Balboa Bay Resort

Mixed experience. Positives first. Staff is wonderful with a special appreciation for Rami A. at check in. Everyone was very friendly and helpful. One the first day the AC in the room was not working, and Rami A. immediately handle the situation and got us a different room quickly. The location and overall atmosphere are wonderful. The rooms were clean and quiet. There is an adjacent member only yacht club building that our room was in. Members had no problem letting you know you're considered a nuisance staying in their club. Highly suggest requesting a room on the resort side. Plus, there is no pool, restaurant or bar available on the yacht club side, so you have to walk a distance to get a drink. In room dining is available, however you have to wait until 8:00 am if you want breakfast and coffee. Again, you have to walk over to the resort side if want any amenities. Overall, it's decent value. The staff and location are the only reason I would stay again.

Balboa Bay Resort gave us one of the best hotel experiences we have had in a long time. If you want to experience what top-notch customer service truly feels like, this is the place. My spouse and I stayed here for two nights to celebrate our 5-year anniversary, and as a same-sex couple, we felt completely welcomed, respected, and cared for from the moment we arrived. The staff was so accommodating, warm, and genuinely kind. When we arrived, they had chocolate-covered strawberries waiting in our room, along with a complimentary bottle of wine. They also offer nightly turndown service, which added such a thoughtful and luxurious touch to our stay. Our room was huge, beautifully kept, and had a balcony overlooking the pool. The entire resort was clean, elegant, and well maintained. Even though they were renovating the lobby during our stay, it did not take away from the experience at all. Everything still felt peaceful, organized, and high-end. Every staff member we encountered greeted us and made us feel welcome. The food was delicious both at the bar and in the restaurant. Jake, the valet, was amazing and so helpful throughout our stay. The staff at Blend was also wonderful. The butter croissant and spinach and cheese croissant alone are worth coming back for, and the vanilla matcha was absolutely delicious. We loved this resort so much that we are already planning to come back later this year so we can enjoy the pool. It was a little too chilly to get in the water during our anniversary weekend, but that just gives us another reason to return. Trust me, book this resort. You will not be disappointed.

Absolutely overrated hotel in Newport. The customer service at the front desk was arrogant, rude, and disrespectful — especially Suzan R. and the manager Adam S. Multiple managers were walking around but appeared to have no authority to resolve issues or improve the guest experience. We called the night before to request early check-in and were told to call back in the morning. When we did, they said they would do their best. We arrived at 12 PM, but they informed us the rooms (which had been vacated at 11 AM) still needed cleaning. The agent said she would contact housekeeping to speed things up. However, there was no lobby available due to construction, so we had to wait scattered across different areas. After waiting an hour, I asked for an update at 1 PM and was rudely told the rooms were still being cleaned. We had reserved two rooms for our family. At 2 PM we were told — again very rudely — that rooms were guaranteed only at the standard 4 PM check-in time. At 3 PM we contacted management, but they simply referred us back to the front desk. After more than three hours of waiting with young children and elderly family members sitting on outdoor chairs, we were finally given rooms at 4 PM. To make matters worse, we were overcharged. When we brought it up, the manager Adam S. responded in a very disrespectful tone, saying “I’m sorry, now what?” When I asked if this was really the appropriate way to speak to a guest and their family, he doubled down and said yes. The hotel markets itself as upscale, but the rooms were disappointing — they smelled musty, had old beds, visible stains on the floors, bathroom, and shower, and an old fridge with no water. The next day, the cleaning staff even told us they were never informed of any rush on our rooms and that normal turnaround time is much shorter. If you’re looking for an upscale hotel in Newport or nearby, I strongly recommend avoiding this one. We wasted an entire day and missed a paid event because of their poor management. Definitely not worth the money.

