the reservation were missing. The most serious problem occurred later that evening. Around 8:30 PM, we returned to the room to find that the heater was not working at all. Given that it was December and quite cold, this was not a minor inconvenience. I called the front desk and waited 20–30 minutes with no response. Because the resort is bungalow-style, I eventually had to drive back to the front desk in person. Only then was I told that the heater in that room was missing a required part and could not be fixed that night. The proposed solution was to place a portable heater in the room. For a resort charging over $1,000 per night and positioning itself as a luxury property, this response was unacceptable—especially considering that the hotel was already aware the room’s heating system was nonfunctional and still chose to assign it to guests. We made it clear that staying in that room was not an option. After escalating the issue, a manager eventually arranged for us to move to another room and offered a $400 room credit as compensation. However, even the replacement room had heating issues. The heater did not work immediately, and an engineer later explained that the system is outdated, has a long standby time, and that the hotel is already aware of these problems and in the process of replacing the system. After waiting another 30 minutes, the room finally began to warm up. The following day, additional confusion arose regarding the use of the promised room credit. I was clearly told it could be used at retail outlets. At checkout, another front desk staff member stated it could only be used at restaurants or bars. When I requested written confirmation, the staff member admitted they were mistaken. I was then told to close the bill and use the credit later at the retail store. However, when I attempted to use it at the golf shop, the staff there were also unaware of the arrangement, resulting in further delays and wasted time. What was most disappointing was the lack of ownership at the management level. At checkout, I specifically requested to speak with a manager and explained all of these issues in detail. The response I received felt purely procedural and did not reflect an understanding of the severity of the situation or a willingness to take meaningful responsibility. For this reason, I am posting this review not merely as a complaint, but as a public request for an official response from the resort’s management. If the property is aware that critical systems such as heating are outdated and unreliable, guests deserve transparency before rooms are sold, as well as consistent, professional service when problems arise. A luxury hotel is defined not by its scenery or branding, but by how it anticipates problems, communicates honestly, and responds when things go wrong. Based on this experience, Pelican Hill does not currently meet the standards it claims.

My family came here to celebrate my mother and husband’s birthdays. While the weather was mostly not in our favor with the rain, the excellent service and beautiful rooms made our experience top tier. The staff were friendly and knowledgeable. The manager, Val, went the extra mile to ensure that our stay was magical and wonderful in advance of our trip. The rooms have high ceilings with great views.

I have stayed at The Resort at Pelican Hill at least 25 times over the years and have also spent considerable time at the pool and restaurants. Unfortunately, my most recent experience was deeply disappointing and a stark contrast to what this property once represented. When Donald Bren owned the resort and Gerard was the General Manager, Pelican Hill was truly exceptional—elegant, warm, and one of the most beautiful hospitality experiences anywhere. Sadly, that standard no longer exists. Today, it feels like a typical luxury hotel, lacking the attention to detail, hospitality, and guest care that once set it apart. During my recent stay in a villa, the experience was especially frustrating. We were not accommodated with a late checkout, were forced to move rooms, and there was no meaningful effort made to ensure our comfort or satisfaction—even after expressing concerns. Rather than feeling valued as long-time guests, we felt like an inconvenience. To make matters worse, our interaction with Madeline in the Villas was extremely disappointing. She was rude, dismissive, and unwilling to help, which is unacceptable for a resort that positions itself at this level. Pelican Hill was once a place I enthusiastically recommended to friends and family—many of whom have stayed here regularly as well. Unfortunately, after this experience, I will not be returning, and I will be sharing my experience honestly with others. It’s genuinely sad to see what was once an extraordinary destination lose the very qualities that made it special.

I stay in a 3 room villa on the south side and a 2 room villa on the north side. Both were amazing. The south villa had the better view but the north villa felt more isolated and peaceful. The staff was very helpful and the amenities were incredible. If you can you should stay here. The golf course is incredible as well.

This is truly a world-class resort. The staff was incredible, the pool outstanding, and the on-property dining options were delicious. If you’re a golfer, you’d be hard pressed to find a more beautiful location. The only downside was the temperature in my room (323), which never dropped below 75 degrees. We called maintenance the first night and were told it was functioning as designed. By day three, I stopped by the front desk and they could not have been more apologetic, assuring me it would be looked at immediately. Unfortunately, it was still not working properly when we checked out.