The Ritz-Carlton Bacara, Santa Barbara

One of the worst hotel experiences we’ve ever had. Empty minibar with the excuse: “because of Covid.” We were told a restaurant was within walking distance… it was 7 km away. Luckily, we didn’t follow that advice. Car not ready despite being requested 10 minutes in advance. Bike rental: long wait, multiple follow-ups. Eventually we found out the staff member had gone on lunch break. Luggage still not delivered at 6pm (arrival was at 12pm). Still not there at 7pm despite repeated reminders. A manager who simply didn’t care. Room issues: Upgrade requested and confirmed: never done. Extremely outdated room. “Partial Ocean View” is a complete scam. You can barely see a tiny slice of the sea — and only if you know exactly where to look. Laundry service without any inventory form → clothing lost. Service failures: Concierge never answers (12 calls + voicemail). Reception says “he’s not here” but does nothing to resolve anything. No massages available after 5pm. Impossible to book the Italian restaurant despite 3 calls. It took a 4th request by SMS to the manager to make it happen. In short: chaotic organization, zero service, and constant broken promises. An absolutely appalling hotel.

Two Octobers ago, we left the Bacara wondering if our family might grow. This week, we returned with our daughter — laughing on our balcony with the ocean breeze behind her — and experienced a resort that has MEANINGFULLY evolved. The renovations are not cosmetic. This is not a surface refresh. What once felt slightly dated now feels distinctly California coastal — lighter, cleaner, elevated, and intentional. The updated finishes, lighting, and overall design bring the property firmly into today while preserving its architectural charm. Even the grounds feel sharper and more meticulously maintained than before. Club Level has noticeably improved. The selection is stronger, more varied, and presented with far more intention. The experience now reflects what Ritz-Carlton Club should feel like. Lacey, the new Club Manager, has clearly elevated the standard — her commitment to making every guest feel more than a VIP is evident. Ana and Martin were consistently warm, polished, and a pleasure to see each day. Dining is where the transformation becomes unmistakable. The introduction of Marisela and Lulio — the new restaurant concepts replacing Angel Oak and The Bistro — has upgraded the property tremendously. The culinary direction feels modern and confident, and the service execution matches it. The pool experience is also significantly better. The former metal loungers have been replaced with substantial cushioned beds, immediately elevating comfort and ambiance. Valet service was excellent. At $75 per day, expectations are high — and they delivered. Water was consistently offered, recommendations were proactively shared, and Jimmy ensured our car was ready whenever we headed out. As Bonvoy Platinum members, the new complimentary daily coffee benefit was a welcome perk and appreciated touch. Service points were not missed. This feels like a property operating with renewed pride and clear reinvigorated leadership. In our view, the Bacara is performing at a level worthy of regaining its 4th Forbes Star and a 5th AAA diamond — and positioning itself for even further recognition. Most importantly, it still feels personal. Returning with our daughter to the place where we once quietly hoped our family might grow made this stay unforgettable. We cannot wait to come back once again

I stayed at the Ritz-Carlton Bacara to celebrate a milestone birthday, and, unknown to me at the time, my fiancé also chose this property for our proposal and engagement. Early in our stay, we returned to find our room flooded. While heavy rain happens, the handling did not meet really any hotel standards much less 5 Star. After essentially being told to “wipe it up,” (off the area rug???) we were moved to a second room that was ALSO flooded, followed by nearly two hours of delays and “I’ll call you back” from the front desk, before being placed in a third room. Only after my partner explained he planned to propose did the situation seem to be taken seriously. And to make matters worse, management essentially accused us of just wanting a different room type and making up the water situation? It was EXTREMELY strange. Nobody ever came into these rooms to inspect the water while we were present. Later, despite making and reconfirming dinner reservations (in person and in the app) at Marisella to celebrate our engagement, there was literally no acknowledgement of the occasion. Service was disorganized, rushed despite the restaurant being mostly empty, awkward and only towards the end did they realize this was a ENGAGEMENT DINNER when we literally told them again, which was disappointing given this was the only special request made for the trip. Most concerning, we returned to our room that night to find the water completely shut off due to maintenance, with no advance notice. A note was left during the turndown or housekeeping service, which obviously we were not there for. Cold water did not return until the following morning, long after it was planned and we didn’t see hot water again for the rest of the trip…romantic! The room itself overall was obviously poorly maintained, including dust, mildew, broken dispensers, stained towels, and repeated removal of a second robe despite two guests staying there. While a few staff members were kind and thoughtful, overall service across departments was consistently far below expectations. Overall the experience was deeply disappointing given the name and price point, but what we were there to celebrate. I’ve stayed at random marriotts for 1/3 of the price that were cleaner and kinder. Most shockingly of all, the hotel’s resolution to this host of problems was to offer us additional free nights? Girl I’m gonna need my $5k back. I’m not returning to that mess.