I try to not write negative reviews, but my experience at this hotel was so disappointing that I feel obligated to warn future guests. This property markets itself as a luxury hotel, yet our experience fell far short of even basic hospitality standards. From the moment we arrived, we were met with rude and unprofessional customer service that continued throughout our entire stay. The photos on the website are extremely misleading and make the property appear far more luxurious and modern than it actually is. We were immediately surprised by how different the hotel looked in person. Our check-in experience set the tone for the rest of the stay. Susan at the front desk checked us in who initially confused our reservation with another guest which was fine. Then we politely asked if there was any possibility of an early check-in (it was a couple of hours past checkout out time) but still fully acknowledging that standard check-in was at 4:00 PM. We were told our rooms would be “rushed” by another employee at the front desk, so we stayed on the property since valet had already taken our vehicle and our luggage had been stored. We waited near the meeting rooms because there is currently no lobby due to construction—a fact that was never communicated before our arrival. While waiting, we explored the property and were disappointed to discover that the pool is very small and congested, the hotel also does not provide beach access either. We were informed that the small beach area belongs to a private club and hotel guests are not permitted access. There is also virtually nothing within walking distance. After waiting an hour, we politely asked for an update on our rooms since we had been told they were being prioritized. Susan responded dismissively and rudely, saying, “We told you check-in is at 4 PM,” completely ignoring the fact that we were only asking for an update based on what we had previously been told. After waiting for awhile and again no update, when asked for update another staff member informed us that our rooms had been cleaned and were simply waiting for inspection. Assuming the inspection would be completed shortly, we continued waiting nearby. At 3:50 PM we checked again and were told the rooms were still awaiting inspection. Despite all of this waiting, we still did not receive our rooms until after the official 4:00 PM check-in time. Even after room was finally ready past official checkin time, we were held up due to change in front desk shift and new employees again asking for ID and cards when we had already provided all of this information at checkin. We would have 100% understood if they had told us that they are at capacity and cannot accommodate early checkin or that early checkin requires fees but none of this was communicated we were only told initially they will “rush” it then rudely told us that check in is at 4pm. I travel for a living and have not had issues at a single facility where I was told a room is being rushed and had to wait 3+ hours. The biggest disappointment came when we finally entered the room. After spending hours waiting for cleaning and inspection, we expected a spotless room. Instead, we found sticky floors, hair in the bathroom, visible dust throughout the room, and an unpleasant odor immediately upon entering. The rooms are noticeably outdated and, once again, look nothing like the professional photos online. The beds are also extremely uncomfortable and sheets have visible stains. The only employees who consistently provided excellent service were the housekeeping staff. They were kind, helpful, and responsive whenever we needed assistance. Unfortunately, the professionalism and hospitality demonstrated by the housekeeping team was not reflected by the front desk or management. For the price this hotel charges, the experience was unacceptable. I have stayed at many luxury hotels, and this was by far the most disappointing. Until management addresses the customer service issues, improves transparency, and better maintains the property, I cannot recommend staying here.

I rarely leave negative reviews, but this experience was extremely disappointing and did not reflect the high rating this resort has. Based on our stay, I genuinely question how this property maintains such a high rating because our experience was nothing like what we expected. The only positives were the beautiful view and the housekeeping staff, who were polite, hardworking, and doing the best they could. The lobby was under construction, and this was never communicated to us before our arrival, creating a poor first impression from the start. While I understand that check in begins at 4:00 PM, we waited nearly four hours to receive our room. Throughout that time, the front desk repeatedly assured us that our room had been “rushed.” However, after speaking with a member of the housekeeping staff, we learned that housekeeping is notified whenever a room actually needs to be prioritized. Based on that conversation, and considering it still took nearly four hours to receive our room, it certainly did not appear that our room had been rushed at all. If it had truly been prioritized, it’s difficult to understand why it would have taken that long. We would have appreciated honest communication instead of repeatedly being told the room was being rushed when our experience suggested otherwise. When we finally got into the room, it was outdated, had a noticeable unpleasant smell, and certainly wasn’t worth the long wait. I also want to recognize one employee who stood out. I believe his name was Ramy, and if I understood correctly, he was a new hire still in training. Despite being new, he was by far the most professional, honest, and helpful person we encountered. He genuinely cared about helping guests, and his customer service was exceptional. It’s remarkable that someone in training demonstrated more professionalism than the management team. If anyone represented the level of customer service this resort should strive for, it was Ramy. Unfortunately, the same cannot be said for management. Adam Shefler displayed one of the worst attitudes I’ve experienced from a manager. Rather than taking ownership of the situation or showing empathy, he made the experience even more frustrating. Susan R. was also unhelpful throughout the process. This resort has a beautiful location and some excellent frontline employees, but it is being let down by poor management, misleading communication, and a lack of accountability. Based on our experience, I genuinely question whether the current rating reflects what guests can consistently expect. If ownership truly wants this resort to succeed, it should take a serious look at the current management team. Until that happens, I cannot recommend staying here. Don’t let the current rating alone be the deciding factor. It certainly didn’t reflect our experience.