Hyatt Carmel Highlands, Overlooking Big Sur Coast

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!

After 40yrs in the travel business, I’m picky about hotels. This recently remodeled hotel commands a fantastic location, overlooking one of CA’s most beautiful stretches of coastline. But what sets it apart is its staff. Everyone went the extra mile for us; unplugging our EV car at 4am so we weren’t charged a penalty, fixing a probably self-induced clerical error, etc etc. make sure you pay for a ocean view room. It’s worth it.

This property is both a Hyatt Resort as well as a Hyatt Vacation Club. We stay here in the Hyatt Resort and in an Oceanview Townhouse Suite. We have been staying here at least once a year for many years. These suites (formerly Oceanview Townhouse Spa Suite) have been TOTALLY remodeled and brought up to date. Old "spa" bathtubs have been removed and there is now a large and separate bathroom with a large shower. Upstairs bathroom has been enlarged and has a large shower. These suites have a wonderful ocean view. I don't know how anyone can complain about the Globalist breakfast. The menu is very extensive so I can't imagine anyone needing to substitute anything. The "Point Lobos" crab benedict is outstanding. Dinner at Pacific Edge was terrific. Had the lamb chops and they were huge and cooked to perfection. We had a most enjoyable stay and can't wait to return once again. One warning- many, if not most, rooms and suites at this property have stairs and are not suitable for those with disabilities. __________________