Alila Ventana Big Sur

From the outside, it looks stunning. However when you enter it’s the complete opposite. The front desk staff display very immature inexperienced behavior. And when you call to speak to management, they come off as very entitled and focus more of their style then their customer service. The Food on property is bland and lacks a clear direction. It’s a beautiful looking place but all of that goes out the window if you don’t have a good experience Do better.

Alila Ventana Big Sur has long been an aspirational Hyatt/Chase redemption, but unfortunately, it didn’t live up to expectations. The setting is absolutely beautiful, and highlights include the Meadow Pool, solid food at Sur House, and cozy in-room features like the fireplace, tub, and hammock. However, the experience felt inconsistent and underwhelming for the price point. Service was the biggest issue. Dining at Sur House was extremely slow (often 2+ hours, even when not busy), and one dinner reservation was mishandled badly enough to impact the rest of our stay. Pool service was minimal, activity booking was disorganized, and there was little proactive hospitality overall. The room itself was nice, but lacked attention to detail—cheap robes, basic toiletries, minor maintenance issues, and scaled-back touches (like no more in-room s’mores) made it feel less luxurious. Even small moments, like the lack of acknowledgment of a birthday celebration, stood out at this level. Bottom line: Stunning setting, but service, consistency, and value don’t justify the cost or points in its current state

I spent a few days at Alila Ventana Big Sur celebrating my birthday, and it turned out to be exactly the kind of restorative escape I was hoping for. Given how much is included—meals, guided hikes, meditations, and other experiences—it felt easier to justify the splurge. This stay had been on my bucket list for a long time. The setting is extraordinary. The property sits among towering redwoods with views into the surrounding canyon, and the entire experience feels thoughtfully connected to the landscape of Big Sur. Early morning walks through the forest, sunset light on the hills, and quiet evenings listening to the wind through the trees naturally slow you down. A highlight was the guided hike to Pfeiffer Beach. Seeing the keyhole arch and the wild Pacific coastline up close was exhilarating, and our guide Jarod made the experience welcoming and fun. The Japanese baths were another standout—soaking in warm water under the redwoods was incredibly peaceful. I also enjoyed a Reiki in the Redwoods session with David and a morning meditation with Katy. What struck me most is how Ventana encourages you to disconnect and simply appreciate where you are. Even after returning home, my mind and spirit still feel a bit in Big Sur. I look forward to returning.

The most incredible vacation of my life. I wish everyone could experience Ventana. It was the best way to celebrate my 40th birthday. We will definitely be back!

This resort was so much better than I expected absolutely fantastic. The staff are amazing and extremely helpful. You can tell they actually care, very refreshing

I’d like to begin by saying this: my husband and I are very particular. We travel often, we seek out exceptional cuisine, and we gravitate toward elevated, intentional experiences. I spend an enormous amount of time planning our trips — and Alila Ventana Big Sur exceeded every expectation. First — the property itself. Photographs online simply do not do it justice. It cannot be captured properly through a screen; it must be experienced in person. The grounds are breathtaking — lush, meticulously maintained, and filled with stunning florals at every turn. Every path felt magical. My husband and I found ourselves holding hands, wandering the property whenever we could, just taking it all in. One evening that will stay with me forever was our final night. There is a magnificent outdoor pavilion where you can see the stars in full clarity. Brian brought us blankets and a glass of champagne and gently told me to watch for a shooting star. I saw dozens — something I had never experienced before. It was deeply special, almost surreal. Brian is truly a treasure, and that night is one I will remember for the rest of my life. Second — the staff. They absolutely blew me away. Every single person we encountered was warm, joyful, and genuinely committed to elevating our experience. We spent an entire week here and left feeling a real connection to the people we met — something I have never experienced at a hotel before. Maria and Carmen in the dining area made each meal feel personal with their sweet and authentically happy presence. Their energy alone enhanced every evening. Third — the food. Breakfast, lunch, brunch, and dinner were highlights of our days. The menus were thoughtful, seasonal, and beautifully executed. Every dish was fresh, refined, and presented with care. We genuinely would not consider dining off property — we were too excited for each meal. The culinary experience alone is worth the stay. And finally, the spa. The outdoor couples massage is something I cannot recommend highly enough. The setting, the views, the serenity — it was spectacular. My husband and I were both taken aback by how immersive and restorative the experience felt. Final recommendations: 1. Take the wilderness hike with Kaitlyn- she's a gem! One of the highlight of our trip! 2. The olive oil cake at dinner was magnificent and the pizzas! 3. Make time to do everything- the Japanese bathhouse, the hot sauna, the Infiniti jacuzzi, long walks— experience everything!

I was a little skeptical about this place after reading some reviews and seeing photos - I did not understand what all of the hype was about. But I have to say that it exceeded my expectations (mostly). Big Sur is a magical place and this resort is situated perfectly to provide the beauty of Big Sur and immerse you in it. Our room was spacious and well done, and even in a cold month, it was relaxing to be outside (with a blanket or heater!). This is an overall great experience, but there are opportunities to improve service. The pros: - The food was genuinely good. Lunch at the pool is a little underwhelming and not fun during inclement weather. - The Japanese Baths are great on a cold night. - Walking through the woods to dinner is a nice way to experience Big Sur and walk off a meal. And the cons: - The gym is so tiny, surprisingly so for a wellness-oriented brand. There are a few cardio machines and a set of dumbbells. If someone is using the dumbbells or otherwise using the one yoga mat, there is no room for anyone else to do the same. - Service at Sur House is incredibly friendly, but it is slow and there are glitches. Two days in a row we had the wrong dish brought to our table. On our first night the waiter proactively brought us a glass of champagne as an apology for the slowness. - Other than Sur House, there seems to be a lack of service coordination, and worse, it seems that the staff is trained to not apologize or acknowledge service gaps. Some examples: * We didn't hear anything from the property until the day before our arrival when we were asked to fill out a form with some details and the link to sign up for activities was provided. Thankfully I had already reached out to the concierge to make dinner reservations, but they didn't seem to record that, so when I filled out the form they made additional dinner reservations for me at different (worse) times, which caused confusion. * There was no body wash (or soap) in our room; I had to text to ask for some. * One night we were in the Japanese Baths and realized that there were no more towels on either the men's or women's sides - we called the front desk twice and towels never came after 45 minutes. We had to use little hand towels by the sink to dry off. * On checkout day I requested a late checkout and was told we could checkout at noon (regular checkout time is 11am). At 11:02 while enjoying brunch, I received a text from the front desk asking if they could come get our bags - they were essentially asking me to vacate the room ASAP and had clearly not recorded the fact that they provided a 12pm checkout. In all of these cases, staff never apologized or acknowledged that they got it wrong. I expect more from a property of this caliber.

Amazing views and quiet resort. Friendly staff and beautiful rooms. Highly recommend for a couples retreat. Would definitely go again.

The view is great, room is great, restaurant absolutely amazing. It’s just that nobody wants to know if you’re a loyalty member😂. And you probably have to stand and wait for 15 minutes before checking in. And wait for your room to be ready AFTER 4PM