大蘇爾阿麗拉溫塔納全包式飯店 - 限成人(Alila Ventana Big Sur, All Inclusive Adults Only)

I have stayed at this property too many times to count over the years, and have seen it change ownership multiple times. The trea**ent I received recently was unacceptable, and I feel compelled to document my experience. I made the reservation with Ventana several months ago and at the time of the booking, paid the entire fee for a three night stay - $7,600. Earlier this week, I heard from a colleague who was booked at The Post Ranch a week after my anticipated stay that the Post Ranch called and emailed to inform him about closures on Hwy 1, which completely cut off access to Big Sur. My initial thought was this can't be correct. I have traveled up to Ventana on several occasions during road closures, and was always able to access the property. I immediately attempted to contact the hotel with no success - no one was picking up on any of the lines. After multiple attempts, I left a message on the reservation line, but did not hear back from the property for several hours. I called the hotel again and finally got a person on the line - Marissa, who confirmed Ventana was indeed closed. I asked her if the property intended to reach out to people with existing reservations, or if we were supposed to find out on our own the hotel was closed. She informed me until recently, the hotel was under the impression the roads would open, and they would be able to welcome guests starting on April 19th, - I reminded her my reservation began on the 18th! She continued to repeat the same statement over and over and made no effort to justify the hotel's lack of concern for guests with existing reservations. I let her know I made this reservation several months ago for my birthday, and had a very small window for travel due to work commi**ents. I let her know the unprofessionalism demonstrated by the hotel and management team left me with little to no time to come up with alternate travel plans as my arrival date was four days away. She could care less. I asked to speak to a manager and she informed me she was in charge of guest relations. Admittedly, I was extremely upset with the situation, but she made no effort to apologize for the situation, and the longer I was on the phone, the angrier I became. I realize my short vacation was insignificant in terms of the overall economic impact Big Sur is experiencing due to the current road conditions, but my trea**ent by this individual was a joke - she has no business working in guest relations. I wonder when the property was planning to reach out about the closures as I had to find out on my own... It saddens me to have such feelings toward a beloved property I have frequented more than 15 times over the years. As I mentioned at the top of my review - ownership has changed multiple times. I fear now that Ventana is owned by Hyatt, the trea**ent of guests who have a long history with the property is no longer a priority. The room rates continue to escalate, but the customer service has dipped to a

Stunningly poor institutional handling of a challenging situation. We were in Big Sur when Highway 1 eroded to the north of the property. ~2,000 people were trapped in the Big Sur area overnight (with hundreds sleeping in their vehicles), and while we were able to convoy out the next day based on CalTrans assessing that the portion of the highway that hadn’t eroded was stable enough to support traffic, there was a real possibility that everyone would be stuck for a week+ ahead of an alternative evacuation plan. Through all this, the Big Sur community rallied. They supported stranded visitors, distributed food, offered shelter, and worked hard to support those in need. Everyone except the Alila Ventana and its restaurant, the Sur House. The Sur House is open to the public, and its lunch and dinner service is commonly frequented by visitors to Big Sur. While not staying on property, we had both lunch (pre-collapse) and dinner (post collapse) at the Sur House the day of the highway collapse. While the food was fine, what really stood out the day of the collapse was the kindness and grace of the staff members during dinner, as many of them were also trapped in Big Sur for the night, away from their homes. They made room for stranded visitors in the restaurant (it became a hub as it’s one of the few places in Bug Sur with reliable cell service and WiFi) and were extremely supportive given the circumstances. That all changed the next day. We arrived at the Sur House for breakfast on Sunday morning, along with several other weary stranded patrons, expecting to purchase a warm (and overpriced) meal and get some much-needed connectivity to get critical information about emergency response next steps. We and others were completely shocked to be curtly informed that the Alila management had made the dangerous and misguided decision to ban non-hotel-guests from eating at the restaurant. Total 180 from the night prior, and while the rest of Big Sur opened its arms amidst the crisis, the Alila slammed shut its doors. Interestingly, while we were there, alongside others who’d just spend the night huddled in their vehicles, processing that we were effectively being told to leave, despite the emergency situation, a State Park officer arrived to tell the hostess that he’d received complaints they weren’t serving food to non-guests (not from us). Before he could finish, the hostess erupted into a diatribe about how it’s their right to refuse service as an “all-inclusive” (as an aside, it’s not all-inclusive) resort etc. etc., which the officer rightly agreed with, stating that as a private business, it’s their right to refuse service to anyone, but he just wanted to inform them of the complaints. While it is absolutely their right to refuse to feed paying would-be customers in the face of an emergency, the Alila’s management’s decision to exercise that right while the rest of Big Sur rallied to support community members and visitors alike tells you

