Alila Ventana Big Sur

There was a big rat in the hot tub. They removed it after reported but they did not change the water or do any treatment. Management was not even surprised like if it’s normal there. Managers could have handled it better.

You cannot miss Alila if you want to experience something truly different. Everything is amazing, from food， service to room, you can't have something better than this

While it's always lovely to spend a weekend here, they have started cutting corners and it's detrimental to the experience. Limit on food, paid happy hours vs free earlier, generic snack boxes in rooms and lack of brand centric reusable water bottles feels like a downgrade compared to the last time we stayed. If the target is luxury given the price points, don't cut corners. It's the little things that matter.

I love this property but they’ve reduced perks and have a very limited brunch menu that is offered for breakfast and lunch.

1. the service in the sur restaurant has been so much worse, especially comparing with our last christmas stay which is a holiday season. When we booked reservation even with note for a good spot to celebrate birthday and arrived at sur house for dinner, some male server told us we can only wait as good spots are taken and then left without any follow up. then we had to manually ask again another female server to help us set a table, and we had to manually ask three times to get a table (not with view) ready. After the table is ready and we sat down, we have not been served with any water or ordering for more than 15 minutes that we have to ask manually again and again. we are finally ordering foods more than 30 minutes after our reservation. Our reservation is 7:45 and our first dish was served at 8:47. The server michael provided is great though after we are being served, but we waited one full hour from our reservation time to finally have food at our table. also when the cake is served at our table from fridge, the fog on the cake box has not been cleaned at all. The food was served really slow that we finished our dinner at almost 11pm. 3. after second day's lunch, we asked the front desk of sur house to call a cart for us to go back to reception. The front desk said the cart will be ready in 3 minutes. and then we went out and wait for 10 minutes, nobody is there and front desk has already left. we asked another chef to call a cart, and then we waited outside for another 10 minutes and saw another cart passing by, dropping off passengers without taking us. and then we asked again for the cart, and then another SUV came in 10 minutes to pick us up. we waited more than 30 minutes for a supposedly 3 minute wait back to hotel.