Hyatt Carmel Highlands, Overlooking Big Sur Coast

Our stay at Hyatt Carmel Highlands was easily one of the highlights of our Big Sur trip, and even more special because we were celebrating my mom’s birthday. Check-in was seamless from start to finish. The staff even texted me as soon as our room was ready, which I really appreciated. Even as a loyal Hyatt member, they still took the time to clearly explain the layout of the property, where everything is located, and how to get around. That extra effort stood out, especially since every Hyatt property is a little different, and it made settling in feel easy and welcoming. Breakfast at Pacific’s Edge is something you shouldn’t skip. Make sure to reserve ahead because it fills up, especially for the best tables along the glass. If you have Globalist status, don’t forget to ask for your breakfast voucher. The food itself was excellent, but the real highlight is the view. Sitting right on the cliff overlooking the Pacific, it’s calm, expansive, and honestly one of the best ways to start your day. The staff were consistently warm and attentive. At one point, the jacuzzi was locked for about an hour after we ate our breakfast, but as soon as I mentioned it, someone came right away to fix it. That kind of responsiveness really shows the level of hospitality here. Our ocean view room was absolutely worth it. After driving through the steep, winding roads of Big Sur, coming back to that view felt like a reward. The sunset from our room was breathtaking, private, quiet, and uninterrupted. My mom loves jacuzzis, and being able to relax while taking in the ocean view made her birthday even more special. Seeing how happy she was in that moment really made the stay unforgettable. If you want to explore beyond the room, there are a few great sunset spots nearby. Point Lobos State Natural Reserve offers dramatic coastal views with crashing waves, while Garrapata State Park has wide open scenery with fewer crowds. Very near the property and very convenient location. That said, you don’t even need to leave the property, the terraces and viewpoints around the hotel are just as stunning. Overall, this place strikes a great balance between comfort and experience. The hospitality is truly unmatched, and it’s not just a place to stay, it becomes part of the memory itself.

I can’t imagine anyone complaining about this beautiful place. We had a 1 bedroom suite with a huge terrace facing the ocean. It had a big bathroom and a clean kitchen with everything you would need if you were going to cook. The only thing I would say that we didn’t like was that it’s not air-conditioned and it was unusually warm while we were there. They did bring us fans but one sound sounded like a 747 when it was running. The restaurant was incredible with the most beautiful views I’ve ever seen and the food was delicious. It’s also very conveniently located to Carmel and Carmel Valley.

I was very excited to stay here with my husband and hike Point Lobos, but we ended up leaving a day early and will never go back again. The Good 1. The view is amazing from the restaurant. 2. The rooms are comfortable and have everything you'll need, from firewood, a fully stocked kitchen, a jet tub, a vacuum, and your own water heater. 3. Both valet and self-parking. 4. Conveniently close to hiking and a strip mall. The Bad 1. Get ready to be stuck at check-in for at least 30 minutes. We waited in line for 15 minutes before someone could assist u,s and there was only one person ahead of us. Then they asked us to get our parking pass across the hall, where they tried to sell us on buying more nights at the hotel and scheduling a vacation club/timeshare while we are there. When I politely told him that we would think about it, the gentleman told me, "We'll we don't want you to think while you're on vacation." 2. The staff was not helpful or friendly for a $600 a night establishment. There was no one to valet our vehicle at the front, and most of the staff were MIA when we arrived. The lady who checked us in seemed inconvenienced and flashed the price of my stay at me and asked if I was okay with the price for no apparent reason. The salesmen/parking pass person who tried to sell us on time share and more nights at the hotel seemed annoyed that we were not interested. 3. There is no AC in the rooms, and it can get up to 80 degrees at night. We found a fan in the closet, but it was dusty and needed cleaning. 4. The walls are very thin, and our upstairs neighbor decided to vacuum at 11 pm. Our entire room was vibrating. 5. One of the "clean towels" was covered in long white hair. 6. The hot tub is tiny (3-person) and not working. Things to keep in mind. 1. It's accessibility challenged. You will have to drag your luggage and bags down/up many flights of stairs and over very rickety and highly noisy hallways. The hallways are very windy, so you will most likely disturb every unit you walk past. 2. The parking is extremely tight. We have a Toyota Highlander, and it barely fits in any of the parking spots. 3. The view from the rooms is nice, but if they don't trim the greenery, all you will see is low shrubbery, as was the case with our room 212. 4. The bed is VERY firm. Both my husband and I had trouble sleeping.

The visit was just fine but the customer service I received after leaving has been horrible. I was charged for the resort fee and taxes after leaving the property. I have a confirmed email that this had already been paid. I called to inquire about the extra charge and was transferred to speak to the manager. I left a voicemail explaining the situation and there was no call back. This continued for three more calls and voicemails. I called back for the fifth time and spoke to a man, explained my situation again and at the end he said, "you are going to have to called back because I have a guest who just walked up." I was upset and frustrated at this point and said absolutely not. While I was mid-statement he put me on hold and transferred me. I then spoke to a women named Gaby. She listened to me, heard my frustration, told me to hold and she went and spoke to the manager. She came back on the call and reversed the charge all within 5 minutes. This is the worst customer service (besides Gaby) that I have ever received. Their actions showed that they do not respect guest after they walk out the door. I will never stay at a Hyatt again.

We strongly don’t recommend this place! Reservations made months in advance for an ocean view suit and ended up with a view of a building in front of us and a postage size stamp of what might have been the horizon. Staff gave reasons that made no sense and refused to right the wrong! After coming up to stay here for over forty years and sadly this was our last time!