I can't say enough good things about Alila Ventana Big Sur. Everything including our check-in, stay, experiences, food, and more were impeccably done to perfection. All the staff are so warm and welcoming, and really good out of their way to ensure that you have a great experience. I would stay here again in a heartbeat!

We've stayed at this property several times over the past few years and I can definitively say that a stay here should be on everyone's bucket list. The service is as spectacular as the pacific ocean views. There are hiking and other excursions to fill your day, or you can simply hang out in a hammock and do nothing. The meals are incredible and staff aim to please, regardless of the request. There isn't a bad room on the property so do yourself a favor and book a few nights.

hard to imagine a more beautiful setting to have a resort. Rain or shine, and we experienced both, there was plenty to enjoy. Spectacular toom and amenities, privacywith our hot tub. Fireplace to sit at at night. Food was just so varied and served with style. canmot wait to go back.

The Ventana truly exceeded my already very high expectations. I would return in a heart beat. The resort is so thoughtfully designed to fit right into nature and even though it is a luxury resort it did not feel snooty but rather very down to earth. All the staff was so friendly and the entire experience was seamless. I really enjoyed how all the amenities are open 24/7 like the pools, hot tubs, and Japanese baths. The fact that it is all inclusive really made it relaxing and feel like such a treat.

Front entry at the gate to departure, we had a lovely experience. Everyone working there was so kind and fiercely loyal to the property. I loved hearing that so many people have worked there for 10, 20, even 30 years. It speaks volumes about how the hotel is run. We were created with “Happy Anniversary” and special nods towards our celebration throughout our 3 night stay. Our dinner the first night was phenomenal and our waiter was awesome. We had a couple of meals that were just ok, but overall the food was great. The coffee would be my only complaint - didn’t love the pods or the restaurant drip, but that’s minor. The French toast and avocado toast with over medium eggs were a repeat order! The various amenities from the spa, baths, private hot tub, fire place, walking paths, and sauna were lovely. The bed was so comfortable and the view was spectacular, even when it rained. In room snacks/drinks and bath products were all delightful. We left feeling truly rejuvenated. Thank you to all the staff for making it such a joyful experience.

I wasn’t sure what to expect, but had high expectations for this hotel. Everything and everyone at Alila Ventana exceeded those expectations. Our suite was large, clean, comfortable, and well-maintained. The balcony overlooking the ocean was a perfect spot to unwind after a day of exploring Big Sur. Rooms are stocked with complimentary snacks and drinks, which can be replenished as needed. The only issue with the rooms was the air conditioning. The air conditioners could not fully cool off the large, high-ceiling suite, leading to some very warm nights. The grounds of the hotel offer a taste of everything Big Sur has to offer. Towering redwoods, beautiful gardens, and glimpses of the coast. We spent one afternoon just wandering the grounds and enjoying the spacious pools and hot tubs. Employees were eager to help and service was exceptionally quick, despite no tips expected here. From the moment we parked, we were offered help with our luggage and rides around the resort. Food was delicious and service was quick. We were lucky to enjoy all of our meals on the heated patio. The menu is limited, especially for vegetarian options, but the kitchen seemed happy to provide alternative options. We were offered large packed lunches for days we traveled away from the hotel.