I have been a loyal guest at this property for years, frequently choosing it for both company meetings and personal getaways. Last year, we even came here to escape the fires; despite the hotel being under construction at the time, the service was excellent. Sadly, this year’s experience was the complete opposite. While the Ritz-Carlton brand carries an expectation of excellence, the restaurant service has plummeted to an abysmal level. The Service Gap: I want to be clear that the 'rest' of the hotel remains world-class. The Front Desk, Concierge, Housekeeping, and Valet teams were all wonderful, attentive, and professional. It is deeply frustrating that the restaurant teams managed to single-handedly kill the experience. Specific Failures: L’Olio (Breakfast): We dined here three times, and the pace was unbelievably slow every single morning, but it was the only place to eat for a sit down breakfast. I explicitly told the staff I had a spa appointment in 30 minutes and after 10 minutes the check never came. I eventually had to get up and hunt someone down to pay. Because of this unnecessary delay, I lost my window to use the spa facilities before my massage. SunBar (The worst offender): The service here was genuinely atrocious. The staff didn't even acknowledge us at the bar because they were too busy watching football on the TVs. The next day, we tried to give them a second chance for lunch. We asked for menus; 10 minutes later, we were still sitting there without menus or even a 'we’ll be right with you.' We finally walked out after speaking to a nearby guest who had been waiting over an hour for a simple flatbread. Poolside: Even the pool area lacked basic attentiveness. It took 40 minutes for someone to take a drink order after the menu was dropped off, and I again had to chase someone down just to settle the check. The Verdict: It appears the resort failed to staff appropriately for a long weekend, but the issues felt deeper than just being 'busy'—it felt like a lack of management and basic hospitality standards in the F&B department. As someone who has brought business here for years, I am incredibly disappointed. The rest of your staff is doing a great job, but the restaurants are failing them—and your guests.

Overall, this was a fantastic stay at a truly beautiful property. The grounds, spa, lounge, and most of the staff lived up to the Ritz-Carlton name and made for a memorable experience. Property & Grounds: The property itself is gorgeous and exceptionally well maintained. Even though the beach trail near the pool was closed during our stay, it’s still easy to access the beach via the nature trail. Staff throughout the resort were consistently pleasant and welcoming, and the overall atmosphere felt calm and polished. The rooms have been remodeled and are comfortable, though they still carry a bit of a darker, almost dungeon-like feel. The privacy is great, but additional natural light would go a long way in elevating the room experience. Spa: The spa was a highlight. The staff was outstanding, and the spa pool offered a peaceful retreat away from the busier areas of the resort. While the steam room wasn’t working, the sauna and hot tub were both enjoyable. One small miss: more co-ed relaxation space would make it easier to enjoy the spa experience with a partner. Front Desk: Unfortunately, the front desk was the weakest part of the stay. Communication and overall attitude were disappointing, with spa messages never being passed along and unnecessary friction when requesting a late checkout. Thankfully, aside from check-in and check-out, we had minimal interaction with them. Bottom Line: Despite the front desk shortcomings, the property, spa, lounge, and most of the staff were excellent. It’s a stunning resort and a great place to relax—just be prepared for a less-than-stellar front desk experience.