Ventana Big Sur an Alila Resort

Quite possibly the best resort I’ve ever stayed in while in the US. Rooms are amazing, location and scenery are stunning, and the staff take everything to another level. From the moment we arrived, and Brian helped us navigate the property, to having an amazing server named Leo, to the young man named Hernan who shuttled us around the resort, every staff member was genuinely pleasant. As if that’s not enough, the all-inclusive food was consistently amazing We plan to make this an annual adventure, and can’t wait to be back!

The service here is truly exceptional, especially the staff who handle all the transportation. Whether it was getting a fun ride in a buggy to the restaurant or taking the hotel car somewhere close by, every single staff member was a pleasure to deal with. We stayed in the Big Sur Suite, and it was spacious, incredibly comfortable, and it captured the exact luxury cabin vibe you hope for in a place like this. The property itself is a masterclass in design, making it easy to explore. They have mapped trails and provide all the gear you need, which is a fantastic touch for people who aren't expert hikers. The best part was the option for a packed lunch, which felt like a next-level thoughtful detail that made a day of exploring simple and enjoyable. I’ve been fortunate enough to travel all over the world, and I can honestly say the views here are just breathtaking. Perched over the Pacific and surrounded by redwoods, it’s a view that doesn't get old. P.S. fire starter kits & s’mores at night in the room are awesome.

If you’re thinking of using points for a $2,500/night room here, don’t. it’s truly not worth it. We won’t be able back because we don’t think it’s worth it. • The hotel is severely understaffed, and you will not get the level of service you’d expect at this price point. • We called the front desk to request a late checkout at 9:30am - no one picked up. We had to physically walk over to ask. If your room is far from the front desk, imagine how inconvenient this would be. • We requested a 30-minute late checkout to accommodate a work meeting. Denied! This was on a Monday (not a weekend or holiday), so the refusal was not due to high occupancy. Staff shortage is so severe they can’t accommodate even minimal requests. Denying a 30 mins late checkout request on a Monday is pretty unfriendly, given how much guests pay. • The restaurant is also short staffed. Servers were running around but still unable to attend to all guests in a timely manner. • For a hotel at this price point, they don’t pay attention to details. I see spider web everywhere including in the outdoor restaurant and the pool area. I don’t see a lot staff cleaning these areas too.